Learnings

Outcomes

UK Power Networks’ customers are better supported during power outages. The enhanced service experience is offering options for customers that best suit their needs when guiding them through internal checks during a power cut. 
With the introduction of the new service, members of the low and grounded conductors team can now enter live video calls with customers to address their concerns with potentially dangerous situations while continuing to advise customers as opposed to asking customers to take photos/videos and email them to be shared with Dispatch if a low or grounded conductor is identified. 
Expenditure on wasted site visits are being reduced and there is an associated better utilisation/optimisation of resource time. 

Lessons Learnt

Safety assessment permissions: Uptake of use case 3 (safety assessments) was not as high as originally anticipated. Feedback from those using the video-based application was positive with some minor changes requested and implemented. Volumes of recorded assessments were low. The main cause behind this was identified as users having to complete safety assessments both in the app and using the standard approved form. A resolution to this was proposed for the Phase 2 period whereby a small group of safety assessment users were given permission by the BAU solution owner to complete safety assessments solely using the video-based Vyntelligence application without having to also complete a paper-based form. This made a small improvement in usage but there was not widespread uptake by users. There was appetite for an improved method of capturing site assessments but whatever solution is progressed should be appropriately integrated into existing forms and procedures.  
 
Training Methodology for Large Internal User Groups: In the Phase 1 stage of the project a small user group (approx. 20 people) were trained to handle live video calls with customers but usage was low and lacked a central driving force to incentive use by UK Power Networks’ call agents. For the Phase 2 stage the following positive changes were made to increase solution uptake during the trial period: 
A training package was developed to roll out to all inbound call taking staff (approx. 200 people).  
Once all users were trained and had access to the platform incentives were run on a regular basis to reward teams and users with high levels of usage. 
Monthly check-in calls were held to monitor progress, supported by usage reports. 
This comprehensive approach ensured that all users were well-prepared and knowledgeable about the new system. 
 
Business as Usual (BAU) Tender Requirements: For Use Case 1 and 2, the requirements for customer video interactions were identified and documented with input from UK Power Networks’ call agents using the platform. The learning is to have early and frequent discussions with procurement to understand the type of tender which will be required to implement a solution into BAU and the associated timelines as well as areas for potential delays during this process.