Northern Powergrid 2018/19 ICE Submission

NORTHERN POWERGRID ICE SUBMISSION

Ofgem Incentive on Connections Engagement (ICE)

2018/19 Submission Contents Foreword

3 Foreword Connecting new customers to the distribution network is one of the most important jobs of a Distribution Network Operator (DNO). New connections enable new homes to be built and occupied, new businesses to start trading, new kinds of generation to produce energy and providers to deliver new and innovative services to the 4 Who we are and what we do energy system.

From a single property to a new housing us to continually improve the service we consultations and from our team who 6 Introduction to ICE development or large industrial or provide. This is the fourth year that we support our customers as we carry out our manufacturing site, each new connection have developed a detailed connections day-to-day business. All of this feedback has we deliver plays an important role in the service improvement plan based on our been taken account in preparation of our 8 Meeting the criteria set by our regulator economic development and growth of our stakeholders’ suggestions, their feedback ICE Looking Forward service improvement region. We recognise the importance of on our service and the ideas they have plan for 2018/19. the service we provide and our team is fully generously offered to us. 10 Our Looking Forward report committed to working with our connections The development of our service stakeholders to understand the challenges During 2017/18, we continued to develop improvement plan is not just a once a year and opportunities ahead and what we can and refine our already successful strategy activity. As we review customers’ comments 24 Our 2018/19 ICE work plan do to help more customers get connected to for engagement, in response to what throughout the year, if a comment results in our network. stakeholders were telling us about the ways an action to resolve an issue that we think they want to interact with us. We shared we can act upon quickly, then we will start 28 Looking forward to the improvements we will make in 2018/19 I am pleased to be able to share with you information via webinars and we were that work immediately and add it to the in this, our Incentive on Connections the first DNO to webcast live from our current years’ work plan. We did this whilst Engagement (ICE) submission for 2018/19, engagement events; enabling those unable delivering our 2017/18 work plan, adding 44 Our Looking Back report how we are transforming our connections to attend to benefit from the information three new actions in October 2017. business to better serve our customers. shared, ask questions and interact with our The improvements we are proposing, and presenters from the comfort of their own We are very grateful for our customers’ and 50 Our 2017/18 ICE work plan those we have already delivered under ICE, home or office. stakeholders’ engagement last year and are helping our larger works connections look forward to working with them in the customers to deliver major infrastructure Our stakeholder strategy continues coming year. 53 Looking back at how we delivered on our 2017/18 ICE commitments and asset projects quicker, more efficiently to serve us well, as it involves a robust and more profitably. process that gathers customer feedback and takes it through a review process that 85 Appendices I am also pleased to report that we completed culminates in members of our executive all of the 26 service improvement actions that team reviewing and sanctioning the way we committed to deliver in our 2017/18 ICE forward and taking ownership of our work plan, on or ahead of target. actions. During 2017/18, we received 280 individual stakeholder comments on our The views of our stakeholders continue to service. Feedback was gathered from a be the foundation upon which we assess the number of different sources, including our effectiveness of our connections business. engagement events, connections workshops Feedback from our customers also helps and monthly surgeries, regional and national

Patrick Erwin Policy and Markets Director

2 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 3 Who we are and what we do

At Northern Powergrid we look after the electricity distribution network that keeps the lights on across the Northeast, Yorkshire and Northern Lincolnshire.

At Northern Powergrid we deliver power to 3.9 million homes and businesses via our network of more than 63,000 substations, some 60,000 miles of overhead lines and

Northumberland underground cables spanning 9,650 square miles. Team & County Durham Powergrid is dedicated to delivering a safe and reliable electricity supply to our customers. We keep the power flowing 24 hours a day, 365 days a year and if our customers ever do experience a power cut, we will be there to fix it. Tyne & Wear 2,500 nine Our region strong zones We are proud of the vital role that Northern Powergrid Teeside plays in the infrastructure of the North of England. We play We serve a population Nine zones meet the specific needs of an active role in securing the future of energy in the north; Team Powergrid is 2,500 strong. of 8 million people. our diverse operating area. as part of Business North and through our sponsorship of the Northern Energy Taskforce, we help to provide a unified voice for the business community supporting the Yorkshire Moors development of a regional growth agenda. Yorkshire & Wolds Dales We’re also supporting our region through Infrastructure North; a regional utility partnership with Northern Gas Networks, Yorkshire Water and Northumbrian Water. Our work includes best practice sharing, joint social programmes Humber Estuary to support our vulnerable customers and communities, and

West exploring joint innovation projects to help our network Yorkshire become more efficient. 30,000 3.5GW 2,000 connections connected applications South Yorkshire North Lincolnshire We deliver in excess of 30,000 new We have more than 3.5GW of distributed We processed almost 2,000 new connections each year. generation connected to our network. distributed generation applications.

4 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 5 Introduction to ICE

Table 1: Summary of Relevant Market Segments

Low-voltage (LV) work: LV connection activities involving only LV work, other than in respect of an Excluded Market Segment

Metered High-voltage (HV) work: LV or HV connection activities involving HV work (including where that work is Demand required in respect of connection activities within an Excluded Market Segment) M Connections (M) HV and extra-high-voltage (EHV) work: LV or HV connection activities involving EHV work

EHV work and above: extra-high-voltage and 132kV connection activities

Local Authority (LA) work: new connection activities in respect of Local Authority premises Unmetered UM Connections Private Finance Initiative (PFI) work: new connection activities under PFIs (UM) Other work: all other non-LA and non-PFI unmetered connections work

Metered Distributed LV work: low-voltage connection activities involving only low-voltage work DG Generation Connections (DG) HV and EHV work: any connection activities involving work at HV or above

The purpose of the ICE mechanism The aim of ICE mechanism Service improvements driven

At the last price control review Ofgem introduced a new mechanism The aim of the ICE mechanism, as outlined in Ofgem’s guidance1, is by stakeholders - the Incentive on Connections Engagement (ICE) - to encourage to provide network operators with an incentive to deliver the good ICE also gives connections stakeholders the opportunity to influence network operators to provide a consistently high level of customer customer service that is associated with competitive markets. This DNOs’ future improvement plans. In April each year, following a service to larger connection customers. The incentive complements may involve improving the timeliness of connections, extending the comprehensive programme of engagement and consultation, we other connection-related incentives introduced during the new price provision of information available or enhancing the overall customer publish a detailed work plan of service improvement commitments control, such as the time to connect incentive and the broad customer experience. for customers operating in the Relevant Market Segments. We will measure of satisfaction surveys (BCMS) that cover the needs of also include actions which directly benefit Independent Connections smaller customers. This incentive also recognises innovative connection solutions for customers, which may include: Providers (ICPs) and Independent Distribution Network Operators (IDNOs) where they will help to faciliate fair and open competition in ICE is a penalty only incentive. If a DNO fails to meet Ofgem’s connections and extend the scope of works they can offer their clients. assessment criteria, it can incur a penalty. • improved coordination with other utility connection providers and between connection customers; Our ICE submission for 2018/19 consists of two sections: a Looking Ofgem explains that ICE is designed to drive improvements in both the • innovative commercial arrangements with customers; and Forward and a Looking Back report. In the Looking Forward contestable and non-contestable activities that DNOs provide to major section we outline our strategy for engaging with our connections connections customers in the Relevant Market Segments (metered • the introduction of new technologies that reduce connection stakeholders and focus on the service improvement actions we will demand connections; unmetered connections and metered distributed charges for customers. deliver in the coming regulatory year. In the Looking Back section we generation connections) of the local connections market as outlined focus on the service improvements we have already delivered and in table 1. ICE does not capture performance in the Excluded Market how we implemented our strategy. We also share some of what our Segments (Low Voltage connections of up to four domestic premises). customers have told us about the improvements we have made.

1 Ofgem Incentive on Connections Engagement (ICE) Guidance Document https://www.ofgem.gov.uk/sites/default/files/docs/2015/03/ice_guidance_doc_010415_0.pdf

6 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 7 Meeting the criteria set out by our regulator

Ofgem states that ICE is designed to ensure that DNOs commit to identify, engage with and respond to the reasonable needs of larger connection customers. Under this incentive, DNOs need to provide evidence that they have engaged with connection stakeholders and responded to their feedback.

In its guidance, Ofgem sets out the criteria by which it will assess The licensee has undertaken its comprehensive workplan DNOs’ performance. A penalty may be applied where the DNO is of activities (with associated delivery dates) to meet the unable to demonstrate that it has met the minimum criteria. We are requirements of its connection stakeholders. If not, the reasons confident that we have met all of the prescribed criteria, as evidenced provided are reasonable and well justified. in this submission and summarised below. The passages in italicised text are the criteria as specified by Ofgem. In April 2017, we published our comprehensive ICE work plan which comprised of 23 service improvement commitments. The plan was The licensee published a Looking Forward section in its previous developed together with our connections stakeholders and the actions ICE submission, in accordance with paragraph 3.4. were derived from our customers’ feedback and suggestions. In October 2017, we added a further three actions taking the total to 26. Our previous ICE submission2 featured a detailed Looking Forward section where we described our comprehensive connections The actions were grouped under six key themes or areas for engagement strategy and how our stakeholders’ feedback is used to improvement. These were broadly the areas where our customers told NPg have presented evidence that they drive our decision making process. We presented our work plan of us we could improve and where we continue to focus our attention. collected feedback and have created a service improvements and explained how the commitments we were making were informed by our ongoing consultation with a broad and Acknowledging feedback given to all DNOs, we ensured that all the plan around this to a good standard. inclusive range of connections stakeholders. actions in our plan were SMART4, with clearly defined activities, Nicola Percival, Innogy Renewables UK Ltd objectives, outputs and targets. We explained where the action had The licensee has implemented its comprehensive and robust originated from and how we planned to deliver the outcomes we were Ofgem consultation strategy for engaging with connection stakeholders. If not, then proposing. The licensee has delivered its relevant outputs (eg key on DNOs ICE submissions the reasons provided are reasonable and well justified. performance indicators, targets etc). If not, the reasons provided During the 2017/18 ICE plan year, we focused on delivering the are reasonable and well justified; In the Looking Forward section of this (2018/19) ICE submission we commitments we said we would, when we said we would and, as a describe our strategy for engaging with connections stakeholders result, all 26 improvement actions were delivered in line with their In our 2017/18 ICE work plan we clearly defined the activities and Before publishing our plan, to ensure that the changes we were and in the Looking Back section we provide evidence of how we forecast completion dates. Three of the actions we were able to outputs we would deliver in the year and the key performance proposing were of benefit to a broad and inclusive range of implemented it in 2017/18. deliver ahead of forecast, meaning customers could benefit from the measures and targets that would allow us, and our stakeholders, to stakeholders, and not only the individual or group who suggested it, we improvement earlier than we had first envisioned. assess our success. By the end of March 2018, we had delivered all 26 embarked upon a comprehensive customer consultation exercise to During the 2017/18 ICE plan year we built upon our already robust actions in our work plan. The Looking Back section of this submission seek their views and endorsement of our plans. strategy for connections stakeholder engagement. We continued provides evidence supporting the delivery of each of these actions. to hold our twice-yearly connections forums and ICP seminars, and We continued to engage with our stakeholders to understand their introduced a series of quarterly workshops on emerging connections The licensee’s strategy, activities and outputs have taken into evolving needs and in October 2017, we added a further three actions topics suggested by our customers. We focused on making our experts account ongoing feedback from a broad and inclusive range to the plan that we could deliver in the remainder of the ICE plan more accessible with new question and answer (Q&A) sessions of connection stakeholders. If not, the reasons provided are year. All other feedback we received that could be addressed through delivered via social media and utilised new channels for engagement reasonable and well justified. ICE was logged, responded to where appropriate, and considered for that enabled us to interact with more of our connections stakeholders future iterations of our work plan. than before. Our interaction with our stakeholders does not end when we publish our ICE plan; it is an embedded, holistic activity which informs We kept our customers informed on our progress with updates at We are confident that our strategy and delivery process is robust and our businesses decision making process and drives our service our engagement events and workshop, via email and revisions to the that we give our customers plenty of opportunities to tell us what we improvement plans. ICE page5 on our website, the content of which is updated every time do well and what we could be doing better. Our stakeholders’ support we complete an action. We then went further, developing an online our position, with 88% of those surveyed agreeing that we engage When formulating our ICE plans we have always been driven first and interactive version of our ICE work plan that gives users a real-time with our connections stakeholders and facilitate joint discussions3. foremost by our stakeholders’ feedback. The actions in our 2017/18 view on the status of our actions, provides links to useful outputs In 2018/19, we will continue to engage with our stakeholders and work plan were developed together with our connections stakeholders and resources, and gives the user the ability to tailor the plan to their customers to understand the ways they want to interact with us and, if and derived from our customers’ feedback and suggestions. individual needs. necessary, will adapt our approach in response to their feedback.

2 Northern Powergrid Incentive on Connections Engagement (ICE) 2017/18 Submission http://www.northernpowergrid.com/downloads/3421

3 Source: Explain telephone survey, April 2018

4 SMART – Specific, measurable, achievable, relevant and time bound 5 http://www.northernpowergrid.com/incentive-connections-engagement

8 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 9 Our Looking Forward report

The purpose of our Looking Forward report is to give connection stakeholders visibility of our high-level strategy for engagement, work plan activities and key performance indicators for the next regulatory year.

10 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 11 Introduction to our Looking Forward report

We recognise the need to continually improve the service that we provide to customers wishing to connect to our network. The range of connections services that customers can take advantage of has changed greatly over recent years, with the introduction of competition leading to improvements in the overall The robust process we have efficiency and cost of the connections process. The service improvement actions that we propose in this employed has given us Looking Forward report will ultimately drive improvements to the service offered to end users, whether confidence that our 2018/19 ICE their approach is via a third party independent connections provider or direct to us. Looking Forward plan is truly

The kinds of technologies that our good practice’. We value every piece of the number of service improvement stakeholder driven and meets customers want to use and connect to feedback that we receive. We review actions in our plan has decreased. This is their requirements. the distribution network are changing each comment and, through a process of right and proper and evidence that the rapidly, as is the way in which DNOs are management review, we seek to resolve ICE process is working. However, with operating, developing and taking on the the issue that has been raised, whether it the changing nature of the connection role of Distribution System Operator be simply answering a customer’s query industry and the development of new (DSO). All of this change is not something or creating an improvement action that technologies and ways of working, there that a DNO can do on its own. To keep can resolve an emerging issue. Ultimately, remains a smaller but significant number pace with changes in technology and our with the involvement of our executive, of emerging challenges to resolve. customers’ requirements, and to ensure we agree the content and internal 6 that we have a fit for purpose network ownership of all the commitments that In its open letter from June 2017, that meets everyone’s needs, we have we take forward into our ICE work plan. Ofgem made comment about the need to engage with our diverse range of This process is not a one-time only action for improvements to the network connections stakeholders. each year, but a continuous process that connections process that would benefit we engage in at every opportunity, with all customers, specifically: Effective engagement is therefore central every customer interaction. to our business and our continuing • pro viding more clarity on the rules service improvement plans. It is only Our 2018/19 ICE work plan contains 17 and processes for connections; other customers that are also seeking to continue to operate both effective milestones further improvement actions during the year through listening to the views of our improvement actions, all of which are • ensuring the connections process is connect in the same area; within our connection offer contracts and to enhance the service we provide. stakeholders and customers that we can derived from our stakeholders’ feedback. sufficiently flexible to accommodate fully understand their needs, how best we In each case we have endeavoured to interactivity processes. And we are also necessary changes in customers’ • providing more transparency on where to can serve them and positively contribute validate our proposed action, outcome specifically continuing with our actions on the Overall, the robust process we have employed requirements without requiring them connect (for example by improving heat to the long-term growth and viability of and target measures with the customer or improvement of the National Grid Statement has given us confidence that our 2018/19 ICE to restart the connections process; maps); their businesses. customers who raised the issue and sought of Works process to ensure that customers Looking Forward plan is truly stakeholder- endorsement from a broad and inclusive • ensuring that customers fully • ensuring availability of flexible can clearly understand all aspects of the driven and meets their requirements. We have Beyond ICE, Northern Powergrid range of stakeholders on our plans. understand the implications for their connections for all customers, including potential costs of the connection. included in our service improvement work continues to operate a wider, connection offer of any changes that storage; and plan estimated completion milestones for comprehensive and robust stakeholder This is our fourth ICE submission and it can arise, either as a result of changes Our interactive network availability heat maps each action. But in each case our commitment • better queue management, including strategy, one which Ofgem has previously is not surprising that over time, as we to their requirements or because of are some of the most progressive of all DNOs, is to deliver the action by the end of the ICE promoting certain types of customers recognised as being ‘an example of have resolved our customers’ issues, showing demand and generation information, plan year, unless we have a reasonable and (such as storage) in a connection queue network availability and constraints. This well justified reason not to do so. The forecast if doing so will help others connect more is complemented by a contracted capacity completion dates that we provide in our quickly or cheaply. register showing the ‘accepted and connected’ Looking Forward plan represent our present The actions that we have derived from and ‘accepted but still to be connected’ view of when we expect the action to be In this section: customers’ feedback and included in our capacities at major substations. This completed. 2018/19 work plan take into account information is updated on a monthly basis to From the ways in which we have engaged the areas of improvement highlighted by ensure customers who want to carry out more with our stakeholders, both to understand Ofgem. We have actions to improve the of their own initial assessment of network PAGE 14 Connections stakeholder engagement opportunities for improvement and to allow clarity of information regarding connecting capability have access to the most up-to-date them to comment on our plans, we believe that PAGE 18 An embedded strategy and approach different types of technology. We are and accurate information. We recognise we have demonstrated a broad and inclusive continuing to engage with stakeholders on that many customers are now asking for the approach. We look forward to delivering these PAGE 19 Developing our service improvement plans the development and roll out of our Active functionality of heat map tools to be expanded. improvements and to sharing the outcomes Network Management (ANM) solution Although no one has asked us directly, we are with our customers. PAGE 22 Our connections stakeholders support our plans that will enable more customers to connect reviewing and comparing our system to that in constrained areas of our network. We of others and, if appropriate, we will introduce PAGE 24 Our 2018/19 ICE work plan

PAGE 26 Looking forward to the improvements we will make in 2018/19 6 Open letter consultation on the Incentive on Connections Engagement: Looking Back Reports 2016-17 and Looking Forward Reports 2017-18 https://www.ofgem.gov.uk/system/files/docs/2017/06/ice_consultation_letter_201718_final.pdf

12 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 13 AN INTRODUCTION TO OUR LOOKING FORWARD REPORT AN INTRODUCTION TO OUR LOOKING FORWARD REPORT

Connections Stakeholder Engagement

We work hard to understand the needs of our connections customers and to consistently improve the service we Connections workshops You said: provide. We operate a robust programme of connections engagement which is endorsed by our stakeholders. We continue to refine, strengthen and embed our approach across our business, enabling us to deliver the service Acting on feedback we received, we introduced a programme It would be useful to have small workshops on improvements our stakeholders expect and our customers need. of quarterly connections workshops on topics suggested by our customers. These workshops proved extremely popular; many various emerging topics – storage; DNO service were oversubscribed and required us to operate waiting lists. procurement, flexible connections…and any Connections engagement events You said: Wherever possible we ran follow-up sessions for those unable to more you think relevant Our twice-yearly Connections Customer Forums and dedicated ICP attend. Customers told us they appreciated the opportunity to Loic Cervlus, Arenko Seminars continue to prove popular and are the channel by which we Attending these events can be costly for SMEs engage with our experts about emerging connections topics and Connections Customer Forum receive the most direct feedback about our service. This feedback is used – why don’t you provide live webinar of the discuss the opportunities and challenges ahead. Going forward, to drive our stakeholder engagement process and deliver the meaningful presentations for stakeholders? we will continue with our successful programme of subject specific improvements our stakeholders expect and our customers require. During workshops and to engage with our customers about the topics these forums we give an update on what is happening in our industry and Laura Brown, Narec Distributed Energy they would like to see covered. in our connections business. We continue to refine and adapt the content Connections Customer Forum We did: of these sessions and last year, acting on feedback we received, we adapted the format of our Connections Customer Forum to include a series of Introduced a programme of customer practical workshops ensuring our customers get maximum value from the We did: workshops on connections topics suggested time they choose to spend with us. by our customers. We understand that attending these engagement events can have a Introduced live webcasting from our significant time and cost implication for some customers, so we began connections engagement events. filming the presentations we made at these events and posting them online. This activity enabled us to reach out to connections stakeholders Thanks for yesterday! – it was my first and enabled those who are unable to attend our events to still benefit connections forum – very impressed – good from the information shared. We went further, introducing live webcasting presentations, not too long, pitched at a 7 from our engagement events and inviting 6,200 connections customers good level – we are not all electrical wizards! on our email list to take part. During these webcasts, viewers have the opportunity to interact with presenters, ask questions and take part in live Workshops a good idea – good opportunity to polls; all whilst watching from the comfort of their own home or office. discuss relevant issues. The opportunity to have one to one discussions on topics relevant to our applications was excellent. Jim Caldwell, YLEM Energy Limited Connections Customer Forum

7 Figure correct as of October 2017

14 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 15 AN INTRODUCTION TO OUR LOOKING FORWARD REPORT AN INTRODUCTION TO OUR LOOKING FORWARD REPORT

Meaningful engagement that drives change I think the customer focus has improved immeasurably, I get a sense we have dealt with We continue to actively participate in the activities of the national the engineers, now we are dealing with people working parties tasked with driving forward change in our industry who want to help and to deliver on our commitment to keep our stakeholders informed on progress and any outcomes which will affect them. Patrick Smart, RES our broad and inclusive stakeholder Early stage interactions with Local Authorities, storage and consultation on ICE, April 20189 generation customers and other major asset delivery projects in our region enables all parties to understand the challenges and opportunities ahead, and what we can do to help them get connected quicker and more efficiently.

New in 2017/18 I’ve noticed improvement; they’re fairly good at communicating. I work with a lot of We have refined our approach to engagement in response to what organisations and I’d say Northern Powergrid our stakeholders told us about the ways in which they want to is one of the most cooperative and easy to interact and communicate with us. work with. The online stuff is really good. We increased the number of engagement events we ran for Mark Anderson, Blackwood Partnership You said: customers who want to engage with our experts’ face-to-face and Consulting Engineers Access to our technical experts introduced webinars, live webcasting and social media Q&As for our broad and inclusive stakeholder customers who prefer to interact with us via the web. We also 10 Our monthly connections surgeries continue to be well utilised by consultation on ICE, April 2018 developed a new online tool that allows our connection stakeholders connections customers and ICPs alike. Our stakeholders appreciate Can more question and answer sessions be to get a real-time view on the status of our ICE commitments, with the opportunity to sit down with our engineers and get advice on internet based i.e. Skype/webinar? links to the actions, outputs and deliverables. The interactive plan current and planned connections projects. We began promoting these Ian Fothergill, NIFES Consulting can also be filtered to show only those actions that are applicable surgeries via social media to reach customers who would benefit but Connections Customer Forum to a particular customer group (metered, unmetered, DG or ICP). may not be aware we offered the service. We also began running We believe that we are the first DNO to offer stakeholders such a drop-in surgeries at our connections events, which proved popular. tailored view and we look forward to developing this tool further Our online ‘Ask the Expert’8 service is well utilised by customers who with their input. prefer this method of communicating with us. During the 2017/18 During 2017/18 we have continued to build upon and strengthen our ICE plan year, and acting on feedback we received, we focused on We did: already successful formula for connections stakeholder engagement. making our experts more accessible with Q&A sessions hosted by We introduced new and appropriate channels for communication our senior team on Twitter and increased use of webinars, where We held Q&As on social media on and engagement and focused on making experts more visible and stakeholders could interact and ask questions of our experts online. topics including our connections accessible. application process, ANM, DSO, heat maps and Looking forward, we will continue to proactively engage with our stakeholders to understand the opportunities and challenges ahead connecting low carbon and what more we can do to help them get connected. We will take technologies. We also a lead from our customers on the ways they want to interact with us introduced webinars and refine our approach as necessary. enabling time poor stakeholders to interact Use our online, interactive work plan to access our current with our experts. and past ICE plans and get an overview of all our service improvement actions, outputs and deliverables 27 http://www.northernpowergrid.com/ice-work-plan/ ICP surgeries

9 Source: Explain telephone survey, April 2018

8 https://www.northernpowergrid.com/ask-an-expert 10 Source: Explain telephone survey, April 2018

16 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 17 AN INTRODUCTION TO OUR LOOKING FORWARD REPORT AN INTRODUCTION TO OUR LOOKING FORWARD REPORT

An embedded approach to engagement Developing our service improvement plans

We have an established and Feedback from our connections region gave valuable feedback which led When considering actions for our Looking Forward plan we followed the same robust, stakeholder driven strategy we effective process for connections stakeholders and customers is fed into our to us refining and improving one of our employed when developing our previous ICE plans. Stakeholder feedback is gathered from a range of different sources. wider stakeholder engagement process via proposed commitments (action 3.2 on hard 11 engagement, the outputs of which a range of established internal channels and to reach stakeholders). All the feedback we receive is recorded in our stakeholder log and reviewed by our Head of Connections Services and inform our general business is used to inform our future thinking and Stakeholder Engagement Manager, who decide how best to respond. strategy and approach, and decision making. We have held a monthly internal forum to discuss our stakeholder engagement support the delivery of our key In formulating our 2018/19 plan, we quickly to deliver the improvements our of the actions we are proposing. In this way, Our quarterly Stakeholder Panel continues activities since 2013. This group has recently collated, considered and, where appropriate, customers need. the process is embedded across our business ICE engagement priorities. to provide expert challenge on our strategic been refreshed to increase membership responded to 280 individual stakeholder and we can ensure a coordinated approach to business approach and from our executive team, as well as senior comments received during the course of the A small number of comments we received delivery of our commitments. sets the agenda for our managers, who come together once a month ICE plan year12. The majority of the comments concerned future technical or commercial Northern Powergrid continues to embed future priorities and to discuss the strategic focus of engagement. we received were not appropriate for ICE arrangements which we are considering We are confident that we have a robust and good practice in stakeholder engagement direction. We expanded because the comment: for future iterations of our work plan. We comprehensive process in place that provides the membership of this Our Strategic Stakeholder Engagement across the business and to develop maintain a watching brief on these emerging an audit trail of evidence and a justification group again this year Management Group (SSEG) is chaired by • could be addressed through contact from issues and will continue the dialogue with for the way we have developed our plan. This innovative approaches and collaborations to reflect our current our Policy & Markets Director. Each area our team or via a simple change to our stakeholders so that we are ready to act year, only 10% of the comments we received where possible. As in previous years, the stakeholder maps and of our business - including connections business-as usual-practices; at the point we both agree is appropriate. generated actions in our Looking Forward work strengths of the company’s approach are priorities – new members - is accountable for producing its own plan. Inevitably, year-on -year the number of engagement strategy and plan, which • related to a non-connection issue; its business culture, the strategic nature of include the NHS and Where we think a customer has given actions in our ICE plans is decreasing as we aligns to its business plan priorities and feedback that is best addressed through the the response to stakeholder needs, and the representatives from • was in relation to a customer’s specific improve our approach, give stakeholders more other utilities and social responsibilities. This group monitors project; ICE process, we talk to them to ensure our opportunities to engage and deliver the ‘quick provision of sufficient resources to deliver issues groups. progress and forthcoming engagement interpretation of their issue is correct and that wins’ identified by our customers. engagement and respond to stakeholders. and, critically, potential areas of overlap, • was a positive endorsement of our service the activity and outcome we are proposing There is evidence that systems are In April 2018, our duplication, or where complementary or engagement process; or fully addresses their concern. Where We collated, considered and where maturing, and that NPg is seeking to Head of Connections activities are taking place, helping our teams • related to an emerging issue that is yet to necessary, we seek input from our wider appropriate acted upon 280 individual Services presented our to deliver our strategy and more effective business on the action and the outcomes we stakeholder comments during the course of strengthen the culture of engagement and fully crystallise. improvement plans to this outcomes. are proposing. the ICE plan year. This feedback was the basis spread good practice further through the group, seeking their views Where a customer issue can be resolved by upon which we developed our connections business. We particularly welcome the and feedback on our Our approach continues to align with the a simple change to our business-as-usual Our proposed work plan is reviewed by senior service improvement plan for 2018/19. current focus on deepening the integration proposals. A member of principles of the Stakeholder Engagement practices, we do not wait to include it in an managers and then by our executive team who Standard Audit (AA1000) which we are of stakeholder engagement with core our panel who represents annual service improvement plan; we respond provide expert insight and guidance on each rural communities in our assessed against annually. strategy and business planning.” SGS AA1000 Stakeholder Audit May 2017

ios ad aua i aios We considered the stakeholders’ An action we were delivering for our ouos a comment and responded where 2017/18 Looking Back work plan would necessary but concluded the feedback address the stakeholders comment was not suitable for the ICE process o We were able to resolve the stakeholders The comment generated a new action in comment or issue through contact our 2018/19 Looking Forward work plan from our team or a change to our ai saod a oisi BAU processes The comment generated an action that aa ou aio a 1 uos was added to our 2017/18 Looking Back We maintain a watching brief on the issue saod ouiad 1 work plan at the mid-year point and will react when appropriate da o saods i ua o ua ad isi sd saod d a aioa o aasis diio usiss a aod as ad ai ous oad ad ui is diio 11 We record the stakeholders’ original comment or verbatim, where the feedback originated from, our interpretation of the issue, the proposed resolution and any further interactions or discussions that have taken place. This document is reviewed by our Executive Team : 12 April 30, 2017 to March 31, 2018

18 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 19 AN INTRODUCTION TO OUR LOOKING FORWARD REPORT AN INTRODUCTION TO OUR LOOKING FORWARD REPORT

We employ a robust and rigorous process when developing our ICE plans. The process is driven by our connections stakeholders and consists of five key stages:

Connections engagement Stakeholder events research

Webinar, webcast Industry As Consultations Stage 1

We gather stakeholder feedback from a range of different sources throughout the course of the ICE plan year.

Customer interactions Ask the eperts

Y Stage 2

All feedback we receive on our connections service is collated and considered on a regular basis by the Head of Connections Services and Connections Stakeholder Manager. Where appropriate, we will act to resolve the issue, whether that be via contact from one of our team, a change to our business-as- usual practices or through the ICE mechanism.

Stage 3 Our work plan proposal is reviewed by our executive team. In agreeing to support the action, the relevant member of the executive will assign a lead from their team who is responsible for delivering the action, associated outcomes and for engaging with the stakeholder whose comment generated the action to ensure what we are delivering meets the customers’ expectations and addresses their issue.

Stage 4 We consult with a broad and inclusive range of our connections stakeholders on our proposed work plan, using a number of appropriate engagement channels.

Stage 5

Feedback from internal and external stakeholders is incorporated into the work plan, which is finalised and published by the end of April each year.

20 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 21 AN INTRODUCTION TO OUR LOOKING FORWARD REPORT AN INTRODUCTION TO OUR LOOKING FORWARD REPORT

Our connections stakeholders support our plans

When developing our Looking Forward plan, we undertake a broad and inclusive consultation with stakeholders to We asked attendees at our Connections Customer Forum seek their views and endorsement of our plans. We do this to ensure the actions and outputs we are proposing will be of benefit to a wide range of our connections customers and stakeholders and not only those who requested the Do you endorse these actions and agree they would improve change. We endeavour to reach out to as many of our connections stakeholders as possible, to give all those who the connections service Northern Powergrid provides? wish to an opportunity to comment and help to shape our plans.

13 15 Improving our application Improving our communication This year we contacted more than 5,800 Explain also took customers through the >5,700 connections stakeholders inviting Provision of information Ys Ys Ys and delivery process Ys Ys Ys and engagement Ys Ys Ys connections customer and ICP contacts via actions we had delivered in 2017/18 and them to take part. On the day, 21 stakeholders email, pointing them towards our proposed asked whether they thought the changes we joined via the live webcast and had the o o o o o o o o o work plan and inviting their feedback. We had made had resulted in an improvement to opportunity to interact with the presenters, Ys Ys Ys Ys Ys Ys Ys Ys Ys also presented our plans to our Stakeholder our overall service. ask questions and share their views. Panel, which provide strategic input on our o o o o o o o o o o o o o o o o o o business priorities and plans. At our Connections Customer Forum o o o o o o o o o in April 2018, our Head of Connections We commissioned independent market Services took the 34 attendees through each o o o o o o o o o o o o o o o o o o research specialists Explain to conduct a of our proposed commitments and asked telephone survey with a cross section of for their feedback. We discussed each of the our connections customers14. Explain took proposed actions, where they originated 97% customers through 13 of the commitments from, the outcomes we were proposing, in our proposed work plan and asked them targets and how we would measure the Technical and commercial developments Enabling competition Innovation whether they would support and endorse impact of each action. We then asked that action. The results of that survey are attendees to vote on whether they endorsed presented alongside the action they relate the action and encouraged any stakeholders Ys Ys Ys Ys Ys Ys Ys Ys Ys of those surveyed agreed that to throughout the remainder of this Looking who voted ‘no’ or ‘don’t know’ to talk to us Northern Powergrid has a comprehensive Forward report. about their feedback. Looking Forward work plan of service o o o o o o o o o improvement activities that meet the Ys Ys Ys Ys Ys Ys Ys Ys Ys Our customers supported our plans. 97% The results of that survey are included needs and requirements of its connections o o o o o o o o o o o o o o o o o o of those surveyed agreed that Northern opposite. For the first time, we broadcast the stakeholders. o o o o o o o o o Powergrid has a comprehensive Looking session via a live webcast. Doing so enabled Forward work plan of service improvement us to reach more stakeholders who may be Source: Explain Market Research, April o o o o o o o o o o o o o o o o o o activities that meet the needs and interested in our plans but were unable to 2018 requirements of its connections stakeholders. attend the event. We sent an email invite to Finally, we contacted each of the customers whose comments generated an action in our Looking Forward plan to establish whether the commitment and outcomes we were proposing would address the issue they raised. We will continue to engage with these key stakeholders throughout the 2018/19 ICE plan year to ensure the improvements we are delivering fully meet their expectations. et taee stakeholders invited to take attendees at our Connections notiﬁed about our proposed part in a live webcast where Customer Forum asked to work plan and invited to we talked through the actions vote on whether they would 1 give feedback in our proposed work plan endorse our plans S in-depth telephone surveys conducted

13 5,723 connections customers, 119 ICPs - figures correct as of April 2018 14 302 connections stakeholders surveyed in total; 238 metered demand customers, 8 unmetered customers, 53 DG customers, 2 ICPs and 1 unknown

15 Figure correct as of April 2018 16 5,723 connections customers, 119 ICPs - figures correct as of April 2018

22 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 23 2018/19 WORK PLAN

Q2 2018 Q3 2018 Q4 2018 Q1 2019 More info Area for Performance Our measure of Theme Action The outcome for customers Voltage Status Applicable to on this improvement metric impact/success Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

Customers will have access We will develop a new to more detailed network 1.1 process to provide information and asset New process Customer EHV customers who request it M DG PAGE 26 Access to network records to support and implemented. feedback. HV OK to plan with access to more detailed information inform their own design network information. activity.

We will develop a new process to provide 1.2 Customers will have better customers who request New process Customer EHV access and the ability to M DG ICP PAGE 27 Network it with access to network implemented. feedback. HV OK to plan work with our network data. information information in KMZ and GIS formats. 1.0 Provision of information DG customers will have a forum to discuss operational Four DG owner Feedback received 1.3 We will hold a DG owner issues and obtain accurate operator forums from DG owner operators forum each and up-to-date outage EHV DG PAGE 28 DG owner held during operator forum OK to plan quarter. information enabling them operator forum 2018/19. members. to plan more efficiently and strategically.

We will work with the Customers will have ENA to update the more accurate and up-to- 1.4 Completion of a Number of DG connections guide date information on the revised ENA DG downloads of the ALL DG PAGE 29 DG connections and incorporate new requirements for connection OK to plan connection guide. revised ENA guide. guide technologies like storage and of distributed energy export limiting devices. resources.

We will create a new web 2.1 Customers will be able to New web page page where customers can Web page usage access the contact details of created and Contact information find the contact details for and customer ALL M UM DG ICP PAGE 30 our connections engineers published on our OK to plan for connection our regional connections feedback. quickly and easily. website. engineers engineers.

We will include a description Customers with multiple 2.2 Customer of the connection project as connections will be able to correspondence Customer Improved well as the enquiry reference identify the project we are ALL M UM DG PAGE 31 reviewed and new feedback. OK to plan customer at the beginning of all our referring to more quickly communications standards applied. 2.0 customer correspondences. and easily. Improving our application We will provide customers and delivery with an update on the Customers will be better processes 2.3 progress of their connection informed on the status and Feedback being Customer quotation midway through ALL M DG PAGE 32 Updates on our timescales of their expected delivered. feedback. OK to plan its preparation, where a connection offers offer. 65-day guaranteed standard applies.

We will mobilise a project to Customers will have the 2.4 Project mobilised Customer involved build a self-service budget opportunity to influence and customers in development of LV M DG PAGE 33 Self-service tool and keep our customers and contribute to the OK to plan engaged. the new tool. budget tool informed and involved. development of a new tool.

We will create a new web Number of We can deliver more 3.1 based process to enable Web form created customers targeted communications customers to register as an and published on registering to ALL M DG PAGE 34 More targeted and engagement, tailored to OK to plan interested stakeholder by our website. receive targeted communications different types of customers. connections customer type. updates. 3.0 Improving our Stakeholders will be communication We will hold dedicated better informed about our and engagements with hard to connections processes and Two dedicated Number of engagement 3.2 reach stakeholders with can engage with our experts. stakeholder stakeholders specific connection needs We will be able to better engagement ALL M DG PAGE 35 Hard to reach engaged and OK to plan including NFU members, understand their specific sessions delivered stakeholders feedback received. Community Energy groups needs and help them get in 2018/19. and off-grid customers. connected in a quicker and more efficient way.

A better understanding 4.1 We will conduct a review and agreement of what the of the provision of network Business review Customer Network constraint provision of what constraint HV M DG PAGE 36 constraint and curtailment conducted. feedback. OK to plan and curtailment and curtailment information information. information entails.

4.2 We will continue to engage Customers will be better 4.0 with stakeholders about informed about our strategy Active Network our ANM strategy including for flexible connection Progress Customer EHV DG PAGE 37 Technical and Management (ANM) where and when we will be solutions and how and communicated. feedback. HV OK to plan commercial and future flexible deploying future flexible where we propose to roll- developments solutions solutions. out those solutions.

We will continue to work with the Open Networks Progress reported Revised processes, 4.3 Project to develop the Customers will be better and new if required, Statement of Works process EHV The Transmission/ informed about the T/D and policy/process applied to relevant Completed M DG PAGE 38 and, if required, make HV Distribution Statement of Works process. implemented as connection to forecast changes to our current (T/D) interface necessary. applications. practices to better support our customers.

ICPs will be able to create 5.1 their own asset adoption agreements using simple We will develop, trial, and Number of self- Self-service adoption agreement templates New ICP self- 5.0 if the trial is successful, service adoption agreements for and submit them to service adoption implement a new self- agreements ALL ICP PAGE 39 Enabling Independent Northern Powergrid for agreements OK to plan service adoption agreement completed and ICP competition Connections legal completion, further implemented. process for ICPs. feedback. Providers minimising the connection (ICPs) input services we are required to provide.

Generators will have access We will publish technical to improved technical 6.1 guidance for generators on guidance and be better Document how to go about making a Guidance EHV Better technical informed about how downloads and DG PAGE 40 connection application for published. HV OK to plan guidance for to make a connection feedback received. hybrid generation-storage generators application for hybrid sites. generation-storage sites.

Stakeholders will be better 6.2 We will continue to engage informed and have the with stakeholders on our vision Vision and Stakeholder Our transition to a opportunity to engage, ALL M DG PAGE 41 and strategy for our transition strategy shared. feedback. OK to plan Distribution System share their views and shape 6.0 to a DSO. Operator (DSO) future outputs. Innovation We will engage with flexibility service providers to understand any 6.3 improvements to our Stakeholders will be able to connections process that engage with our experts and Stakeholder Stakeholder Our engagement are required to support can influence and inform engagement ALL M DG PAGE 42 feedback. OK to plan with flexibility service the continued growth of changes to our connection session delivered. providers distributed energy resources process. such as storage, flexible generation and demand side response. Q2 2018 Q3 2018 Q4 2018 Q1 2019 More info Area for Performance Our measure of Theme Action The outcome for customers Voltage Status Applicable to on this improvement metric impact/success Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

We will create a new web Number of We can deliver more 3.1 based process to enable Web form created customers targeted communications customers to register as an and published on registering to ALL M DG PAGE 34 More targeted and engagement, tailored to OK to plan interested stakeholder by our website. receive targeted communications different types of customers. connections customer type. updates. 3.0 Improving our Stakeholders will be communication We will hold dedicated better informed about our 2018/19and WORK PLAN engagements with hard to connections processes and Two dedicated Number of engagement 3.2 reach stakeholders with can engage with our experts. stakeholder stakeholders specific connection needs We will be able to better engagement ALL M DG PAGE 35 Hard to reach engaged and OK to plan stakeholders including NFU members, understand their specific sessions delivered feedback received. Q2 2018 Q3 2018 Q4 2018 Q1 2019 More info Area for Community Energy groups needs and help them get Performancein 2018/19. Our measure of Theme Action The outcome for customers Voltage Status Applicable to on this improvement and off-grid customers. connected in a quicker and metric impact/success more efficient way. Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

Customers will have access We will develop a new toA morebetter detailed understanding network 4.11.1 Weprocess will conduct to provide a review andinformation agreement ofand what asset the New process Customer EHV ofcustomers the provision who ofrequest network it Business review Customer M DG PAGE 26 Network Access to constraint network provisionrecords of to what support constraint and implemented. feedback. HV OK to plan M DG PAGE 36 withconstraint access andto more curtailment detailed conducted. feedback. OK to plan andinformation curtailment andinform curtailment their own information design networkinformation. information. information activity.entails.

We will develop a new process to provide 1.2 We will continue to engage CustomersCustomers will will have be better better 4.2 customers who request New process Customer EHV with stakeholders about informedaccess and about the our ability strategy to M DG ICP PAGE 27 4.0 Network it with access to network implemented. feedback. HV OK to plan Active Network our ANM strategy including workfor with flexible our networkconnection data. Progress Customer EHV information information in KMZ and GIS DG PAGE 37 Technical and Management (ANM) where and when we will be solutions and how and communicated. feedback. HV OK to plan formats. commercial1.0 and future flexible deploying future flexible where we propose to roll- developments solutions Provision of solutions. out those solutions. information DG customers will have a forum to discuss operational Four DG owner Feedback received 1.3 We will continuehold a DG toowner work issues and obtain accurate operator forums from DG owner withoperators the Open forum Networks each and up-to-date outage EHV DG PAGE 28 DG owner Progressheld during reported Revisedoperator processes, forum OK to plan 4.3 Project quarter.to develop the information enabling them operator forum Customers will be better 2018/19.and new ifmembers. required, Statement of Works process to plan more efficiently and EHV The Transmission/ informed about the T/D and policy/process applied to relevant Completed M DG PAGE 38 and, if required, make strategically. HV Distribution Statement of Works process. implemented as connection to forecast changes to our current (T/D) interface necessary. applications. practicesWe will towork better with thesupport Customers will have ENAour to customers. update the more accurate and up-to- 1.4 Completion of a Number of DG connections guide date information on the revised ENA DG downloads of the ALL DG PAGE 29 DG connections and incorporate new requirementsICPs will be able for connection to create OK to plan guide connection guide. revised ENA guide. 5.1 technologies like storage and theirof distributed own asset adoptionenergy export limiting devices. agreementsresources. using simple We will develop, trial, and Number of self- Self-service adoption agreement templates New ICP self- 5.0 agreements for if the trial is successful, service adoption We will create a new web and submit them to service adoption Enabling Independent2.1 implement a new self- Customers will be able to New web page agreements ALL ICP PAGE 39 page where customers can Northern Powergrid for agreements Web page usage OK to plan competition Connections service adoption agreement access the contact details of created and completed and ICP Contact information find the contact details for legal completion, further implemented. and customer ALL M UM DG ICP PAGE 30 Providers process for ICPs. our connections engineers published on our feedback. OK to plan for connection our regional connections minimising the connection feedback. (ICPs) quickly and easily. website. engineers engineers. input services we are required to provide. We will include a description Customers with multiple 2.2 Generators will have access Customer ofWe the will connection publish technical project as connections will be able to Improved to improved technical correspondence Customer 6.1 wellguidance as the forenquiry generators reference on identify the project we are ALL M UM DG PAGE 31 customer guidance and be better reviewed and new Documentfeedback. OK to plan athow the to beginning go about makingof all our a referring to more quickly Guidance EHV communicationsBetter technical informed about how standards applied. downloads and DG PAGE 40 2.0 customerconnection correspondences. application for and easily. published. HV OK to plan guidance for to make a connection feedback received. hybrid generation-storage Improving our generators application for hybrid sites. application We will provide customers generation-storage sites. and delivery with an update on the Customers will be better processes 2.3 progress of their connection Stakeholdersinformed on the will status be better and Feedback being Customer Updates6.2 on our quotationWe will continue midway to throughengage ALL M DG PAGE 32 timescalesinformed ofand their have expected the delivered. feedback. OK to plan connection offers withits stakeholders preparation, on ourwhere vision a Vision and Stakeholder Our transition to a opportunityoffer. to engage, ALL M DG PAGE 41 65-dayand strategy guaranteed for our transitionstandard strategy shared. feedback. OK to plan Distribution System share their views and shape 6.0 toapplies. a DSO. Operator (DSO) future outputs. Innovation We will mobilise a project to Customers will have the 2.4 We will engage with Project mobilised Customer involved build a self-service budget opportunity to influence flexibility service providers and customers in development of LV M DG PAGE 33 Self-service tool and keep our customers and contribute to the OK to plan to understand any engaged. the new tool. budget tool informed and involved. development of a new tool. 6.3 improvements to our Stakeholders will be able to connections process that engage with our experts and Stakeholder Stakeholder Our engagement are required to support can influence and inform engagement ALL M DG PAGE 42 with flexibility service We will create a new web Numberfeedback. of OK to plan the continued growth of changesWe can to deliverour connection more session delivered. providers3.1 based process to enable Web form created customers distributed energy resources targeted process.communications customers to register as an and published on registering to ALL M DG PAGE 34 More targeted such as storage, flexible and engagement, tailored to OK to plan interested stakeholder by our website. receive targeted communications generation and demand side different types of customers. connectionsresponse. customer type. updates. 3.0 Improving our Stakeholders will be communication We will hold dedicated better informed about our and engagements with hard to connections processes and Two dedicated Number of engagement 3.2 reach stakeholders with can engage with our experts. stakeholder Key: Action starts Our forecast timescale for completion Forecaststakeholders completion date specific connection needs We will be able to better engagement ALL M DG PAGE 35 Hard to reach engaged and OK to plan including NFU members, understand their specific sessions delivered stakeholders feedback received. M Metered demand Communitycustomers Energy groupsUM Unmeteredneeds and help customers them get inDG 2018/19.Distributed generation customers ICP Independent Connections Providers and off-grid customers. connected in a quicker and more efficient way.

Stakeholders will be better 6.2 We will continue to engage informed and have the with stakeholders on our vision Vision and Stakeholder Our transition to a opportunity to engage, ALL M DG PAGE 41 and strategy for our transition strategy shared. feedback. OK to plan Distribution System share their views and shape 6.0 to a DSO. Operator (DSO) future outputs. Innovation We will engage with flexibility service providers to understand any 6.3 improvements to our Stakeholders will be able to connections process that engage with our experts and Stakeholder Stakeholder Our engagement are required to support can influence and inform engagement ALL M DG PAGE 42 feedback. OK to plan with flexibility service the continued growth of changes to our connection session delivered. providers distributed energy resources process. such as storage, flexible generation and demand side response. OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action Action

Theme 1: The provision of information Theme 1: The provision of information 1.1 Greater access to network information 1.2 Network records

Customers will have We will develop a new We will develop a new M access to more detailed process to provide New process process to provide Customers will have New process network information M customers who request implemented. EHV customers who request better access and the implemented. EHV and asset records to DG it with access to more HV it with access to ability to work with our HV support and inform detailed network Customer feedback. DG 30/09/18 network information in network data. Customer feedback. 30/09/18 their own design information. KMZ and GIS formats. ICP activity.

01/04/18 31/09/18 01/04/18 30/09/18 Our customers said... Our customers said...

Further to your presentation at today’s I have formed my own consultancy company. I …Most of the DNOs issue KMZ (Google Earth) files of their network (HV and above). Is this something you Connections Customer Forum, I’m writing to intend to work for customers that may wish to are doing yet? say that developers such as ourselves really do appoint an ICP to install their new connection Hugh Taylor, Roadnight Taylor need access to information such as cable size, under competition in connections. However, for via email October 2017 operational status, asset age, feeder origination me to review the options for the connection, I etc. Access to this info will help us reduce would need access to the Northern Powergrid Thanks David (and Matt) very useful talk. On substation locations, you mentioned that NPG cannot share the making applications that go nowhere and information systems the same as an NPg Design information due to security and this is understandable. However, we note recently that ENW has started sharing taking up the time of system planners. Engineer. Can you please arrange for me to have this - actually they have gone beyond by sharing GIS data of substation, cables and circuits downloadable to access? As I may not be near to an NPg office, I Aiden Morris, AMP registered and vetted users. Are NPG planning or willing to share such information to approved users Connections Customer Forum, would wish to do this remotely. Zul Salim, Arup November 2017 Peter Imrie, Imrie Power Solutions Ltd question posed during our heat map webinar, December 2017 via email, October 2017

Developers have a greater appetite to carry out preliminary assessments of connection In support of competition in connections, we and also reducing the workload on the DNO capability. We already service information needs through the extensive range of already make our network design standards design team, making them more efficient. network information that we provide through various channels, including our heat maps,

and network information available to which are some of the most progressive in the industry, and through the provision of those ICPs who request it. Developers and Consultants working for developers who base network information. consultants are now saying that they would employ ICPs are also seeking access to the also like access to this information, which same network information as the ICPs so that Customers want to use this information in their design and assessment tools and will enable them to carry out preliminary they can perform a level of validation of the therefore it is important to them to be able to receive base network data in a format ICP schemes being proposed. This validation feasibility studies themselves and also to which is compatible with the IT platform and the applications that they operate. validate the work done by ICPs. helps the process, as it should speed up the process of design approval once the ICP This information is readily available and therefore we have committed in this plan to The idea of developers carrying out their own submits their design to the DNO, improving provide information specifically in the different formats requested by customers. etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or preliminary initial assessments of the viability overall timescales. ource ai maret researc ri ource ai maret researc ri customers udate coectios uide reioa coectio eieer ource ai maret researc ri ource ai maret researc ri customers udate coectios uide reioa coectio eieer of projects improves the efficiency of the ource ai maret researc ri ource ai maret researc ri cotact detais ource ai maret researc ri ource ai maret researc ri cotact detais connections application process as it enables On that basis we have committed to an action in ource ai maret researc ri ource ai maret researc ri developers to make faster decisions about this ICE plan to make our network information the viability of projects, reducing the cost available to developers and consultants. of connections applications to the customer

26 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 27

oectio descritio ad areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress oectio descritio ad areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri

e serice or s ecica uidace or rid are isio ad strate or O e serice or s ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action Action

Theme 1: The provision of information Theme 1: The provision of information 1.3 DG owner operator forum 1.4 DG connections guide

DG customers will have a forum to discuss Four DG owner We will work with Customers will have Completion of a revised operational issues operator forums held the ENA to update more accurate and ENA DG connection We will hold a DG and obtain accurate during 2018/19. One per quarter the DG connections up-to-date information guide. owner operators forum and up-to-date EHV DG 30/06/18 guide and incorporate on the requirements All DG each quarter. outage information Feedback received from 30/09/18 new technologies like for connection of Number of downloads 30/09/18 enabling them to plan DG owner operator 31/12/18 storage and export distributed energy of the revised ENA more efficiently and forum members. 31/03/ 19 limiting devices. resources. guide. strategically.

01/04/18 31/03/19 01/04/18 30/09/18 Our customers said... Our customers said...

On “ongoing feedback”: We have seen SSE adopt the practice of “DG owner operator forum” at our To ensure a more consistent and joined up request, mid-year. approach in dealing with connections across the different DNOs – the DNOs should review Graham Pannell, RES Ofgem consultation on DNOs 2017/18 ICE submissions and revise the DG Connections Guide to a ‘Distributed Energy Systems’ Connections We would like to encourage all DNOs to commit to an annual outage plan, regularly updated, as the most direct Guide which would cover a wider breadth and informative way to keep generators informed of these events. Such a plan would allow for strategic planning of technologies. by the generators as well as DNOs to efficient operations and well-timed maintenance. Nicola Percival, Innogy Renewables UK Ltd Nicola Percival, Innogy Renewables UK Ltd Ofgem consultation on DNOs 2017/18 ICE Ofgem consultation on DNOs 2017/18 ICE submissions submissions

As the distribution network becomes more We have reacted to requests from customers Wherever possible the DNOs come together through the Electricity Networks Association dynamic, with the amount of different types leading to us committing in this years’ service (ENA) to work together on aspects of distribution network technology and business of generation technologies increasing, it improvement plan to establish operator processes that are common across the industry. Because developers, in particular is important for the ongoing operational forums for EHV customers. We will hold generation developers, work over a national footprint, it is advantageous and more efficient viability of these projects that they are these quarterly and customers can discuss for them if the DNOs operate similar processes and provide similar information. efficiently managed and operated. operational outage management with our The observation has been made that it would be useful if the DG connections guide could operational planning experts. DNOs have a role to play to help generation be reviewed and enhanced to include information on distributed energy systems. It is operators. The day-to-day operation of We will model these forums on industry best important that information we provide developers to assist them is as comprehensive as the distribution network (both the planning practice and seek to formulate the content of possible and keeps up to date with current thinking and technology developments. and duration of network outages) can the forums based on the information customers etaied asset records ai etor data aaiae etaied asset records tarti a orum or eeratio ai etor data aaiaeoriWe have it therefore tomade reise a commitment ad tarti in our a service orum improvement or eeratioreate plan a toe work e with ae the or ori it to reise ad reate a e e ae or have a significant impact on the operation tell us they need to enable them to optimise the ource ai maret researc ri ource ai maret researc ri ource ai maret researccustomers ri ource ai maret researcudate riENA and othercoectios DNOs to uideimprove thecustomers content of the connectionsreioa guide. coectio eieer udate coectios uide reioa coectio eieer of a generator. operation of the generation plants. ource ai maret researc ri ource ai maret researc ri ource ai maret researccotact ri detais ource ai maret researc ri cotact detais It is important that we hold a regular dialogue ource ai maret researc ri ource ai maret researc ri with large customers to share outage planning information and to be able to discuss network issues and forward planning constraints.

28 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 29

oectio descritio ad areted commuicatio ad oectio descritioedicated ad eaemet or ard toareted commuicatioae ad o strate edicated eaemet tatemetor ard to o ors roress ae o strate tatemet o ors roress euir reerece eaemet euir reerece reac staeoders eaemet ource ai maret researc ri reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researcource ri ai maret researc ri ource ai maret researc ri ource ai maret researc ri

e serice or s ecica uidace or rid e serice or s are isio ad strate or Oecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites ource ai maret researctrasitio ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action Action

Theme 2: Improving our application and delivery processes Theme 2: Improving our application and delivery processes 2.1 Contact information for connections engineers 2.2 Improved customer communications Measures of Measures of Target completion Target completion Action The outcome performance, impact Voltage Market segments Action The outcome performance, impact Voltage Market segments date date and success and success

We will include a We will create a new New web page created description of the Customers with Customer M Customers will be web page where and published on our connection project multiple connections correspondence able to access the M DG customers can find the website. as well as the will beetaied able to identify asset recordsreviewed and new ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or contact details of our All All DG contact details for our enquiry reference the ourceproject aiwe are maret researcstandards ri applied. ource ai maret researc ri customers udate coectios uide reioa coectio eieer connections engineers UM ICP regional connections Web page usage and 30/09/18 at the beginning of referring to more 31/12/18 ource ai maret researc ri ource ai maret researc ri cotact detais quickly and easily. engineers. customer feedback. all our customer quickly and easily. Customer feedback. UM ource ai maret researc ri correspondences.

01/04/18 30/09/18 01/04/18 31/12/18 Our customers said... At our Connections Customer Forum in November 2018, Phillip Matthews from East Riding Council gave us some feedback on our application and delivery process, highlighting an aspect of our communications that could be improved. It may be helpful to have a list of engineers to Contact list dedicated by department Mr Matthews told us that when we send emails we quote the Northern Powergrid enquiry discuss a project with before applying Steve Harvey, Power Jointing and reference number (ENQ) but do not always give a description of the connections project Distribution Service we are referring to. He told us when he has multiple applications pending with us, looking Steve Watts, Patrick Parsons up the individual ENQ numbers we issue to find the project we are referring to is time Connections workshop, March 2017 Connections Customer Forum, November 2017 consuming and inconvenient. We agreed with Mr Matthews’ comments and following a conversation with him about his feedback, we made a commitmentoectio to include a description descritio of thead project, as well as the areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress Northern Powergrid ENQ number in any correspondence that we send, making it easier Phone numbers of commercial engineers Individual Commercial Manager contact euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri for customers to identify the connection project we are referring to. ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri Christie Sims, BSR Energy Kate Wilson, Stag Energy Connections Customer Forum, Connections Customer Forum, November 2017 November 2017

Effective communication is an important part Customers have asked us to go one step of an efficient connections application and further now and make the details of key delivery process. In previous years we have staff available on our website, which will committed to and implemented a process further help them and their team to better whereby our commercial, design or delivery communicate with the right person. engineers, quickly contact customers to discuss and agree requirements and confirm We have therefore committed in this service the next steps of the process, keeping the improvement plan to provide the contact customers fully informed. details of our key connections staff.

During these conversations the customer etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or e serice or s ecica uidace or rid are isio ad strate or O receives the contact details of their point of ource ai maret researc ri ource ai maret researc ri customers udate coectios uide reioa coectio eieer ource ai maret researc ri eeratiostorae sites trasitio contact, so that if they have any queries about ource ai maret researc ri ource ai maret researc ri cotact detais ource ai maret researc ri ource ai maret researc ri the job during any phase of its delivery they can ource ai maret researc ri speak to the right.

30 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 31

oectio descritio ad areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri

e serice or s ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action Action

Theme 2: Improving our application and delivery processes Theme 2: Improving our application and delivery processes 2.3 Updates on the status of our connections offers 2.4 Self-service budget tool

We will provide customers with an Project mobilised and update on the progress We will mobilise a Customers will have the Customers will be Feedback being customers engaged. of their connection M project to build a self- opportunity to influence M better informed on the delivered. EHV quotation midway service budget tool and and contribute to the LV status and timescales of HV Customer involved in through its preparation, keep our customers development of a new DG their expected offer. Customer feedback. DG 31/07/18 development of the new 31/03/19 where a 65-day informed and involved. tool. tool. guaranteed standard applies.

01/04/18 31/07/18 01/04/18 31/03/19 Our customers said... Our customers said...

Bulletin giving info on progress and expected A lot of my enquires are at planning stage and the costs I am looking for at this stage are general, asking for offer date. a budget quote still takes 15 working days and I would like to know if there is a speedier avenue for budget/ Jim Caldwell, YELM indicative cost? Connections Customer Forum, November 2017 Sheila McArdle, Strategic Team Group via email, October 2018

When asked at one of our Connections Customer Forums to tell us It is important for developers to understand quickly the viability of what he thought we could do to improve our overall connections their project from the perspective of electrical network connectivity service, Jim Caldwell of YELM said that we could keep him better and cost. We have seen elsewhere in our service improvement plan informed about when he could expect to receive his connections offer. customers asking us for more access to network information so that they can carry out initial assessments themselves. Although we work within the guaranteed standards of performance timescales to provide quotations, we try to greatly improve upon those In the cases where customers do not have design or assessment timescales and provide a service that is as fast as practically possible. capability, it is important for them to receive a budget view of costs It is important that we try to keep customers informed as to when as quickly as possible. Our current target of a 15 day, worst case turn 17 they can expect to receive their connection offer quotation. This is around for a >1MVA budget cost is not fast enough. discussed initially when we first contact the customer to discuss their We have therefore decided that there may be a better approach, which requirements at the start of the connection design process. could help customers get much faster - near instantaneous - budget information, via a self-service budget web based process. To add to this and to keep customers better informed we have committed to provide every customer who is subject to a 65-day guaranteed We are currently investigating the approach we might take, and standard with a midpoint update on progress and expected completion therefore, we are committing in this service improvement plan to fully date. Therefore, half-way through the design and quotation preparation mobilise a project that will seek to build a self-service budget tool. The process, we will contact the customer and re-affirm when we expect we project will enable us to involve customers in the development of the will be able to complete and deliver the connection offer quotation. tool to ensure that we get them the right answer to meet their needs, whilst exploiting the best possible systems opportunities.

17 Mega Volt Amp

32 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 33 OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action Action

Theme 3: Improving our communication and engagement Theme 3: Improving our communication and engagement 3.1 More targeted communications 3.2 Hard to reach stakeholders

Measures of Measures of Target completion Target completion Action The outcome performance, impact Voltage Market segments Action The outcome performance, impact Voltage Market segments date date

and success and success

Stakeholders will be better informed Two dedicated We will hold dedicated We will create a new about our connections stakeholder We can deliver Web form created engagements with hard web based process to processes and can engagement more targeted and published on our ICP to reach stakeholders enable customers to engage with our sessions delivered M communications and website with specific connection register as an interested All experts. We will be able in 2018/19. All 30/09/18 engagement, tailored Number of customers needs including NFU stakeholder by UM etaied asset records to betterai understand etor data aaiae tartiDG a orum or eeratioand ori it to reise ad reate a e e ae or to different types of registering to receive 30/09/18 members, Community connections customer ource ai maret researc ri theirource specific ai needs maret Numberresearc ofri stakeholders customers udate coectios uide reioa coectio eieer customers. targeted updates. Energy groups and off- 31/12/18 type. and help them get engaged and feedback ource ai maret researc ri ource ai maret researc ri cotact detais grid customers. connected in a quicker received. ource ai maret researc ri and more efficient way. 31/09/18 31/12/18 01/04/18 30/09/18 01/04/18 Our customers said... Our Head of Innovation attended a local engage more with hard to reach customers, National Farmers Union (NFU) meeting in including members of the NFU and Could you please add my email address to York to discuss innovation and more general community energy groups, to discuss the the right mailing list for anything to do with issues. The outcome of the meeting was connections process with them in more Distributed Generation? I’d like to hear about that it became apparent that we could do detail and to listen to and address their publications and eventsetaied etc. onasset a regular records basis. ai etor data aaiae tartimore to a engage orum hard or eeratioto reach groups of needs. During ourori broad and it inclusive to reise ad reate a e e ae or ource ai maret researc ri ource ai maret researc ri customerscustomers, such as those who find it hard to consultation onudate our plans, we coectios received uide reioa coectio eieer Nicola Percival, Innogy Renewables UK Ltd ourcespend ai extended maret periods researc of time ri away from feedback from ourceone of our ai Stakeholder maret researc Panel ri cotact detais via email, July 2017 their work to attend stakeholder forums. members which led us to expand the scope ource ai maret researc ri of ‘hard to reach’ stakeholders to include Although we have made great strides off-grid customers unable to connect to the oectio descritio adforward this year in our use and exploitationareted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress distribution network. euir reerece of new channels of communications,eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc includingri webcasts and webinars, thereource are ai We maret commit researc to hold ri at least two dedicated ource ai maret researc ri still groups of customers for whom these engagements with these hard to reach We develop our service improvement plans each year, through broad and inclusive channels of communication do not work customers during the year. In doing so, this consultation and engagement with our stakeholders. well and who still would appreciate face-to- will enable us to better understand their face discussions. specific needs and help them get connected To make that engagement effective and to ensure we are able to target customers with in a quicker and more efficient way. Therefore, as an action in this years’ information about future events and emerging industry topics or updates on ongoing service improvement plan, we commit to initiatives, we need to clearly understand which customers are interested in the different market segments and technologies.

Following customer feedback, as well as relying on our historical knowledge of which

customers have applied to connect in the past, we are now proposing to be more proactive with our understanding of what individual customers are interested in. We will create a web based process that allows customers oectioto register their descritio interest in different ad market segments areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress and topics so that we can be sure we correctlyeuir includereerece them in our communications. eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri In this service improvement plan we have therefore committed to develop a web based process that allows customers to register interest in a particular type of connection. e serice or s ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri

34 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 35

Action Action

Theme 4: Technical and commercial innovation Theme 4: Technical and commercial innovation 4.1 Network constraint and curtailment information 4.2 ANM and future flexible solutions

Customers will be We will continue to A better understanding better informed about We will conduct a engage with customers and agreement of our strategy for flexible Progress review of the provision Review conducted. M about our ANM what the provision connection solutions communicated. EHV of network constraint HV strategy including how, DG of constraint and including how, when HV and curtailment Customer feedback. when and where we curtailment information DG 31/03/19 and where we propose Customer feedback. 31/03/19 information. will be deploying future entails. to roll-out those flexible solutions solutions.

31/03/19

01/04/18 31/03/19 01/04/18 Our customers said... Our customers said...

Likely curtailment levels” I believe should be a main focus for all DNOs for 2017/2018, whether a Northern Powergrid commit to sharing Very useful webinar - thank you! Could you traditional or flexible connection solution is offered. Heat maps provide broad brush early stage information about the ANM scheme in give any details on where else you will be information. Site-specific detailed information is now required on a business-as-usual basis, especially as Driffield but stop short of committing to considering deploying ANM? projects progress towards critical investment decisionetaied milestones. asset No records DNO is yet at a stage one could call ai etor data aaiae indicating where/whentarti they a mightorum be or able eeratio ori it to reise ad reate a e e ae or ource ai maret researc ri ource ai maret researc ri customers David O’Hare,udate Smarter coectios Grid Solutions, uide reioa coectio eieer ‘best practice’. to replicate this. via email ource ai maret researc ri ource ai maret researc ri cotact detais Graham Pannell, RES Nicola Percival, Innogy Renewables UK Ltd ource ai maret researc ri Ofgem consultation on DNOs 2017/18 ICE submissions Ofgem consultation on DNOs 2017/18 ICE submissions

The issue of constrained networks is one which is taxing every DNO in The ongoing development of ANM solutions is important as it enables us to connect as many the UK, and is the subject of national a debate about curtailment and customers as possible in areas where capacity is constrained but where there is flexibility in how to provide constrained network connections. the way in which customers can operate their plant and equipment. It is important for generation developers in their assessment of the We are committed to helping as many customers as possible connect to our network viability of any proposed project to understand the level of curtailment, and have made assurances that where necessary we will develop flexible and innovative if any, they might experience if they accept a connection offer. Although solutions to address constraints on our network. we currently provide operational network information that assists We have so far developed our first, replicable ANM scheme, which we have deployed on our the developer in their assessment of potential levels of curtailment, network in Driffield, East Yorkshire. Customers have been interested to know how the scheme customers are stressing the importance of this assessment and works, the cost structure and where and how it could be applied to other areas of our network. requesting better quantification of curtailment levels. oectio descritio ad areted commuicatio ad Although we have held an active dialogueedicated with customers eaemet throughout or ard the to year, this topic ae o strate tatemet o ors roress Understanding the importance of this subject we have taken note of it euir reerece eaemet still has a long way to go in the developmentreac staeoders and roll out of the technology. In response to ource ai maret researc ri ource ai maret researc ri in this service improvement plan and committed to conduct a review ource ai maret researc ri ource ai maret researc ricustomers’ interest, we feel that it isource necessary ai to continuemaret researc this dialogue ri going forward. of the provision of network constraint and curtailment information so We have therefore committed in this years’ service improvement plan to continue to engage that we can be better informed of what the provision of this information with customers about the development and implementation of our ANM strategy. entails before we then move forward.

36 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 37 e serice or s ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri

OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or ource ai maret researc ri ource ai maret researc ri customers udate coectios uide reioa coectio eieer Action Action ource ai maret researc ri ource ai maret researc ri cotact detais ource ai maret researc ri Theme 4: Technical and commercial innovation Theme 5: Enabling competition 4.3 The T/D interface and Statement of Works process 5.1 Self-service adoption agreements for ICPs

Measures of Measures of Target completion Target completion Action The outcome performance, impact Voltage Market segments Action The outcome performance, impact Voltage Market segments date date and success and success ICPs will be able to create their own asset We will continue to Progress reported and adoption agreements New ICP self-service work with the Open new policy/process Customers will be We will develop, using simple agreed adoption agreements Networks Project to implemented as better informed about trial and if the trial is templates and submit implemented. develop the Statement necessary. M the T/D and EHV successful, implement them to Northern of Works process and, if All Statement of Works HV a new self-service Powergrid for legal Number of self-service ICP required, make changes Revised process, if DG process. 31/03/19 adoption agreement completion, further adoption agreements oectio descritio 31/08/18ad areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress to our current practices required, applied to process for ICPs. minimising the completed and ICP euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri to better support our relevant connection connection input feedback. ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri customers. applications. services we are required to provide.

01/04/18 31/03/19 01/04/18 31/08/18 Our customers said... Northern Powergrid continues to actively support the ongoing growth of competition in connections and recognises the requirement to reduce the number of input services that The two Scottish DNOs perform a better job of communicating the nature and impact of any transmission ICPs require from a DNO in providing their customers with a service. issues for a new connection – whether process, queue, delay, liability or design. Both have been open to discussing alternative solutions. Our experience with DNOs in England and Wales is that many frontline Following feedback from ICPs, we have created a ‘self-fill’ version of our current adoption agreement that allows ICPs to self-complete, sign and return the document straight to connection designers have yet to fully understand and take ownership for the transmission issues affecting Northern Powergrid, rather than having to wait for us to issue the agreement. their distribution-connecting customers. This includes for example clearly explaining the Statement of Works Appendix G trials, where a project sits in this process and the options available, along with being We have already been in discussions with one ICP (GTC) about our proposal. Following this, we believe that this process is one which could benefit all ICPs who operate in our region able to quantify the benefits of the trial. and, therefore, we have given a commitment in this years’ service improvement plan to trial Graham Pannell, RES and, if successful, roll out this new process to all ICPs in our region. e serice or s ecica uidace or rid are isio ad strate or O Ofgem consultation on DNOs 2017/18 ICE submissions ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri

etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or ource ai maret researc ri ource ai maret researc ri customers The subject of network constraints, inudate coectiosTo date, although uide none of the trials have been wereioa offer to ourcoectio customers. eieer Therefore it is ource ai maret researc particularri those on the National Gridource network ai maretconducted researc in the ri Northern Powergrid licence appropriatecotact detais that we commit to an action in this which impact customers’ connections to areas, we have been able to learn from the years’ource service ai improvement maret researc plan rito continue to distribution networks, is an important experiences of others and we are now adopting contribute to the works of the Open Networks topic when it comes to customers fully the successful elements of the trials. Project and where possible make changes to understanding the potential costs involved in our connections business processes. connecting the proposed projects. In September 2017, we started submitting bulk Statement of Works requests to National We have continued to play an active role in Grid. In addition, where we already know that the activities of the national working group transmission related works will be required, tasked with reforming the Statement of we are now able to move straight to the Works process (the process which identifies confirmation of progression stage (also known constraints on the National Grid network). as a Modification Application or Mod App). In The outcomes of that work so far have been February 2018, we received our first offer from trials taking place at different places across National Grid with materiality limits for Saltend the country to develop an improved process North grid supply point, where we have received that will give customers greater visibility on high volumes of connection applications. the transmission costs and liabilities, as early as possible in the quotation process. The trials The work of the nationally sponsored have implemented bulk Statement of Works Open Networks Project continues and we oectio descritio ad areted commuicatio ad edicated eaemet or ard to ae o strate tatemet o ors roress requests, materiality limits, planning limits and continue to play an active role and to act on euir reerece eaemet reac staeoders ource ai maret researc ri ource ai maret researc ri regional development programmes. the outcomes, building them into the service ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri

38 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 39

e serice or s ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri

etaied asset records ai etor data aaiae tarti a orum or eeratio ori it to reise ad reate a e e ae or OUR LOOKING FORWARD REPORT ource ai maret researc ri ource ai maret researc ri customersOUR LOOKING FORWARD REPORT udate coectios uide reioa coectio eieer ource ai maret researc ri ource ai maret researc ri cotact detais ource ai maret researc ri Action Action

Theme 6: Innovation Theme 6: Innovation 6.1 Better technical guidance for generators 6.2 Our DSO transition Measures of Measures of etaied asset records ai etor dataTarget aaiae completion tarti a orum or eeratio ori it to reise ad Targetreate completion a e e ae or Action The outcome performance, impact Voltage Market segments Action The outcome performance, impact Voltage Market segments ource ai maret researc ri ource ai maret researcdate ri customers udate coectios uide reioadate coectio eieer and success and success ource ai maret researc ri ource ai maret researc ri cotact detais ource ai maret researc ri We will publish Generators will have technical guidance for access to improved We will continue Stakeholders will be Vision and generators on technical guidance Guidance published. to engage with better informed and strategy shared. M how to go about and be better informed EHV stakeholders on our have the opportunity DG oectio descritio ad areted commuicatio ad All edicated eaemet or ard to ae o strate tatemet o ors roress making a connection about how to make a Document downloads HV vision and strategy to engage, share euir reerece eaemet Stakeholder reac staeodersDG ource ai maret researc ri ource ai maret researc ri application for connection application and feedback received. 31/03/19 for our transition their views and shape 31/03/19 ource ai maret researc ri ource ai maret researcfeedback. ri ource ai maret researc ri hybrid generation- for hybrid generation- to a DSO. future outputs. storage site. storage sites.

01/04/18 31/03/19 01/04/18 31/03/19 Our customers said... We have actively participated in the activities of the TSO-DSO national working party project, which in 2017 became known as the Open Networks Project. This major industry The storage commitments are commendable and we would ask Northern Powergrid to go further and initiative will transform the way our energy networks work, underpinning the delivery of publish guidance foroectio how generators descritio should adgo about making an application aretedfor a hybrid commuicatio generation- ad edicatedsmart grids eaemet and a more flexible or ard energy to system. ae o strate tatemet o ors roress storage sites. Collaborationeuir between reerece DNOs would ensure that this is consistenteaemet within and between reac staeoders ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ource ai maret researc ri ourceThe projectai maretbrings togetherresearc rikey industry players including electricity grid operators, DNO areas. respected academics, non-Government organisations, government departments and the Nicola Percival, Innogy Renewables UK Ltd energy regulator, Ofgem. It will: Ofgem consultation on DNOs 2017/18 ICE submissions • give households, businesses and networks the ability to take advantage of new energy technologies to take control of their energy and lower their costs; e serice or s ecica uidace or rid are isio ad strate or O • help underpin business growth, attract investment and deliver real economic benefits to ource ai maret researc ri eeratiostorae sites trasitio the UK; and ource ai maret researc ri ource ai maret researc ri It is important that we provide customers with appropriate information about different • take a whole energy system approach to designing solutions by consulting with a wide technologies that they may wish to connect to the distribution network and their technical range of stakeholders, including the gas networks, and through an Advisory Group. parameters, so that when they decide to apply for a connection offer quotation they understand what information they are required to provide. The activities of the Open Networks Project are on-going and it is appropriate to continue a dialogue on this subject with our customers so they can fully understand what market Having access to and understanding the required information for a connection application opportunities exist and how best they can be exploited in the future as our strategy develops. can greatly speed up the connection process. Therefore, we are happy to respond positively We have therefore made a commitment in our service improvement plan to keep customers to the request made for us to improve our application guidance by including information informed about this important topic. regarding hybrid generation-storage.

We have therefore given a commitment in our service improvement plan to include hybrid storage generation information in oure application serice guidance or s documents. ecica uidace or rid are isio ad strate or O ource ai maret researc ri eeratiostorae sites trasitio ource ai maret researc ri ource ai maret researc ri

40 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 41 OUR LOOKING FORWARD REPORT OUR LOOKING FORWARD REPORT

Action

Theme 6: Innovation 6.3 Our engagement with flexibility service providers

Measures of Target completion Action The outcome performance, impact Voltage Market segments date and success

We will engage with flexibility service providers to understand any improvements Stakeholders will Stakeholder to our connections be able to engage M engagement session process that are with our experts and delivered. All required to support the can influence and DG continued growth of inform changes to our 30/11/18 Stakeholder feedback. distributed energy connection process. resources such as storage, flexible generation and demand side response.

01/04/18 31/11/18

The ability of DNOs to connect and manage all types of electrical improvements that might be required to our connections process to loads, whether demand or generation, is paramount to the efficient support the continued growth of distributed energy resources such as and effective running of a distribution network. We already have storage, flexible generation and demand side response, we will engage actions within our service improvement plan, including a review of the directly with these providers to understand any new requirements. provision of curtailment information and the development of active Therefore, we have committed in our service improvement plan to hold network management, that seek to ensure as many customers as a specific stakeholder engagement session to understand further the possible are able to connect to the distribution network. requirements of flexibility service providers. However, there are more and more flexibility service providers currently in the market that are generating new ideas and bringing further new technologies to bear. Therefore to understand any

42 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 43 Our Looking Back report

In this section of our submission, we focus on the 26 actions in our 2017/18 plan and how we delivered on the commitments we made. We describe how we have engaged with our connections stakeholders to ensure the outputs we delivered met their expectations and improved our overall service. We highlight some of the key activities we have undertaken in the year. We also share what our customers have told us about the improvements we have made.

44 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 45 Introduction to our Looking Back report

When formulating our ICE plans we have always been driven first and foremost by our stakeholders’ feedback. We operate a robust programme of engagement which sees every comment, request or issue that is raised by one of our connections In 2017/18, we focused on delivering the stakeholders logged, considered and where appropriate acted upon; whether that be activities and outcomes we said we would, a call from one of our team to discuss an issue, a small change to our business as usual and, as a result, all 26 actions in our work practices or a more significant improvement delivered through the ICE mechanism. plan were delivered in line with, or before We are also guided by Ofgem’s guidance to expected. We stepped up our engagement activities all DNOs to set stretching targets and to be to give customers more opportunities to interact their forecast delivery dates. ambitious in the improvements we propose, and with us and utilised new channels of communication by our stakeholders’ assertion that we should set including live webcasts and webinars. measurable and achievable targets for every action we propose. The activities we have undertaken, supported by our robust process of stakeholder engagement In 2017/18, we focused on delivering the activities and consultation, gives us confidence that we and outcomes we said we would, when we said we have delivered the service improvements that would and, as a result, all 26 improvement actions our connections customers expected in this ICE in our work plan were delivered in line with their plan year. The results of our annual stakeholder forecast completion dates. Wherever possible we consultation support our position with just under tried to over deliver on the commitments we had three quarters (73%)18 of those surveyed stating made, running extra workshop sessions when some that our connections service had ‘got much better’ were oversubscribed and exploring new ways to or ‘better’ as a result of improvements we have communicate with our customers. We were able made in the past 12 months. to deliver three actions ahead of forecast, meaning customers could benefit from the improvement Our plan for 2018/19 continues to build upon earlier than we had first envisioned. the 26 service improvement actions we delivered in our previous ICE plan year with the focus on During the year, we took every opportunity to storage, the Transmission/Distribution interface talk to our customers about the improvements we and developing future flexible solutions. were making to inform our thinking and ensure we remained on track to deliver the outcomes they

In this section:

PAGE 48 How we have implemented our engagement strategy

PAGE 49 Key engagement activities

PAGE 50 Our 2017/18 work plan

PAGE 53 Looking back at how we delivered on the commitments we made in 2017/18

18 Source: Explain telephone survey April 2018

46 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 47 INTRODUCTION TO OUR LOOKING BACK REPORT INTRODUCTION TO OUR LOOKING BACK REPORT

How we have implemented our engagement strategy

During 2017/18 we continued to build upon our robust Q2 2017 Q3 2017 Q4 2017 Q1 2018 strategy for connections stakeholder engagement. The biggest thing was when we rang up to ask Activities and interactions questions. The call centre and the ladies working Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Driven by feedback from our customers on the ways they want to there. When I spoke to them, they were fantastic. Northern Powergrid Strategic Stakeholder Engagement Group (SSEG) engage with us, we introduced a new programme of workshops I couldn’t ask for any more. focusing on emerging connections topics; increased our social media Northern Powergrid Stakeholder Panel presence and utilised new channels for communication, such as Darren Shell, Maxbox Developments Ltd Northern Powergrid Connections Customer Forum webinars and webcasts. our broad and inclusive stakeholder consultation on ICE, April 201821 Our connections team continues to facilitate the early phase Northern Powergrid ICP Seminar engagement and upfront discussions that help customers understand Connections customer surgeries the feasibility of their projects and our monthly connections and ICP surgeries continue to prove popular. ICP surgeries

19 Our stakeholders agreed, with 88% of those surveyed confirming Social media ‘Ask the Expert’ Q&A sessions (ICE action 1.2) that we engage with our connections stakeholders and facilitate joint discussions20. - Making a connection application

- Our DSO transition

- Our generation and demand heat maps

o o ce - Connecting Low Carbon Technologies

Connections workshops (ICE action 3.1)

- Local energy systems cuoer - Domestic energy storage - Assessment & Design fees coeco - Connecting Electric Vehicles eoer e er rece oreroerco reur e oe eure Sharing our vision on our transition to a DSO (ICE action 6.2) ecoece couco Accessing network records workshops (ICE action 1.5)

oectios itter Unlocking the future of energy stakeholder events o customer orums sessios OO eu re or ANM updates (ICE action 6.5) semiars oectios eiars Stakeholder communications (email, web, social media)

Yorkshire Public Lighting Authorities unmetered services meeting co oectios customer orsos ie ecasts S Early phase engagement with Local Authorities on current and emerging connections topics

Annual ‘National Parks for the Future’ conference

Meetings with representatives from our National Parks and AONB

Early phase engagement with developers on battery storage and generation projects

Interactions with the HS2 Rail Link team

Low Carbon Network and Innovation (LCNI) conference

IET workshop on adapting to new technologies and moving towards a smarter grid 19 Source: Explain telephone survey April 2018 ENA Distributed Generation/DER Forum 20 Source: Explain telephone survey April 2018

21 Source: Explain telephone survey April 2018

48 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 49 2017/18 WORK PLAN

Q2 2017 Q3 2017 Q4 2017 Q1 2018 More info Area for Performance Our measure of Theme Action The outcome for customers Voltage Status Applicable to on this improvement metric impact/success Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

We will trial recording the Customers will be able to Two connections Number of 1.1 content of our connections view content from Northern forums recorded YouTube views All Completed M UM DG ICP PAGE 53 Digital forums and workshops and Powergrid events at a time and posted to web and customer to forecast communications posting it to the web. that suits them. by Q3, 2017. feedback.

We will trial social media Customers will have access Number of Four social media ‘Ask the Expert’ Q&A to Northern Powergrid customers 1.2 Q&A sessions sessions on topics identified subject experts and will be participating All Completed M UM DG ICP PAGE 54 held, one per Social media by our connections able to pose questions and and customer to forecast quarter. customers. receive answers in real-tme. feedback.

We will conduct a formal Implementation of a business process review on Formal revised process to provide the provision of protection business review 1.3 customers with protection Customers issued setting information to our completed and setting information in settings within HV Completed M DG PAGE 55 Timescales for customers, with a view to revised process a more timely manner agreed timescales. to forecast protection settings developing service solutions implemented following the acceptance of 1.0 that close any performance where necessary. a connection offer. Provision of gaps identified. information Customers will have a guide that explains the 1.4 We will produce a simple Guide produced new milestones being Customer EHV guide to the implementation and published on Completed M UM DG ICP PAGE 56 Implementation of implemented in Northern feedback. HV of new contract milestones. web. to forecast contract milestones Powergrid connections contracts.

We will hold a workshop 1.5 Customers will understand open to all customers on Customer how to access Northern Workshop held. All Completed M UM DG PAGE 57 Access to mains how to access our mains feedback. Powergrid’s mains records. to forecast records records.

We will create a new 1.6 contracted capacity register Customers will have access Webpage live Customer webpage that features an to historical information in and information EHV Completed DG PAGE 58 Contracted feedback. capacity register archive of previous registers the formats they require. available. to forecast in excel and pdf formats.

We will modify the G59 Customers will have a quick Number of G59 form modified EHV 2.1 application form on our and easy method of applying applications made and new option HV Completed DG PAGE 59 website to include an option for an energy storage using the new Storage applications available. LV to forecast to connect energy storage. connection online. process.

We will create a quick cost 2.2 Customers will be able to calculator for generation Generation Usage rates obtain an upfront, indicative HV Distributed connection applications and calculator and customer Completed DG PAGE 60 cost for their generation LV generation make it available on our available online. feedback. to forecast connection. connections website.

Customers will be made We will create a new 2.0 aware of the multi- page on our website 2.3 optioneering Webpage usage Improving our that promotes our multi- New web page EHV service available to them and and customer Completed M DG PAGE 61 application Multi-optioneering optioneering service and available online. HV given a better understanding feedback. to forecast and delivery service explains the process to of the process and how to processes customers. access it.

We will benchmark our find 2.4 Customers will be able to System my MPAN online service Customer locate MPANs more quickly benchmarked and MPAN online service against other DNOs and feedback on any All Completed M UM DG ICP PAGE 62 and will have more accurate improvements (who’s my energy make improvements as changes made. to forecast information. made if necessary. supplier?) required.

Customers will be able to 2.5 Summary front We will add a front page see all key information Customer page added to all EHV Completed M DG PAGE 63 EHV summary to EHV quotations. contained in their offer at feedback. EHV quotations. early quotations a glance.

3.0 Customers will be able We will hold targeted to shape our workshop Four targeted Attendee numbers Improving our 3.1 workshops on emerging programme and gain access workshops held, and feedback from All Completed M UM DG ICP PAGE 65 communication connections topics Targeted workshops to Northern Powergrid one per quarter. events. to forecast and suggested by our customers. engagement subject experts.

We will continue to contribute to the national debate on A&D fees and keep our customers Customers will be kept Progress reported Revised processes 4.1 informed of the outcomes. informed on the outcome and new policy applied to On conclusion of the of the national A&D fees Assessment and and processes all relevant All Completed M DG PAGE 67 BEIS consultation, we will debate. We will revise our Design implemented as connection to forecast implement any changes approach to A&D fees as (A&D) fees necessary. applications. to our existing policies or necessary. practices required and communicate these to our customers.

We will continue to support 4.0 customers through the T/D interface and engage on Technical and 4.2 their behalf in the activities Progress reported Revised processes commercial of the national working Customers will be better and new policy applied to developments Transmission/ parties. Where necessary, informed and supported and processes all relevant EHV Completed M DG PAGE 69 Distribution (T/D) we will implement changes through the T/D interface. implemented as connection to forecast interface to our existing policies necessary. applications. and working practices to reflect best practice recommendations.

Discussion held Number of We will engage in a with Ofgem 4.3 Improved visual impact of customer discussion with Ofgem on on whether the distribution network in connections Undergrounding of behalf of our stakeholders AONB ED1 AONB whilst optimising the in AONB All Completed M UM DG ICP PAGE 70 networks in Areas of on the treatment of the allowances can be use of the ED1 allowance to incorporated into to forecast Outstanding Natural costs for undergrounding of incorporated into carry out such works. the programme of Beauty (AONB) rural network in AONB. the provision of undergrounding. connections.

We will develop an end-to- ICPs will have a better end process map that covers understanding of the input End to end process Customer 5.1 all aspects of our input services Northern Powergrid map produced and feedback on All Completed ICP PAGE 71 services and explains how ICP input services provide and how best to published. changes made. to forecast ICPs can interface with us access them. more effectively.

Publish a schedule of rates 5.0 ICPs will have a better for the input services Schedule of rates Customer 5.2 understanding of the costs Enabling available to ICPs so that they produced and feedback on All Completed ICP PAGE 72 of input services Northern competition ICP input services can pick and mix the services published. changes made. to forecast Powergrid provide. they require.

We will update our The action will extend the Updated standard standard design matrix Customer 5.3 scope and ease with which design matrix rules to include unmetered feedback on LV Completed UM ICP PAGE 73 ICPs can self-determine produced and ICP design matrix connections and simplify the changes made. early point of connections. published. technical specification.

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5.0 Percentage of Enabling independent competition We will secure long term quality assurance All installed connections Independent 5.5 independent inspection inspections carried assets will be inspected in quality assurance services to inspect SLC15 out on Northern All Completed M UM DG ICP PAGE 75 Independent the same manner by an inspections carried and Section 16 connections Powergrid and to forecast inspections independent organisation. out. delivery operations. ICPs and non- conformance rate from acceptance.

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We will share our vision for Customers will be kept 6.2 the transition of DNOs to informed about Northern Vision and DSOs. We will describe the Distributed Network Powergrid’s transition and strategy shared Customer work taking place at Northern All Completed M UM DG ICP PAGE 79 Operator (DNO) to will have the opportunity with interested feedback. Powergrid and seek our to forecast Distributed System to engage and shape future stakeholders. customers’ views on how to Operator (DSO) outputs. shape the outputs of this work.

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Customers will understand We will engage with how the Driffield ANM 6.5 customers on the progress scheme works, the network Progress Customer of our first replicable ANM communications, charging All Completed DG PAGE 83 Active Network communicated. feedback. Management (ANM) scheme in Driffield, South policy and how it can be to forecast East Yorkshire. applied to other areas of the Northern Powergrid network.

Customers will have access to a new resource that provides 6.6 We will develop and New Low Carbon information on different Webpage usage launch a new Low Carbon Connection Connecting Low types of LCTs, how to apply and customer All Completed DG PAGE 84 Connection Gateway on our Gateway available Carbon Technologies for a connection and when feedback. early website. on our website (LCTs) to notify Northern Powergrid about their installation. Q2 2017 Q3 2017 Q4 2017 Q1 2018 More info Area for Performance Our measure of Theme Action The outcome for customers Voltage Status Applicable to on this improvement metric impact/success Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

We will benchmark our find 2.4 Customers will be able to System my MPAN online service Customer locate MPANs more quickly benchmarked and MPAN online service against other DNOs and feedback on any All Completed M UM DG ICP PAGE 62 and will have more accurate improvements (who’s my energy make improvements as changes made. to forecast 2017/18 WORK PLAN information. made if necessary. supplier?) required.

Customers will be able to 2.5 Summary front We will add a front page see all key information Customer Q2 2017 Q3 2017 Q4 2017 Q1 2018 More info Area for pagePerformance added to all Our measure of EHV Completed M DG PAGE 63 Theme EHV summary toAction EHV quotations. Thecontained outcome in fortheir customers offer at feedback. Voltage Status Applicable to on this improvementquotations EHV quotations.metric impact/success early a glance. Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar action

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We will revise our Formal revised process to provide implemented as connection to forecast (A&D) fees theimplement provision any of protection changes approach to A&D fees as business review 1.3 customers with protection necessary. Customersapplications. issued settingto our existing information policies to or our necessary. completed and setting information in settings within HV Completed M DG PAGE 55 Timescales for customers,practices withrequired a view and to revised process a more timely manner agreed timescales. to forecast protection settings developingcommunicate service these solutions to our implemented following the acceptance of 1.0 that closecustomers. any performance where necessary. a connection offer. Provision of gaps identified. information We will continue to support 4.0 customers through the T/D Customers will have a interface and engage on guide that explains the Technical and 1.4 We will produce a simple Guide produced their behalf in the activities new milestones being Progress reported RevisedCustomer processes EHV commercial 4.2 guide to the implementation and published on Completed M UM DG ICP PAGE 56 Implementation of of the national working implementedCustomers will in be Northern better and new policy appliedfeedback. to HV developments contractTransmission/ milestones ofparties. new contract Where milestones. necessary, informed and supported and processesweb. all relevant EHV Completedto forecast M DG PAGE 69 Distribution (T/D) Powergrid connections we will implement changes through contracts.the T/D interface. implemented as connection to forecast interface to our existing policies necessary. applications. and working practices We will hold a workshop 1.5 to reflect best practice Customers will understand open to all customers on Customer recommendations. how to access Northern Workshop held. All Completed M UM DG PAGE 57 Access to mains how to access our mains feedback. Powergrid’s mains records. to forecast records records. 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Gateway available Carbon Technologies more effectively. for a connection and when feedback. early website. on our website (LCTs) to notify Northern Powergrid Publish a schedule of rates 5.0 aboutICPs will their have installation. a better for the input services Schedule of rates Customer 5.2 understanding of the costs Enabling available to ICPs so that they produced and feedback on All Completed ICP PAGE 72 of input services Northern competition ICP input services can pick and mix the services published. changes made. to forecast Powergrid provide. they require.

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Customers will have a to our customers. informed of the outcomes. guide that explains the 1.4 We will produce a simple Guide produced new milestones being Customer EHV Implementation of guideWe will to theshare implementation our vision for and published on Completed M UM DG ICP PAGE 56 implementedCustomers will in Northernbe kept feedback. HV contract6.2 milestones of thenew transition contract milestones.of DNOs to web. to forecast informedPowergrid about connections Northern Vision and DSOs. We will describe the Distributed Network Powergrid’scontracts. transition and strategy shared Customer work taking place at Northern All Completed M UM DG ICP PAGE 79 Operator (DNO) to will have the opportunity with interested feedback. Distributed System WePowergrid will hold and a workshop seek our to forecast 1.5 toCustomers engage and will shape understand future stakeholders. Operator (DSO) customers’open to all views customers on how on to Customer how to accessoutputs. Northern Workshop held. All Completed M UM DG PAGE 57 Access to mains shapehow the to outputsaccess our of this mains work. feedback. Powergrid’s mains records. to forecast records records. Number of We will engage with storage Suite of storage 6.3 The application process will applications made developersWe will createto create a new a suite offers developed EHV Energy1.6 storage contracted capacity register Customersbecome easier will have and accessmore Webpage live using new process Completed DG PAGE 81 of standard storage service and available for Customer HV connections offers webpage that features an to historicalunderstandable. information in and information and customer EHV Completedto forecast DG PAGE 58 Contracted offers. use. feedback. capacity register archive of previous registers the formats they require. available. feedback. to forecast 6.0 in excel and pdf formats. Innovation Customers will have access We will develop and publish Two case studies 6.4 We will modify the G59 Customersto a suite of will energy have storagea quick Number of case studies that share future G59produced form modified and Customer EHV Energy2.1 storage application form on our andcase easy studies method to help of applying shape applications made Completed DG PAGE 82 use cases and applications publishedand new option on our feedback. HV Completed DG PAGE 59 case studies website to include an option theirfor future an energy business storage plans using the new to forecast Storage applications for energy storage. available.website. LV to forecast to connect energy storage. connectionand direction. online. process.

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Customers will be able to 2.5 Summary front We will add a front page see all key information Customer Key: Action starts Our forecast timescale for completionpage added toForecast all completion dateEHV CompletedActual M completion DG date PAGE 63 EHV summary to EHV quotations. contained in their offer at feedback. EHV quotations. early quotations a glance. M Metered demand UM Unmetered customers DG Distributed generation customers ICP Independent Connections Providers 3.0 Customers will be able We will hold targeted to shape our workshop Four targeted Attendee numbers Improving our 3.1 workshops on emerging programme and gain access workshops held, and feedback from All Completed M UM DG ICP PAGE 65 communication connections topics Targeted workshops to Northern Powergrid one per quarter. events. to forecast and suggested by our customers. engagement subject experts.

We will update our The action will extend the Updated standard standard design matrix Customer 5.3 scope and ease with which design matrix rules to include unmetered feedback on LV Completed UM ICP PAGE 73 ICPs can self-determine produced and ICP design matrix connections and simplify the changes made. early point of connections. published. technical specification.

Action Action

Theme 1: The provision of information Theme 1: The provision of information 1.1 New channels for engagement 1.2 Making our experts available online

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

Two connections forums Customers will have Four social media Q&A We will trial recording Customers will be able recorded and posted to We will trial social access to Northern sessions held, one per the content of our to view content from web by Q3 2017. M DG media ‘Ask the Expert’ Powergrid subject quarter. M DG connections forums and Northern Powergrid All Complete Q&A sessions on experts and will be All Complete workshops and posting events at a time that Number of YouTube UM ICP to forecast topics identified by our able to pose questions Numbers of customers UM ICP to forecast it to the web. suits them. views and customer connections customers. and receive answers in participating and feedback. real-time. customer feedback.

01/04/17 30/09/17 01/04/17 27/06/17 06/09/17 13/12/17 20/03/18

Outputs achieved Our customers said... Outputs achieved Our customers said...

We recorded the presentations made at three of our We very much support the We hosted an ‘Ask the Expert’ Twitter Q&A session I am very happy Northern connections events by end of Q3 2017, thereby over idea of recording webinars and each quarter. Powergrid has taken on delivering on the commitment we made. connections forums. This will We sent an email to >5,400 connections customers in June board the comments about Since they were uploaded to our YouTube site, our suite of allow those unable to attend to 2017, inviting them to take part in our first Q&A. employing modern information videos has been viewed a total of 1,426 times22. get the benefit of hearing the technology to widen the information first hand, and also We promoted all Q&A sessions via our social media channels. understanding of how they are We were the first DNO to webcast our presentations live allow attendees to revisit sections progressing with, and carrying from a connections event. of these events to refresh memory. out the principals of ICE. Nicola Percival, Ian Fothergill, NIFES Consulting Innogy Renewables UK Ltd. via email, April 2018 Ofgem consultation on Customers will often ask us for copies of the our connections customers and ICPs to DNOs ICE submissions One of our customers asked us if we We noted a relatively low response slides presented at our engagement events, to inform them about this new resource could do more internet based Q&A rate to these Q&As in comparison to Continue using webinars revisit and remind themselves of the content that was available to them. sessions. We thought this was a good our other communication channels presented at a later date. We also understand suggestion and the customers we and so we changed the format of our for their events. It makes it from feedback we received that some of Customers supported our commitment surveyed broadly agreed25. third Q&A (on heat maps) to include an easier for accessing these for our customers find it difficult to attend our and recognised the benefits, and so we have continued to film key information sharing webinar. Although someone based in the South. forums due to time or financial constraints. To We made a commitment to trial ‘Ask address this, we made a commitment to film presentations from our connections events and we answered five questions during the the Expert’ Q&A sessions, where senior Harriet Burrell-Knipe, key presentations made at our connections make them available online. We began to use live webinar, there were no questions members of our team would be available RAW Energy events and make them available on the web. webinars to share information with customers asked during the hour long Twitter Q&A our broad and inclusive This would allow customers to watch the unable to attend our events and, in November on Twitter to answer questions from that followed. 2017, we became the first DNO to webcast live customers on current and emerging consultation with stakeholders presentations at a time that suits them and 26 create a reference library of information. from a connections event, with 25 customers connections topics. During the course Overall, we answered only one on ICE, April 2018 registering to watch the presentations made of the ICE plan year we delivered on our customer question during the four In line with the commitment we made, on the day. commitment, holding four Twitter Q&As, Q&A sessions we ran. Our experience we filmed the presentations made at our one per quarter, on topics suggested suggests that our customers prefer to Connections Customer Forum in April 2017 We have found that utilising new by our customers. These included our use other channels to interact with us. and our ICP Seminar in June 2017 and posted communication channels has enabled us application process, our DSO transition, Webinars in particular proved popular them on our YouTube channel23. We also to share information with a broader range and are something we will factor into filmed at our first connections workshop which of stakeholders. Looking forward, we will heat maps and connecting low carbon took place in June; thereby over delivering on continue to evaluate new ways to communicate You can watch the presentations made at technologies. our strategy going forward. the commitment we made. The videos were with our customers and to discuss with them our connections customer events on our promoted on our website and via our social how useful they find these new channels of YouTube channel www.youtube.com/user/ engagement and interaction. media channels. We also sent an email to all NorthernPowergrid

24 Figure correct as of June 2017

22 Figure correct as of April 30, 2018 25 Source: Explain telephone survey March/April 2017 23 https://www.youtube.com/user/NorthernPowergrid 26 Source: Explain telephone survey, April 2018

53 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 54 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action Action

Theme 1: The provision of information Theme 1: The provision of information 1.3 Timescales for protection setting information 1.4 Understanding contract milestones

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

We will conduct a formal business process Implementation of Formal business review review on the provision a revised process to completed and revised Customers will have of protection setting provide customers process implemented We will produce a a guide that explains Guide produced and M M information to our with protection setting where necessary. simple guide to the the new milestones published on web. EHV HV customers, with a view information in a more Complete implementation of new being implemented in HV Complete to developing service timely manner following Customers issued DG to forecast contract milestones. Northern Powergrid Customer feedback. DG to forecast solutions that close the acceptance of a settings within agreed connections contracts. any performance gaps connection offer. timescales. identified.

01/04/17 29/03/18 01/04/17 31/08/17

Outputs achieved Outputs achieved

We completed a formal review and comparison to We produced a simple guide to contract milestones for other DNOs. customers and published it on our website.

We designed and implemented a new fit-for-purpose Since the guide was published in August 2017, it has been business process. downloaded 29428 times.

Following acceptance of a connections offer, we now provide customers who request it with protection setting and fault level information within 30 days. An important issue for the electricity industry It is important that our customers understand You can read our simple guide to is the availability of connection capacity. how these contract milestones work as they contract milestones at: There have been many discussions at a can have an impact on their projects. Last http://www.northernpowergrid.com/ national level about the availability of capacity year, along with other DNOs, we contributed downloads/3664 Customers told us that following acceptance with this information within 30-days of the and, importantly, the role DNOs can play in to the development of the ENA best practice of a connection offer and the mobilisation request being made. We hope that by fulfilling ensuring that as much capacity as possible is guide on the implementation of new contract of the construction phase of a project, it this commitment we will help our customers available for customers who wish to connect milestones29. At one of our Connections is important to have access to protection progress their projects in a timelier manner. to the distribution network. Customer Forums a customer asked us for a settings and fault levels in a timely manner. simple guide to these new contract milestones Since the new process went live in March Ofgem decided that connection customers in that he could share with his clients to help Other DNOs have set a standard timeframe 2018, we have received five requests for general would benefit from a regime which them understand the new process and in which customers can expect to receive protection information from EHV customers, allows capacity that had previously been any associated risks. We therefore made this information. We made a commitment of which two have been responded to within allocated to a customer to be withdrawn if there a commitment to develop our own simple to review our own business process and the 30-day target and the other three are was a lack of progress such that the capacity was guidance to how contract milestones work. introduce a similar process that would yet to provide further information. We have not being used as originally intended. address our customers’ needs. also received seven requests for protection We produced a simple guide to contract information from HV customers, of which six As an industry, we introduced effective new milestones in August 2017, we then published Following an internal review of our business have been responded to within the 30-day milestones that would give DNOs the ability and promoted it on our website. processes and consideration of other DNOs’ target and we are waiting for the other one to reallocate sterilised capacity. practices, we have introduced a new process for to provide necessary information27. the provision of protection setting and fault level information for enquiries related to individual network sites. We now provide customers

28 Figure correct as of April 30, 2018

27 Figure correct as of May 23, 2018 29 http://www.energynetworks.org/assets/files/news/publications/Reports/ENA%20Milestones%20best%20Practice%20Guide.pdf

55 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 56 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action Action

Theme 1: The provision of information Theme 1: The provision of information 1.5 Accessing network records 1.6 New contracted capacity register

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

We will hold a We will create a new Customers will M workshop for contracted capacity Customers will have Webpage live and understand how to Workshop held. connections customers register webpage that access to historical information available. access Northern All UM EHV DG on how to access Complete features an archive of information in the Complete Powergrid’s mains Customer feedback. Northern Powergrid’s to forecast previous registers in formats they require. Customer feedback. to forecast records. mains records. DG excel and pdf formats.

01/04/17 30/08/17 01/05/17 07/07/17

Outputs achieved Our customers said... Outputs achieved Our customers said...

24 connections customers attended our workshop Very informative and positive. We launched a new contracted capacity register webpage to When contacted by NPg to in August 2017. help customers locate the data more easily. James Kostyszyn be told that our feedback 100% of attendees who responded said they found the Keepmoat Homes We created an archive of historical capacity registers and had yielded positive change workshop ‘useful’ or ‘very useful’. after event feedback form provide the data in both pdf and Excel formats every month. I gave additional feedback on the way this information was What could you have We held a follow up workshop in November 2017, thereby Since it was launched in July 2017, the webpage has been presented which was acted over delivering on the commitment we made. improved upon? - Nothing, visited 243 times30. upon very quickly to get an the demos on the system were even better result. really useful. Future training on the new system would Nicola Percival Innogy Renewables UK Ltd. We continue to support and facilitate In August 2017, we ran a successful probably be beneficial. Our contracted capacity register provides a customers to access, manipulate and competition in connections. We understand workshop attended by 24 connections list of generators that are connected to our understand the data more easily. via email that for customers and their representatives customers. Attendees were given Katie Rumble network and details of accepted projects. to be able to prepare designs for contestable a demonstration on how to access Hellens Group It also details the type of generation, We delivered our commitment, works, it is important that our network our network records system and an after event feedback form capacity, point of connection, voltage and the launching a new page on our website. information is readily available and accessible overview of the information currently associated substation/grid. The information contained there is to those who want to use it. available. They were also given a updated monthly and provided in preview of our new IT solution that In our 2016/17 ICE plan, we made a Excel and PDF formats. It also features the In March 2017, our Connections Input will modernise the way in which commitment to update the information in our archive of historical capacity registers as Services Team ran a workshop for ICPs on distribution asset records and customers to provide information and training contracted capacity register every month. requested by our customer. how to access our network records. Following associated data can be accessed and viewed as our new IT solution is introduced. Following that, we received a request from For more information visit that, we received requests from our metered online in the future. Nicola Percival of Innogy Renewables UK Ltd. demand and unmetered customers for a You can view the slides from our accessing to take this commitment further. www.northernpowergrid.com/ similar event. The workshop proved extremely popular, network records workshop at contracted-capacity-register with all the available places filled within an http://www.northernpowergrid.com/ We were asked if we could to create an We made a commitment in our 2017/18 ICE hour of the invitation being issued. Demand downloads/3978 archive of the previous month’s registers and plan to hold a further workshop, where we was so high that we decided to run a follow to provide the information in Excel format. could explain the process of obtaining our up session for customers who were unable We thought this was a good suggestion network record information, improve our to attend. We ran a second workshop at our and included a new action in our mid-year customers’ understanding of that information Connections Customer Forum in November update to create a page on our website and help them overcome any issues or 2017 and made the slides presented available featuring an archive of contracted capacity difficulties they might have experienced when to customers who wanted to refer to them at register data. We also committed to provide accessing it. a later date. We will continue to engage with the information in Excel format to allow

30 Figure correct as of April 30, 2018

57 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 58 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action Action

Theme 2: Improving our application and delivery process Theme 2: Improving our application and delivery process 2.1 Storage applications 2.2 Distributed generation connections

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

G59 form modified and We will create a quick We will modify the G59 Customers will have Generation calculator new option available. cost calculator for Customers will be able application form on a quick and easy EHV available online. generation connection to obtain an upfront, HV our website to include method of applying HV DG DG Number of applications Complete applications and make indicative cost for their LV Complete an option to connect for an energy storage LV Usage rates and made and new option to forecast it available on our generation connection. to forecast energy storage. connection online. customer feedback. available. website.

01/05/17 22/12/17 01/05/17 12/12/17

Outputs achieved Our customers said... Outputs achieved

We modified our G59 application form and created I have been using the NPg on- We developed a quick cost calculator for generation a new option on our online application page to connect line service to submit budget connections and launched it on our website. energy storage. estimate and connection offer Since the new tool was launched in December 2018, applications for the last few it has been used 539 times32. years and find it to be user friendly. I like that applications are stored for future reference The G59 regulations govern the connection of any form of generator device and that you can dip in and out Our DG customers told us that it would be availability heat map, with its simple red, that runs ‘in parallel’ or which is ‘synchronised’ with the distribution network. of any application if need be. helpful to have an early indication of the cost amber, green traffic light system to locate The G59 regulations apply to all types of generators, and therefore, as new of their generation connection, as it would areas of our network with the capacity to technology is developed and introduced it is important that our connection The addition to allow Energy help them to understand the financial viability accommodate their generation connection, application processes keep abreast of this technology. This will ensure it is easy Storage schemes to also submit of their proposed project. measure the route from our substation to for customers to request a connection using the new technology. applications is no different and their development and use the DG calculator We already run monthly connections to quickly calculate an indicative cost. Following feedback from a customer who was struggling to understand how to if customers are used to filling surgeries where customers can sit down with make an application for a battery storage system, we made a commitment to in the information needed for our engineers to have an upfront discussion This is another way in which we are extending improve our process. To that end, we changed the G59 application form that is such schemes, they will have about a planned connection project, including the provision of information we make available to customers and modified our online application process to enable no problems using this NPg on- the likely timescales and costs. However, available to our customers to help them customers to include details of storage battery devices they wish to connect. following feedback and to help our customers make informed, upfront decisions on where line service. I would certainly further during the important project scoping it is most feasible to connect to our network. Having delivered this commitment, we believe that the improvements we recommend it to others. stage, we said we would develop an online We have also made the new calculator fully have made will make it easier for customers to apply for a storage connection. calculator to enable generation customers compatible with smart phones and tablets so Morgan Donnelly, REG Looking forward, we will seek to make further changes to the application to obtain an indicative cost and timescale for the information is always at our customers’ Windpower Management process to keep abreast of different technologies as they are adopted. connection schemes up to 8MW, covering fingertips. via email different types of technologies, from solar PV Having delivered this commitment, we believe that the improvements we have to battery storage (a ‘DG calculator’). 8MW You can try our new DG calculator at made will make it quicker and simpler for customers to apply for a new storage is the threshold for EHV connections, after http://www.northernpowergrid.com/ connection. Since the new online application process went live in December which a self-service budget estimate process budget-generation-calculator 2017, we have processed one32 application. Looking forward, we will continue is difficult to achieve due to the bespoke to engage with stakeholders about new technologies they are seeking to nature of such large connections. connect to our network and update our application processes accordingly. We launched our online DG calculator in December 2017, fulfilling the commitment we made. Customers can now use our generation

31 Figure correct as of April 30, 2018 32 Figure correct as of April 30, 2018

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Action Action

Theme 2: Improving our application and delivery process Theme 2: Improving our application and delivery process 2.3 Multi-optioneering service 2.4 Who’s my energy supplier?

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

Customers will be We will create a new made aware of the We will benchmark System benchmarked New web page Customers will be page on our website multi-optioneering our find my MPAN and improvements available online. M able to locate MPANs M DG that promotes our service available to EHV online service against made if necessary. more easily and will All multi-optioneering them and given a better HV Complete other DNOs and make Complete Webpage usage and have more accurate UM ICP service and explains the understanding of the DG to forecast improvements as Customer feedback on to forecast customer feedback. information. process to customers. process and how to required. any changes made. access it.

01/04/17 28/07/17 01/05/17 08/03/18

Outputs achieved Our customers said... Outputs achieved

We launched a new webpage to make customers I am very pleased that NPg We benchmarked our service each quarter against that aware of the multi-optioneering service we offer and listened and took on board offered by other DNOs. how to access it. my suggestion at a recent We concluded that our service compared well to the We promoted the new page on our website and via Connections Forum. This has now other offerings. our social media channels. become a service improvement commitment in their ICE report We made a few minor improvements that made using the Since the new webpage was launched in August service quicker, easier and more secure. which will lead to improved 2017, it has been accessed 26 times33. communication between NPG and connections customers. Paul Leeuwerke During one of our Connections Customer Forums in 2016, we In 2016 we introduced a multiple design application optioneering Utility Consulting and Engineering received feedback about our online service that allows users to service, similar to Scottish Power’s Quote+ process, which allows via email identify their energy supplier and MPAN34 number. We looked at customers to consider multiple connections solutions whilst the service provided by other DNOs and in August 2016 we made maintaining their position in the formal connections queue. improvements to our own service so that it was more user-friendly. During discussions at our Connections Customer Forum in We also committed to benchmarking our service against other November 2016, it became evident that many of our customers DNOs and to make improvements as required. During the ICE plan were not aware we provided this service. To address this, we said year we have compared our service each quarter against the other we would create a new page on our website which explains our DNOs’ services. multi-optioneering process step by step, including how to apply. All DNOs use the same source data – which is updated daily - to We delivered this commitment in August 2017 and promoted the update MPAN systems, giving us confidence that our users had access new page on our website homepage; via our social media and in to the most up-to-date and accurate information. We concluded our communications to customers. that our service compares well and that we did not need to make You can visit www.northernpowergrid.com/multiple- any significant changes. We have made some minor improvements, 35 application-optioneering-process for more information such as making the service more prominent on our website and on the service we offer. enhancing the security of our customers’ personal data.

34 A Meter Point Administration Number, also known as an MPAN, electricity supply number or supply number is a 13-digit reference. A MPAN is used to uniquely identify every electricity supply point in the country.

33 Figure correct as of April 30, 2018 35 www.northernpowergrid.com

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Action

Theme 2: Improving our application and delivery process 2.5 Summary page for EHV quotations

Measures of Action The outcome performance, impact Voltage Market segments Status and success

Summary front page Customers will be We will add a front added to all EHV M able to see all key page summary to EHV quotations. EHV information contained Completed quotations. in their offer at a glance. DG early Customer feedback.

31/10/17 31/01/18

Outputs achieved

We added a summary of key information from the connection offer to the front page of all our EHV quotations.

Since the new standards were introduced in January 2018, we have issued 53 EHV quotations using the new format.

At our Connections Customer Forum in April 2017, we asked attendees to tell us three things we could do to improve our overall connections service. Rickard von Poten of Suncredit suggested adding a front cover to our grid connection offers that featured key information cited in the quotation.

We thought this was a good suggestion and something that we could implement quickly, so we made a commitment in our October mid- year update to add a front page summary to all EHV quotations. The summary page provides a snapshot of key information presented in the offer including the capacity, costs and connections date. We moved quickly to introduce this new standard and since January 2018, ahead of our target completion date, all our EHV quotations now feature a front page summary featuring key information presented in the offer.

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Action

Theme 3: Improving our communication and engagement 3.1 Connections workshops

of Connection Offer Expenses (A&D of unmetered charging points posed by Measures of fees). We ran two drop-in workshop representatives from Local Authorities Action The outcome performance, impact Voltage Market segments Status sessions at our Connections Customer in our region. EVs are a topic of interest The seminar was very useful and success Forum in November 2017, attended and as uptake continues to increase, we and well run, the content was by approximately 30 customers. expect to have on-going discussions with well presented. Customers will be able Four targeted During the workshop attendees had our stakeholders on the topic. We will hold targeted Andrew Rollo, George F. White to shape our workshop workshops held, one the opportunity to ask us about the workshops on emerging M DG Looking forward, we will continue to domestic storage programme and gain per quarter. introduction of Connections Offer connections topics All operate our successful programme workshop, September 2017 access to Northern Complete Expenses and what it could mean for suggested by our UM ICP of quarterly connections workshops Powergrid subject Attendee numbers and to forecast them and their clients, they also told us customers. and to talk to our customers about the experts. feedback from events. how they wanted us to communicate Workshops a good idea with them about the changes that were topics they would like to see covered at – good opportunity to discuss future events. happening. Customers who attended relevant issues. told us they found the event beneficial. 01/04/17 30/06/17 12/09/17 07/11/17 06/03/18 Jim Caldwell, YLEM Energy Limited Our final workshop on connecting A&D Fees workshop, Electric Vehicles (EVs) took place in November 2017 Outputs achieved March 2018 and was attended by 33 customers. During the workshop we The event was well run and We ran four connections workshops exploring In total, 114 customers attended the four discussed the impact of EVs on local energy networks and answered questions the presenters were very emerging connections topics, one per quarter. connections workshops we ran. on diversification and the introduction knowledgeable on their We asked our customers to tell us about the topics Some workshops proved so popular we ran them subject. A very useful and they wanted us to cover. on more than once. informative event. Steve Crowe, Omnia Projects EV workshop, March 2018

Our customers asked us whether we Connections Services led a surgery for Our customers said... could run workshops on emerging stakeholders struggling to understand connections topics. We already run a our connections process. twice-yearly Connections Customer Just a quick email to say Our second workshop on domestic Forum which provides an overview of thank you for the workshop what’s happening in our industry and energy storage held in September our business. However, we thought the 2017 proved the most popular, with all yesterday. I found the suggestion of smaller, subject specific available spaces filled within the first workshop informative and workshops where customers could few hours of us announcing the event. useful, which is what you need This was one of the workshops that we engage with our experts and other from a workshop. Please pass likeminded individuals, was a good one. chose to re-run (in November 2017) for customers on our waiting lists. The my thanks to the rest of the We made a commitment to run four workshop, which focused on current Northern Powergrid team. workshops, one per quarter, on and emerging solutions and what we topics suggested by our connections could do to facilitate the connection Steve Watts, Patrick Parsons customers. In reality, some of our of more domestic storage, generated domestic storage workshops proved so popular that we a significant amount of discussion. All workshop, September 2018 chose to re-run them for a second time. attendees who responded told us they were ‘very satisfied’ or ‘satisfied’ with Our first workshop took place in June their experience on the day. 2017 and explored the topic of local energy supply of electricity (i.e. local For our third workshop we sent an customers purchasing energy from email to our connections customers local electricity generation suppliers). asking them to vote on the topics At this workshop, as part of the wider they would like to see covered. The programme of activities, our Head of overwhelming response was in favour

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Action

Theme 4: Improving our application and delivery process 4.1 Assessment & Design fees

We carried forward a commitment made action on behalf of our customers, playing 28 stakeholders attended on the day. The Measures of in our previous year’s ICE plan, to continue an active role in the national working party slides that were presented at that briefing Action The outcome performance, impact Voltage Market segments Status 37 and success to support the ongoing consultation on that made the case to BEIS that DNOs were published on our website and circulated Connections Offer Expenses (also known should be able to charge a fee, for the work via email to >6,00038 connections customers We will continue to as A&D fees) and to keep our customers they undertake preparing quotations, to the and ICP contacts. contribute to the informed of the outcomes. We said that we individual making the request. national debate on would make changes to our existing policy On 6 April 2018, when the legislation came Progress reported A&D fees and keep our Customers will be and processes, in response to new legislation This action, which had the backing of industry into force, we introduced A&D fees for all of and new policy and customers informed kept informed on the being introduced, making the way we manage stakeholders, led to new legislation which our connections activities, except for small processes implemented M of the outcomes. On outcome of the national the cost of connections fairer. came into force on 6 April 2018. works customers seeking a service connection, as necessary. conclusion of the BEIS A&D fees debate. All and sent an email to all our connections and Complete We made sure that we kept our stakeholders consultation, we will We will revise our DG Previously, irrespective of the complexity or ICP contacts with links to an open letter and Revised processes to forecast and customers informed throughout the implement any changes approach to A&D fees number of applications made, all the costs new webpage where they could find more applied to all relevant industry-wide consultation, with updates to our existing policies or as necessary. associated with preparing connections offers information. We expect to see a significant connection applications. given at our Connections Customer Forums practices required and were recovered from only those customers reduction in the number of speculative in April and November 2017, and at our ICP communicate these to who accepted an offer and proceeded with applications we receive, which will free up our Seminar in June 2017. In March 2017, ahead our customers. the connection. engineering resource to focus on projects that of the introduction of A&D fees, we held are more likely to proceed to energisation. Our customers told us and Ofgem they did a dedicated briefing for connections 01/04/17 31/03/18 not think this was fair and we agreed. We took customers and ICPs to share our position.

Outputs achieved Our customers said...

Throughout 2017/18 we engaged with BEIS to support I have noticed Northern The key one is the A&D. I hope the development of new Connection Offer Expenses Powergrid have a lot of now that it stops the process (A&D fees) legislation. correspondence with from being clogged up and We changed our business processes to align with new workshops. It gave me a they have more time to spend legislation which came into force on 6 April 2018. understanding of A&D fees on actual projects rather than This resulted in an important change to the way in which we which I did only find out about the prospective stuff. recover connections costs, making the process fairer. through Northern Powergrid Mark Lawrence and did not know of them our broad and inclusive Stakeholders have supported our position and we made sure we consultation with stakeholders kept customers informed about the changes with updates given through any other DNO. They on ICE, April 201839 at our engagement events and a dedicated workshop. have very good customer interaction and informing us of any information. They are overall very helpful. Stakeholder preferred not to be named our broad and inclusive consultation with stakeholders on ICE, April 201836

37 The Department for Business, Energy and Industrial Strategy

38 Figure correct as of March 2018

36 Source: Explain telephone survey, April 2018 39 Figure correct as of March 2018

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Action Action

Theme 4: Improving our application and delivery process Theme 4: Improving our application and delivery process 4.2 Transmission/Distribution (T/D) interface 4.3 Undergrounding of networks in AONB

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

We will continue to Discussion held with support customers Ofgem on whether through the T/D Progress reported AONB ED1 allowances interface and engage We will engage in Improved visual impact and new policy and can be incorporated on their behalf in the a discussion with of the distribution Customers will be processes implemented into the provision of activities of the national M Ofgem on behalf of our network in AONB M DG better informed and as necessary. connections. working parties. Where EHV stakeholders on the whilst optimising All supported through the Complete Completed necessary, we will treatment of the costs the use of the ED1 UM ICP T/D interface. Revised processes DG to forecast Number of customer early implement changes to for undergrounding of allowance to carry out applied to all relevant connections in AONB our existing policies rural network in AONB. such works. connection applications. incorporated into and working practices the programme of to reflect best practice undergrounding. recommendations.

01/04/17 31/03/18 01/06/17 19/03/18

Outputs achieved Outputs achieved

We kept customers informed about the issues We continue to participate in the activities of the We prepared a case for Ofgem, outlining the strength of with Statement of Works and the progress of the national working party, seeking to reform the stakeholders’ views that undergrounding allowances should be national working party through updates given at our Statement of Works process. used to reduce the visual impact of new connections in AONB. connections engagement events.

We have changed our internal processes, submitting bulk Statement of Works requests from September 2017 and receiving our first offer from National Grid with materiality limits in February 2018.

We work closely with representatives from Ofgem engaged in discussions with us and, our National Parks and Areas of Natural after we had explained what the stakeholders We carried forward a commitment made in our show that many customers can receive this Where we already know that transmission Beauty (AONB) to minimise the visual impact were looking for and why, Ofgem confirmed last ICE plan, to continue to support the ongoing information with their connection offer. related works will be required, we move straight of overhead lines in some of the country’s that we had made our case very well and that reform of the Statement of Works process. to the confirmation of progression stage (also most beautiful rural landscapes. the request was a fair one for them to consider. The main trials of the working party have been known as a Modification Application stage). This We continue to play an active role in the to implement new processes including; can typically save up to two months in the overall During one of our regular meetings, an issue Following its consideration of the case, activities of the national working group tasked process by avoiding the need to go through the was raised about the treatment of connections Ofgem has confirmed that it was not possible with reforming the Statement of Works process. • bulk Statement of Works requests; initial Statement of Works request process. and asset replacement costs. The comment was under the current licence conditions for Over the past 18 months, trials have been taking • materiality limits; made that DNOs are provided with allowances undergrounding allowances to be used for place at different places across the country to In February 2018, we received our first offer to underground assets in National Parks, new connections activities. Therefore we develop an improved process. The objective of • planning limits; and from National Grid with materiality limits for thereby reducing the visual impact of overhead cannot take this action any further. these trials is to give customers greater visibility Saltend North grid supply point, where we • regional development programmes. lines. It was noted however this was not the on the transmission costs and liabilities, as early have received high volumes of connection case with new connections. Ofgem has suggested ways in which the as possible in the quotation process. In September 2017, we began submitting bulk applications. This arrangement will allow us funding can be used to extend the amount Statement of Works requests to National Grid. to make further offers to other customers, as In line with the commitment we made in of existing overhead network that can be Wherever possible, we would like to be able to All of our Statement of Works requests are now well as allowing the contracted customers who our ICE plan, we prepared a case for Ofgem undergrounded and we are now discussing provide this information with our connection submitted on a bulk basis unless there is only triggered the request to get connected. outlining the views of relevant stakeholders these possibilities with National Park and quotation, which can take up to three months to one new contracted customer in the grid supply on the use of undergrounding allowances to AONB stakeholders. prepare. While it is not always possible to do so, point network. This is already reducing the improve the visual impact of new connections the trials that have already been undertaken timescales for obtaining details of the required works. We then entered into discussions with

transmission works. Ofgem on behalf of our stakeholders.

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Action Action

Theme 5: Enabling competition Theme 5: Enabling competition 5.1 ICP input services 5.2 Schedule of rates for input services

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

We will develop an end- ICPs will have End-to-end process Publish a schedule of Schedule of rates to-end process map that ICPs will have a better a better understanding map produced and rates for input services produced and covers all aspects of understanding of the of the input services published. available to ICPs so published. our input services and All ICP cost of input services All ICP Northern Powergrid Complete that they can ‘pick and Complete explains how ICPs can Northern Powergrid provide and how best to Customer feedback on to forecast mix’ the services they Feedback on to forecast interface with us more provide. access them. changes made. require. changes made. effectively.

01/04/17 09/06/17 01/05/17 21/07/17 ICPs said... Outputs achieved Outputs achieved ICPs said... The end to end maps in matrix We created an interactive, end-to-end process map. We developed a schedule of rates for ICP input services and The schedule of rates is form are very useful and published it on our website. used by our design team We launched it at our ICP Seminar in June 2017 and invited helpful as guidance through to help us quote customers attendees give feedback on what we had produced. the full process of the specific with clear costs. The process map is published on our Competition in connection applications. As an experienced ICP we tend not to Jim Grayson, Distribution Connections website and given to all new ICPs who Cable Jointing Ltd attend one of our monthly surgeries. have to use them much as we ICPs also told us that it would be We presented the new schedule of via email have learnt the process but I do helpful if we were able to provide more rates at our ICP seminar and sought guidance on the fees associated with feedback on what we had produced see them as essential for ICPs the various input services we provide. from attendees. We will continue to It is very clear what services we that are new to the industry. We therefore committed to publish a engage in conversations with our ICPs can use and the cost associated schedule of rates for the input services around the schedule of rates and will Meeting the needs of all our connections and invited those who attended to give Alan Horner, MDH Utility with it. When we make a non- available to ICPs, so that they could make further improvements in line with stakeholders is key. An important aspect us feedback on what we had developed. Services Ltd contestable application we can ‘pick and mix’ the services they require their feedback. of this is the work we do with ICPs and The document was also published on our via email easily decide whether we want IDNOs. Our Connections Input Services Competition in Connections webpage in as part of any connection. You can view our schedule of rates team is dedicated to working with this June meeting the commitment we made to do it as a self-connect or not. As a business new to ICP work Our schedule of rates was published at http://www.northernpowergrid. group to understand their specific needs and is given to all new ICPs who attend It is also very easy to submit a on our website in July 2017 and it com/downloads/3557 and how we can work together to remove our monthly surgeries. the end to end Process map offers clear visibility on the price design as a self-approved design barriers and facilitate fair and open has made roles & responsibility of all contestable elements of the or to be approved by NPg. competition in connections. The map gives ICPs clear visibility on clear giving guidance on every connections process. This action is every stage of the connections process – Peter Adams, step of the process. helping to facilitate fair and open Following feedback given at one of our from application through to connection. It Power On Connections competition in connections, providing ICP seminars, we became aware that ICPs is especially useful for ICPs who are new Jim Grayson, Distribution Cable via email key information to all ICPs and wanted a better understanding of the to the market or those that are unfamiliar Jointing Ltd therefore allowing them to accurately input services we provide and how best with our processes, and it helps to via email to access them. Acting on this, we made minimise the input services ICPs require forecast the cost of a connection, a commitment to develop an end-to-end from us, allowing them greater ownership inclusive of the input services they may process map that covers all aspects of our of the connections process. or may not require from us. input services and explains how ICPs can interface with us more effectively. You can view our end-to-end process map at http://www. We introduced a new interactive process northernpowergrid.com/ map at our ICP Seminar in June 2017 downloads/3437

71 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 72 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action Action

Theme 5: Enabling competition Theme 5: Enabling competition 5.3 Standard design matrix 5.4 ICP design approvals

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

Customers will have We will update our Updated standard We will publish the The action will extend visibility on the time Data published every standard design design matrix produced average time it takes the scope and ease UM it takes Northern quarter. M DG matrix rules to include and published. us to issue ICP point with which ICPs can LV Powergrid to issue All unmetered connections Completed of connection and Complete self-determine point of ICP point of connection Webpage usage and UM ICP and simplify the Feedback on changes early design approvals on our to forecast connections. and design approvals customer feedback. technical specification. made. website. to ICPs.

01/04/17 03/09/17 01/04/17 27/06/17

Outputs achieved ICPs said... Outputs achieved

We updated our standard design matrix rules to We used this tool initially in Since June 2017, we have published the average Since the information was first added to the include unmetered services and simplified the technical the beginning which helped time it takes us to issue ICP point of connection and dashboard in June 2017, the webpage has been specification, ahead of forecast, in September 2017. design approvals on our ‘how are we performing?’ visited 243 times40. us understand the design website dashboard every month, over delivering on principles. We don’t rely on the commitment we made. it as much these days as our knowledge has expanded and we have learnt what fits within We received feedback from ICPs that they wanted to extend the scope of their the SDR’s and what doesn’t. A comment was made during our ICP Seminar works to include more unmetered connections. Local Authorities are undertaking This knowledge was formed about the time is takes us to issue ICP major street lighting replacement schemes and ICPs want to be in a position to thanks to the matrix and also design approvals. To address this, we made a react quickly and compete for these connections services. commitment to publish the average time it takes the ICP surgeries conducted by us to issue ICP point of connection and design We have a standard design matrix which details the criteria required for a NPg, again an essential tool for approvals so that information was more visible connection to be designed without the need for a formal electrical design. new ICPs. and accessible to all. We made a commitment to update our standard design rules to include more unmetered connections and simplify the technical specifications. This change was Alan Horner, MDH Utility Since June 2017, we have published the data on designed to facilitate an increase in the volume of unmetered work ICPs could Services Ltd the ‘how are we performing’ page of our website carry out and give customers more choice over who delivers their connection. via email every month, thereby over delivering on the commitment we made. We updated our standard design rules and published them on our website in This is in place now and the September 2017, and in doing so, have made it quicker and easier for ICPs to self- Our performance dashboard is available on determine point of connections. only reason we currently aren’t our website at doing self-point of connections http://www.northernpowergrid.com/ We briefed ICPs about the new resource available and published the document is because of our own IT performance-dashboard/ on our Competition in Connections webpage. We also highlighted key changes at our ICP Seminar and during our monthly surgeries. New cable equivalent systems which we are currently spreadsheets for both metered and unmetered connections have also been working on. published on the website. Peter Adams, Our updated standard design matrix is available on our website at Power On Connections http://www.northernpowergrid.com/asset/3/document/1992.pdf via email

40 Figure correct as of April 30, 2018

73 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 74 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action

Theme 5: Enabling competition 5.5 Independent inspections

Measures of Action The outcome performance, impact Voltage Market segments Status and success

Percentage of independent quality assurance inspections We will secure long All installed carried out on Northern term independent connections assets Powergrid and ICPs and inspection services will be inspected in non-conformance rate All ICP to inspect SLC15 and the same manner Complete from inspections. Section 16 connections by an independent to forecast delivery operations. organisation. Independent quality assurance inspections carried out.

01/06/17 01/09/17

Outputs achieved ICPs said...

We entered into a three year contract with Lloyds As we are relatively new Register to carry independent inspections starting to the ICP world all our from 1 September 2017. work is inspected by NPg’s 280 independent inspections have been carried out independent auditors Lloyds between 1 September 2017 and 31 March 2018: 117 (42%) to ensure the asset installation on ICP works and 163 (58%) on Northern Powergrid works. quality is to the highest standard at all time. We have a The non-conformance rate for ICPs is 25% and Northern good working relationship and Powergrid is 23%. frequent communications with Over the same period ICPs carried out 4,164 end the audit teams on site. connections of which 3% were inspected by Lloyds Register Jim Grayson, and Northern Powergrid carried out 10,153 of which 2% Distribution Cable Jointing Ltd were inspected. via email

Inspections are being carried

To support fair and open competition in connections, we think it is important that out and the audit always when assets are being installed on a DNOs network that all parties are dealt with comes back on the day of on an equal basis. Therefore, the work of either the DNO or an ICP should be the inspection. NPg always inspected by a completely independent organisation which can carry out a fair and listen to us if we contest an objective inspection. audit grade but over the last 6 We were the first DNO to engage an external agency to independently inspect both months we haven’t contested ICP SLC15 and DNO Section 16 works in equal proportions. Following a successful any. The inspection process is trialled implementation, we discussed the new regime with ICPs operating in our region who told us that it was a good way forward. We therefore decided to extend very clear. the practice and secure long term service provision. This action was added to our Peter Adams, work plan at the mid-year update point. We saw no reason to delay and acted Power On Connections quickly to secure the services of Lloyds Register Energy to carry out independent via email inspection services into the future.

75 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 76 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action

Theme 6: Innovation 6.1 TSO/DSO roles We have actively participated in the activities a wide range of stakeholders, including • assess the gaps between the experience Measures of of the TSO-DSO national working party the gas networks, and through an customers currently receive and what Action The outcome performance, impact Voltage Market segments Status project, which in 2017 became known as the Advisory Group. they would like, and identify any further and success Open Networks Project. This major industry changes to close the gaps within the We engaged with our stakeholders on the initiative will transform the way our energy context of a ‘level playing field’ and common Open Networks Project throughout the networks work, underpinning the delivery of transmission and distribution approach; We will continue to course of the ICE plan year. We hosted a Communicate the smart grids and a more flexible energy system. support and contribute DSO webinar and Twitter Q&A in September • develop a more detailed view of the outcomes of the to the national Customers will be 2017, held dedicated stakeholder events and required transition from DNO to national working party M The project brings together key industry working party on the better informed about gave updates on the progress of the Open DSO including the impacts on existing on TSO/DSO to our All players including electricity grid operators, development of TSO/ the development of Complete Networks Project at our connections forums organisation capability; and customers. DG academics, non-Government organisations, DSO roles and keep TSO/DSO roles. to forecast and workshops. These events have given government departments and Ofgem. It will: • consider the charging requirements customers informed of us the ability to share our vision, but, more Customer feedback. of enduring electricity Transmission/ the outcomes. • give households, businesses and networks importantly, customers have been able to Distribution systems. the ability to take advantage of new engage with us and share their views which energy technologies to take control of has shaped our thinking and been fed back The activities of the Open Networks Project their energy and lower their costs; into the workstream activities. workstreams are on-going, and we have 01/04/17 31/03/18 therefore carried a commitment forward into • help underpin business growth, attract The focus of Open Networks Project in the our 2018/19 work plan to keep customers investment and deliver real economic last year has been to: informed about this important topic and Our stakeholders said... benefits to the UK; and Outputs achieved implement best practice outcomes as required. • develop improved T/D processes around • take a whole energy system approach to connections, planning, shared TSO/DSO We continue to actively participate in the activities of the designing solutions by consulting with Northern Powergrid has been services and operation; Open Networks Project. active through the year in the We have kept our customers informed about progress and ENA’s Open Networks project outcomes with regular updates at our connections events, for which I am Programme workshops, webinars and at DSO stakeholder events held in Director. I have also witnessed November 2017 and January 2018. first-hand how they have shared the direction of this national programme with their own stakeholders at their DSO related events. I was pleased to participate in Northern Powergrid’s November 2017 London DSO event where they asked me to chair a Q&A panel session. I also know this was not a one-off in terms of linking their work to the industry’s work and communicating with their stakeholders. For example, the ENA (Paul Fidler, Operations Director) was also present at their January 2018 event in York. Jason Brogdon, ENA Open Networks Programme Director via email

77 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 78 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action

Theme 6: Innovation 6.2 Sharing our DSO vision

The UK energy industry is undergoing one of in September 2017. We also continue to play We continue to engage with our stakeholders Measures of the greatest periods of change for decades an active role in the ENA Open Networks on this important subject. In November 2017 Action The outcome performance, impact Voltage Market segments Status and success as we move towards a smarter, more flexible Project and to share the outputs of this group we ran a dedicated DSO event in London energy system. We are playing an active role with our stakeholders. titled ‘Unlocking the Future of Energy’. The in the transition and seeking views from key event was attended by 81 stakeholders and We will share our stakeholders in our industry on the challenges To satisfy the criteria for this action, in significant debate took place on the day. vision for the transition September 2017, we held a Twitter ‘Ask Customers will be and opportunities ahead. Our stakeholders, in Those attending had the opportunity to meet of DNOs to DSOs. the Expert’ session hosted by Northern kept informed about Vision and strategy particular, will have an interest, as they look to with senior members of our team and share We will describe the Powergrid’s Head of Trading and Innovation Northern Powergrid’s shared with interested M DG new and innovative connections options that their views on what we are proposing. This work taking place at and our Head of Network Trading. The Q&A transition and will stakeholders. All fit with a future energy system that is truly was followed by a second event in York which Northern Powergrid Complete was promoted via our social media channels have the opportunity UM ICP customer-led. was webcast live for anyone unable to attend and seek our customers to forecast and generated significant interest online to engage and shape Customer feedback. on the day. views on how to shape At our Connections Customer Forum in ahead of time, although little interaction took future outputs. the outputs of this November 2016, attendees asked us for place on the day. Looking forward, we will continue to actively work. more information on our DSO strategy and seek the views of our stakeholders and use when we would be involving them in the Later that month, we hosted a webinar to their feedback to shape our thinking and consultation process. Following that we share our DSO thinking, 75 stakeholders inform our future business priorities. registered their interest ahead of the webinar 01/04/17 14/09/17 made a commitment to share our DSO vision, describe the work underway at Northern and 34 took part in the live session. During You can watch our DSO Powergrid and seek our stakeholders’ views. the webinar we described our vision and the webinar at https://youtu.be/nYj7oIyj5AU Outputs achieved Our stakeholders said... work that was already underway. Those taking During the course of the year, we have part had the opportunity to interact with the We shared our DSO vision and strategy at engagement events sought every opportunity to engage with presenters, ask questions and give feedback Thank you so much. Useful stakeholders and to seek their views to on our strategy. We posted the recording of throughout the course of the year. to have Andy and Jim’s shape and inform our thinking. We have the webinar on our YouTube site where it has 42 narrative alongside the slide given updates at our connections forums, been viewed a further 430 times since it was We hosted a live Twitter Q&A and webinar to share information workshops and at Stakeholder Panel meetings first published. and seek our stakeholders’ views. and hear some of the audience questions. 91%41of those who responded ‘strongly agreed’ or ‘agreed’ that they felt better informed about our DSO thinking following our webinar. Domencia Lewis, BEIS on our DSO webinar

41 Source: Live poll during Northern Powergrid DSO webinar

42 Figure correct as of April 30, 2018

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Action Action

Theme 6: Innovation Theme 6: Innovation 6.3 Energy storage connections offers 6.4 Energy storage case studies

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

Suite of storage offers developed and available Customers will have a We will engage with We will develop and Two case studies for use. suite of energy storage storage developers The application process publish case studies produced and published EHV case studies to help EHV to create a suite of will become easier and DG that share future use on our website. DG Number of applications HV shape their future HV Complete standard storage more understandable. Complete cases and applications made using the new business plans and to forecast service offers. for energy storage. Customer feedback. process and customer direction. feedback.

01/04/17 31/03/18 01/09/17 07/03/18

Outputs achieved Outputs achieved Our stakeholders said...

We consulted with the Electricity Storage Network group We developed two new case studies and published Both case studies are a helpful to develop a suite of standard storage connections offers. them on our website. guide for a first time applicant These new offers make it easier for customers to Since the case studies were released in March 2018, to steer them through the NPg understand which type of connection they require, they have been downloaded 18943 times. system and processes. They speeding up the application process. will help to give an indication of the likely cost of any storage scheme too. I think as a general guide they give enough We are committed to supporting the uptake standard storage arrangements covering self- Our standard battery storage system We have been involved in a number of Looking forward, we will continue to information to be worthwhile of generation and storage and we are working consumption, reserve capacity and response connections arrangements can be innovative trials of energy storage over the engage with our storage customers, and answer a lot of questions with our stakeholders to understand what services scenarios. We developed these new viewed on our website at http://www. years and made a commitment to share what both on an individual basis and people will have. more we can do to help them get connected to arrangements with input from stakeholders northernpowergrid.com/asset/0/ we have learned. We made a commitment to through our support of industry our network. and introduced them at the ENA’s DER document/4204.pdf develop cases studies on two of the projects groups like the Electricity Storage Bryan Dixon, Narec Connections Forum in September 2017, we have been involved in, to share our Network, to understand their specific Distributed Energy Battery energy storage systems (BESS) can where those attending had the opportunity to experience and give customers an insight into needs and what more we can do to via email be used in a number of different ways to give feedback on what we were proposing. All what is involved in deploying this technology. help them get connected. Our case provide benefit. Some of our customers are of those who responded to the ENA’s survey The case studies present the business studies can be viewed on our website using batteries to store the electricity they rated our presentation as ‘excellent’ or ‘good’. case, including some of the technical and using the links provided. generate for their own use, whilst others are commercial considerations customers should using a BESS to actively support the electricity This new suite of standard storage offers is be aware of before embarking on similar Future use cases for large scale storage network through commercial contracts. The intended to make it easier for customers to projects and an indicative timescale and cost devices http://www.northernpowergrid. two scenarios are very different and so is the identify the kind of connection they require for the connection. com/downloads/4187 cost of the connection. and for our engineers to process their application. The new connections offers were We published two case studies on our website Future use cases for multiple small To help our customers obtain the right kind introduced in March 2018 and we are yet to in March 2018 and asked stakeholders to scale domestic storage devices http:// of connection, we have developed three process any new applications. provide feedback on what we had produced. www.northernpowergrid.com/ We expect these case studies to become a downloads/4194 useful resource for our storage customers. Hopefully they will help shape and inform their thinking during the important scoping and optioneering phase of a project.

43 Figure correct as of April 30, 2018

81 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 82 OUR LOOKING BACK REPORT OUR LOOKING BACK REPORT

Action Action

Theme 6: Innovation Theme 6: Innovation 6.5 Updates on our ANM solution 6.6 Low-Carbon Connections Gateway

Measures of Measures of Action The outcome performance, impact Voltage Market segments Status Action The outcome performance, impact Voltage Market segments Status and success and success

Customers will Customers will have understand how the access to a new We will engage with Driffield ANM scheme New Low Carbon We will develop and resource that provides customers on the works, the network Progress Connection Gateway launch a new Low- information on different progress of our first communications, communicated. available on our website. DG All DG Carbon Connections types of LCTs, how to All replicable ANM scheme charging policy and Completed Completed Gateway on our apply for a connection in Driffield, South East how it can be applied to Customer feedback. to target Webpage usage and early website. and when to notify Yorkshire. different areas of the customer feedback. Northern Powergrid Northern Powergrid about their installation. network.

01/04/17 06/03/18 01/04/17 11/01/18

Outputs achieved Outputs achieved Very useful webinar - thank We gave updates on the progress of our Driffield ANM scheme at you! We launched a new online portal to help customers our Connections Customer Forums in April and November 2017. connect Low-Carbon Technologies (LCTs). David O’Hare, Smarter Grid Solutions We hosted a webinar in February 2018 and 29 connections The gateway gives customers all the information stakeholders took part. they need to follow our connection processes.

%93 44 of those who took part and responded to our poll agreed Since we launched the new gateway in January the webinar had helped improve their understanding of Northern Powergrid’s ANM strategy. 2018, the webpage has been visited 289 times46.

We held a dedicated ANM workshop in March 2018, 18 stakeholders attended and all of those who responded said they were ‘very satisfied’ or ‘satisfied’ with the workshop session they attended.

Connecting new customers to the electricity year and as we rolled out the scheme in Driffield. used for future follow on flexible connection We said we would develop a new online We were keen to understand if what we network is one of the most important jobs We acknowledged however, that customers schemes. All of those who responded indicated portal to help customers who want to had developed met our customers’ needs of a DNO. We are committed to helping as wanted to know more. In quarter one of 2018, they were ‘very satisfied’ or ‘satisfied’ with the connect low carbon technologies including and so we accelerated its development and many customers as possible connect to our we undertook a focussed programme of ANM workshop session they attended. solar panels, heat pumps and electric vehicles. launched the gateway ahead of forecast. We network and have made assurances that engagement, hosting a webinar and a dedicated introduced this new resource to customers In January 2018, ahead of our forecast, where necessary we will develop flexible and workshop. 29 stakeholders took part in our We want to continue the dialogue we attending our EV workshop in March 2018. we launched a new low carbon connection innovative solutions to address constraints on ANM webinar, where they had opportunities to have established with stakeholders and We also promoted it via social media and gateway that provides customers with all our network. interact with the presenters, ask questions and acknowledge their requests for more invited stakeholders to give us feedback the information they need to follow our take part in polls. 93% of those who responded information on when and where we will be on our new resource. Looking forward, connections processes; including when When developing our 2017/18 ICE work plan, a agreed that our webinar had helped improve deploying future flexible solutions. We have we will continue to evaluate and update to apply and when to notify us about a number of stakeholders’ expressed interest in our their understanding of our ANM strategy. A therefore made a commitment in our Looking the information that is contained on our new installation. The portal also provides first, replicable ANM scheme which we deployed recording was uploaded to our YouTube site Forward work plan to continue to engage gateway to reflect latest industry standards information and a route through our on our network in Driffield, East Yorkshire. They where it has been viewed a further 15445 times. with stakeholders on the topic and keep them and to seek our customers’ views on the wanted to know how the scheme would work, informed of our plans. connections process for customers domestic usefulness of this tool. the cost structure and where and how it could be We held a dedicated ANM workshop in March or large scale generation and battery storage. applied to other areas of network. 2018 which was attended by 18 customers. You can watch our ANM webinar at All the information is contained in one Our new Low-Carbon Connections During the workshop we gave an update https://youtu.be/nwpmIFSvXMg easy to access online location, with links Gateway is available on our website We provided ANM updates for customers at on the progress of our Driffield scheme and to application forms and useful external at www.northernpowergrid.com/low- connections events throughout the course of its operation and explored how it could be resources and sources of information. carbon-connections-gateway

44 Source: Live poll during Northern Powergrid ANM webinar.

45 Figure correct as of April 30, 2018 46 Figure correct as of April 30, 2018

83 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 84 APPENDICES APPENDICES

Northern Powergrid Northern Powergrid Incentive on Connections Engagement Research ncentive on onnections ngagement esearch May 2018 ay

Executive summary − hanges to technical and commercial develoments − As part of their Incentive on Connections Engagement (ICE) programme, Northern Powergrid o stated that this had imroved service in the last months commissioned Explain in April 2018 to conduct a market research exercise − Promoting fair and oen cometition − 302 major connections customers were contacted from market segments covered by the ICE o stated that this had imroved service in the last months initiative – metered, unmetered and distributed generation connections. Independent Connection − Focs on innovation Providers were also contacted o stated that this had imroved service in the last months − Within the research, there was a ‘Looking Back’ element in order for feedback to be gathered on − When asked abot the last months overall, st nder three arters stated that the actions and outcomes achieved as part of the 2017/18 ICE plan. service had imroved got better got mch better − The ‘Looking Forward’ element of the research aimed to establish whether Northern Powergrid’s

proposed 2018/19 work plan was endorsed by customers − The majority (61%) stated they have been dealing with Northern Powergrid for more than 12 Looking forward months, whilst the remaining 39% stated their relationship had existed for 12 months or less ll cstomers engaged were taken throgh the roosed worklan, with sorting − An overview of the stakeholder types engaged in the research is as follows: information on each action and the otts that wold be delivered Following this, they were asked if

they endorsed each action high level of endorsement was observed across all individal actions

Overall Metered DG Unmetered ICPs Unknown − Action one: providing connections customers with access to detailed asset records to support/inform design activity 302 238 53 8 2 1 o endorsed this action − Action two: Making network data available in GIS and KMZ formats

o endorsed this action − Looking back Action three: Starting a forum for generation customers to discuss issues and access information o endorsed this action Those who stated they had been dealing with Northern Powergrid’s connection service for more than − Action four: Working with the Energy Networks Association to revise and update the DG 12 months were asked to look back at the actions and outcomes achieved and delivered as part of the connections guide 2017/18 ICE plan. They were given a short overview of each area of the plan and asked if in their o endorsed this action experiences this action had improved the service provided. It is worth noting across all actions, the − Action five: Create a new web page where customers can find the contact details of regional majority were in agreement that these had improved service. connections engineers endorsed this action − Changes to improving information made available to connections customers o − Action six: Include a description of connection and enquiry number at the beginning of customer o 80% stated that this had improved service in the last 12 months correspondences − Changes to application and delivery process o endorsed this action o 85% stated this had improved service in the last 12 months − Action seven: Create a new web-based process where customers can register by type to enable

targeted communication and engagement from Northern Powergrid − Improving communication and engagement o endorsed this action o 82% stated that this had improved service in the last 12 months

85 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 86 APPENDICES APPENDICES

Northern Powergrid Northern Powergrid ncentive on onnections ngagement esearch ncentive on onnections ngagement esearch ay ay

− Action eight: Hold dedicated engagements for hard to reach stakeholders, with specific − onsideration mst be made to the needs of cstomers, in that their reflection on the last twelve connection needs months and areas for imrovement mainly focsed on timings of service delivery, and the rice

o endorsed this action of service Northern Powergrid mst ensre these are key areas of focs in day to day oerations, − Action nine: Continue to engage with stakeholders about the ANM strategy bt that these are addressed and considered as riority areas in delivering the work lan

o endorsed this action − n terms of engagement and commnication, it is clear cstomers eect and sort the lans − Action ten: Continue to work with the Open Networks Project to develop Statement of Works for contined enhanced engagement stomers who are less satisfied with commnication and process engagement to date wold like to see greater resonsiveness and roactive commnication from

o endorsed this action Northern Powergrid, so consider these eectations within the commnication and engagement − Action eleven: Develop, trial and implement a new self-service process for ICPs focsed actions within the work lan when delivering this

o endorsed this action − Action twelve: Provide customers with better technical guidance about how to make connection applications for hybrid generation-storage sites

o endorsed this action − Action thirteen: Continue to share Northern Powergrid’s vision and strategy to transition to a DSO with stakeholders

o endorsed this action

Communication and engagement

− of cstomers were in agreement that Northern Powergrid engages with onnections stakeholders and facilitate oint discssion, with agreement levels consistent amongst metered, and nmetered cstomers − Both P cstomers engaged in the research were also in agreement − f those who felt that commnication cold be imroved, a maority sggested that Northern Powergrid cold imrove to be more resonsive cstomers and roactive in the commnication delivered cstomers

Considerations and next steps

− There is a clear sense amongst cstomers that the roosed work lan is comrehensive, with an overwhelming maority having endorsed each action within the lan t is therefore recommended that Northern Powergrid contine with the work lan, knowing it has nderinned the needs and reirements of cstomers

87 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) MAY 2018 88 NORTHERN POWERGRID ICE SUBMISSION

CONNECTIONS ENQUIRIES 0800 011 3433 [email protected]