Case Study
Digital Exclusion: The Challenge of Communicating with all Energy Customers
Benefits, themes & impacts:
Environmental | Customer | Financial
Project partners:
Catapult Energy Systems | Cadent | Northern Gas Networks | National Grid
The Challenge
All energy networks are required to communicate with their residential customers for a number of reasons, such as planned outages, managing customer expectations and local disruptions.
Current methods include automated and manual telephone calls, or use of the postal service. These channels are slow and usually lack confirmation of receipt. An added challenge will the loss of the wired Public Switched Telephone Network (PSTN) at the end of 2025.
Increasingly, important communications are being conveyed using digital channels. Whilst digital methods are popular with the majority of customers, it's estimated that 20% of the population are digitally excluded without easy access to the internet.
As part of the transition to net zero, there will be an increased requirement for networks to communicate with customers to encourage them to adopt low carbon technologies (LCT), such as heat pumps and solar panels. This will require increased communication and information dissemination, most likely done using digital formats.
A lack of effective channels could impede the roll-out and uptake of these LCTs, leaving digitally excluded customers unable to participate in and benefit from these developments.
Project Partners
This has been a successful National Innovation Allowance (NIA) funded collaborative project with Cadent Gas, National Grid Transmission and Northern Gas Networks.
The project facilitated engagement with key stakeholders from the energy and non-energy sectors to understand best practice methods within their respective industries. If the outputs of this research project are implemented, they could potentially have a significant social impact.
This project has provided the partner networks with an understanding of new ways of working, the range of contributing factors leading to digital exclusion, plus what steps are needed to ensure vulnerable and difficult to reach customers receive relevant information and benefit from the transition to net zero.
The Project
Following an EIC Call for Innovation launched in 2020, the Energy Systems Catapult (ESC) was selected to deliver this research project.
The project comprised three stages. A literature review, stakeholder interviews from the energy and non-energy sectors and a workshop. It concluded with a webinar presenting the outputs of each stage, which was held after the project was completed in August 2023.
The EIC supported ESC and the partner networks with project scoping. It also assisted with the completion of legal contractual arrangements in accordance with the Network Innovation Allowance (NIA) framework. Once the project was live, the EIC also supported the delivery of the project, which included risk mitigation.
The Impact
Environmental
Improved network understanding of communication which in turn, will assist in accelerating customer adoption and use of low carbon solutions.
Customer
Identified the potential needs of digitally excluded customers, which has given the networks a better understanding of how to facilitate effective communication, as well as a consistent approach across industries.
Financial
Provided actionable insights into better and lower cost methods implemented in other industries.
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.
Next steps
The collaborating networks are discussing whether a second phase of the project is required and what this might entail.
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