Connections Information Stakeholders and Customers influence everything that we do at SP Energy Networks. From our Connections Stakeholder Panels to individual customer input and opinions on completed projects, we constantly seek feedback and use it to drive service improvement. SPEN ICE Newsletter To keep you updated with our progress, we will issue regular newsletters; highlighting our key achievements and the challenges in delivering our 2018/19 ICE action plan. View the first issue over Incentive on Connections Engagement (ICE) newsletter. READ THE NEWSLETTER 2018 Land Rights Stakeholder Panels SPEN’s Land and Planning team met with over 25 stakeholders at the recent Land Rights Stakeholder Panels across our SPD and SPM licence areas. The success of the Land Rights Stakeholder Panel pilot has led to a commitment to ongoing panels and stakeholder meetings so we hope to see you again soon! Please read our update below including the Action Plan developed to address the feedback provided by our stakeholders. READ THE ACTION PLAN We need to know that our work plans reflect what our stakeholders want, so we carry out a variety of connections engagement activities throughout the year tailored to suit the needs of our stakeholders. In response to stakeholder feedback asking for enhanced opportunities to engage, we have increased the number of opportunities to engage and reached more stakeholders than ever before. Core engagement, such as Connections Stakeholder Panels and in-depth annual surveys, helps us to shape our strategic direction, confirming stakeholder priorities and identifying new themes as they emerge. Keep up to date If you aren’t participating already, we would love for you to be involved. We tailor our engagement in many different ways, so there is always opportunity for all impacted stakeholders to provide feedback on the service we provide and to help us make it better. If you want to join us and have your say then you can register as a stakeholder and opt-in for connections information. By doing this, you will receive invitations and information that will be relevant to you. Our strategy aim is to continually improve how we engage with stakeholders across all aspects of our business allowing stakeholders to influence, guide and steer our activities, enabling us to better deliver against our vision as a business. Want to get involved? Have your say Our Connections Stakeholder members are representative of our Connections customer base and stakeholders, ensuring that all different types of connecting customers are represented by membership. Our members are prominent figures within the industry, have a detailed understanding of our connections process and bring constructive challenge. This allows us to obtain a balanced view, build our understanding of stakeholder needs and perspectives, use the panel as a ‘sounding board’ and generator of new ideas and opportunities for collaboration, influencing our plans and proposed improvements. It is essential that the members represent a wide range of key stakeholder group, reflecting the differing needs of our Connections customers. If you would like further details of our Connections Stakeholder Panel, please get in touch by emailing us at email@example.com. In 2017/18 we worked very hard to increase opportunities for engagement: 1. Connections Stakeholder Panel - Biannual meetings held with 55+ key players across all market segments in the connections industry, a 57% increase. 2. Annual Stakeholder Surveys - In-depth survey with 500 customers and 4,800+ give the opportunity to provide views on our service and what we could be doing to improve it. 3. Monthly Customer Satisfaction Survey - Survey questions redesigned to to give greater focus to key challenges for our stakeholders and satisfaction increased from 7.2/10 to 7.9/10. 4. Account Management - We have eight account managers who engage with a range of metered, unmetered and distributed generation customers on a daily basis, leading to improved customer satisfaction. 1. Industry Events - We were key speakers at 35+ events over the past year, in which we were open to scrutiny, including the National DG Forum and Scottish Renewables Conference, Smart Energy Wales and Energy Policy for Wales. 2. District Stakeholder Panels / Community Energy Days - We reached over 300+ people at 11 community energy days and district stakeholder panels where we highlighted our plans with out district teams. 3. Customer Workshops - Over 2000+ stakeholders had the chance to attend our various customer workshops, covering topics such as queue management, statement of works, battery storage, export limiting devices, electric vehicles and flexible connections in constrained areas. 4. District Days - 132 district day opportunities for customers to meet local staff and discuss any issues. 5. Website - Our website's connection section received 98,887 hits this year alone. 6. Newsletters / Booklets - Over 250 guides distributed to stakeholders this year, ranging from focused connections newsletters, electric vehicle connections leaflets to information on heat pumps - all direct outputs from feedback from our engagement. 7. Social Media - We use Facebook and Twitter to deliver key messages, we have 5,664 likes and 9,792 followers. 8. Plan Endorsement - Over 1,400 stakeholders were asked to endorse our plan.