AI brightens path to tailored support for vulnerable customers
Machine learning and advanced data modelling are lighting up new ways for UK Power Networks to identify and help vulnerable customers.
The electricity distributor’s Priority Services Register (PSR), which enables it to provide free extra help during power cuts for close to three million customers, is going high tech under its latest innovation, Project Spotlight.
The innovative trial analyses data from industries such as telecommunications, retail and technology to identify areas where the company’s efforts can reach the greatest number of vulnerable customers. The advanced automation also reduces the need for manual input as part of the analysis process, freeing up employees to focus on supporting customers.
UK Power Networks’ specially-trained staff can now get in touch with the customers most likely to be eligible to join the register, to let them know what help is available during power cuts and how to use energy more efficiently. The latest PSR campaign has seen UK Power Networks engage with over 100,000 customers identified by Spotlight, which will help further validate the accuracy of the model.
The machine learning algorithm developed as part of the project will build data models that can be scaled up and evolve as it is fed new information. This will allow for deeper insights, pattern recognition, trends and predictions, ensuring that UK Power Networks’ support service remains adaptable for future needs.
Spotlight is one of many UK Power Networks innovation projects being funded by Ofgem’s Network Innovation Allowance (NIA). The NIA provides network operators with funding to support projects to address consumer vulnerability, improve efficiency and deliver long-term financial and environmental benefits.
Consumer vulnerability manager at UK Power Networks, Jo Lomax, said: “Spotlight is reshaping the way we support vulnerable customers. By using data-driven insights, we’re not only identifying those who need help, but it’s also ensuring that the support we offer is personalised, relevant and timely. This project is a crucial step towards building a more inclusive energy system for everyone.”
Paul Singh from Hertfordshire is on the Priority Services Register and said: “As someone who relies on a steady and dependable supply of electricity for medical needs, signing up for the Priority Services Register gave me peace of mind. In the event of a power cut, UK Power Networks ensures I’ll receive the tailored support I need, making me confident that I’ll be taken care of no matter what."
Published 24/02/2025
The electricity distributor’s Priority Services Register (PSR), which enables it to provide free extra help during power cuts for close to three million customers, is going high tech under its latest innovation, Project Spotlight.
The innovative trial analyses data from industries such as telecommunications, retail and technology to identify areas where the company’s efforts can reach the greatest number of vulnerable customers. The advanced automation also reduces the need for manual input as part of the analysis process, freeing up employees to focus on supporting customers.
UK Power Networks’ specially-trained staff can now get in touch with the customers most likely to be eligible to join the register, to let them know what help is available during power cuts and how to use energy more efficiently. The latest PSR campaign has seen UK Power Networks engage with over 100,000 customers identified by Spotlight, which will help further validate the accuracy of the model.
The machine learning algorithm developed as part of the project will build data models that can be scaled up and evolve as it is fed new information. This will allow for deeper insights, pattern recognition, trends and predictions, ensuring that UK Power Networks’ support service remains adaptable for future needs.
Spotlight is one of many UK Power Networks innovation projects being funded by Ofgem’s Network Innovation Allowance (NIA). The NIA provides network operators with funding to support projects to address consumer vulnerability, improve efficiency and deliver long-term financial and environmental benefits.
Consumer vulnerability manager at UK Power Networks, Jo Lomax, said: “Spotlight is reshaping the way we support vulnerable customers. By using data-driven insights, we’re not only identifying those who need help, but it’s also ensuring that the support we offer is personalised, relevant and timely. This project is a crucial step towards building a more inclusive energy system for everyone.”
Paul Singh from Hertfordshire is on the Priority Services Register and said: “As someone who relies on a steady and dependable supply of electricity for medical needs, signing up for the Priority Services Register gave me peace of mind. In the event of a power cut, UK Power Networks ensures I’ll receive the tailored support I need, making me confident that I’ll be taken care of no matter what."
Published 24/02/2025