Performance summary 2020/2021
Overview of outputs34Meet Ofgem’s targets for the overall ‘time to quote’ and ‘time to connect’ for single domestic connections and small commercial connections. Improve the overall time taken to provide a quote for all other customer groups by 20%.(See note 1 below)
We outperformed Ofgem’s targets for ‘time to quote’ and ‘time to connect’ for single domestic connections and small commercial connections. We have also beaten targets for one of the other customer groups.35Provide excellent customer service so that customers continue to rank us as the top-performing DNO group in customer satisfaction surveys.(See note 2 below)
We are one of the top performing DNOs for the Connections Customer Survey in Ofgem’s Broad Measure of Customer Satisfaction, scoring an average of 9.08 out of 10 for our DNO group.36Carry out surveys with distributed generation customers to find out if they are satisfied with our service and identify where we could improve.
We achieved a score of 8.81 out of 10 for distributed generation customer satisfaction surveys. We have specified a range of improvements within our work plan for the Incentive on Connections Engagement (ICE).
Overview of outputs37Develop and improve the way we process online connection applications and make it easier for customers to track the progress of their application online.
We have launched our “Enquiry Tracker” website to allow ICP/IDNO users to track enquiries from application to connection. Details have been published in our ICE work plan.38Make sure that the information we provide in documents and online is effective.
We have improved the information we provide in documents and online in line with stakeholder feedback.
Overview of outputs39Host ‘surgeries’ every three months to help connection customers to understand our processes.
557 connection surgeries took place across our four licence areas.40Work with major customers to identify where our processes can be improved and quickly put in place any changes.
We engaged with over 16,000 stakeholders through events and over 1,700 through customer satisfaction surveys. The actions in our ICE work plan are based on suggestions we received from these events and surveys.
Overview of outputs41Aim to achieve no failures of the connection GSOPs.(See note 2 below)
There were only 14 failures against the connection Guaranteed Standards of Performance during 2020/21. We had a further nine failures against Competition in Connection standards, which relate to services we provide that cannot be carried out by competitors.
Overview of outputs42Improve customer awareness of other connection providers and regularly check that customers understand the options available to them.
We provide clear information for customers explaining that they can use other connection providers. We carry out a yearly survey to measure customer awareness. The 2020/21 survey showed that 90% of customers who had a new connection were aware of other providers.43Work with other connection providers to extend the type of work they can carry out, including high voltage and reinforcement work.
In agreement with stakeholders, CIC specific stakeholder meetings are now held on an ad hoc basis. No meetings were held during 2020/21. However, all of these stakeholders are part of our Customer Connections Steering Group (CCSG). Three virtual session took place during 2020/21 and we used feedback to improve our processes.
Note 1: This target is for the full eight-year RIIO-ED1 period, not for each separate year.
Note 2: This target is for each year of RIIO-ED1.