September 2018 Critical Friends Panel 1
EQ Communications • Who we are • Housekeeping • Agenda 2
Purpose of today Provide you with Get your valued an update on what input into our we’ve been doing future stakeholder since we last met engagement plans 3
Agenda 4
Business performance update Graham Edwards Chief Executive 15 minutes 5
Regulatory performance in RIIO-GD1 As at 31 March 2018, we’re 100% compliant and ahead of target on 72% of regulatory targets Regulatory year 17/18 Number of Significantly ahead of Output category Ahead of target On target Behind target outputs target Safety 12 6 2 4 0 Reliability 10 1 6 3 0 Customer Service 5 3 1 1 0 Environmental 3 0 3 0 0 Social Obligation 2 0 1 1 0 Connections 8 6 0 2 0 Total 40 16 13 11 0 On track to achieve all output targets over the remainder of the control period 6
5 th consecutive RoSPA Once again scored Recognised as an 100% in Achilles Gold Award, and Gold exemplar organisation accreditation for safety Medal and Highly for process safety in management systems Commended in Oil and major accident – fourth year in a row Gas sector prevention Maintained regulatory Continue to maintain Through our one and two hour gas lost time injuries at partnerships, we emergency response market-leading low- provided more than targets of 97%, despite levels – currently 0.04 4,500 CO alarms, impact of severe lost time injuries per 96% to those most weather such as ‘Beast 100,000 hours affected by CO from the East’ 7
Achieved overall customer satisfaction score of 9.15 in 2017/18 – joint second with Northern Gas Networks Resolved 83% of complaints within 24 hours of receiving them Reduced complaint volumes by 46% over last three years Achieved ‘Distinction’ rating from Institute of Customer Services ServiceMark accreditation Installed more than 430 Warm Home Assistance connections so far in 18/19 – aim to deliver 17% more WHA connections that originally planned Added more than 3,300 vulnerable customers to the Priority Services Register – a 94% increase on 2016/17 8
Connected one more Reduced carbon biomethane plant, taking emissions from our our total to 19, which network by 17% through can potentially power targeted mains more than 180,000 replacement homes Our Future Energy Launched GB’s first Director, Chris Clarke, was recognised by national flood map, IGEM for his which incorporates ‘Outstanding’ current and future contribution to designing predictive flood a sustainable, scenarios for the 2020s, environmentally friendly 2050s and 2080s energy future 9
Future of Energy People/skills • Created new Energy Strategy Director, to help shape • 12 Apprentices recruited, taking our total to 171 our vision for 2050 • Substantial investment in more than 60 roles in • Created 2050 Energy Pathfinder, an energy Cornwall simulator, unique in the energy sector, which helps regions work out solutions to reduce their impact on • Created new in-house management training the environment programme • Collaborating with WPD and others on Freedom • Supporting Business in the Community Cymru’s project, which investigates the use of hybrid heating Business Class and Veterans Employee Work systems • Invested £1.8m on 22 innovation projects during 2017/18 10
Consultation Campaign Sarah Hopkins People & Engagement Director 20 minutes 11
Challenges & Objectives Generate a robust sample of Low business awareness feedback from a broad and inclusive range of stakeholders Lack of understanding – Increase brand awareness to create role of gas in the future of clarity of our role in the energy mix energy Build understanding of our current role to inform feedback on our future No customer database role Create an emotional connection with Demonstrate our us to contextualise the value commitment to engaging stakeholders place on the services and listening we provide 12
Our approach Stakeholder segmentation strategy Consultation question methodology • Primary audience • Questions – core themes • Mosaic Profile review • Audience – targeted interactions • Strategic stakeholders • Channels – high level vs in-depth • Internal stakeholder identification Channel strategy – each channel Creative insight - creating context focused on the customer benefits we chosen to perform a specific purpose deliver through our services from creating awareness to generating responses Creative delivery – a multi-layered Incentives – weekly incentives strategy designed to be accessible for focused on driving responses offered mass audiences and tailored to target at an appropriate reward level key groups 13
Early results Age Profile 4000 Gender 39% 3000 Female Male 2000 61% 1000 0 15-24 25-34 35-44 45-54 55-64 65+ Postcode Heat Map Channels Chatbot 877 Shows - RWAS 2216 Shows - RCS 903 Shows - Eisteddfod 5103 Shows - BWS 1386 Portal - Welsh 63 Portal 8653 DG Workshop 5 Conference - Smart Energy Wales 9 Conference - OTAC 50 14
Early insight – Emergency Service Q: We run the gas emergency service for the communities we serve. That means if you smell gas or have a gas leak, we’ll be there to keep you safe. On average it takes us 40 minutes to get to you to resolve a gas emergency. Online Survey : Face to Face Workshops Focus Groups & Vulnerable Response times People Interviews About right Too fast 96% said ‘About Generally okay right’ 24 Must prioritise Too slow for % vulnerable vulnerable people 3% Fire & Rescue – 73 Support mixed views requirements % discussed 15
Who we’ve engaged with and how 16
Next steps Immediate Actions Tranche 2 Analysis of data Optioneering and cost Existing Data analysis Commissioned Research Triangulated by Further engagement and independent experts research Consultation Results Prioritisation Review and sign off Sense check and agree Inform business plan and actions for Tranche 2 inform business process Stakeholder Outcomes Delivered Underpinned by a continuous cycle of engagement, listening and action 17
Stakeholder priorities Sarah Hopkins People & Engagement Director 20 minutes 18
Workshops and research • Seven events, attended by 81 stakeholders: • Emergency Services • Charity representatives Locational Workshops • Council • Government • Utilities Topic-specific Workshops • Housing Associations • Suppliers Research 19
Workshops and research • Two Future Bill Payers’ Workshops • Attended by more than 40 stakeholders, including our Locational Workshops Apprentices and High School pupils • A Distributed Generation Workshop • Topic-specific Workshops Attended by 27 stakeholders Research 20
Workshops and research • Carried out Vulnerable Customer research: • Three focus groups • Locational Workshops 20 face-to-face interviews • 31 Care & Repair casework surveys • Topic-specific Workshops 100 telephone interviews Research 21
Priorities 2018/19 2017/18 1. CO awareness and prevention = (Social 1. CO awareness and prevention = Obligations) 2. Customers in vulnerable situations = (Social 2. Customers in vulnerable situations +5 Obligations) 3. Lower carbon future -1 3. Supporting the fuel poor +1 (Social Obligations) 4. Supporting the fuel poor = 4. Lower carbon future -1 (Planning for the future) 5. Meeting future demand = 5. Meeting future demand = (Planning for the future) 6. Innovation = (Planning for the future) 6. Innovation +2 6. Customer Service +1 (Customer Experience) 7. Customer service NEW 8. Connections = (Customer Experience) 8. Connections NEW 8. Protecting the environment +3 (Planning for the 9. Theft of gas -6 future) 10. Major incident planning = (Customer Experience) 10. Major incident planning -4 11. Theft of gas -2 (Customer Experience) 11. Protecting the environment -2 12. Smart metering = (Customer Experience) 12. Smart metering -2 22
Social Obligations 2017/18 Future? • Create two-way referral processes with • Created strategic partnerships with Fire & partners Rescue Services, Federation of Small Businesses and Care & Repair • Review our engineers training, consider • Once again our services were verified against Safeguarding training. Research and British Standard for Inclusive Service investigate death rate comparisons from CO Provision (BS18477) poisoning and cold homes • Provided more than 96% of CO alarms to • Consider free CO alarms for all – carry out a those most affected by CO, an increase on cost/benefit analysis and explore partnership 33% during 2016/17 and funding opportunities. Raise suggestion with Ofgem for gas suppliers to install CO alarms alongside smart meters • Review funding opportunities to address • Installed 1,050 Warm Home Assistance number of connections across the network for connections all customers 23
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