To date:
out of actions
are complete
are complete
Incentive on Connections Engagement (ICE)
Service improvement work plans
Start of action
Forecast completion
Action completed
Revised completion
Revised timescale
Projected timescale
Area for improvement
Action
Outcome for customers
Target measure
Voltage
Market segments
RAG Status
Q2
A
M
J
Q3
J
A
S
Q4
O
N
D
Q1
J
F
M
Provision of information
Provision of information
We will update our connections contact guide to include regional contacts and signposts to available support and resources.
Stakeholders will have a useful guide that provides contact details for our connections and customer service teams and signposts available support and online resources.
Guide updated and published.
HV
LV
LV
M
U
DG
ICP
Complete
Access to network information
We will develop a new process to provide customers who request it with access to more detailed network information.
Customers will have access to more detailed network information and asset records to support and inform their own design activity.
New process implemented
EHV
HV
HV
M
DG
Complete
Digital communications
We will trial recording the content of our connections forums and workshops and posting it to the web.
Customers will be able to view content from Northern Powergrid connections events at a time that suits them.
Two connections forums recorded and posted to web by Q2, 2017.
All
M
U
DG
ICP
Complete
Connections case studies
We will produce case studies on different HV and EHV connections projects to help customers understand the likely cost and resources required to deliver a specific job
Better understanding of what is required to deliver different types of HV and EHV connections
Case studies available to customers
EHV
HV
HV
M
DG
Complete
Implementaton of contract milestones
We will produce a simple guide to the implementation of new contract milestones.
Customers will have a guide that explains the new milestones being implemented in Northern Powergrid connections contracts.
Guide produced and published on web.
EHV
HV
HV
M
U
DG
ICP
Complete
Provision of information
We will provide training and tutorials on how to use our network availability heat maps and AutoDesign tool.
Stakeholders will be better informed about how to access, use and interpret the data available via these online tools and resources.
Minimum of four training sessions/tutorials held in the ICE plan year.
All
M
DG
ICP
Complete
Timescales for protection settings
We will conduct a formal business process review on the provision of protection setting information to our customers, with a view to developing service solutions that close any performance gaps identified.
Implementation of a revised process to provide customers with protection setting information in a more timely manner following the acceptance of a connection offer.
Formal business review completed and revised process implemented where necessary.
HV
M
DG
Complete
DG connections guide
We will work with the ENA to update the DG connections guide and incorporate new technologies like storage and export limiting devices.
Customers will have more accurate and up-to-date information on the requirements for connection of distributed energy resources.
Completion of a revised ENA DG connection guide.
All
DG
Complete
DG owner operator forum
We will hold a DG owner operator forum each quarter.
DG customers will have a forum to discuss operational issues and obtain accurate and up-to-date outage information, enabling them to plan more efficiently and strategically.
Four DG owners operator forums held during 2018/19.
EHV
DG
Complete
New Electric Vehicle (EV) connections guide
We will develop and publish a new EV connections guide. We will also review the EV information currently available on our website and make updates and improvements if required.
Stakeholders will have a useful guide on how to apply for different types of EV connections and access to better online information.
Engage with stakeholders to understand their requirements. Develop and publish a new EV connections guide. Review the information on our website and make improvements if required. Add an EV connections FAQ section to our website.
LV
M
U
ICP
Complete
Provision of information
We will develop an end-to-end connections process guide for major works customers.
Stakeholders will be better informed about the connections process, what to expect and in what timescale and know how to contact us should they need to.
Guide developed and published.
All
M
U
DG
ICP
Complete
Engaging with customers with poor power factor
We will engage customers with poor power factor and offer advice on how they can reduce their losses and in turn their electricity costs.
Stakeholders will be better informed about losses and how to reduce their electricity consumption and therefore costs
Identify customers with poor power factor. Briefings held at our engagement events in Q4 2019. Develop and publish an information guide.
EHV
HV
HV
M
Complete
Provision of information
We will make changes to our Get Connected homepage to improve the functionality and usability for customers.
Stakeholders will find it easier to locate and access connections information and services online.
Engage with stakeholders to understand their experience and requirements. Website changes implemented.
All
M
U
DG
ICP
Complete
Guide for Local Authorities and LEPs
We will produce a guide aimed at Local Authorities and LEPs which signposts the support and tools we make available
Stakeholders will have a useful reference that signposts the help, support and online tools we make available to those seeking a new connection to our network.
New guide developed and published. Guide issued to all Local Authorities and LEPs in our region.
All
M
U
Complete
Training for heat map users
We will deliver training on our network availability heat maps for users.
Stakeholders will be better informed about how to use our heat maps and the network information available. They will also have opportunities to provide feedback to help inform any future developments.
Deliver a heat map training webinar. Create a ‘how to’ guide for heat map users.
EHV
HV
HV
M
DG
Complete
Social media
We will trial social media ‘Ask the Expert’ Q&A sessions on topics identfed by our connections customers
Customers will have access to Northern Powergrid subject experts and will be able to pose questions and receive answers in real-time.
Four social media Q&A sessions held, one per quarter.
All
M
U
DG
ICP
Complete
SafeDig
We will inform stakeholders about the launch of our new SafeDig webpage and provide briefings and training for users.
Stakeholders will be better informed about our new SafeDig system and its benefits and have access to an automated and more user-friendly system.
Issue a communication to SafeDig users regarding the launch of the new webpage. Hold briefings at our Connections Customer Forums and ICP Seminars. Hold a ‘how to’ training session on the new SafeDig system.
All
M
U
DG
ICP
Complete
Providing timely and accurate information for generators on planned outages
We will develop and run a trial with generators to provide more timely and accurate information on planned outages.
Stakeholders will be better informed about network constraints and any planned outages affecting their assets.
Trial participants identified. Trial developed and implemented. Next steps agreed with stakeholders
EHV
HV
HV
DG
Complete
Network data requests
We will formalise a process whereby stakeholders can request network data and information.
Stakeholders will receive a more timely and efficient response to requests for data to help them perform their own upfront assessments.
Engage with stakeholders to understand their experience and expectations. New process developed and published.
All
M
U
DG
ICP
On track
Known network constraints
We will publish details of any known constraints on the transmission and distribution networks on our network availability heat maps.
Stakeholders will have better visibility and be able to make more informed choices about how, where and when to connect.
Information published and reviewed on a quarterly basis.
EHV
HV
HV
M
DG
On track
Improving our application and delivery process
Converting budget estimates into firm quotations
We will improve how we issue budget estimates to make it quicker and easier for customers to proceed to a firm quotation
Making it quicker and easier for customers to proceed from estimate to a firm quotation
Implementation of a new process
All
M
U
DG
Complete
Multi-optioneering application service
We will create a new page on our website that promotes our multi-optioneering service and explains the process to customers.
Customers will be made aware of the multi-optioneering service available to them and given a better understanding of the process and how to access it.
New web page available online.
EHV
HV
HV
M
DG
Complete
Stakeholders will be better informed and find it quicker and easier to make applications for different types of LCTs.
We will make changes to our online application process to make it easier to apply to install different types of LCTs.
Stakeholders will be better informed and find it quicker and easier to make applications for different types of LCTs.
Engage with stakeholders to understand their experience and requirements. Make improvements to our online application process as required.
All
M
U
DG
ICP
Complete
Developing our budget estimating tool
We will engage with stakeholders and seek feedback to develop our budget estimating tool.
Stakeholders will have opportunities to contribute to the continued development of our budget estimating tool and to help inform future use cases and the tool’s functionality.
Engage with stakeholders to understand their requirements. Feedback used to help inform future use cases and development of the tool.
LV
M
U
DG
ICP
Complete
Updates on our connections offers
We will provide customers with an update on the progress of their connection quotation midway through its preparation, where a 65-day guaranteed standard applies.
Customers will be better informed on the status and timescales of their expected offer.
Feedback being delivered.
EHV
HV
HV
M
DG
Complete
Contact information for connection engineers
We will create a new web page where customers can find the contact details for our regional connections engineers.
Customers will be able to access the contact details of our connections engineers quickly and easily.
New web page created and published on our website.
All
M
U
DG
ICP
Complete
Distributed generation connectons
We will create a quick cost calculator for generation connection applications and make it available on our website
Customers will be able to obtain an upfront, indicative cost for their generation connection.
Generation calculator available online.
HV
LV
LV
DG
Complete
Applying for a temporary site supply
We will implement changes to our application process that make it easier for customers to apply for a separate temporary site supply
Making it easier to apply for a temporary site connection
% of temporary connections applied for using the new process
All
M
DG
ICP
Complete
Storage applications
We will modify the G59 application form on our website to include an option to connect energy storage.
Customers will have a quick and easy method of applying for an energy storage connecton online.
G59 form modified and new option available, number of applications made using the new process.
All
DG
Complete
ICP design approvals
We will review of our ICP design approval process and make any necessary changes to ensure we can provide clearer and more timely responses to ICP submissions
Clear and timely approval of ICP design submissions
% reduction in approval time under new process
All
M
U
DG
ICP
Complete
Transmission/Distribution (T/D) interface
We will support the national working party on transmission processes and adopt best practice process outcomes
Improved communication on transmission issues and support for customers through the process
Progress communicated, new processes and policies implemented
EHV
M
DG
Complete
Streamlining our application process
We will work with customers who make multiple, repeat applications to streamline our applications process.
Customers who submit multiple, repeat applications on behalf of themselves or a third party will find it quicker and easier to make new connections applications.
New process developed and implemented. Customers who are potentially affected identified and notified.
All
M
U
ICP
Complete
Improved customer communications
We will include a description of the connection project as well as the enquiry reference, at the beginning of all our customer correspondences.
Customers with multiple connections will be able to identify the project we are referring to quickly and easily.
Customer correspondence reviewed and new standards applied.
All
M
U
DG
Complete
Re-connection of knocked down street lighting
We will run a pilot with a Local Authority to reconnect knocked down streetlighting within 10 working days from receipt of notification that the new column has been erected. Post-pilot, we will consider how to roll this out to other Local Authorities in our region
Faster reconnection of knocked down street lighting and a better service delivered to Local Authorities and members of the public
% decrease in working days taken to reconnect knocked down street lighting
LV
U
Complete
Pre-application surgeries for planners and developers
We will offer free pre-application surgeries for developers, Local Authority planners and consultants to help them identify the optimum and most costeffective connections solutions.
Stakeholders considering new builds and significant developments will be able to access local, specialist knowledge and advice. We will work together to identify the most viable and cost-effective connections solution
Notify all Local Authorities and LEPs in our region about the new service we are making available to them. Identify developers and consultants active in our region and ensure they are also aware of the service we can offer.
All
M
U
DG
ICP
Complete
Network constraints
We will ensure stakeholders with proposed or existing connections affected by known constraints on the transmission and distribution networks will receive better and more timely communication.
Stakeholders will be better informed about the likely impact on their project’s timescales and cost and be able to engage with us on this important issue.
Engage with stakeholders to understand their expectations and requirements. Review our processes and make necessary changes.
EHV
M
DG
On track
Improving our application and delivery processes
We will provide information on different types of connections including G98/99 and flexible arrangements and on the connection charging regulations.
Stakeholders will be better informed about the different types of connections available, how to apply and the implications of accepting different types of offers. They will have a better understanding of the connections charging regulations.
Guidance developed and published.
All
M
DG
ICP
Complete
Improving our communication and engagement
Connections surgeries
We will engage with stakeholders to understand what we could do to improve their connections surgery experience.
Stakeholders will have the opportunity to give feedback and help shape our proposition.
Engage with stakeholders to seek their feedback. Review how we promote and deliver our surgeries and make improvements if necessary. Trial 'virtual' surgeries. Introduce a new process to survey satisfaction of stakeholders attending our surgeries.
All
M
U
DG
ICP
Complete
Connections 101 sessions
We will host 'connections 101' sessions to introduce stakeholders to our connections business.
Stakeholders will receive a comprehensive introduction and overview to our end-to-end connections process and understand our role and responsibilities and a network operator and connections provider.
Minimum of two 'connections 101' engagement sessions held.
All
M
U
DG
ICP
On track
Engaging with connections stakeholders
We will work with stakeholders to develop and agree our connections engagement strategy to ensure it meets their needs.
Stakeholders will have the opportunity to inform and shape our future engagement strategy. They will clearly understand how their feedback drives change in our business and helps us to improve the connections service we provide.
Engage with stakeholders to understand their expectations and requirements. Review our current strategy, learning from best practice and successful initiatives and activities.
All
M
U
DG
ICP
On track
Customers who connect through a third party
We will engage with stakeholders who use a contractor to procure multiple connections and seek feedback from those stakeholders on our service.
Customers who use a contractor to procure multiple connections on their behalf will have the opportunity to give feedback and help shape our service improvement plans.
Identify customers who use a third party to procure their connections. Contact identified customers to seek feedback on our service
All
M
U
DG
Complete
Hard to reach connections stakeholders
We will hold dedicated engagements for hard to reach stakeholders with specific connection needs including NFU members, Community Energy groups and off-grid customers.
Stakeholders will be better informed about our connections processes and can engage with our experts. We will be able to better understand their specific needs and help them get connected in a quicker and more efficient way.
Two dedicated stakeholder engagement sessions delivered in 2018/19.
All
M
DG
Complete
Support for Community Energy groups and stakeholders
We will provide support for Community Energy groups and stakeholders seeking a new connection to our network.
Community Energy groups and stakeholders will have access to specialist advice and will be better supported when seeking a new connection to our network.
Create a dedicated CE section on our website. Provide information on available technical support and advice and free online tools. Create a connections FAQ factsheet. Minimum of two engagement sessions held in the year.
LV
DG
Complete
Pre-application support
We will review and formalise our pre-application support and advice proposition.
Stakeholders will receive better upfront advice and support and can explore their options before making an application.
Engage with stakeholders to understand their expectation and requirements. Review and develop our proposition, learning from best practice.
All
M
U
DG
ICP
On track
More targeted communications
We will create a new web based process to enable customers to register as an interested stakeholder by connections customer type.
We will be able to deliver more targeted communications and engagement, tailored to different types of connections customers.
Web form created and published on our website.
All
M
U
DG
ICP
Complete
Improving our communication and engagement
We will host regular engagement sessions with Local Authorities to support their pipeline of connections projects and discuss their long term strategic development plans
Local Authority stakeholders will have a channel to discuss their immediate connections requirements and longer term strategic plans.
Invitations issued to all Local Authorities in our region. Minimum of four engagement sessions held.
All
M
U
DG
Complete
Local energy planning forums
We will host local energy planning forums for local government and other interested stakeholders
Stakeholders can come together to explore future priorities and any emerging challenges. They will have opportunities to shape the content of these sessions and be better informed about the help and support we provide.
Three forums delivered during the 2020/21 ICE plan year.
All
M
U
DG
ICP
Complete
Local government forums
We will deliver a series of connections forums aimed at Local Authorities where they can come together to discuss emerging connections issues and access specialist advice.
Local Authorities will have a forum where they can explore common approaches to emerging connections topics. They will have a better understanding of how to engage with us and have access to specialist advice and support.
Three Local Authority forums delivered in the 2019/20 ICE plan year.
All
M
U
DG
ICP
Complete
Technical and commercial developments
Undergrounding of networks in areas of outstanding natural beauty (AONB)
We will engage in a discussion with Ofgem on behalf of our stakeholders on the treatment of the costs for undergrounding of rural network in AONB.
Improved visual impact of the distribution network in AONB whilst optimising the use of the ED1 allowance to carry out such works.
Discussion held with Ofgem on whether AONB ED1 allowances can be incorporated into the provision of connections.
All
M
U
DG
ICP
Complete
Accelerated Loss of Mains Change Programme
We will establish a local working group for stakeholders involved in the ENA’s Accelerated Loss of Mains Change Programme
Stakeholders will have a channel to give feedback and seek clarity on the process and, if necessary, can use us as an advocate to work on their behalf and share their issues with the national working group.
Quarterly meetings held. Stakeholder updates delivered.
All
DG
Complete
We will engage with stakeholders on the electrification of heating and our role in the low carbon transition
We will engage with stakeholders on the electrification of heating and our role in the low carbon transition.
Stakeholders will be better informed about the steps we are taking to support the electrification of heating in our region.
Minimum of two engagement sessions held in the 2020/21 ICE plan year.
All
M
U
DG
ICP
Complete
Engaging with installers of Low Carbon Technologies (LCTs)
We will engage with installers of LCTs to understand their priorities, challenges and how we can best support them.
Stakeholders will have opportunities to provide feedback on our connections process and how we can best support them. We will signpost available support and free online tools that can help them when seeking a connection to our network
Stakeholders identified and feedback sought. Minimum of two engagement sessions held in the 2020/21 ICE plan year.
LV
M
U
DG
Complete
We will continue to engage with stakeholders about the actions we are taking to support the roll-out of Electric Vehicles (EVs) in our region and on our role in the low carbon transition
We will continue to engage with stakeholders about the actions we are taking to support the roll-out of Electric Vehicles (EVs) in our region and on our role in the low carbon transition.
Stakeholders will will be better informed about the actions we are taking to support the electrification of transport in our region.
Minimum of two engagement sessions held in the 2020/21 ICE plan year.
All
M
U
DG
ICP
Complete
Active Network Management (ANM) and future solutions
We will continue to engage with stakeholders about our ANM strategy including how, where and when we will be deploying future flexible solutions.
Customers will be better informed about our strategy for flexible connection solutions including how, where and when we propose to roll-out those solutions.
Progress communicated.
EHV
HV
HV
DG
Complete
Assessment and design (A&D) fees
We will continue to support and actively engage in the national consultation on A&D fees and keep our customers informed of the developments. We will implement any necessary changes to our policies and processes following the outcome of the consultation
A revised approach to A&D fees
Progress reported, new policy and processes implemented
All
M
DG
Complete
Assessment and Design (A&D) fees
We will continue to contribute to the national debate on A&D fees and keep our customers informed of the outcomes. On conclusion of the BEIS consultaton, we will implement any changes to our existing policies or practices required and communicate these to our customers.
Customers will be kept informed on the outcome of the national A&D fees debate. We will revise our approach to A&D fees as necessary.
Progress reported and new policy and processes implemented as necessary.
All
M
DG
Complete
Connecting new and innovative technologies
We will run a technical workshop for stakeholders exploring all aspects of connecting storage, ANM, export limiting devices and other technical innovations
Better understanding of the technical principles involved in connecting new technologies
Workshop delivered, number of attendees and overall satisfaction scor
EHV
HV
HV