Customers
Project Iris - phase 5
To improve the customer contact experience and enhance UK Power Networks' ability to update customers during a power cut.
Key deliverables
- Enable email notifications during outages
- Enhance IVR journey and customer identification
- Increase safety information and proactive contact options
Target outcomes
- Improve customer contact and satisfaction
- Enable self-service and timely information delivery
Measures of success
- Improved contact for customers where we do not have a phone number
- Improved customer satisfaction and speed of response
- Provide the customer with the ability to self serve and ensure they have all the relevant information
- Improved contact rate with customers and improve customer satisfaction
- Deliver a solution to enable navigation and speed of connection or information to customers
Stakeholder Engagement
Held internal workshops with staff, reviewed customer feed back and customer satisfaction scores.
Timeline
Status
ExtendedMilestones
- Enable the ability to send emails to Unplanned or Planned Power cuts (Jan 25)
- Increase information provided to the customer in the IVR (Jan 25)
- Identify Customers based on their journey in the IVR (Jan 26)
- Enhance the speed of contact for customers during a power cut notification (Sep 26)
- Enhance the IVR journey with increased contact journey options (Sep 26)
Change log
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Assets and OperationsSummarAIze
SummarAIze is an initiative to improve how power outages are managed by automatically generating clear incident summaries and more accurate restoration time estimates. It uses data from our outage management system (ADMS) to help teams respond faster and keep customers better informed during power cuts.