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Website relaunched with industry’s first live power cut tracker

UK Power Networks’ new website includes the electricity industry’s first power cut tracker - enabling customers to track engineers’ progress to restore electricity supplies, in the same way as a parcel delivery.

From Press releases - 12 April 2018 12:00 AM

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Over 250 customers helped ‘road test’ the new website for the UK’s largest power distributor before it went live, with its developers drawing inspiration from leading internet retailers and brands outside the utility sector to shape the new-look website and services.

The aim was to create the best online services for customers using mobile technology ‘on the go’, keeping it quick, easy and user-friendly to help everyone, including foreign language speakers and people with disabilities. AbilityNet, experts in enabling people with any disability to use technology, tested the website with disabled people and those with visual impairments, with developers acting on their feedback to make sure the website is accessible for all.

Robin Christopherson MBE, Head of Digital Inclusion, AbilityNet, said: “It was a pleasure to work with the team at UK Power Networks. It’s rare to work with a client that focuses to the level of detail that they did – starting by focusing on a particular journey and then rolling lessons learned out across their whole site. They showed how much can be achieved when you make a real commitment to inclusive design, building better digital services for all their customers, but especially those with accessibility needs.”

UK Power Networks keeps the lights on for 18 million people across London, the South East and East of England and one of its new online services, the power cut tracker, has a timeline tracking progress from the moment when a power cut is first reported to the moment power is restored.

All the information customers receive by calling UK Power Networks during a power cut is now available online, making it quick and easy to find out what is going on and select other services, such as regular text updates, until their supplies are restored.

Matt Rudling, director of customer services at UK Power Networks, said: “More and more people are looking at our website from their phones and tablets. Our new website delivers a personal service that is easy for our customers to use from a mobile.

“The new power cut tracker enables customers to follow progress on their power cut in much the same way as they might track their parcel delivery. Further online services will be going live later this year as we continue to improve our digital services for the modern world in which we live.”

Visits to UK Power Networks’ website continue to grow as customers increasingly search online for information and updates. The new tracker service works on all smart phones, tablets and desktops. During the storm on January 18 there were over 150,000 visits to UK Power Networks’ website in one day, equivalent to two weeks’ worth of visits. The new service has been designed to cope with sudden surges in demand, which severe storms can produce.

Toni Calder, marketing communications manager at UK Power Networks said: “Technology is advancing at a pace and the world is now full of digital customers who use mobile on the go, track items with one click, communicate using a range of channels and expect a personalised service that is easy, quick and round-the-clock. We’ve been testing our services and asking customers what they want. The result is that throughout this year and next our customers will see new technology online that meets their needs.”

Visit the new power cut tracker at: www.ukpowernetworks.co.uk/powercut