December 2017 Critical Friends Panel 1
EQ Communications • Who we are • Housekeeping • Agenda 2
Purpose of today Provide you with an update on and get your thoughts Get your valued on what we’ve input into our been doing since future plans we last met in June/July 3
Agenda 4
Business performance update Sarah Hopkins People & Engagement Director 5
Overall, we’re continuing to perform well when it comes to Demanding Safety Always… • 6 Cable strikes this quarter (14 YTD) • Our annual replacement programme is currently within budget • Our Lost Time Injury Rate is very positive – let’s keep it up going into winter!
9.4 9.2 9 8.8 8.6 8.4 8.2 We remain in 3 rd place out 8 of the gas networks for overall Customer Service 7.8 performance. 7.6
We’re in third place but it’s close! In summary: o Connections scores are on target o E&R are only slightly below target (by .05) o Replacement is below target by 0.29 • Complaint handling – we’re marginally below target • We’re on track to achieve the maximum Ofgem reward for Customer satisfaction
• Delivery of our investment plan to maintain the health of our assets • Our Network Management Intervention plan is on target to deliver our Outputs: o District Governor and Housing Replacement o Boiler Replacement o E&I Rebuilds – Increasing Site Security and Communications Resilience at our AGI’s • Upgrading Critical Network Infrastructure • Physical Security Upgrade Project substantially complete @ Choakford Seabank & Duffryn Clydach. o Project Blackout at AGI’s
• Our apprenticeship scheme continues to deliver results within the business with 21 new recruits joining us in September, and we were awarded the Apprenticeship Scheme of the Year at the recent CIPD Wales Awards • One of our key areas of focus is future- proofing the skills of our workforce and we’re already preparing for 2021 in conjunction with EU Skills • We’re preparing our vision for 2050 and what the future of energy could look like for ourselves and energy consumers • We’ve recruited more than 20 Gas Safety Ambassadors, to help us promote CO & Gas Safety Awareness in the communities which we work
Since we last met Sarah Hopkins People & Engagement Director 11
Y our thoughts and feedback Do you have any feedback on the update we sent you prior to today’s meeting? Did you have any questions on what we’ve been doing, specifically linked to the environment? 12
Priorities 2017/18 2016/17 1. CO awareness and prevention = 1. CO awareness and prevention 2. Customers in vulnerable situations +5 2. Lower carbon future 3. Lower carbon future -1 3. Theft of gas 4. Supporting the fuel poor = 4. Supporting the fuel poor 5. Meeting future demand = 5. Meeting future demand 6. Innovation +2 6. Major incident planning 7. Customer service NEW 7. Customers in vulnerable situations 8. Connections NEW 8. Innovation 9. Theft of gas -6 9. Protecting the environment 10. Major incident planning -4 10. Smart metering 11. Protecting the environment -2 12. Smart metering -2 13
Priorities • Meeting future demand • Carbon monoxide poisoning • Innovation prevention and awareness • Smart metering • Major incident planning • Theft of gas • Vulnerable customer support • Supporting the fuel poor • Protecting the • Customer service environment • Connections • Lower carbon future 14
Critical Analysis Workshop 1 15
Critical analysis – Session 1 Over the past 4 years (starting at the beginning of our most recent regulatory price control period, RIIO-GD1), what do you and those stakeholders you Similarly, where do you represent think we’ve think we need to done well and why? improve and why? 16
Coffee break 17
Visioning Exercise Workshop 2 18
Visioning Exercise – Session 2 Under each of our priorities, where do you think we should be focussing our attention over the next 10 – 20 years and why? 19
GD2 Consultation Plan Workshop 3 20
Our gas network/Y our energy future 2018: A year of engagement Elizabeth Warwick Stakeholder Engagement Manager 21
Key principles • Builds on best practice to demonstrate commitment and rigor • Maximise existing opportunities for cost effective delivery • Building legacy into new initiatives and materials • Robust analysis to reconcile data sources and apply sound judgement • Inform business plan and ensure consumers' voice is heard • Support future role of gas and the benefits gas networks deliver
Consultation Strategy – three pillars Customer and Existing data and Commissioned stakeholder research Research consultation • Customer • Gap analysis required • Who? – what already exists service/complaint • What? trends in-house • Where? • Connections data • Willingness to pay: • When? • Political audit Ofgem expectations? • How? • Need to understand • Media reports business appetite for • Customer Focus Group potentially costly Reports research • ENA research
Our stakeholders/audiences Devolved Energy Industry Gas Consumers Regulator Government Players Consumer Renewables Government Trade Body Organisations sector Community Elected politician Shippers Academic groups Waste Policy Makers Business Transport sector sector/Developers
Consumer reach Ofgem’s six energy consumer profiles Happy Shoppers Savvy Searchers Market sceptics Hassle Haters Anxious avoiders Contented conformers
Key activities and analysis Qualitative Workshops Events WEIGHTING Research Data Partner Surveys Consumer Survey Quantitative VOLUME
T actics Existing Touchpoints • Customer letters Owned • Newsletters • Current events programme Maximising existing • Customer surveys and apps opportunities cost • Social media effectively • Company website • Business as usual PR activity Consultation Activities Listening & responding Bought • Paid for Opportunities Consumer Challenge • Earned Advertising Group Improving our • • Enhanced events Workshops (including reach and Qualitative, programme existing) targeting key collaborative • • SEO Engaging partners groups and consultation • • Sponsorships Public affairs • areas Bespoke PR programme • programme Colleague engagement programme
Consultation themes Delivering value for money Designing our future Doing all we can to provide a reliable gas • Bills • Future of energy investment supply and promote • Innovation • Green gas sustainability • Collaboration & Partnerships • Flexible network and storage • Carbon footprint • Interruptions • Skills and people • Network investment • Smarter networks Driving outstanding Demanding safety always People and skills service • Mains replacement • Customer Service • Emergency service standards • Dealing with vulnerability • Carbon Monoxide • Addressing fuel poverty
Examples of what we need to produce/arrange Our Gas Network / Your Energy Future Online Film Print & Events Campaigns Design • Web Portal • Big Picture Film • Launch events • Bespoke PR • Facebook Chat • Short social • Regional events programme • Consultation • Bespoke social Bot media films tour brand media campaign • Refresh of • Stings – short • Community • Backdrops & • Public Affairs current website and sharp films events popups • Search engine to be built into • Stakeholder programme • Regional event external presos • Sponsorship and optimisation workshops stand (SEO) to focus • Business charitable giving • Standardised people to the programme to briefings slide deck consultation reflect key • Colleague events • Agreed additional messages • Incentives text for letters • Conference and emails (Prizes & programme • Colleague pack Giveaways)
High-level Timeline MARCH- DEC 17 JAN 18 FEB 18 AUG 18 JULY 18 Events Preparation Launch Promotion Analysis Programme GOVERNANCE & FEEDBACK
Voice of the consumer Critical • Currently exists Friends • Stakeholder representatives • Scrutinise current business plans Panel • GD2 and consumer focused • Discrete membership, focused outputs and clear Consumer remit on GD2 Challenge • Following Ofwat strict guidelines for water sector CCG Group • Not following membership – numbers or representation of DCWW or NWL
Governance Sign off plan, commitment to Internal integrate findings into BP CFP Insight & tactics CCG Verify methodology & plan, review how we’ve reflected feedback in BP
Statement of Consumer Consultation (SOCC) Keeping us honest, on track and demonstrating ‘best practice’
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