Case Study
Customers in Vulnerable Situations & Community Resilience
The gas distribution networks (GDNs) are responsible for ensuring communities have access to safe and reliable gas supplies. However the way GDNs understand vulnerability, the range of vulnerabilities ad how different vulnerabilities affect customers is complex.
Additionally, there's an equally complex and diverse range of stakeholders providing direct or indirect support to customers.
The ensure community resilience and customer safeguarding in the current energy climate (and during the future energy transition), it's necessary to understand and quantify the range of support already being provided by the gas, electricity, water and communication companies.
The Solution
The primary output of this project was the delivery of a desk-based evidence review entitled 'Customers in Vulnerable Situations and Community Resilience: A Cross-Utility Study'.
This research project identified and quantified practices and work already performed by the GDNs. Distribution network operators (DNOs) and other utilities to support customers and communities.
The study forecasted both the short and long-term risks to community resilience and provided recommendations to ensure networks are equipped to provide the most appropriate support for customers in vulnerable situations.
The Project
This two-phase action research project was conducted over an 18-month period. Action research was chosen as the preferred method because of its interactive, iterative and collaborative characteristics (it was also able to provide insight throughout the course of the research).
The Project Included:
1. Desk-based evidence reviews of over 70 resources
2. A call for evidence (CFE) issued to utility and non-utility stakeholders (x53 responses)
3. Two rounds of expert stakeholder workshops (x12)
4. In-depth, semi-structured expert interviews (x10)
5. NEA, NGN review session
6. Quantitative household postal survey (x43 responses)
7. In-depth, semi-structured household interviews (x8)
8. Stakeholder roundtable event (x24 stakeholders).
New Learning
1. Developed an understanding of how utilities identify and address vulnerabilities
2. Recognised the range and nature of vulnerabilities, plus their complexities
3. Identified available support to understand how to address vulnerabilities.
New Steps
To improve knowledge on customers in vulnerable situations, this project's final report is being disseminated through NEA's and NGN's relevant stakeholders. NGN are reviewing the final report to influence their core strategy on how they engage with customers in vulnerable situations. NGN plan to share and promote the changes made to their strategy, supported by the NEA.
Understanding the ways customers can experience vulnerability is essential if we're to ensure the transition to net zero is fair, just and inclusive for all. This research and the guidelines its developed will be key in enabling networks and partners to embed a vulnerability-first perspective into their planning and delivery, now and in the future.
The Project
Live field trials demonstrated various benefits for network partners, including reduced operational expenditure (OPEX). One trial conducted on a sample section of the gas distribution network in the north of England demonstrated that LeakVISION reduced the overall time required to locate and repair multiple gas escapes, minimising disruption to customers.
As part of the SIF funded project, a trial was completed in a live hydrogen pipeline to assess the device’s functionality and its capability to safely detect leaks. The trial proved successful, providing confirmation that both the deployment and retrieval approach for the device are secure.
- The successful implementation of a live thermal imaging robotic system within an operational gas distribution network.
- The system potentially could identify specific ‘areas of interest’ that require remediation.
- The system has future capability to guide more agile asset investment decisions.
- A robotic device that uses a heating element to warm-up flowing gas, in a live distribution network, safely and without incident.
- Identification of design improvements for field operations.
The Impact
Customer Service
Minimised disruptions from excavations to assess pipes in difficult to reach places.
Societal
Reductions in the number of excavations and faster repair times.
Environmental
Reductions in the volume of gas vented to the atmosphere during complex-to-locate gas escapes.
Operational
A reduced number of excavations will lead to improved safety and will result in fewer injuries to operatives.
The Project
The aim of StreetScore Phase 2 project was to improve the accessibility and experience of street works for customers in vulnerable situations and the wider public. The focus was on prototyping and validating concepts that could minimise disruptions experienced during street works, before potentially undertaking further developmental and testing activities that facilitates the transition to Business as Usual (BAU) deployment(s).
Workshops were also held to facilitate active engagement between network operators and key stakeholders, such as community groups, charities and advocacy groups. These sessions allowed network operators to develop a greater understanding of the challenges faced by customers in vulnerable situations and provided valuable insights into how customers adapt their behaviours and lifestyle around street works. The feedback gathered has also helped to inform the shortlisting of potential prototypes and concepts for future development.
The Impact
Customers
Improvements in accessibility and safety around street works, particularly for customers in vulnerable situations.
Community engagement
Improved engagement between network operators and third parties like community groups and charities.
Health and safety
Potential to reduce the number of incidents for customers when navigating street works. Learnings from the project have also enabled recommendations for changes or updates to existing regulations.
Financial
Improved guidance in working around street works thus reducing instances of fines for networks.
The Impact
Customers
Improvements in accessibility and safety around street works, particularly for customers in vulnerable situations.
Community engagement
Improved engagement between network operators and third parties like community groups and charities.
Health and safety
Potential to reduce the number of incidents for customers when navigating street works.
Financial
Improved guidance in working around street works thus reducing instances of fines for networks.
Access to the latest opportunities in the industry
Funding support and guidance
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Access to the latest opportunities in the industry
Funding support and guidance
Connect and collaborate with innovators in the industry
Sign up to our energy innovation hub to take advantage of the benefits and see our innovation opportunities