Utility Week

35 ISSUE 02 FEB/2019 Following consultation with disability groups, UK Power Networks has redesigned its website to make it easier to use for vulnerable customers. e energy firm worked in partnership with leading digital access charity AbilityNet to test the new website's design and accessibility. Customers who were visually impaired, physically disabled, deaf or hard-of-hearing all gave detailed feedback and at one stage a sample of more than 500 people were surveyed. e team worked to make sure the website was suitable for every type of disability and kept improving the design until users consistently rated it nine out of ten. Only then was it relaunched to the public. "We are delighted that customers find they can easily access our services and find peace of mind. e new website pages are proving very successful and particularly important to help customers sign up to our Priority Services Register," says customer vulnerability manager Kerry Potter. Website redesign UK Power Networks 4 PSR data sharing United Utilities and Electricity North West 2 For the first time in the UK, an energy company and a water company are operating a single vulnerable customer database. e utility companies started sharing new Priority Services Register (PSR) customer data during a 12-week trial period in February 2017, during which 1,500 customers' details were exchanged. Of those, 395 proved to be new registrations. e agreement remained in place after the trial ended in April and United Utilities' priority services lead, Amanda Phillips, says the two companies are sharing the details of around 200 customers a month. "It was really a two-way project, that worked really well both for companies and for customers in the region," adds Phillips. "At the end of the trial, it was a no-brainer to continue. It's a great project in the North West and customers have really benefited from registering once and getting cover for both water and electricity." Electricity North West also has a partnership arrangement in place with the North West gas network operator, Cadent, which provides it with PSR referrals. e not-for-profit water company has been using big data to map the area of Rhondda Fach in order to promote social tariffs and ways to help customers. e data mapping is part of the Rhondda Fach Water Resilient Community project that was set up in January 2018 to help one of the most deprived areas in Wales. " e work involved collaborative working with the public and third sector as well as customers and community groups, and use of 'big data' for the area (10,000 properties) and overlaying it with our own data to create a picture – looking at income, deprivation, employment and other areas," says a company spokesman. "We have seen great benefits from the community since we launched this project a year ago – including helping customers save £120,000 in lower bills, carrying out lessons for 2,000 children across the area, and awarding £13,000 to community groups through the Welsh Water Community Fund. is has helped us create a lasting legacy in the area long after we have completed our investment work," adds the spokesman. Big data mapping Welsh Water 3 ames Water is piloting a scheme that will see some of its team learn sign language. e pilot aims to see staff trained so they can visit deaf or hard-of-hearing customers at their home to provide support on a range of matters, from understanding their bill to resolving operational issues. ey will also be able to find out if there is anything else that can be done to help improve the service received from ames Water. One customer service representative is currently taking lessons at a local college, with more expected to start the course this year. "We have lots of opportunities to communicate with our customers and having a range of options is very important," says ames Water's Paul Day. "We would urge anyone with hearing difficulties to sign up to our Priority Services Register so we can ensure they get all the support they need from our team." Sign language ames Water 5

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