Commercial connections, innovation and whole system Stakeholder engagement event 7th & 10 th May 2019
Safety, Health and Wellbeing Moment May is National Walking Month and now the evenings are lighter for longer, this makes it the perfect time to get outside, and get walking A few of the benefits of walking include: ✓ Lowered risk of dementia v ✓ Increased energy ✓ A full body workout ✓ Increased Vitamin D intake ✓ It can make you happy 2
Including stakeholder engagement - Feb 2019 event First draft Business Plan July 2019 v 3
RIIO T2 Commercial and Connections Policy Ambitions and Initiatives Lauren Logan, Commercial Policy Manager
Commercial and Connections RIIO T2 Policy Proposals Policy Measuring Re-cap Our plans development our success Objective of today: Outline SHE- Transmission’s RIIO T2 Commercial & Connections Policy plans and our proposals with our stakeholder and gather feedback to further refine plans 5
RE- CAP ON WHAT’S DRIVING T2 CHANGES • Customer feedback; more customer engagement in physical and flexible connections • Lessons learned from T1 that customer expectations are changing: innovative solutions and engagement pre-application and post connection • Increased engagement with stakeholder on wider policy issues and industry change • FES Scenarios: Diversity in technology, size and location of customer From T1 Customer focused From indirect customer business relationship* Towards T2 6 *as set out in licence obligations and industry codes
PROPOSED AIM AND AMBITIONS AIM : Provide tailored solutions and services Review Scoping for all our connection customers, that are also optimal for the wider GB energy consumer CUSTOMER EXPERIENCE Energised Application Ambitions Connecting 1. Tailored customer services and products for our existing and future customers 2. Optimal connection solutions Our ambition applies to each 3. Accessible connections process step of the Customer Experience from pre- application to post- energisation 7
Our RIIO T2 Company Enable Strategic the aim transition to a Connections Plans* low carbon economy 1. Stakeholder-Led Strategy 2. Safe and Secure Network Company Operation Strategic 3. Sector Leading Efficiency themes 4. Leadership in Sustainability Provide tailored solutions and services for all our connection customers throughout Connections the customer experience, that are also aim optimal for the wider GB energy consumer. 1. Optimal connection solution 2. Tailored customer services and products for our existing Connections and future customers ambitions 3. Accessible connections process Policy Connections Policy initiatives initiatives (deliverables) 8 *subject to consultation with stakeholders and regulatory approval
PROPOSED POLICY INITIATIVES 2. Tailored customer Connections 3. Accessible connections services and products for 1. Optimal connection ambitions process our existing and future solution customers every stage of the customer Connections Policy experience Applies to NEW PRODUCTS AND initiatives (T2 DIGITALISATION ENHANCED ENGAGEMENT SERVICES deliverables) ACCESSIBLE CUSTOMER GUIDES IMPROVEMENT TO CURRENT TRIAL NEW SERVICES AND AND REVIEW OF CONNECTION Enablers (deliver in T1 PROCCESSES PRODUCTS FEES to get ready to T2)
RIIO T2 AMBITION 1:OPTIMAL CONNECTIONS SOLOUTION Connections 1. Optimal connection ambitions solution Connections Policy initiatives (T2 DIGITALISATION deliverables) 10
OPTIMAL CONNECTIONS SOLOUTION: DIGITLISATION “Look at grid capacity Digitalised Information availability …to tailor renewable offerings LIVE AVAILIBLITY MAP where capacity exists • Improvement to existing currently, without the need to reinforce …” network map • Where, when and what capacity is available • Spatial requirements • Type of connection solutions • Expected curtailment “… If we knew in calculator advance this area • Cost estimation (with the ESO) would have capacity over the next five years, we would be able to plan for that…” 11
OPTIMAL CONNECTIONS SOLOUTION: DIGITLISATION “It’s not SHE Digitalised Tools Transmission’s fault, but they have to go ONLINE PORTAL through National Grid. • Digitalise current process … The process is quite • apply for connections products rigid. It needs more • track the progress of connection ; transparency.” • engage with who is working on their connection directly; • store key documents; • pay connection fees and services “Customers would like • provide direct feedback to be kept up to date on • monitor performance and their application, what upcoming outages; stage it is at and what works has been completed. 12
OPTIMAL CONNECTIONS SOLOUTION Customer benefits to digitalisation • Support our existing service ; equipping customers with the information • This information will facilitate market opportunities • P romote new opportunities . Review Scoping • Promotes greater dynamic collaboration between the ESO, TO and the end customer; CUSTOMER • enable collaboration and whole system thinking EXPERIENCE Energised Application • We will keep the map up to date by linking it to our internal systems Connecting 13
RIIO T2 AMBITION 2: TAILORED CONNECTIONS PRODUCTS AND SERVICES 2. Tailored customer Connections services and products for ambitions our existing and future customers Connections Policy NEW PRODUCTS AND initiatives (T2 SERVICES deliverables) 14
TAILORED CONNECTIONS PRODUCTS AND SERVICES “collaboration during • New flexible offer product • the offer assessment Opportunity to explore Offer in stage and ability to connection options before formal offer stage iterate the requirement principle • Hold place in the capacity queue (within reason) " for a limited time “….– even a small New Queue management service; “… if a project is one (modification) provides an active capacity queue not progressing – then you have to New products : Queue allow others to start all over again • accelerate connections move forward” which doesn’t • Management minimal modification ; quicker seem fair.” turnaround for minor changes without comprising queue position 15
TAILORED CONNECTIONS PRODUCTS AND SERVICES (2) “However common sense • More engagement and and practical approaches Energised information post connection mean we do interface • Indicative outage plans in [with the TO despite the engagement advance at the offer stage rules] …to everyone’s • Dedicated contract manager benefit…to know about service • New Product : Outage solution; “A product any changes as soon as accelerate outages or another which could possible … connection solution allow customers to condense outages …” • Getting ready for your project’s When we asked repowering or redesign Renew • Provide a proactive service to customers what review your connection solution they would use a service • New product: ‘connection post connection renewal’ service for, 26% said design reviews . 16
TAILORED CONNECTIONS PRODUCTS AND SERVICES Customer benefits to tailored products and services Tailoring our products and services ensures we meet the needs of every customer regardless of size or type Review Scoping • Offer in principle: increased flexibility in the application process to explore and arrive at the most optimal solution before proceeding to formal offer CUSTOMER • Queue Management : quicker connections removing queue blockers; EXPERIENCE Energised Application alignment of timelines • Energised Service: minimise business disruption • Renew: ensures customers remain on the most optimal solution ensures Connecting your project and our network performance as efficiently as possible 17
RIIO T2 AMBITION 3:ACCESSIBLE CONNECTIONS PROCCESS Connections 3. Accessible connections ambitions process Connections Policy initiatives (T2 ENHANCED ENGAGEMENT deliverables) 18
ACCESSIBLE CONNECTIONS PROCCESS Customer Advocacy “Reviewing industry frameworks for possible Our new customer advocacy service aims to provide improvement and fighting customers with up to date: for ways to improve how • Industry policy changes : including targeted events to the industry works, is educate customers on current practices, seek feedback clearly a good idea.” on policy change and advocate for policy change • Market opportunities: we will horizon scan and make our customers aware of any new opportunities “I think both ‘supporting thriving Our online portal will provide a communities’ link to share information and …Removing barriers feedback and invite customers in communities to events alongside new opens and enables dedicated advocacy members. other things to happen. 19
ACCESSIBLE CONNECTIONS PROCCESS Customer Collaboration “… They have a tidal energy Our customer collaboration service aims to enable collaboration project and they’re planning to between ourselves and customers and between customers: put an Electric Vehicle (EV) • A ‘ register interest ’ feature on our availability map to enable charger onto that. How many co-location and consortia opportunities more of these applications • An online customer forum page to discuss and debate key might be possible? We would topics. very much want to work with the right organisations to enable that. 20
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