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Power firm travels down its own Electric Avenue

UK Power Networks marks National Customer Service Week with Electric Avenue – a set of fun soap-opera style animations to aid staff training

From Press releases - 28 September 2017 12:00 PM

Electric Avenue image.jpg

Forget Ramsay Street and Albert Square – the UK’s biggest electricity distributor has created its very own path called 'Electric Avenue'.

Ahead of National Customer Service week (starting October 2), UK Power Networks, which owns and operates the electricity networks in the East of England, London and the South East, is believed to be the first in the utility industry to go down the road of producing an animated soap opera to deliver customer service training, based on a fictional street called 'Electric Avenue'.

Employees are featured in the series which brings to life staff delivering great service to customers. The innovative series of animations, produced in conjunction with agency Sting Media, is designed to show employees how delivering the best levels of service can have a positive impact on customers' everyday lives.

The first few episodes were an instant hit among the 5,600 staff who like the blend of humour and real experiences.

The intention now is to complete a full series of six films for release throughout the year with staff having the opportunity to influence future scripts with their suggestions. UK Power Networks was named by the Sunday Times as one of the top large companies to work for in the country for the third successive year in March of this year partly due to employee comments.

Hannah Ngoma, head of customer change at UK Power Networks, said: “The animation and the humour within the stories really helps our staff engage with the messaging and we have had a great response both in the field and at our call centre.

“The 'Electric Avenue' campaign takes a deliberately light-hearted approach to important experiences from a customer’s point of view. It is great that these really resonate with colleagues and staff want to feature in these videos.

“Through the series, we will highlight how our four Think Customer pillars: Respond Quickly, Take Responsibility, Get it Right First Time and Celebrate Success; frame the way we work with our customers. This demonstrates our commitment to delivering excellent service to all of our customers whatever their needs, first time, every time.“

Nicole Streak, producer and creative director for Sting Media, said: “We have really enjoyed the collaborative approach taken by UK Power Networks with this project. This is a fresh concept and we welcomed being given licence to make the films as entertaining as possible, while still delivering key messages to staff.

“Weaving real UK Power Networks team members into the narrative is fun and can only increase engagement with staff. It is pleasing to see how well received the campaign has been so far and it has been great to see an authentic brand at work within an organisation.

“This creative campaign is innovative because of the way it turns a spotlight on UK Power Networks' relationship with its customers and also with how it take a longer-term view of employee communications. It really speaks for the fundamental appreciation for customer service that runs through the entire organisation.“


Picture caption: A still from the first 'Electric Avenue' short animated film.

For further information please contact UK Power Networks press office on 03301 591712.

Notes to editors:

UK Power Networks is the country's biggest electricity distributor, making sure that the lights stay on for more than eight million homes and businesses across London, the South East and the East of England.

Network operators are not the same as energy suppliers; network operators manage local power lines and substations, while energy suppliers sell the electricity that runs through the power lines.

UK Power Networks is the first electricity distributor to be named in the Sunday Times' Top 30 Best Companies to Work For, and made industry history by becoming first company to win Utility of the Year two years running (2015 and 2016, also 2012).

The company invests more than £500 million in its electricity networks every year, offers extra help to vulnerable customers at times of need, and is undertaking trials to ensure that electricity networks support the transition to a low carbon future. It also moves cables and connects new electricity supplies. If you have a power cut ring 105, see or tweet us @UKPNnews