Issue link: https://fhpublishing.uberflip.com/i/1162971
CUSTOMERS NETWORK / 30 / SEPTEMBER 2019 Q What is the purpose of your cus- tomer engagement group? MF: To provide challenge to SGN and an assurance to Ofgem that SGN have engaged e ectively on their business plan and that the plan appropriately re ects current and future consumers' needs and wants. TM: Our independent user groups have two key functions: To assess the quality of National Grid's ET and GT RIIO2 stakeholder engagement and the extent to which stakeholder views are re ected in the RIIO2 business plans. To scrutinise, review and challenge the business plans. Within the RIIO2 price controls set out by Ofgem, network operators are required to set up independently chaired customer engagement groups (CEGs). As part of our Utility of the Future campaign, Network caught up with the chairs of four of these groups to fi nd out more about their role and how they challenge the networks. MB: At the core of the customer engagement group (CEG) responsibilities is a sharp focus on making sure Wales & West Utilities are accountable to their customers and stake- holders. There is an unprecedented amount of change and disruption in the energy sec- tor, with the twin challenges of decarboni- sation and increasing customer expectation. So, it's our role to make sure that Wales & West Utilities Business Plan for 2021-2025 is " t to deliver against these challenges. TB: The primary purpose of the customer engagement group (CEG) is to test the business plans that have been developed through engagement with stakeholders and consumers. The CEG has the bene" t of sitting alongside the business through their plan development period and can o er ongoing challenge and feedback to support the business, producing the best possible plan. Q What sort of things is the group scrutinising? MF: We have looked in depth at the consumer research SGN are doing and have scrutinised their dra" plan spanning environmental impact, customer service and vulnerable customers. We have focused more on the outputs they are proposing Challenging the networks