Incentive on Connections Engagement (Ice)

INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE)

2018/19 MID-YEAR UPDATE CONTENTS

3 FOREWORD

4 WHO WE ARE AND WHAT WE DO

6 ENGAGEMENT UPDATE

8 WHAT WE’VE DONE

12 WHAT WE’RE STILL WORKING ON

18 WHAT’S NEW

24 OUR 2018/19 ICE WORK PLAN

2 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) FOREWORD

New connections and changes to existing to temper this with a creative and open and specially targeted stakeholders. connections, are central to the major approach. Our conversations focus on The addition of a flagship external changes we are seeing across our electricity the outcomes our customers are looking address from an EV owner at this event distribution networks today. to achieve. Our dedicated connections contributed important perspective to the sessions home in on key issues that discussion with 68 delegates. Across the country, we are readying our influence the wider agenda – from our • We have worked to link the ICE process infrastructure for some significant changes. transition to a Distribution Systems Operator to our wider stakeholder engagement These include the mass rollout of Electric (DSO) to the rise of EVs. Giving a platform programme. Building a sustained, Vehicles (EVs), the growth of low-carbon for group debate opens up dialogue open and accessible approach enables electric heating and the rise of the ‘prosumer’ between us and our stakeholders – leading us to better understand the needs of (producers, storers and consumers of energy) to both invaluable knowledge transfer and our connections customers and help who are connecting new types of generation important feedback for our connections support the wider communities that we to the electricity network with SMART control team, as well as the wider business. are proud to serve. systems. Here at Northern Powergrid, we are For example, stakeholder engagement working hard to meet the evolving needs of around connections is helping shape our Continuous improvement is a core principle the communities we serve and to implement forthcoming Distribution System Operator for our business. We acknowledge that new measures to improve our connections (DSO) development plan. we still have work to do in order to provide process, whilst maintaining the integrity of the a seamless connections process for our energy system. Acting on your feedback customers and we are grateful for the opportunity to reflect on our actions during This mid-year update on the commitments • This mid-year ICE update highlights this update. we are delivering as part of our Incentive on five new actions we have added to our Connections Engagement (ICE) work plan 2018/19 ICE plan, taking the total for Over the past few months we have been for 2018/19 has been created to offer our the year to 22. pleased that feedback from Ofgem and our connections customers and other interested • We are making use of new technology stakeholders has been generally positive. parties an overview of the programme created to steer a thoroughly modern approach Many of the actions we’re now adding to as a direct result of sustained stakeholder to engagement. The introduction of our work plan have come directly from engagement throughout the year. webinars in particular has been well the feedback received during the ICE received. This month also saw our consultation process – proving its continued Every customer – every time first use of digital Q&A technology worth to both us, and our stakeholders. that allowed delegates to vote for the Working in partnership, we have built a Again, I cannot stress enough how much we questions they wanted us to prioritise programme of connections engagement that value your feedback as part of our continued at our engagement events. delivers real value and we are delighted that effort to engage meaningfully with our our stakeholders and customers continue • We have delivered sustained, stakeholders. As always, our focus remains to invest their time and effort into helping us prolonged programme of engagement firmly on the people and communities we develop our service improvement plans. on Connections Offer Expenses (also serve, the new homes we will power, the known as Assessment & Design or new businesses that can start trading, the As a critical infrastructure operator and A&D fees) stretching far beyond formal new generation brought on stream and the major employer, we recognise that we have consultation and the introduction of new services delivered to the energy system a vital role to play in the development of fees. The early signs suggest that through the new connections we deliver. the northern economy. All our connections we are seeing a positive reduction in engagements are led with this in mind, overtly speculative applications, an I hope you find this update informative, and we remain committed to making the important step towards improving and please do continue to engage with us connections process as efficient as possible the connections experience for all our and provide your thoughts and feedback for every customer – every time. customers. wherever you can. Dialogue at the forefront • We are delivering a dedicated programme of engagement focused The connections process is grounded on new EV connections, which started in statutory duties that are intrinsically with a workshop in October, delivering formulaic and methodical – we seek information en-mass to highly relevant

PATRICK ERWIN POLICY AND MARKETS DIRECTOR

OCTOBER 2018 3 WHO WE ARE AND WHAT WE DO

TEAM POWERGRID

At Northern Powergrid we look after the electricity

distribution network that Northumberland & County Durham keeps the lights on across the Northeast, Yorkshire Tyne and Northern Lincolnshire. & Wear

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 Teeside and underground cables spanning 9,650 square operating miles. Team Powergrid is dedicated to delivering zones a safe and reliable electricity supply to our 9 customers. We keep the power flowing 24 hours a day, 365 days a year and if our customers ever do Yorkshire Moors experience a power cut, we will be there to fix it. Yorkshire & Wolds Dales

Humber Estuary

West Yorkshire

South Yorkshire North Lincolnshire

4 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) Northumberland & County Durham 2,500 nine Tyne & Wear strong zones

We serve a population Nine zones meet the specific needs of Teeside Team Powergrid is 2,500 strong. of 8 million people. our diverse operating area.

Yorkshire Moors Yorkshire & Wolds Dales

Humber Estuary

West Yorkshire 30,000 3.5GW 2,000 connections connected applications

South Yorkshire North We deliver in excess of 30,000 new We have more than 3.5GW of distributed We process almost 2,000 new Lincolnshire connections each year. generation connected to our network. distributed generation applications.

OCTOBER 2018 5 ENGAGEMENT UPDATE

ENGAGEMENT UPDATE

HOW WE’RE LISTENING AND ACTING ON YOUR FEEDBACK

We work hard to understand the needs of all our connections stakeholders and to continually improve the service we provide.

We have a clearly defined strategy for engaging with our connections We then went out to consultation in Spring 2018 to ensure that the stakeholders that informs our business planning and priorities service improvement commitments we were proposing would be and delivers measurable and positive outcomes. Our engagement valuable to a broad and inclusive range of connections stakeholders strategy also aligns closely to the overarching Northern Powergrid and not only the individual requesting the change, in doing so we; strategy, ensuring that our customers stay at the centre of everything we do. • contacted 5,800 connections stakeholders via email to invite their feedback on our proposed plan; Effective engagement is fundamental to ICE. We employ a • conducted in-depth telephone interviews with 300 customers, robust, stakeholder-driven process when forming our ICE plans facilitated by independent market research firm Explain; and and are confident that we give our major works stakeholders plenty of opportunities to help to shape and influence our service • presented our plan at our Connections Customer Forum in April improvement plans. 2018 and asked attendees to vote live on whether they world endorse our plans. Our strategy continues to be well received and endorsed by our stakeholders. In a recent survey, 88% of respondents agreed that But our work didn’t stop there. We have continued to engage with our we engage with our connections stakeholders and do a good job of connections stakeholders and encourage them to tell us what we do facilitating joint discussions. well and what we could be doing better, this on-going and sustained engagement has resulted in us adding five new actions to our work plan at this, the mid-year point in the 2018/19 ICE plan year. Developing our 2018/19 ICE work plan For each of these new actions, we have clearly stated the action, In forming our ICE plans, we collate, consider and where appropriate the outcome we will deliver and have set measurable performance act upon feedback received from a broad and inclusive range of targets that let our stakeholders judge how well we have delivered connections stakeholders. against the commitments we made. As part of this, we are providing a forecast completion date for each new action, however in every Once again, we are very grateful to all those that shared their case, our commitment is to deliver the action and associated suggestions for improvement with us and the level of engagement outcomes in the remainder of this ICE plan year. ensured that we had a diverse range of feedback to work with. We also took into consideration some feedback from this year’s ICE Following a comprehensive review of the 280 comments we received consultation that our target measures could be more specific and last year, we were able to define 17 proposed service improvement stretching. We have therefore developed them with this in mind. actions, which were presented in our 2018/19 ICE plan.

6 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) ENGAGEMENT UPDATE

Continuing to improve our approach

We continue to strengthen and improve our approach to engagement based on what our stakeholders are telling us.

We give our stakeholders lots of opportunities to give us feedback on our connections service - at our bi-annual Connections Customer Forums and dedicated ICP seminars, at our workshops, monthly connections surgeries and during the day to day interactions of our team.

However, we’re always looking for ways to do more. Extending our engagement activities to reach more stakeholders – particularly those that find it difficult to attend our engagement sessions or work with us via a third party – is a key area of focus for us. More frequent and targeted email updates, an increased social media I can honestly say it is refreshing to attend presence, webinars and live webcasting from selected connections a meeting that was not rushed to a point events are all examples of how we’re extending the reach of our engagement, and we’ll continue to explore new ideas based on what that not everything was covered. We left our stakeholders tell us about the ways they want to interact with us. feeling that the NPG team had looked into as many different options for our scheme, and were able to share (in as much details as we required), the thoughts Many thanks for today, it was very useful. and engineering constraints behind the If you could pass that on to your colleagues solutions offered. I’d appreciate it. Until the next time! Marc Scambler, Ambleside Energy Charles Deacon, Lightsource BP via email via email

OCTOBER 2018 7 WHAT WE’VE DONE

WHAT WE’VE DONE

THE COMMITMENTS WE’VE ALREADY DELIVERED

As well as being proactive in our Greater access to network ACTION approach to engagement, we’ve been information working hard to deliver the service As part of our commitment to facilitate fair 1.1 and open competition in connections, we improvement commitments we made AND make our network design standards and network information available to Independent in our 2018/19 ICE work plan. Connections Providers (ICPs) that request it. 1.2 However, developers and consultants told us These improvements have been delivered within the timeframes that they too would benefit from access to this we outlined, ensuring that customers benefit from them as quickly information in order to carry out preliminary as possible. On the following pages, we’ve outlined the work we’ve feasibility studies and also to validate the work completed by ICPs. already completed. Anyone that would like to keep track of how With this in mind, we pledged to deliver two actions – to make our we’re performing against our ICE plan can take advantage of our network information available to developers and consultants who online work plan. This plan shows the real-time status of each of request it and to provide the network data in KMZ and GIS formats our actions, provides links to useful outputs and online resources, compatible with the IT platform and the applications they operate. and can be filtered to show only those actions applicable to selected stakeholder groups. Our network information is valuable for connections stakeholders because it provides data on assets across our network – everything Our online ICE work plan is available on our website at: from a substation to an overhead line or an underground cable. www.northernpowergrid.com/ice-work-plan This information can allow ICPs to create their own designs or third parties to create their own feasibility studies with regards to securing a connection on our network.

The new process we have implemented means that any of our connections customers can now contact us directly, and within 10-working days we will reply to clarify and confirm their specific requirements. Then, by using a bespoke feature manipulation engine (FME) tool, we are able to extract the data from our system and make it available to the customer.

The FME tool also allows us to supply data to our customers in a variety of different formats including KMZ, GIS and others depending on the IT specifications and requirements of our customers. This data is made available via a secure portal and we will grant customers access through a password and login that allows them to securely download the information directly to their systems.

M DG COMPLETE

8 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) WHAT WE’VE DONE

Distributed Generation (DG) ACTION Connections Guides

In line with feedback from our generation 1.4 customers, we agreed to work collaboratively with the Energy Networks Association (ENA) and other network operators to update its Distribution Generation Connections Guides and include technologies like storage and export limiting devices. Collaborating with the ENA and the wider industry on this ensured that we could provide our customers with the most up-to- date information and incorporate some of the emerging technologies customers are looking to connect.

In total, there are five separate Distributed Generation Connections Guides now available – each of which provides a valuable source of information for generation customers.

Recognising that these guides are long and detailed, the ENA has also provided quick-reference summary guides for each of the five documents, providing the most useful information in a condensed format.

The target outcome was the completion of a revised set of ENA Distributed Generation Connection Guides and this action was delivered to forecast. We played an active role in the development of the new guides providing valuable input to ensure they become a useful resource and provide clarity for customers at every stage of the connections process.

The guides are now available on the ENA website at www.energynetworks.org/electricity/engineering/distributed- generation/dg-connection-guides.html

DG COMPLETE

OCTOBER 2018 9 WHAT WE’VE DONE

Updates on the status of our ACTION connections offers

At our Connections Customer Forums we ask 2.3 attendees what we can do to improve our overall connections service. One of our customers said that they would benefit from an update on the status of their connection quotation mid-way through preparation, particularly for Extra High Voltage (EHV) or High Voltage (HV) generation applications where a 65-day guaranteed standard applies.

After implementing this improvement, our customers are now better informed on the status and timescales of their expected offer. Updates are being delivered by our team – typically over the phone unless otherwise requested by the customer – wherever a 65-day guaranteed standard applies. This is in addition to the call we make five days after receiving an application, whereby one of our team will contact the customer to introduce themselves as their single point of contact. This was a service improvement delivered as part of a previous ICE action plan.

Contact information for our During the call, we inform customers of the progress we’ve made ACTION on the assessment and let them know how long we expect to take connections engineers with the remainder of the work preparing their quotation. This change has already been well received by our customers and has Customers told us that being able to pick up the enhanced the level of customer service we provide. 2.1 telephone and speak to one of the team about their connections project was important. M DG COMPLETE We listened and made a commitment to publish the contact details for all our connections engineers on our website. The aim was to make it quicker and easier for our customers to connect with our connections engineers. Facilitating these upfront conversations is especially More targeted important following the introduction of A&D fees, as customers will ACTION often require a discussion ahead of making a formal application. communications

Now, whether our customers are thinking of applying for a new Recognising that not every stakeholder will have connection and want to explore their options or have an existing 3.1 an interest in every piece of information we have project they’d like to discuss, they can pick up the telephone and to share, we made a commitment to create a speak to one of our experts. Equally, if a face-to-face meeting would new process where connections stakeholders can register to receive be more preferable, they can request a visit or book a place at one of information that is interesting to them. Doing this will enable us to our monthly connections surgeries, meaning our engineers are more deliver more targeted and relevant emails and improve the quality of accessible than ever before. our communications.

The new webpage which features the contact details of all our We acted quickly to implement a new process, introducing a page commercial, design and delivery engineers alongside the areas of on our website where stakeholders can register by type and area of our region they are responsible for is available on our website at interest. This will be replaced with an automated process which we www.northernpowergrid.com/contact-our-connections-engineers will roll out to our 4000+ connections email subscribers.

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10 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) WHAT WE’VE DONE

Engaging with hard to reach Self-service adoption ACTION ACTION stakeholders agreements for ICPs

One of the key themes in our current ICE plan is to In line with our commitment to minimise 3.2 engage with ‘hard to reach’ stakeholders who may 5.1 input services for ICPs, one commitment from choose not to interact with us on a regular basis our 2018/19 ICE plan outlined how we would but will still have a interest in our connections process. This included develop, test and implement a new self-service adoption members of the National Farmers Union (NFU), Community Energy agreement process. groups and off-grid customers. Engaging with these stakeholder groups would enable us to understand their specific needs, provide specialist For every new site – whether it is a single street light connection help and support and ultimately, help them to get connected in a quicker, or new housing development – ICPs are required to enter into more efficient way. a new adoption agreement with us. Previously, we would issue this agreement to ICPs on request, this action was designed to help To engage with our agricultural stakeholders; we have taken part speed up that process and reduce the connection input services in popular agricultural shows including the Great Yorkshire Show we’re required to provide through a new self-service function. (attended by an estimated 130,000 people); the Kilnsey Show (15,000 people) and the Nidderdale Show (20,000 people). At each of these To achieve this, we created a new adoption agreement template shows, our connections team were on hand to engage with attendees, which allows ICPs to create their own asset adoption agreements. answer any questions and get a better understanding of the specific ICPs simply need to complete a few details bespoke to the site on needs of this community. the template and make a declaration that the works have been done We’ve also established a closer working relationship with the NFU and in such a way that meets our adoption standards. The agreement our team were invited to attend a Regional Board Meeting in October can then be submitted to us for legal completion. 2018 to build relationships and understand more about the priorities and concerns of NFU members. The action was delivered to target in August 2018 and we communicated the change to all ICPs operating in our region in a To engage with Community Energy stakeholders; we have formalised letter from our dedicated Competition in Connections (CiC) team. a partnership with Community Energy England and are now working closely with them on a range of activities, including sponsorship of a A number of ICPs are already using the template to complete their Community Energy England Innovation Guide. own adoption agreements and we continue to proactively promote them at our monthly surgeries. There will also be a presentation on In September 2018 we hosted our first, dedicated connections surgery this new process at our ICP Seminar in November 2018. for anyone developing small-scale community energy projects. The aim of the surgery was to provide specialist support and help guide these stakeholders through our connections process. We are hoping to run a ICP COMPLETE second surgery before the end of 2018, potentially in partnership with Sheffield Hallam University and Voluntary Organisations’ Networks North East (VONNE).

Although the activities we have already delivered satisfy the performance measure for this action (to hold two dedicated engagements) we view this activity as a kicking off point for a more embedded programme of engagement and have therefore chosen to leave this action open.

M DG ON TRACK

OCTOBER 2018 11 WHAT’S WE’RE STILL WORKING ON

WHAT WE’RE STILL WORKING ON

THE COMMITMENTS WE’RE WORKING HARD TO DELIVER IN THE REMAINDER OF THIS ICE PLAN YEAR WHAT’S WE’RE STILL WORKING ON

In addition to the commitments we’ve already delivered, there are a number of actions we’re still working hard to deliver.

You can read more about them in the pages that follow, in each case our commitment is to deliver these actions before the end of the 2018/19 ICE plan year.

DG owner operator forum ACTION New types of generation are being introduced all the time and it is imperative that our network 1.3 is able to respond to these new demands. Regular dialogue with generation operators in our region plays a central role in this, giving us the opportunity to understand new developments, share outage planning information and discuss network issues and forward planning constraints. That’s why in this year’s plan – at the request of our generation customers – we committed to establish a quarterly DG owner operator forum. We have already hosted two forums and in line with the commitment we made, will host another two before the end of this ICE plan year.

These forums give our customers the chance to discuss outage information with our operational planning experts. We’ve also delivered them in a surgery-type format, which gives attendees an opportunity to tell us about any emerging technologies or connections challenges they may be facing.

If you would like more information on this forum or are interested in getting involved please email [email protected]

DG ON TRACK

OCTOBER 2018 13 WHAT WE’RE STILL WORKING ON

Improved customer Self-service budget tool ACTION ACTION communications An important part of the connections process and our role as a new connections provider is to help At our Connections Customer Forum in November customers understand the viability of their project 2.2 2017, a delegate from East Riding Council gave 2.4 – both in terms of network connectivity and cost. us some feedback on our application and delivery process, highlighting an aspect of our customer communications that One of the commitments we made this year was to allow customers could be improved. greater access to our network information to carry out initial assessments themselves. But, in cases where customers do not have They told us that when we send emails we quote the Northern design or assessment capability, we understand that a budget view of Powergrid enquiry reference number (ENQ) but don’t always include costs would be a significant benefit. a description of the actual connections project. It was highlighted that this can be confusing for the recipient, especially if they have Our current target is a maximum 15-day turnaround for a >1MVA multiple connections applications pending. budget cost, but we have been exploring ways to make this faster by developing a new self-service budget tool. The commitment was to Following this feedback, we made a commitment to include a involve customers in the development of this new tool and we are brief description of the project, as well as the ENQ number in any planning to present a first prototype at our Connections Customer correspondence that we send, making it easier for customers to Forum in November 2018, where attendees will have the opportunity identify the project we are referring to. We remain on course to to give feedback and help shape its development. deliver this improvement before the end of 2018.

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14 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) WHAT WE’RE STILL WORKING ON

Network constraint and ACTION curtailment information

The issue of network constraints is one that effects 4.1 every Distribution Network Operator (DNO) in the country and there is an ongoing national debate on how best to provide connections to constrained networks. This issue is very important for generation developers, who in their assessment of the viability of any proposed project need to understand the potential level of curtailment they might experience when accepting a connection offer.

Although we currently provide operational network information that assists the developer in their assessment of potential levels of curtailment, we acknowledge that our customers place a lot of importance on this assessment and have told us that they would like better quantification of curtailment levels.

Understanding the importance of this subject, we committed to conduct a review of the provision of network constraint and curtailment and are seeking deeper engagement with our stakeholders on this topic. The issue was discussed at our DG owner operator forum in September and we are organising a workshop at our Connections Customer Forum in November to understand our stakeholders views and further explore their requirements.

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Active Network Management ACTION (ANM)

We have engaged closely with our stakeholders 4.2 on the development and roll out of ANM solutions, providing updates at our Connections Customer Forums, as well as a dedicated workshop, webinar and online Q&A on the topic. The continued development of these solutions is important because it enables network operators to provide more connections in areas of its network where capacity is constrained, but where there is potential network flexibility available.

We are committed to developing innovative solutions that address constraints on our network and to helping more of our customers connect to our network. An example of this is the deployment of our first, replicable ANM scheme on our network in Driffield, East Yorkshire.

Our stakeholders have expressed an interest in how this solution could be applied to other areas of our network. There is more work to do before we roll this technology out more widely but we will continue to engage in active dialogue and keep stakeholders informed about the development and roll-out of ANM throughout the remainder of the ICE plan year.

DG ON TRACK

OCTOBER 2018 15 WHAT WE’RE STILL WORKING ON

The Transmission/Distribution Better technical guidance for ACTION ACTION (T/D) interface and Statement generators

of Works process Providing customers with information on how 4.3 6.1 to connect emerging technologies is one of our We play an active role in the activities and outputs responsibilities as a regional network operator. of the national working group tasked with reforming the Statement of Works process, which identifies constraints on the We already provide a range of application guidance for our customers National Grid network. but one of the commitments we have made in this ICE plan year, in response to a direct request made by one of our generation As part of this collaborative effort, a number of trials have already customers, was to include information on hybrid generation-storage. taken place at different locations across the country that will help shape a more efficient process and give customers greater visibility on This would include technical parameters, so that when customers transmission costs and liabilities as early as possible in the process. decide to apply for a connection offer they have a clearer These trials included bulk Statement of Works requests, materiality understanding of what information they are required to provide us limits, planning limits and regional development programmes. Some of with, helping to speed up the process. the more successful elements of the trials have already been adopted into Northern Powergrid policies. We remain committed to delivering this improvement action and plan to have completed it by the end of this ICE plan year. We will continue to play an active role in the work of the nationally sponsored Open Networks Project, acting on the outcomes wherever possible and building them into the service we offer for the benefit of DG ON TRACK our connections customers.

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16 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) WHAT WE’RE STILL WORKING ON

Our DSO transition Our engagement with ACTION ACTION We made a commitment to keep stakeholders fully flexibility service providers involved as our vision for our transition to a DSO The ability of DNOs to connect and manage evolves. We want to make sure our stakeholders 6.2 6.3 all types of electrical loads, whether demand have the opportunity to help shape future outputs or generation is imperative to the efficient and and contribute towards our strategy. effective running of a distribution network. There is an increasing The activities of the Open Networks Project, the group tasked with number of flexibility service providers that are cultivating new ideas leading the discussion, remain on-going, and for that reason we will and bringing new technologies to the market, so it is important that continue an open dialogue on this subject with our customers, so we understand what we can do to facilitate the continued growth of they can fully understand what market opportunities exist and how distributed energy sources including demand side response (DSR), best they can be utilised in the future. energy storage and flexible generation.

We have a number of DSO engagement sessions planned over the We have already engaged directly with three of our largest customers remainder of this ICE plan year including a Stakeholder Summit in to explore how they might be able to provide DSR solutions and in December 2018. We will encourage our connections stakeholders addition to this, we have confirmed a partnership with a flexibility to take part and give feedback that will help shape our strategy provider platform. This collaboration acts as an introductory service and approach. between us and potential flexibility service providers, helping them to navigate through the onboarding process of becoming a provider.

We will continue to engage with other flexibility service providers and M DG ON TRACK work with them to progress our end-to-end process roadmap and ensure the flexibility procurement method is optimised for both us and individual providers. These are the first few steps of a much bigger objective to create a roadmap that will ensure flexibility operators can provide these services successfully.

We will present our approach and progress at a dedicated workshop at our Connections Customer Forum in November 2018. We will provide attendees with an update on the work done to date, and open up a discussion on how we can aid new and existing connections customers with the on boarding process should they wish to provide services in the future.

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OCTOBER 2018 17 WHAT’S NEW

WHAT’S NEW

NEW COMMITMENTS WE’RE MAKING IN RESPONSE TO THE FEEDBACK WE’VE RECEIVED NEW

ACTION Quotation expiry dates 2.5 IMPROVING OUR APPLICATION AND DELIVERY PROCESS

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

All new quotations will We will include the Customers will have include the expiry date M DG actual date on which firm confirmation of the of the offer. All the offer expires in each date their quotations UM ICP quotation we issue. expire. 100% of new 28/02/19 quotation offers.

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Our design engineers highlighted that customers will often call to We thought this was a sensible suggestion which would benefit check the date when their connection offer expires. Connections customers and improve our service. We are therefore committing to offers expire 90-days after issue, after which point the customer include this information in 100% of all new offers will have to make a new application. Although customers are aware we issue. of this, many were unclear whether the 90-day expiry date was calculated by working days or calendar dates and were calling our engineers to check. The suggestion was made to include the actual date the offer expires on all new connections quotations we offer.

OCTOBER 2018 19 NEW

ACTION New EV connections 4.4 TECHNICAL AND COMMERCIAL INNOVATION

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

We will engage with those stakeholders Stakeholders will be Two engagements who are interested in better informed about sessions held. new Electric Vehicle our approach to EV LV M UM (EV) connections by connections and our 85% stakeholder delivering a minimum 28/02/19 associated processes. satisfaction rate. of two dedicated engagement sessions.

31/10/18 28/02/19 Our customers said...

Excellent, informative and engaging Very useful and informative Matt Gladstone, Executive Director, Sheridan Paterson, Calderdale MBC Barnsley Council Connecting EVs workshop, 10 October 2018 Connecting EVs workshop, 10 October 2018

The UK government has an ambition that the majority of cars sold by 2040 should be electric or hybrid.

The uptake in electric and hybrid vehicles and the development of the charging infrastructure required to support this transition, will lead to requests for new and larger connections. As a regional network operator we have a responsibility to engage with stakeholders who have an interest in EV charging and to facilitate these new connections.

We have made a commitment to hold two dedicated engagement sessions in the remainder of this ICE plan year, the first of which took place on 10 October 2018 in York. 68 stakeholders representing Local Authorities in our region, housing developers, consultants and other interested parties attended on the day.

The response to our first EV connections event was overwhelmingly positive and identified a clear appetite for further engagement on the topic. We will follow this up with a workshop at our Connections Customer Forum in November 2018 and further targeted engagement planned for 2019.

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ACTION Continued engagement on A&D fees 4.5 TECHNICAL AND COMMERCIAL INNOVATION

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

Stakeholders will be better informed about We will continue the A&D fees we charge, Two engagements to engage with including how we apply sessions held. stakeholders about those charges and the All M DG the Connection Offer information that is 85% stakeholder Expenses (A&D fees) we 28/02/19 available to them to satisfaction rate. charge. consider before making a quotation application.

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On 6 April 2018, we introduced Connection Offer Expenses (also Early indications suggest that the introduction of charges has had known as A&D fees) for all new budget estimates, feasibility studies the desired effect and we have observed a reduction in the number and connection offers we produce making the process fairer for all of overtly speculative applications we receive. We acknowledge involved. however that this is a major change to our processes and that further engagement is needed to ensure that all our stakeholders Previously, and irrespective of the complexity or number of are informed about the fees we charge, including how we apply applications made, the costs associated with preparing this work those charges and the information that is available to them for their were not charged to the individual making the request, the costs were consideration before making an application. recovered from the customers who accepted a connection offer and proceeded with the work. This led to high volumes of speculative We have therefore made a commitment to continue to engage on applications and resulted in DNOs spending significant periods of this topic for the remainder of this ICE plan year. time on work that did not proceed.

OCTOBER 2018 21 NEW

ACTION Knocked down telecommunications street furniture 4.6 TECHNICAL AND COMMERCIAL INNOVATION

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

We will develop a more efficient Faster reconnection New process process in respect of “knocked down” developed. of the reconnection LV M UM telecommunication of ‘knocked down’ street furniture. Customer feedback. 31/03/19 telecommunications street furniture.

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During Ofgem’s consultation on the previous regulatory year’s ICE, an We have acknowledged this feedback and met with Openreach to issue was raised by telecommunications provider BT Openreach. discuss their requirements. As a result, we are making a commitment to work together to develop a process that will enable us to reconnect Openreach typically require unmetered connections for new Fibre to the telecommunication street furniture that is damaged, in an acceptable Cabinet (FTTC) installations. During the ICE consultation Openreach timescale. On the successful conclusion of this trial we will roll the highlighted an issue that FTTC cabinets that are damaged through road process out for all telecommunication providers in our region who traffic accidents need to be reconnected more quickly. require it.

22 INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE) NEW

ACTION Connections agreements for ICPs 5.2 ENABLING COMPETITION

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

The process will New process We will implement a become quicker and implemented. new process to enable more streamlined for IDNOs to accept an All ICP Indpendent Distribution Number of agreement by signing it Network Operators documents submitted 31/12/18 electronically. (IDNOs). electronically.

01/09/18 31/12/18

We remain committed to facilitating fair and open competition When we contacted GTC to check what we had delivered met their in connections and our dedicated CiC team continue to engage expectations, they made a further suggestion that the agreements with ICPs operating in our region to understand how we can work we require them to complete should be able to be submitted together to improve the service they can offer their clients. electronically. They told us this would make the process more streamlined and efficient. We agreed and made a commitment to We made a commitment in our 2018/19 ICE plan to develop and deliver this improvement by end of 2018. implement a new process that would allow ICPs to produce their own asset adoption agreements and then submit to us for legal completion. This was a direct request from Independent Connections Provider GTC and the action was completed to forecast.

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

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

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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 PAGE revised ENA DG downloads of the ALL DG DG connections and incorporate new requirements for connection Completed 9 connection guide. revised ENA guide. guide technologies like storage and of distributed energy to target export limiting devices. resources.

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