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Actions and Update – Our Commitments for 2018/19

Our 2018/19 connections work plan contains 13 actions across our market segments. We’re committed to recognising the fluid nature of our customers’ requirements and developing a plan to accommodate those continuing changes.

The 2018/19 actions have been built by continual feedback from our customers and they have endorsed and signed onto our programme of work and focus for the next year.

Actions and update – our commitments completed for 2018/19

In 2017 we built a plan for 2017/18 with our stakeholders and committed to making some key changes in our organisation and that plan produced real, tangible benefits on the highest priority issues for our customers namely; Communication, Partnerships, Project Management, Land Rights, Flexible Connections, Telecommunications and Network Planning. You can find detail on these actions here.

Building on that plan, and feedback we will continue to focus on the things that really matter to our customers. Our various communication channels and our extensive engagement in some key areas have given us the opportunity to have face to face discussions with a larger number of our stakeholders than in previous years and they have been actively involved in the development of this year’s plan.

Actions and update – our commitments completed for 2018/19


How do we know we are doing it right?  Our customers tell us!

Actions and update – our commitments completed for 2018/19


Actions for 2018/19, our commitments:

Land and Planning Stakeholder Panel

Action 1

Our stakeholders told us...


Several of our larger stakeholders have asked to be much more involved with us on the end to end process for securing land rights for their projects. In particular in the area of improving transparency and inter business communication, especially when there are third parties involved in the process.

They have asked us to allow them to have a more detailed insight into the workings of our processes from end to end and the timescales involved, with a view to making improvement suggestions for us to adopt.

Our action


We will seek to establish a Land Rights Stakeholder Panel to examine our Land Rights processes from a customer perspective, with the aim of identifying any opportunities for improvement.

Measuring our success


  • Identify and establish Land Rights Stakeholder Panel
  • Land Rights Stakeholder events held
  • Feedback, findings and implementation plan for any future improvements reported to Stakeholder Panel
  • Monthly survey conducted; Land Rights satisfaction score
Quarter 3 deliverable
Satisfaction
DG, Unmetered, Metered

What our stakeholders say:


“We firmly believe improving the land and planning processes will be a positive step towards SP Energy Networks becoming an excellent service provider.”

“Another forward step and initiative. One that UCML would wish be actively involved with.”

Land and Planning Incorporated Process

Action 2

Our stakeholders told us...


Several of our SP Manweb IDNO customers have asked about the details of our Incorporated Process for Land Rights available in our English and Welsh regions. They would like to understand how they could apply this process and the benefits it will have for their businesses. In particular they have asked for a set of guidelines on the process to ensure they fully understand the steps to take, the responsibilities and risks involved.

Our action


Stakeholder Panel to examine our Land Rights processes from a customer perspective, with the aim of identifying any opportunities for improvement. We will communicate our Incorporated Rights Process available for use by Independent Distribution Network Operators, active in our SP Manweb licence area, and will publish guidance documentation in relation to this process

Measuring our success


  • Materials presented to SPM Stakeholder Panel
  • Process and related communications published
  • Measure volumes of project undertaking this process
  • Monthly survey conducted; Land Rights satisfaction score
Quarter 3 deliverable Oct - Dec 2018
Time
DG, Unmetered, Metered

What our stakeholders say:


A number of our customers in SP Manweb have told us they are unaware of the Incorporated Rights Process that is available for our customers to help them progress their Land Rights. With this in mind we have committed to communicating fully the existing process and also determining if there are any alterations or improvements that can be made to the existing process.

Website

Action 3

Our stakeholders told us...


Improvements to our website have been welcomed, but our stakeholders would like to see further enhancements to make it easier for them to find key information.

They also want to be able to access high level information and to delve deeper if they need to do so, as well as access the broad range of information they need for the delivery of their projects.

Our action


We will focus on the stakeholder area of our website and enhance the information provided to ensure our stakeholders are aware of the depth and breadth of engagement across SP Energy Networks and provide more opportunity for stakeholder participation.

We will introduce a SP Energy Networks stakeholder event calendar providing details of all events.

We will also improve the information on the completion of our ICE improvements by introducing a timeline of key activities linked to the relevant information.

Measuring our success


  • Endorsement from our Stakeholder Panels prior to implementation
  • Introduce SPEN wide Events Calendar
  • ICE timeline introduced with relevant links to action information
  • Monitoring web traffic trends, three months after implementation
  • Monthly survey conducted, website satisfaction score
Quarter 4 deliverable Jan - Mar 2019 (impact monitoring)
Satisfaction
DG, Unmetered, Metered

What our stakeholders say:


“Your website looks much better and is easier to navigate. It would be very useful to have a search option when navigating through the documents to find something.”

Metering Process

Action 4

Our stakeholders told us...


Our customers have told us that they find the metering process confusing and don’t understand why it is so complicated. They don’t understand the jargon used, procedures and timescales.

They just want to have a meter installed easily with no fuss.

They feel the process takes too long to complete and want to know what the process is from start to finish.

Our action


We will develop an interactive tool on our website that will provide clear guidance for metering. This guidance will seek to clearly explain the roles and responsibilities at each stage of the process.

Measuring our success


  • Developed an interactive tool for metering process
  • Endorsement from our Stakeholder Panels prior to implementation
  • Monthly survey conducted, metering satisfaction score
Quarter 3 deliverable Oct - Dec 2018
Satisfaction
DG, Metered

What our stakeholders say:


“It would be good if I could just have a simple process to get my meter installed it seems to be too complicated.”

Communication Channels

Action 5

Our stakeholders told us...


As with previous years stakeholders wish to have as much information as possible to allow them to make informed decisions. They especially wish us to provide this information in varying ways such as video, newsletters, webinars etc.

They feel this will allow them to optimise their time in getting existing and new information at a time, place and media of their choosing.

Our action


Building on our existing good communication we are committed to producing a quarterly newsletter for both our SPD and SPM licence areas to help our customers keep up to date with the work we are doing on a regular basis.

We will continue to use alternative communication channels to deliver key messages and updates.

This will include channels such as online tutorials and SPEN hosted webinars.

Based on stakeholder feedback, topics will include:

  • DSO
  • Administration and Design fees
  • Owner/Operator forums
  • Fault Response
  • Land and Planning
  • Newsletter

Measuring our success


  • Delivery of key information/ messages via alternative communication methods
  • Webinar session held every two months, prioritised by stakeholder feedback
  • Feedback from attendees and satisfaction measured
  • We will publish a quarterly newsletter to inform our stakeholders of the improvements we are making, highlighting changes in policy and innovations over the past two years and current year as they are made available.
Quarter 4 deliverable Oct - Mar 2019 (impact monitoring)
Satisfaction
DG, Unmetered, Metered

What our stakeholders say:


“To ensure new projects are delivered smoothly, good communication between the DNO, landowners and developers is vital. In our experience, SPEN has always been very willing to sit down and explore new ideas with us and we have found their door is always open.”

“SPEN RAdAR system already provides visibility into the progress of connection design and delivery, this initiative can only further improve the process. This gives us, and our investors, greater confidence and certainty regarding site energisation.”

Project Management

Action 6

Our stakeholders told us...


They would like our project management expanded to include templates for high voltage and low voltage in a similar style to those of the 33kV & 11kV templates. Our stakeholders have been pleased with our approach and have asked for even more rigour and detail on project management especially those with multiple cross-district projects.

Our action


We will continue to monitor and assess our customer communication throughout the lifecycle of a project.

Following the development of project templates and governance for our large major projects, we will look to establish similar templates and processes for smaller HV/ LV projects. At the outset of each project we will agree key milestones and a delivery programme which reflects the project commitments of our customers and SPEN.

Furthermore, we have also recognised the need to enhance the project management skills within our delivery teams and therefore will look to establish further training for those staff delivering our connections projects. Additionally for our larger, multi-district, license, project stakeholders, we will review enhancing the account management and project management offering to provide a more effective way of working with them.

Measuring our success


  • Publish templates on our website for typical LV/HV projects, reflecting indicative timescales for each milestone
  • Internal project management training delivered
  • Monthly survey conducted, communication satisfaction score improvement for Design, Delivery aspects of project management
  • We will work with our larger stakeholders to review the benefits of a portfoilio management approach to their suite of projects
Quarter 4 deliverable Jan - Mar 2019 (impact monitoring)
Time
DG, Unmetered, Metered

What our stakeholders say:


“Would definitely be useful because we would be happy to adopt a standard schedule/ milestone template that you provide and then everyone can be on the same page about when key things are scheduled such as payments or booking comms/ protection resource etc.”

“Over the years SPEN have provided excellent project and technical support to deliver key modifications and projects to ensure that we remain competitive in challenging market conditions.”

“Another welcome initiative which needs to be carefully orchestrated with the matters of Legal Rights to ensure worthwhile introduction.”

Electric Vehicle Partnership

Action 7

Our stakeholders told us...


The prospect of electric vehicles being a viable future transport option for many people has excited and energised our stakeholders to understand all aspects of this potential new revenue stream.

They have been particularly interested in the pricing model we will adopt, reinforcement works required, technologies that may be created and the expectations in the volumes and timescale for when electric cars become a significant area.

These customers have expressed a desire to be fully involved in the EV revolution as and when it happens. Additionally they want to share the information from their industries in a mutually beneficial partnership to develop solutions on an ongoing basis.

Our action


We will seek to establish key partnerships with stakeholders to inform them of our Electric Vehicle strategy and policy going forward. This will include local and national government as well as private sector organisations.

Measuring our success


  • Identify and establish two key EV partnerships
  • Feedback sought from stakeholders and satisfaction measured
  • Number of initiatives/learnings will be taken forward by our business
Quarter 3 deliverable Oct - Dec 2018
Satisfaction
Metered

What our stakeholders say:


“We have been working with SP Manweb for a couple of years and their support of the Energy Local Bethesda project is appreciated. I look forward to continued working with SPEN to develop an EV project into our existing community energy ventures.”

“As a private sector business representing a wide range of both Public and Private sector Clients, UCML considers this initiative as of prime importance and would seek to be actively involved.”

Telecommunication Trial

Action 8

Our stakeholders told us...


Several of our key stakeholders have expressed an interest in trialling the contestable elements of the telecommunications aspects of their major projects. Over the past year many of these stakeholders have looked at projects that may be suitable. They have opened detailed discussions with us to move these trials forward. In particular our stakeholders have been keen to understand the technologies and commercial details of the contestable elements to inform their commercial and project decision making process.

Our action


Following our feasibility study carried out in 2017, we will investigate the potential of making the provision of telecommunication solutions a contestable activity. Over the next year we will start to conduct trials with identified partners which will determine the feasibility and scope of future contestable telecommunications works.

Measuring our success


  • Publish the projects and stakeholders participating in the trial
  • Publish a progress update in our October ICE submission
  • Conduct, publish findings and outcome of trial
Quarter 4 deliverable Jan - Mar 2019 (impact monitoring)
Time
DG, Metered

What our stakeholders say:


“Network communications design and installation is a critical item in the delivery of our new connections. This trial demonstrates that SPEN are focussed on improving and extending the clarity and scope of the contestable aspects, which we welcome as it should improve delivery time and reduce costs.”

ICP/IDNO Interface

Action 9

Our stakeholders told us...


Independent Connection Providers (ICP) and Independent Distribution Network Operators (IDNO) are asking for more information and assistance to ensure they can maximise the benefits of the uptake and adoption of our Code of Practice. In particular they have expressed an interest to review our processes and systems to allow them to get more familiar with the potential the Code of Practice provides. Quarter

Our action


To assist with the uptake of our Code of Practice we will review our processes and systems to support the delivery of the code. Specifically, we will seek to enable greater level of self-service by our customers with the purpose of reducing the time taken to design and deliver projects.

We will establish a working group of internal/external stakeholders to undertake this review.

We will review with our stakeholders other DNOs’ best practices with a view to adopting them where practicable.

Measuring our success


  • We will establish an internal/external working group.
  • We will identify and publish recommendations from this in our October update.
  • Publish updated end to end process documentation and guidance for IDNO/ICP self-design approval, self-determination of POC and selfconnect.
  • Work in partnership to review one DNO best practice per month with our stakeholders to determine their feasiblity for adoption.
Quarter 4 deliverable Jan - Mar 2019 (impact monitoring)
Satisfaction
DG, Metered

What our stakeholders say:


“Would it be possible for SP Energy Networks to work with ICP / IDNO’s to ensure our needs are met and can you hold a separate IDNO Code of Practice specific workshop to explore all opportunities.”

Heat Maps

Action 10

Our stakeholders told us...


SP Energy Networks have led the industry in the provision of, and forthcoming innovations in, heat map technology and we are keen to continue this lead role. Over the years our stakeholders have asked for various additions to our heat maps which, where applicable, we have incorporated in various upgrades.

Requests continue to be made at the various events we hold and attend throughout the year about the next generation of our heat maps, or any forthcoming innovations. Stakeholders have made tentative suggestions such as adding low carbon technologies, DSO information etc.

Our action


We are developing the next generation of heat maps to address the uptake of Low Carbon Technologies (e.g. Heatpumps and Electric Vehicles) and will engage with our stakeholders to understand exactly what their future requirements are. This engagement will help us identify the enhanced functionality required and allow us to implement the changes efficiently and in a timely manner.

Measuring our success


  • Heat map webinar held
  • Stakeholder feedback gathered via various workshops/events
  • New requirements/functionalities agreed and communicated
  • Implementation plan developed and communicated
Quarter 3 deliverable Oct - Dec 2018
Satisfaction
DG, Unmetered, Metered

What our stakeholders say:


“With battery storage only likely to become more prevalent both at grid and behind the meter level in future it would be helpful if the heat map could give a better breakdown of new capacity of both demand and generation separately.”

Queue Management

Action 11

Our stakeholders told us...


SP Energy Networks led the queue management initiative and were instrumental in bringing this change to the market. We continue to lead by executing the poilicy with 300MW identified in one district, eventually leading to 130MW of released capacity and changes to the customers queue position. Over the last few years our stakeholders have been fully involved in creating the ENA / Ofgem agreed queue management process. Now that this process is in place and accepted fully by our stakeholders they are asking when we will be releasing the resultant network capacity and how this will be communicated to the wider stakeholder community.

Our action


Measure the impact of our queue management policy being applied to new and previously accepted projects. We demonstrated that capacity is being released when projects are identified as not progressing according to policy.

Measuring our success


  • Identify and measure that capacity is being released as per our queue management policy
  • Freed up capacity / changes in the queue communicated to our stakeholders
Quarter 4 deliverable Jan - Mar 2019 (impact monitoring)
Time strategy area
DG, Metered

What our stakeholders say:


“Queue management is an opaque and not well understood process. I am sure SP Energy Networks understand it very clearly. Perhaps produce a briefing paper/flowchart that shows how it works.”

Flexible Tenders

Action 12

Our stakeholders told us...


Our larger stakeholders are collectively represented at a national level through the various ENA forums and through this body the DNOs collaborate to take action on areas of national interest.

One such area that has arisen is the widening of the flexible tenders to alleviate short term power shortfalls by companies off-setting their energy requirements for specific periods, whilst being financially recompensed.

We agreed at these ENA fora to review how we can accommodate this widening of the tendering process.

Our action


It is our responsibility to develop smarter, more flexible solutions to meet future demand, seeking out alternative solutions which could mitigate the need for traditional reinforcement and reduce costs for our customers. We recognise that connected distributed resources could provide services to assist our distribution networks in key areas that have specific challenges during periods of network constraint. This action will therefore seek to explore additional markets for flexibility with customers who are able and willing to control how much they generate or who can reduce their demand.

Measuring our success


  • Issue tender for Flexibility
  • Communicate developments until contracts are successfully agreed
Quarter 3 deliverable Oct - Dec 2018
Satisfaction
Time strategy area
Cost
DG, Metered

What our stakeholders say:


“I would like our organisation to be included in the distribution list, as this is a key area of interest for our business”

Connection Offer Expenses

Action 13

Our stakeholders told us...


For several years our stakeholders have been fully involved in the discussion lead by the ENA / BEIS (The Department of Business Energy and Industry Strategy) on the benefits of re-establishing design fees at the quote stage. Earlier this year BEIS agreed to restart collection of these fees from 6th April 2018, with the DNOs to commence collections any time after this date. Most DNOs have started this process already. However we seeked further consultation with our stakeholders to ensure the introduction is as seamless as possible. Now that we have completed this engagement process we will be communicating it in the next few weeks.

Our action


We will implement Connection Offer Expenses and communicate this to all internal/external stakeholders.

We will produce an information leaflet to inform our customers of the commencement date, fee structure and any exemptions.

Measuring our success


  • Communications rolled out to all internal and external stakeholders
  • Any resultant improvements identified and communicated
  • Feedback on impact to stakeholders assessed via the monthly survey
Quarter 2 deliverable Jul - Sep 2018
Satisfaction
Time strategy area
Cost
DG, Metered

What our stakeholders say:


“Hopefully this will discourage speculative applications and allow meaningful discussions and meetings to take place between SP Energy Networks and ourselves to discuss the potential of sites, before formal applications are submitted.”


Our plan for 2018/19 is endorsed, we asked our stakeholders, on a scale of 1-10
(1 being low, 10 being high)

Actions and update – our commitments completed for 2018/19