Supporting customers through Connections Reform by providing greater transparency
Case study
Through our collaboration with NESO and other industry stakeholders on Connections Reform, we recognised that customers would need additional information and support to understand and meet the requirements of the new Connections Reform processes. Customers wanted to be kept up to date with clear information while these processes were being established. We committed to continue to be as transparent with customers as possible even if we didn’t have all the answers.
Through our collaboration with NESO and other industry stakeholders on Connections Reform, we recognised that customers would need additional information and support to understand and meet the requirements of the new Connections Reform processes. Customers wanted to be kept up to date with clear information while these processes were being established. We committed to continue to be as transparent with customers as possible even if we didn’t have all the answers.
- 90%DSO customer satisfaction in 2024/25, up from 87.3% in 2023/24
- #1 DNOon major connection customer satisfaction
- 95%customer satisfaction at our latest DER forum in Spring 2024/25
It became clear that customers needed more support to meet the new requirements. They wanted accessible information for non-technical experts as well as insights and datasets to make sure their connections applications are correct first-time.
It became clear that customers needed more support to meet the new requirements. They wanted accessible information for non-technical experts as well as insights and datasets to make sure their connections applications are correct first-time.
1. Kept our customers updated.
We used existing customer forums and set up new regular touchpoints to keep customers up to date with information throughout the Connections Reform process. This also gave customers the opportunity to ask questions and provide feedback.
2. Enhanced our Network Operational Data Dashboard.
We enhanced our user-friendly Network Operational Data Dashboard to better support customers with the insights and software they need to navigate the application process. For more information on this dashboard and more, visit our DSO Performance Panel Report 2024/25.
3. Developed a customer portal to make it easier for customers to submit evidence.
Customers must submit extensive documentation for each project in line with the new Connections Reform process. We developed a customer portal designed to simplify the evidence submission process. Customers can log in, upload documents over time, and track the status of each submission in one place. This portal provides a clear view of project progress, highlighting where action may be needed.
1. Kept our customers updated.
We used existing customer forums and set up new regular touchpoints to keep customers up to date with information throughout the Connections Reform process. This also gave customers the opportunity to ask questions and provide feedback.
2. Enhanced our Network Operational Data Dashboard.
We enhanced our user-friendly Network Operational Data Dashboard to better support customers with the insights and software they need to navigate the application process. For more information on this dashboard and more, visit our DSO Performance Panel Report 2024/25.
3. Developed a customer portal to make it easier for customers to submit evidence.
Customers must submit extensive documentation for each project in line with the new Connections Reform process. We developed a customer portal designed to simplify the evidence submission process. Customers can log in, upload documents over time, and track the status of each submission in one place. This portal provides a clear view of project progress, highlighting where action may be needed.