SP Energy Networks Our ‘Looking Forward’ Work Plan May 2015 · We have provided 3 individual Work Plans; (1) a Distributed Generation (DG) Work Plan for customers seeking a generation

www.spenergynetworks.co.uk

SP Energy Networks Our ‘Looking Forward’ Work Plan

May 2015


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Our ‘Looking Forward’ Work Plan

“Our vision is not only to be an engineering company with strong asset stewardship and world-class safety credentials, but also to deliver industry-leading customer service, trusted by its communities and stakeholders alike. Our approach to engaging with our connections stakeholders is integral to the realisation of this vision. Stakeholder input is hugely valuable and has enabled us to develop a programme of activities for improving our connections service that responds directly to their needs. Each of the actions in our Looking Forward Work Plan have been developed in partnership with our stakeholders. Our plan is certainly ambitious, but we believe it is achievable and with the continued engagement of our stakeholders we are confident that we will deliver an industry leading service.” Frank Mitchell, Chief Executive Officer, SP Energy Networks

Our aim is to deliver exceptional service at all times

SP Energy Networks (SPEN) Looking Forward Work Plan sets out what we intend to do over the next year to deliver an improved service for our distributed generation (DG), metered and unmetered stakeholders and customers. In May 2016 we will report back on how we have delivered against the activities contained within our Work Plans. Through our engagement and development of the Work Plans, we recognised that the issues that our stakeholders face are common for both licences. For that reason, this plan applies to both of our licence areas,SP Manweb PLC (in North Wales and North-west England) and SP Distribution PLC (in Central and Southern Scotland).

The key purpose of our stakeholder engagement is to help understand issues and solve problems such that we can deliver better quality services to our customers, and to network users.We do this by engaging with a broad and inclusive range of stakeholders using a variety of approaches throughout the year.

Our connections stakeholders include a wide range of customers (e.g. large demand customers, small generation and domestic customers, alternative connection providers), trade bodies and associations, local authorities, developers, contractors, government bodies and other industry stakeholders.

This Work Plan of activities seeks to deliver SPEN’s high level Connections strategy, which is to;

... provide quicker connections by reducing the time taken to provide a connection offer and the time taken to deliver a connection (Time)

... increase the overall efficiency of the process and deliver cheaper connections (Cost)

... improve our communication with our stakeholders, increase flexibility and facilitate a competitive market (Satisfaction).

Time, Cost and Satisfaction are the Key Strategic Objectives that our Work Plan of activities are aligned to.


Page

CEO Foreword 2Our Work Plan Structure 4Our Work Plan Explained 5Our New Business Model 6Our Key Strategic Connections Objectives 9Stakeholder Engagement Model 10Connections Engagement Activity 11Developing our Work Plans 12We have Sought Feedback on our Work Plans... 13Our Stakeholders have Endorsed our Plans 14Opportunity to Share Best Practice with other DNO’s 15Our Principal Commitments 16Distributed Generation Work Plan 17Metered Work Plan 34Unmetered Work Plan 48Glossary of Terms 60Summary of Relevant Market Segments 61

Contents


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Work Plan Strategy

Our Work Plan is structured as follows;

Our Work Plan Structure...

We have provided 3 individual Work Plans; (1) a Distributed Generation (DG) Work Plan for customers seeking a generation connection e.g. an HV connection for a Hydro generation project; (2) a Metered Work Plan for customers seeking a demand connection e.g. a high voltage (HV) connection for an industrial premise; and (3) an Unmetered Work Plan for customers seeking an unmetered connection e.g. a low voltage (LV) connection for new street-lighting.

Whilst there are a number of similar activities within each Work Plan, through building these we recognised that there were differing needs for stakeholders depending upon the nature of the connection being sought. For that reason and through discussions with stakeholders, we decided to adopt this approach rather than provide a single Work Plan of activities.

The following page provides some narrative on the individual components of the Work Plan and how each list of activities has been set out.

Metered Work Plan

Unmetered Work Plan

DG Work Plan

Our Principal Commitments >> Our Principal Commitments that underpin all our proposed activities

>> A comprehensive list of activities that will improve the service we provide and address the issues stakeholders have raised>> The source of the feedback that has driven the action>> The relevant market segment (RMS) or segments to which the activity applies>> The Key Strategic Objective, in terms of Time, Cost and Satisfaction, that each activity is aligned to>> The timescale that the activity will be delivered (by quarter)>> The proposed Key Performance Indicator (KPI) against each activity

>> A statement from CEO Frank Mitchell, setting out our objective and high level connections strategy>> A summary of our new business model, which is enabling us to strengthen key local stakeholder relationships, be more responsive to our customer needs and firmly embed us within the communities we serve>> The Key Strategic Objectives that our Work Plans are aligned to >> The overall SPEN Stakeholder Engagement Strategy and how it links with our engagement approach for Connections stakeholders>> How we have worked with our stakeholders to develop our Work Plans>> How we have gathered feedback on our Work Plans and secured endorsement >> How we intend to work with other DNO’s to seek opportunities to share best practice


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Our Work Plan Explained...


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To ensure that the application process is as simple as possible for you, whilst still providing us with all information necessaryto deliver a connection offer that meets your needs

What we did in 2014 ... We established our Quote + product as a standard option and promoted this through our website, newsletter and direct mailing ... We simplifi ed the application forms for <100kW applications ... We published a link to the ENA technical database on our website ... We held customer surgeries on validity periods and interactivity ... We published a consultation on whether the Quote + product meets your needs

This year, you have told us:

“ We would like a simplifi ed application tailored to our needs with a more consistent approach to the information you

request ”

“ We’d love to talk more to the area guys, Knowledge is overall far better, knowing more

about the areas and issues youguys have would make us search

the right areas ”

18 Interviews515 Surveys Issued

47 Responses Received

Application Process

LV Work HV & EHV WorkAccount Managed ✓ ✓Repeat ✓ ✓One-off ✓ ✓

“ I haven’t used Quote + so far but it looksvery helpful to speed up the

connections inquiry process ”

LVWork

HV&EHV Work

“ I have not yet used the simplifi ed <100kw

application form, howeveronline would help ”

LVWork

m“ Reduce the amount of information requiredat the early stage in the process.e.g. narrative descriptions, scale drawing of wind turbine etc ”

HV&EHV Work

HV&EHV Work


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Market Segment TimeframeAction Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Leverage the benefi ts of our District Model by providing you with a more local service Our ‘Monthly Connections Surgeries’ will be replaced with monthly ‘District Days’ at Stakeholder Interview ✔ ✔ Satisfaction .

Publish dates of ‘District Days’ local depots to facilitate pre-application and application meetings

Survey Responses and record attendance

We will meet with you within fi ve working days of a request to discuss Stakeholder Interview ✔ ✔ Satisfaction . Meeting held within

your pre-application or application Stakeholder Interview 5 days of request Survey Responses

You will be assigned with a named local contact Stakeholder Interview ✔ ✔ Satisfaction . Success of contact

within one working day of your application being received

Survey Responses provided within 1 day Account Management Stakeholder Panel

Review the minimum information we request from you for the initial connection application As we did for <100kW DG projects, we will consult with you on what information Stakeholder Interview ✔ ✔ Time .

Consultation published you feel is appropriate to complete a G59 application form for >100kW but <1MW project Survey Responses

We will publish clear guidelines on our requirements for the size Stakeholder Interview ✔ ✔ Time .

Guidance published

of generation connection being sought Survey Responses

Provide a facility that allows you to submit your connection application online We will provide a simple, tailored online application facility Stakeholder Interview ✔ ✔ Time .

On-line facility available on our connections website Survey Responses

Our online application facility will validate your information Stakeholder Interview ✔ ✔ Time .

On-line facility available and provide on-screen ‘hint’ text to support you through the process Survey Responses

You will be able to upload supporting documents to assist us in Stakeholder Interview ✔ ✔ Time .

On-line facility available processing your application i.e. photos, drawings, site development plans etc. Survey Responses

An automatic email acknowledging your submitted Stakeholder Interview ✔ ✔ Time .

Automatic email provided application will be provided Survey Responses

Provide additional support to ‘one-off’ customers For customers who have not requested a quote from us in the past we will pilot a ‘buddy’ system Survey Responses ✔ ✔ Satisfaction .

Dedicated person assigned to which provides you with a local contact who will guide you through the application form

support ‘one off’ customers

Application ProcessThis year we intend to...

DG1

DG2

DG3

DG4

The number of stakeholders interviewed

Improvement activities in 2014

Verbatim comments from stakeholders (icons indicate Relevant Market Segment

(RMS) and Sector) which led to our list of actions

Source of the feedback that has driven the action

Actions: Set of activities in response to issues our stakeholders have told us

about during our engagement with them

RMS that the action is applicable to

Key Strategic Objective, in terms of Time, Cost and Satisfaction, that each

activity is seeking to improve

Key Performance Indicator (KPI) against each activity

The quarter that the activity will be delivered

The number of surveys issued and responses received or engagement activity

that has driven the action

The participants broken down by customer type and RMS covered


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Our New Business Model

Structuring our Business to get closer to our Customers and Communities we serve

SP Energy Networks (SPEN) is in the process of implementing a new geographical business model. We recognise that there was a need for us to get closer to the customer and communities we serve. The new geographical structure will allow us to: strengthen key local stakeholder relationships, be more responsive to our customer needs and firmly embed us within the communities we serve.

Our business has been divided into six Districts within Scotland (Ayrshire & Clyde South, Glasgow, Lanarkshire, Edinburgh & Borders, Central & Fife and Dumfries) and five Districts within England and Wales (Merseyside, Wirral, Mid Cheshire, North Wales and Dee Valley & Mid Wales).

Under the new structure Guy Jefferson is leading the Scotland license area (also known as SPD) and Stephen Stewart is leading our business in England and Wales (also known as Manweb or SPM).

Each of the new districts has an appointed District Manager who is responsible for overseeing all activities including operations, maintenance, connections, asset replacement and emergency response.

The new model has been built on three strategic anchors

Our transition to the new business structure is underway and will be fully in place by the end of June 2015.

Getting closer to our

customers communities and stakeholders

Creating a leading position

in engineering and asset management

Equipping our people with the skills they need

for the future

• Greater local autonomy

• More staff in local areas giving improved storm response and customer service

• Better coordination and greater flexibility to connections, faults and investment works

• Building enduring local relationships

• Improved processes and systems

• Reduce back office costs

• Improved flow of information through organisation

• Recruiting from the local area

• Bringing Graduates and Apprentices to replenish the workforce

• Becoming more customer and stakeholder facing

• Increased flexibility to deal with future demands of smart networks and the low carbon transition

Guy Jefferson Stephen Stewart


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Our District Structure - North

Ayrshire & Clyde South Graham Campbell

Customers 360k

Glasgow David Guthrie

Customers 428k

Lanarkshire Craig Arthur

Customers 311k

Central & Fife Graeme Stewart

Customers 398k

Edinburgh & Borders Ian Johnston

Customers 410k

Dumfries Iain Steele

Customers 83k

Director, SP DistributionGuy Jefferson

Lanarkshire

Ayrshire &Clyde South

Dumfries

Edinburgh & Borders

Glasgow Central & Fife


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Our District Structure - South

Director, SP Manweb Stephen Stewart

Merseyside Andrew Lloyd

Customers 550k

Wirral Jane Wilkie

Customers 375k

Mid Cheshire John Heathman

Customers 139k

North Wales Liam O’Sullivan

Customers 234k

Dee Valley & Mid Wales Gary Evans

Customers 165k

Dee Valley & Mid Wales

North Wales

Merseyside

Wirral

Mid Cheshire


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Our Key Strategic Connections Objectives Time, Cost and Satisfaction are our Key Strategic Objectives that our Work Plans are focussed on addressing. Set out below is a summary of the improvements we intend to make against the context of our performance over the last few years.

Our customers want quicker connections. This is evident from all the stakeholder engagement we have undertaken; be it through direct contact, at workshops, responses to the Broader Measure of Customer Satisfaction (BMCS) or via trade associations and industry stakeholders.

For the coming year we have set ourselves a target of improving the time to quote and time to connect following acceptance by 20% across all RMS’s. This is an ambitious target which we believe can be achieved through the actions outlined in our Work Plans and other changes to our business such as the new business model.

During the last few years we have made significant improvements and have, on average, reduced the time to quote and time to connect by 10% across all RMS’s. For some segments the improvement has been even greater than this and in others the improvement has been less; for example it has been challenging to make significant improvements in the time taken to quote DG schemes due to the substantial increase in the number of applications we have received.

The cost of connection was not an issue that was raised often during the stakeholder interviews and survey responses we received in developing our Work Plans, however it has occasionally been expressed in the responses received from the BMCS and various trade associations and working groups.

Our charges are published within the Common Connections Charging Methodology (CCCM) and are updated annually. For the majority of categories our charges have reduced in the last four years, in some cases significantly.

For example, during the last competitively tendered contract for overhead lines, by leveraging SPENs economies of scale the contract delivered a saving of circa 5% in respect of the previous contract delivering some of the most efficient costs across the UK. In cable laying, a 12% saving has been realised.

We will continue to ensure that any savings delivered through improved processes and procurement efficiencies are passed onto our customers. Indeed we have a track history of ensuring that any savings made through the delivery of a connection for a customer are passed on by way of refund, and we will continue to adopt that approach in the future.

Our aim is to deliver exceptional service at all times. Since the introduction of the BMCS survey in 2011 our results in SPD have improved by 28% and in SPM by 19%. We are now consistently seeing scores exceed 8 out of 10 for customer satisfaction when customers were asked to rate our service (with 1 being poor and 10 being excellent). This sees us competing with the best service providers across all industries in the UK.

We have achieved this by listening to our stakeholders, implementing improved systems, processes, delivering quicker and lower cost connections. We measure, understand and will continually improve the service we provide.

Major connections customers are no longer included within the BMCS however we will continue to engage with these stakeholders on a regular basis and measure our performance throughout the course of the year. We have set a target to exceed 9 out of 10 for BMCS and the same for major connections customers from now until the end of ED1 period.

Time Cost Satisfaction£€


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Using Central Strategy to deliver Connections Engagement

Stakeholder engagement is embedded in our organisation and influences both operational and strategic improvements in performance. Our stakeholder engagement looks at how we create an environment and framework within our business which allows our stakeholders to be involved and influence SP Energy Networks’ plans. The benefits to our stakeholders are clear. By being involved, they are able to bring about change and improvements to benefit their needs.

Stakeholder engagement was fundamental in the development of our business plans for the ED1 period. We see this as a key tool in evolving and shaping our future plans and improving our service.

Utilising our proven central stakeholder engagement approach and the 7 pillars which underpins the recognised AA1000 standard and core principles, we are able to address our Key Strategic Objectives within connections. Using these tools and methodology, utilising a consistent approach and engaging with a broad range of stakeholders we can focus in areas where stakeholders can really influence what we do. We see stakeholder engagement as everyone’s responsibility in our organisation.

How did we apply the 7 Pillars to our ongoing engagement?

SummaryIn the development of our Work Plans we have adopted this systematic, rigorous and centralised approach to stakeholder engagement.

To ensure that our Work Plans remain relevant we will carry out ongoing engagement activity throughout the year. We will continue to engage with our stakeholders on a regular basis to ensure our Work Plans respond to their needs and adapt as these change. We see this as a continual process and are prepared to engage, understand, respond, and feedback.

Stakeholder Engagement Model

Governance

• Overarching External Stakeholder Panel

• External Connections Stakeholder Panels

• Internal Stakeholder Action Group - Internally report on stakeholder activity, feedback and actions

• Regular Executive Review

Stakeholder Database

Engagement Planning

Systematic Approach

FeedbackLoop Resources

Assurance, Measurement, Evaluation

and Accreditation

• Stakeholder Database• Categorisation and

prioritisation of stakeholders

• Key Connection customer Account Management

• Log of Interaction and Feedback

• Annual Connections engagement plans and ownership within business

• Aligned stakeholder engagement activities to strategic business priorities

• Stakeholder groups mapped, analysed and prioritised by interest and influence.

• Adopt appropriate engagement method

• Use of SPEN toolkit and appropriate channels to engage

• Advice and Support from Central Team to ensure consistent approach

• Transparent Engagement Activity

• Continually engage, understand requirements, respond appropriately and feedback to stakeholder.

• Recurring stakeholder identification and engagement

• Central Stakeholder Team• Licence Specific Stakeholder

Engagement Teams• District Model resourced

to deliver stakeholder engagement

• Embedded Engagement Model

• Adopted the AA1000 Stakeholder Engagement standard

• Independent process assurance audit

• Confirmation of approach from Stakeholders

• Measurement of outcomes• Evaluation Framework


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Respond

Feedb

ack

Understand

Engage

To ensure that our Work Plans remain relevant we will carry out ongoing engagement activity throughout the year. We will also ensure that in order to engage with a broad and inclusive range of stakeholders, we will periodically review our stakeholder database to ensure our stakeholder mapping and prioritisation is up to date and relevant.

Connections Engagement Activity

EngageAccount Management our dedicated Account Managers engage with a range of metered, unmetered and DG customers on a daily basis

Trade Bodies, Government and Associations we take an active role in the national DG-DNO Working Group, DG-DNO Technical Sub-group, Scottish Renewables Working Group, The Energy Island Programme as well as close relationships with Scottish Government and Welsh Government. We use these relationships to gather feedback on our service and to disseminate information to their members

Industry Events we attend industry events and actively participate in forums such as the DG Forums that are facilitated by the Energy Networks Association

Customer Workshops when required we organise dedicated stakeholder workshops e.g. for DG communities, on the G59 Process and the Competitions in Connections Code of Practice

District Launch Days we will hold specific District Launch Days to launch each of our new district offices and introduce our local teams to community stakeholders

District Days our Customer Surgeries have now been renamed District Days. These monthly drop-in sessions allow our customers to visit our local offices and speak directly to our experts on technical issues or discuss their project pre-application

UnderstandStakeholder Interviews we meet with a number of our stakeholders on a one-to-one basis, asking them a series of questions about how we can improve our service. These annual interviews are organised with a select group of customers covering all of RMS’s

Surveys we issue an annual survey to major Connections customers who have requested a connection within the last year

BMCS Broader Measure of Customer Satisfaction we take into account the feedback received from our survey results

RespondLooking Forward Work Plan set outs our improvement activities based on what our customers have told us.

FeedbackNewsletter we currently issue a DG newsletter, providing customers with key updates. We will develop this so that it is relevant to all our major connections customers

Update Register we will provide customers with the ability to register for key updates such as changes to our processes and service

Website we will continually review and update the content on the SP Energy Networks website and update our Connections stakeholder pages to reflect our latest activities

Alternative Communication Methods we will continually seek new ways to communicate with you such as utilising You Tube and social media


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We have listened to our stakeholders in the development of our plans.

We recognise that often engagement and the feedback received can sometimes reflect the views of our more vocal stakeholders. In order to ensure that we gathered a wide range of views we utilised a diverse range of engagement activities and market research methods to ensure that we reached out to a broad and inclusive range of our stakeholders.

Ongoing Engagement We gathered feedback Interviews We conducted 53 interviews with our key Stakeholders on our end to end process. from our ongoing engagement activity, such as Broader Measure of Customer Satisfaction, our meetings with Trade Bodies, Government and Associations, Customer Surgeries and Customer Workshops held.

Online Survey Based on our interview responses we developed a survey asking questions about our complete connections process and issued this to 1,947 major customers who had made an application within the last year.

Developing Our Plans We analysed the responses received to formulate and create our plans. We held a number of internal stakeholder workshops with key personnel to review the market research and feedback gathered, understand the issues and develop appropriate activities. We set achievable timeframes for each of our actions, linking these back to our Key Strategic Objectives.

Developing our Work Plans

Relevant Market Segments Market Sector Total DGLV DGHV LV HV HV&EHV UMSHousing 124 3 3 3

Developers 366 3 3 3 3 3 3

Consultants 481 3 3 3 3 3 3

Local Authorities 191 3 3 3

Alternative Connection Providers 23 3 3 3 First-time customers 762 3 3 3 3 3 3

Relevant Market Segments Market Sector Total DGLV DGHV LV HV HV&EHV UMSHousing 9 3 3 3

Developers 13 3 3 3 3 3 3

Consultants 15 3 3 3 3 3 3

Local Authorities 9 3 3 3

Alternative Connection Providers 5 3 3 3 3 3 Trade Bodies, Government 2 3 3 & Associations


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On 30th April 2015 we published our Work Plans in draft. Our plans were published on our website with a link to a survey which provided an opportunity for stakeholders to provide feedback.

In addition and during the development of the Work Plans we engaged stakeholders using a variety of channels to seek feedback on our emerging Work Plans. The table below illustrates the channels used, a description of the activity, the number of stakeholders given the opportunity to respond, the responses received and some examples of the stakeholder views provided.

Our Work Plans have been revised to reflect the feedback received.

We have Sought Feedback on our Work Plans...

Channel Description Number of Number of An example of where feedback No of actions updated stakeholders given stakeholders who has driven a revision to the plan the opportunity have provided to engage feedback/attended

Survey We circulated our plans to stakeholders who had “It is all well and good for the Principal Commitments Principal Commitment participated in our interviews, responded to our 2,064 13 to refer to continuing to work with SSE and Scottish Updated (PC8) survey and have assigned SPEN Account Managers Renewables but should this not include National Grid” Stakeholder We met with our Stakeholder panel members 13 13 “As a company operating nationally we still have a Principal Commitment Panel Members individually to discuss our plans in detail requirement for a single point of contact” Included (PC7)

Customer We held six customer workshops, three in Scotland “Improved heatmaps which highlight saturated 11kV lines Information Provision Feedback and three in England and Wales. Customers who had 253 28 will help with our feasibility studies and we appreciate the Action Updated (DG6) Workshops responded to our survey and Account Managed volume of activity in creating these maps, biannual customers were invited to attend updates would be sufficient”

Scottish We participated in a joint SP Energy Networks/SSEPD “There continues to be a need for more clarity on the Transmission to Renewables workshop where Scottish Renewables members 415 13 Statement of Works process and who is responsible Distribution Interface Workshop were invited to attend for doing what” Action Included (DG27)

Stakeholder Key stakeholders who operate nationally “We recognise your drive to reduce costs for customers Principal Commitment Workshop were invited to attend a dedicated SPEN 10 8 but we are unclear on how you are going to achieve this” Included (PC10) London session in London


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Our stakeholders were asked... 1 On a scale of 1 – 10 (with 1 being low and 10 being high), do the actions proposed address the issues that you face as a customer? Average response = 8.8

2 On a scale of 1 – 10 (with 1 being low and 10 being high), if these actions are completed in the timescales proposed, do you believe that the overall service will improve? Average response = 9.3

3 On a scale of 1 – 10 (with 1 being low and 10 being high), how supportive are you of the Work Plans that we have proposed? Average response = 9.0

4 On a scale of 1 – 10 (with 1 being low and 10 being high), how ambitious do you believe our Work Plans to be? Average response = 8.8

We then asked members of our stakeholder panel if they would endorse our Work Plans

Our Stakeholders have Endorsed our Plans

Arwel Lloyd, UCML

“UCML continues to support SPEN in its determination to provide its customers with a superlative standard of service. SPEN is to be congratulated in the progress made over the last 24 months which can only auger well for the future ”

Bob Weaver, PowerCon (UK) Ltd“We believe that the actions taken do address the issues that are faced by SPEN’s customers. Whilst we confirm that there is still work in progress we would confirm that there remains a willingness on the part of SPEN and its senior management team to review and address problems that are brought to their attention.We are of the opinion that there has already been significant improvements with the service levels adopted by SPEN and further believe that if these actions are completed in the timescales proposed, that the overall service will improve still further.

We are completely supportive of the Work Plans that have been proposed by SPEN

and are happy to endorse. ”

Allan Cunningham, Morrison Construction“I think the proposed work plans will bring much improved communications and transparency, and provide valuable

assistance to customers in their dealings with SPEN ”

North Panel Members

Stephen Phimister,

TUV SUD Ltd“We find SP Energy Networks one of the better utility companies to deal with however further improvements in service and response are always welcome ”

Anonymous

“The work plans provide a clear statement of commitments

by SPEN to provide stakeholders with the necessary information, timescales and communication routes that are required in today’s world. They set out specific actions with timeframes that will improve dialogue with SPEN and give stakeholders a much clearer understanding of requirements for trouble free connection process”

George Dow, Mactaggart and Mickel“SP Energy Networks have set themselves an ambitious set of plans which if implemented would greatly improve the overall service they provide. As a member of the stakeholder panel, I have enjoyed being engaged in the process and watched the plans evolve. I am pleased to see that SP Energy Networks have engaged with

a wide range of stakeholders to ensure customer feedback plays a pivotal

role in their plans ”

Martin Reilly, Hawthorne Boyle“We are extremely supportive of SPEN’s work plans as we have been heavily involved and well engaged in the process to develop these plans. SPEN’s plans are reflective of the discussions and views presented at our stakeholder panel sessions and meetings held separately with our Account Manager. Again, I feel that the service will improve as long as the timescales are met for the actions to be completed and all the actions

are put in place. We feel that SPEN’s plans are ambitious and focus on the areas that we are

keen to see progress on ”

South Panel Members

Jody Bullock, UPL“I believe the work plans proposed by SPEN have shown a willingness to not only listen to the needs of customers but to put in place strategies which help make the connections process more

efficient and manageable ”

Frank Welsh,

Peel Utilities“I am delighted to see that

SPEN are making strenuous efforts to simplify process through their workplans, both in their approach and the challenging targets they have set themselves.The move to a district model will definitely facilitate closer working partnerships moving forward. Indeed SPEN’s workplans are a breath of fresh air and should be used as a model for the industry as a whole ”

Anonymous

“We are fully committed to collaborating with SPEN to improve

future network capacity and resilience on the Island. It is essential that necessary investments are made in advance to ensure possible construction do not hamper potential inward investment opportunities ”

Marco Campolucci-Bordi, Green Switch Solutions“We are really pleased with the SPEN work plan. It addresses all the issues and challenges that the distributed generation community is facing. SPEN is already a good DNO and with this plan it is heading

for the top. Keep up the great work ”


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SPEN recognises the importance of sharing of best practice between DNOs, other Utility providers and industry stakeholders that ultimately delivers benefit for our stakeholders and customers.

The DG-DNO Working Group established in 2012 is testament to this. This Working Group has brought together DNOs and stakeholders to share and address issues that affect Distributed Generation (DG) stakeholders nationally. It has been widely acknowledged that by sharing best practice between DNOs, stakeholders have received a better service than what might have been delivered through individual DNO’s working in isolation.

Heat Maps, Quote+ and Collaborative ConnectionsExamples of effective collaboration and those that SPEN have been directly involved in or have led, are the development of heat maps, the introduction of the ‘Quote +’ product and the use of collaborative connections (whereby a number of DG customers have had renewables connected to the network through a shared connection solution).

Opportunity to share best practice with DNOs through the development of the ICE Work Plans Recognising the mutual benefits of past successful collaboration, SPEN established two conference calls with other DNOs in March and April this year. The purpose of these joint calls was to discuss whether there was opportunity through the ICE process to share best practice and to identify any issues faced by stakeholders nationally, not just for DG stakeholders, but also for Metered and Unmetered stakeholders.SPEN are keen to ensure that any opportunity to share best practice is seized by all DNOs through ED1 and will be at the forefront at engaging with other DNOs in doing so. In our ‘Principal Commitments’ section we promise to do this.

SPEN and SSEPD have agreed to share best practice on a number of activitiesSPEN and SSEPD have agreed to work together to consider where opportunity to share best practice is available. Whilst these opportunities are not fully detailed yet, the areas that are being considered are as follows;

… The information being sought within our application forms; for Metered and Unmetered stakeholders we will work together to establish best practice in the information being sought to form an application

… The approach to engagement; for all stakeholders we will work together to consider how best stakeholders can be engaged to the benefit of both stakeholder and DNO as some stakeholders have expressed frustration at being engaged by different DNOs in similar ways

… In Scotland specifically, the Transmission system constraints that exist are widespread; for DG stakeholders, we will work together to tackle the ‘big issues’ such as the Statement of Works process, Queue Management and the ‘pass through of Transmission liabilities’

Opportunity to Share Best Practice with other DNO’s


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Our Principal Commitments Market Segment Timeframe Action All Key Strategic (Q1) (Q2) (Q3) (Q4) Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

We will collaborate with the Industry and other DNOs to address issues that are universally affecting stakeholders to ensure that best practice is shared in the application of innovative commercial 4 Satisfaction

arrangements and technology solutions to support the needs of our stakeholders.

We will continue to ensure that any opportunity to reduce the cost of connection through efficiencies 4 Cost in process and procurement of contracts are passed onto our customers.

.

We will work with other DNOs to develop and consult on the 4 Satisfaction .

Competition in Connections Industry Code of Practice (CoP).

We will reduce the overall time taken to connect by reducing the 4 Time .

average time we take to provide a quote by 20%.

We will reduce the overall time taken to connect by reducing the average period between 4 Time .

agreeing the works and completing the connection by 20%.

Our district organisational model will provide a more local service to you and we recognise that we must maintain a consistent application of process, particularly to those of you who work across our licence area.

4 Satisfaction .

We recognise that for those of you who work across our licence area, a single of point of contact is important. We will double the size of our Account Management team to enhance this service.

4 Satisfaction .

In Scotland, we recognise that our Distributed Generation (DG) stakeholders face some unique issues. We will continue to work closely with Scottish & Southern Energy Power Distribution (SSEPD), 4 Satisfaction

. National Grid Electricity Transmission (NGET) and Scottish Renewables as part of a working group to address the issues affecting our stakeholders in Scotland.

In Wales, we recognise that some of our DG customers also face some unique issues, particularly around connecting

to the higher voltage networks in the Anglesey area. We will continue to work closely with Welsh Government, Energy Island Programme and Isle of Anglesey County Council as part of a working group to address the issues 4 Satisfaction affecting our stakeholders on Anglesey and the wider North Wales area. We also work with these parties and other Local Authorities to address the issues affecting our rural customers.

We will engage with you over the course of the year to ensure 4 Satisfaction .

that we are addressing the issues that you face.

PC1

PC2

PC3

PC4

PC5

PC6

PC7

PC8

PC9

PC10


Distributed Generation Work Plan


18

To ensure that the application process is as simple as possible for you, whilst still providing us with all information necessary to deliver a connection offer that meets your needs

What we did in 2014 ... We established our Quote + product as a standard option and promoted this through our website, newsletter and direct mailing ... We simplified the application forms for <100kW applications ... We published a link to the ENA technical database on our website ... We held customer surgeries on validity periods and interactivity ... We published a consultation on whether the Quote + product meets your needs

This year, you have told us

“ We would like a simplified application tailored to our needs with a more consistent approach to the information you

request ”

“ We’d love to talk more to the area guys, Knowledge is overall far better, knowing more

about the areas and issues you guys have would make us search

the right areas ”



Application Process

LV Work HV & EHV WorkAccount Managed 3 3Repeat 3 3First-time 3 3

“ I haven’t used Quote + so far but it looks very helpful to speed up the

connections inquiry process ”

LV Work

HV&EHV Work

“ I have not yet used the simplified <100kw

application form, however online would help ”

LV Work

“ Reduce the amount of information required at the early stage in the process. e.g. narrative descriptions, scale drawing of wind turbine etc ”

HV&EHV Work

HV&EHV Work


19

Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Leverage the benefits of our District Model by providing you with a more local service Our ‘Monthly Connections Surgeries’ will be replaced with monthly ‘District Days’ at Stakeholder Interview 4 4 Satisfaction .


Survey Responses and record attendance

We will meet with you within five working days of a request to discuss Stakeholder Interview 4 4 Satisfaction . Meeting held within


You will be assigned with a named local contact Stakeholder Interview 4 4 Satisfaction . Success of contact

within one working day of your application being received

Survey Responses provided within 1 day Account Management Stakeholder Panel

Review the minimum information we request from you for the initial connection application As we did for <100kW DG projects, we will consult with you on what information Stakeholder Interview 4 4 Time .

Consultation published

you feel is appropriate to complete a G59 application form for >100kW but <1MW project Survey Responses

We will publish clear guidelines on our requirements for the size Stakeholder Interview 4 4 Time .

Guidance published

of generation connection being sought Survey Responses

Provide a facility that allows you to submit your connection application online We will provide a simple, tailored online application facility Stakeholder Interview 4 4 Time .

On-line facility available

on our connections website Survey Responses

Our online application facility will validate your information Stakeholder Interview 4 4 Time .


and provide on-screen ‘hint’ text to support you through the process Survey Responses

You will be able to upload supporting documents to assist us in Stakeholder Interview 4 4 Time .


processing your application i.e. photos, drawings, site development plans etc. Survey Responses

An automatic email acknowledging your submitted Stakeholder Interview 4 4 Time .

Automatic email provided

application will be provided Survey Responses

Provide additional support to ‘first-time’ customers For customers who have not requested a quote from us in the past we will pilot a ‘buddy’ system Survey Responses 4 4 Satisfaction .

Dedicated person assigned to which provides you with a local contact who will guide you through the application form

support ‘first-time’ customers

Application ProcessThis year we intend to...

DG1

DG2

DG3

DG4


20

18 Interviews

Information Provision

“ Heat maps do not give specific details about the capacity of the local transformers;

they just give general info for the infrastructure conditions which are not

so helpful sometimes ”

LV Work

“ If details of existing transformers/

substations - total capacity and headroom - could be

made available through the ‘UMV’ GIS system that would

be very helpful ”

HV&EHV Work

“ Heat maps, particularly in kmz format are the best offered by any DNO.

Only area for improvement is how regularly these are updated & made available to

stakeholders. We are all aware that this is a fairly fluid situation and making regular updates available would be helpful ”

HV&EHV Work

“ The tools that you have

available could be better advertised ”

HV&EHV Work

“ Access to real-time data (or as close to)

that can allow the customer to reach informed conclusions without having to go through the formal quote process ”

HV&EHV Work

To ensure we provide all our customers with clear and concise information and data that allows customers to undertake their own assessment of their connection needs before seeking a formal connection offer

What we did in 2014 ... We refreshed our 11kV heatmaps with updated data ... To compliment our 11kV heatmaps we published 33kV heatmaps and a version with transmission constraints considered ... We strengthened the information provided within our guidance leaflets and published these on our website



515 Surveys Issued 47 Responses Received


21

Information ProvisionThis year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Improve the way we provide information to facilitate a better connections process We will ensure that our existing account managed portfolio are made aware of all the Stakeholder Interview 4 4 Satisfaction .

Details of available info. provided information we provide to facilitate their connection, including relevant access to our GIS maps

Survey Responses to account managed portfolio,

awareness and uptake increased

We will publicise the information that we provide through 4 4 Satisfaction . Campaign created and targeted

an awareness campaign

Survey Responses communications issued

Where you have told us that some the information we provide is difficult to understand Stakeholder Interview 4 4 Satisfaction . Simple overviews and guidance

(e.g. some of our tech. specifications) we will provide a simplified overview and offer guidance Survey Responses provided

We will provide a list and synopsis of relevant connections technical 4 4 Satisfaction . List provided and design specifications on request Survey Responses

Strengthen the content of our ‘heat maps’ and ‘contracted capacity’ registers so that they are of greater value to you when considering your projects We will update our ‘heat maps’ biannually and our ‘contracted capacity’ Survey Responses 4 4 Satisfaction . Heat maps updated biannually and register Monthly Customer Workshops contracted capacity register updated monthly

Our ‘heat maps’ and ‘contracted capacity’ resources will be combined Survey Responses 4 4 Satisfaction .

Combined maps published

into a single platform

Some of you have told us that you would like our ‘heat maps’ to be available interactively Stakeholder Interview online, rather than you having to load these onto your own GIS platform. We will consult Survey Responses 4 4 Satisfaction . N/A with you to determine what you would like this facility to provide and whether it can be achieved within our existing GIS platform

Provide load information on our 33kV and 11kV networks for our customers We will publish minimum and maximum load information Stakeholder Interview 4 4 Time

33kV information available on the on all our 33kV circuits Survey Responses website Account Management

We will publish minimum and maximum load information Stakeholder Interview 4 4 Time 11kV information available on the

on all our 11kV circuits

Survey Responses website Account Management

We will investigate and issue our findings on whether similar information can be Stakeholder Interview 4 4 Time Investigation complete

provided for all our 11kV substations Survey Responses and findings published Account Management

We will investigate and issue our findings on whether similar information can be Stakeholder Interview 4 4 Time Investigation complete

provided for all our LV circuits Survey Responses and findings published

Account Management

DG5

DG6

DG7


22



Communication

To communicate with our customers in the manner in which they seek, within acceptable timeframes and with the quality our customers deserve

What we did in 2014 ... We introduced ‘hot topics’ within our customer surgeries driven by your needs/requirements ... We issued a ‘getting connected’ newsletter and also provided our customers ability to register for regular updates ... We implemented a new ‘CRM’ (Customer Relationship Management) system to improve our contact with you ... We enhance our methods for communicating with stakeholders through the use of industry bodies (e.g. Scottish Renewables, Renewable UK)


“ We require clarity on minimum information required upon application, what is required and what is

actually used ”

HV&EHV Work

“ The communication has got significantly better but we still want a more local

contact with good on the ground knowledge ”

HV&EHV Work

“ The follow up on a regular basis between the applicant

and DNO officer streamlines the whole process. Productive communication

between both sides is crucial to my opinion ”

LV Work

“ Keep your regular customers updated.

Most of this survey refers to services of which we do not

know exists ”

LV Work

CHP



23

Communication This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Alternative methods for communicating with you We will develop YouTube clips of our key processes Industry Events 4 4 Satisfaction .

YouTube clips available

(e.g. ‘Your Works’ to Metering Process) and where to find key resources on our website Survey Responses

We will use industry bodies and trade associations

Industry Events 4 4 Satisfaction .

Circulation list developed

to distribute key messages and updates Survey Responses and messages distributed

You will be able to register your details with us to receive regular relevant updates

Survey Responses 4 4 Satisfaction .

Registration facility available online (e.g. our quarterly newsletter)

Leverage the benefits of our District Model by providing you with a more local service We will notify you with contact details

Stakeholder Interview

4 4 Satisfaction .

Communication issued

of key district personnel Survey Responses

We will update our website with contact details Stakeholder Interview 4 4 Satisfaction .

Website updated


‘Launch Days’ will be organised in each district to introduce the team Stakeholder Interview 4 4 Satisfaction .

‘Launch days’ held at each district

and publicise the enhanced local focus that the new structure brings Survey Responses Survey Responses

Once you have accepted your connections offer, Stakeholder Interview 4 4 Satisfaction .

Contact provided within 2 days

we will confirm who your assigned Delivery contact is within two working days Survey Responses Account Management

We will extend the scope of our ‘District Days’ at our local depots to cater for Stakeholder Interview 4 4 Time .

District Days published the resolution of any technical issues you may have Survey Responses Account Management

We will commit to meeting with you within five working days Stakeholder Interview 4 4 Satisfaction .

Meeting requested and held

if you request a pre-construction meeting Survey Responses within 5 days

Account Management

We will meet with you on-site to discuss your technical issues Stakeholder Interview 4 4 Time .

Meeting offered within

within five working days of a request Survey Responses 5 working days

Account Management

DG8

DG9


24

Choice

“ Would be good to have discussion with regards to DG issues to ensure that there is no

repetition plus a point of contact ”

HV&EHV Work

“ It might help if we could novate another to do contestable works and the DNO

coordinate the interface ”

HV&EHV Work




We want to ensure that you make the right choice when making a new connection to our network, whether that is with an alternative connection provider or otherwise

What we did in 2014 ... We implemented a full breakdown of costs within our connection offers ... Enhanced our process for inspection and monitoring of contestable works ... Introduced monthly meetings with ICP/IDNO’s to go through projects in detail and resolve any issues ... Carried out additional training and support sessions for our new RADAR system ... We introduced biannual Alternative Connection Provider workshops


“ Self determination of POCs would really help open up

the competitive market ”

HV&EHV Work


25

Choice This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Accreditation We will recognise other DNOs’ accreditations of alternative providers

Customer Workshops

4 4 Time .

Process updated and communicated and use them as evidence to provide accreditation Code of Practise

We will provide an improved accreditation training programme

Customer Workshops 4 4 Time .

Access to training provided

and access to training Code of Practise

We will also recognise other training providers Customer Workshops 4 4 Time Process updated and communicated

who provide an accredited programme Code of Practise

We will publish and communicate

Customer Workshops 4 4 Time .

Workshops held with Stakeholders

these changes to you Code of Practise

Self-Determination of Point of Connection (POC) We will provide training for the determination of the POC Customer Workshops 4 Time .

Process updated and communicated

for alternative connection providers Code of Practise

Design Approval We will review, update and add design and technical specifications Stakeholder Interview 4 Time .

Review completed and updates

where they are currently not available Customer Workshops

published

Code of Practise

Inspection & Monitoring We will develop and publish a process for the self-inspection Customer Workshops 4 4 Cost .


of contestable works Code of Practise

We will provide a standardised mechanism for recording

Customer Workshops 4 4 Cost .

Process updated and communicated and reporting self-inspection Code of Practise

We will develop robust adoption agreements

Customer Workshops 4 4 Cost .

Adoption agreements revised to reflect the revised process Code of Practise

Link Boxes We will remove the universal requirement

Customer Workshops

4 Cost .


for link boxes Code of Practise

We will align our link box policy with Customer Workshops 4 Cost .


the provision of Emergency Response Code of Practise

An alternative means for recording the IDNO boundary Customer Workshops 4 Cost .


will be developed Code of Practise

DG10

DG11

DG12

DG13

DG14


26

Choice [continued]

This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Emergency Service Provision We will provide an emergency telephone number for

Customer Workshops

4 4 Satisfaction .

Telephone number provided

the provision of Emergency Response Code of Practise

We will agree a scope of service and Customer Workshops 4 4 Satisfaction .

Scope of service agreed

communication channels with IDNOs Code of Practise

We will provide a schedule of charges Customer Workshops 4 4 Satisfaction . Schedule of charges and standards

and standards of performance Code of Practise of performance provided

Choices Available to You We will provide a list of alternative connections providers active within our area by

Customer Workshops

4 4 Satisfaction .

List published

considering who has applied for a non-contestable quote in the last twelve months Code of Practise

We will also provide a facility to allow alternative connection providers Stakeholder Interview 4 4 Satisfaction .

Online facility available

to register their details and services offered Customer Workshops Code of Practise

Develop an ‘industry portal’ that provides you with the opportunity to seek which alternative connection providers would be interested in delivering the contestable works on your project As a trial, we will ask our customers if they wish us to circulate their connection requirements Stakeholder Interview 4 4 Satisfaction

Trial commenced

to alternative connection providers who can then contact the customer directly to offer Customer Workshops an alternative quote Code of Practise

We will engage with all active alternative connection providers within our licence area Stakeholder Interview 4 4 Satisfaction Alternative connection providers

to establish their interest in being involved in this trial Customer Workshops engaged Code of Practise

Should this trial be successful, we will consider implementing a ‘bulletin board’ facility on our Stakeholder Interview 4 4 Satisfaction

Facility provided in RAdAR

current portal (RAdAR) to inform alternative connection providers of customers who have Customer Workshops requested alternative quotes Code of Practise

Part funded connections As a trial we will allow alternative connection providers to undertake part funded

Customer Workshops

4 4 Cost .

Trial undertaken

connections (e.g. reinforcement), where an appropriate opportunity arises Code of Practise

Using the findings from the trial we will develop an approach that allows alternative Customer Workshops 4 4 Cost

Enduring process implemented

connection providers to undertake part funded connections as an enduring process Code of Practise

DG15

DG16

DG17

DG18


27

Enablers to Connection We want to remove, where possible, all perceived barriers to connection and will do so by listening to your feedback and seeking resolution

What we did in 2014 ... We implemented a revised upfront payment plan policy ... We improved our breakdown of costs that we provide in our connection offers ... Consulted with you on a process for stalled or heavily delayed projects ... We revised our substation enclosure policy to allow GRP enclosures to be used for 11kV connections ... We reviewed the potential use of voltage control technology on the HV network ... Explored the use of dynamic line rating technology for the 132kV and 33kV networks


“ Not aware the payment policy has

been revised”

HV&EHV Work

“ Yes, make your wayleave process consistent and transparent and more flexible. More initial dialogue at the

initial application stage to assist with focussing on what the customer needs ”

HV&EHV Work




“ I want to be able to choose whether I proceed with

the non-contestable work or full works from the one

connection offer ”

HV&EHV Work

“ We would like more flexibility in your terms and conditions and a faster response

when a queries is raised”

HV&EHV Work

Consultant


28

Enablers to Connection This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

The provision of Land Rights on your connection project Stakeholder Interview & Panel We will publish our approach to securing land rights Survey Responses 4 4 Satisfaction .

Policy published

on our website Account Management

We will review and, where appropriate, adapt our approach to connection quotations Stakeholder Interview & Panel and agreements to ensure there is greater clarity on the obligations of all parties under Survey Responses 4 4 Satisfaction . Revised Connection Agreements the agreement Account Management utilised

We will provide a process flow chart on our website, setting out our Stakeholder Interview & Panel 4 4 Satisfaction .

Process flow chart published

“cradle to grave” connection process, highlighting land rights Survey Responses Account Management

Our land and planning officers will be based in your local district offices (alongside your Stakeholder Interview & Panel 4 4 Satisfaction .

L&PO based locally

project manager) to ensure there is a cohesive approach to the delivery of your connection Survey Responses Account Management

Five days after we inform our Land and Planning Team of your requirements for Stakeholder Interview & Panel 4 4 Satisfaction .

L&PO advised within 5 days

a connection, we will advise you who your nominated Land Officer will be Survey Responses Account Management

Where appropriate, standardised documentation will be used Stakeholder Interview 4 4 Satisfaction .

Standardised documentation utilised

with you to achieve land rights on your projects Survey Responses Stakeholder Panel

Provide you with the ability to accept either the non-contestable works or full works on any connection offer we provide you We will extend our current ‘dual offer’ facility to all of Stakeholder Interview

4 4 Satisfaction .

Facility provided

our connections offers being requested Survey Responses

Provide flexibility in our approach to your individual project needs Stakeholder Interview Where you require clarity or discussion on our Terms & Conditions Survey Responses 4 4 Satisfaction .

Service provided

we will commit to responding to you within five working days Stakeholder Panel

We will consult with you on our revised Payment Terms policy Stakeholder Interview 4 4 Satisfaction .

Consultation paper published

to ensure that it is fit for purpose Survey Responses Stakeholder Panel

Roll-out Active Network Management (ANM) across our licence area We will identify and publish a list of GSPs for the roll-out of ANM,

National DG DNO Working 4 Time .

List of GSPs provided

taking account of the impact to the transmission network

We will communicate the policy and process for connecting under an ANM scheme National DG DNO Working

4 Time .

Policy published

using learnings from our Accelerating Renewable Connections (ARC) project

DG19

DG20

DG21

DG22


29

Enablers to Connection [continued] This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Implement ‘non-firm’ connection offers as business as usual We will consult with you on a proposed policy and process for Account Management 4 4 Time .


‘non-firm’ connections National DG DNO Working

We will review our proposals and finalise our policy and process Account Management 4 4 Time .

Review concluded

based on the feedback received during the consultation National DG DNO Working

We will publish where ‘non-firm’ offers cannot be made Account Management 4 4 Time . Areas published

within our licence area National DG DNO Working

We will implement our ‘non-firm’ connections policy and publish a list Account Management 4 4 Time . Policy published

of the information we require to provide you with a ‘non-firm’ quotation National DG DNO Working

Implement a formal policy for the termination of ‘stalled’ projects We will consult with you on our proposed criteria,

Account Management

4 4 Time .


process and policy for terminating ‘stalled’ projects National DG DNO Working

We will review our proposals and finalise our criteria, process and policy Account Management 4 4 Time .

Review concluded

based on the feedback received during the consultation National DG DNO Working

We will publish our criteria and process for Account Management 4 4 Time .

Policy published

terminating ‘stalled projects’ National DG DNO Working

We will commit to a biannual review of our contracted projects to identify Account Management 4 4 Time .

Bi-annual review commenced

any ‘stalled’ projects and exercise our termination rights where appropriate National DG DNO Working

Allowing the use of ‘export management devices’ as business as usual We will publish the criteria, process and policy for the use of Account Management 4 Cost .

Policy published

‘export management devices’ on our network National DG DNO Working

Consult with you on the provision of an end-to-end online facility to manage you through the Connections process Some of you have told us that you would like us to provide you with an online facility Stakeholder Interview

Consultation and subsequent

that manages the end-to-end connections process. We will consult with you to Survey Responses 4 4 Time . findings published

determine the feasibility and value of implementing such a facility Account Management

Some of you have told us that you would like the ability to design your connection online. Stakeholder Interview Consultation and subsequent

We are due to implement an online design tool for minor connections customers in April 2015. Survey Responses 4 4 Time .

findings published

We will consult with you to determine the value in extending this facility for our major Account Management connections customers

DG23

DG24

DG25

DG26


30

Distribution / Transmission Interface We want to work with customers to ensure they understand the transmission constraints we operate under, whilst working closely with the Transmission Systems Operator, National Grid Electricity Transmission Plc (NGET) to guarantee an efficient and transparent interface.

What we did in 2014 ... We continue to work with NGET in relation to the SoW process. ... We have published guidance on areas of our network which are impacted by transmission works ... We continue to work with NGET and SPT regarding queue management and the impact on shovel ready projects ... We are also working with SPT and NGET to develop commercial arrangements which will enable projects to connect in advance of the completion of transmission works


“ Upgrade work on network not happening fast enough. Not enough capacity for

number of wind turbines wanting to connect ”

“ Good practice in non-firm contracts; flexibility &

other services to the networks ” “ You need to look at queue management, capacity

register &milestones ” “ The TD/DNO

interface needs to be looked at and transmission charging reviewed ”

18 Interviews

DG DNO Working Group,Scottish Renewables

Working Group, Account Managed Portfolio


HV&EHV Work

Trade Body

HV&EHV Work

Trade Body

HV&EHV Work

Trade Body

HV&EHV Work

Trade Body


31

Distribution / Transmission Interface This year we intend to... Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Our role in the Statement of Works process Customer Workshops We will publish our policy on the administration of the Statement of Works (SoW) Account Management 4 4 Time .

Policy published

process within your distribution connection quotation National DG DNO Working

We will host customer workshops to communicate this policy Account Management 4 4 Time .

Customer workshops held

National DG DNO Working

Our role in managing the ‘contracted queue’ impacted by requisite Transmission Works We will continue to engage with relevant stakeholders to identify


4 4 Time . Continue to work with Industry

opportunities to allow queue progression for ‘shovel ready’ projects bodies

Similar to our internal ‘stalled’ project policy, we will work with National Grid National DG DNO Working Terms amended and obligations

to amend the terms of connection offers; placing additional obligations on 4 4 Time .

places on new developers you to advance ‘stalled’ projects and minimise future occurrences

Our role in the ‘pass through of Transmission liabilities’ (CMP223) Upon conclusion of CMP223 we will review and publish


4 4 Cost .

Policy paper published

our policy based on the outcome

We will host customer workshops to National DG DNO Working 4 4 Cost . Customer workshops held communicate this policy

DG27

DG28

DG29


32

Communities

“ Clearly communicate all the information relating to both

distribution and transmission works in the one connection offer, and follow up with a phone conversation to ensure the customer has understood the interaction

between the two ”

“ Ensure that all the payment processes

(SoW, deposit, staged payments) for the customer are aligned so that any financial dependencies between

T and D are made clear and work can be progressed in parallel ”

“ Communicate the option of having up to xkW

of permitted export while the transmission constraint is in place, and as far as possible model this on a case by case basis to ensure

as much capacity is released as possible ”

“ Develop detailed guidance on the technical requirements for

G59 generators with a capacity greater than their permitted export capacity,

but with export limiting systems to enable supply to on-site loads ”

18 Interviews


To ensure we recognise community projects and provide assistance for communities who want to get a connection to the electricity network.

What we did in 2014 ... We provided a dedicated email address specifically for communities to ensure speedy and direct communication ... We held workshops in both our licensed areas for community groups to assist them through the process


DG DNO Working Group,Scottish Renewables

Working Group, Community Groups

HV&EHV Work

Community Group

HV&EHV Work

Community Group

LV Work

Community Group

HV&EHV Work

Community Group


33

Market Segment Timeframe Action Source of LV HV & EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Provide additional support to our Communities For recognised communities who have not requested a quote from us in the past Industry Events

Dedicated person assigned to

we will pilot a ‘buddy’ system, providing you with a local contact who will guide you Community Representative 4 4 Satisfaction . support ‘first-time’ customers

through the application form National DG DNO Working

Leverage the benefits of our District Model by providing you with a more local service Industry Events We will host local workshops with you to help you through

Community Representative

4 4

Satisfaction .

Local workshops hosted

the connection process for your community project National DG DNO Working

We will meet with you on-site to discuss your project Industry Events 4 4 Satisfaction . On-site meetings held

within five working days of a request Community Representative National DG DNO Working

Provide a comprehensive guidance document for communities seeking a connection We will develop and publish a guide to help community organisations

Industry Events

4 4

Satisfaction .

Guidance document published

(such as Community Energy Scotland and Community Energy Wales) Community Representative communicate the connections process with local residents at the outset of a project National DG DNO Working

Communities This year we intend to...

DG30

DG31

DG32


Metered Work Plan


35

“ The application process is straight forward

however the time involved to get a job up and running with a dedicated

engineer is far too long ”

Application ProcessTo ensure that the application process is as simple as possible for you, whilst still providing us with all information necessary to deliver a connection offer that meets your needs

What we did in 2014 ... Introduced tailored ‘Welcome Packs’ by project type to provide relevant information depending on the type of connection being requested ... Reviewed and simplified our current application forms ... Introduced a new central email address for you to send your new enquiries ... We acknowledge receipt of your application and will contact you within three working days to discuss


“ So, ideally a bit more availability of engineering time at

the front end of enquiries (particularly for larger multi-phased) developments

would be of value ”

HV Work

HV Work

“ On application, we are both clear on what is

being requested and that it is the most appropriate request in each

circumstance ”

HV Work

“ As a local authority we previously enjoyed contact with local engineers and an

account manager. As a client it is difficult to make contact with you when our contractors or

subcontractors make applications on our behalf ”

LV Work

Consultant

29 Interviews1,209 Surveys Issued


LV Work HV Work HV&EHV EHV & AboveAccount Managed 3 3 3 3Repeat 3 3First-time 3 3


36

Application ProcessThis year we intend to... Market Segment Timeframe Action Source of LV HV HV & EHV EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work & Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Leverage the benefits of our District Model by providing you with a more local service Our ‘Monthly Connections Surgeries’ will be replaced with monthly ‘District Days’ at Stakeholder Interview 4 4 4 4 Satisfaction x


Survey Responses

and record attendance

We will meet with you within five working days of a request to discuss Account Management 4 4 4 4 Satisfaction x Meeting held within


You will be assigned with a named local contact Stakeholder Interview & Panel 4 4 4 4 Satisfaction x Success of contact

within one working day of your application being received Survey Responses

provided within 1 day

Account Management

Review the minimum information we request from you for the initial connection application We will consult with you on what information you feel is appropriate to complete Stakeholder Interview 4 4 4 4 Time x


an application form for your projects Survey Responses

We will publish clear guidelines on our requirements for each Stakeholder Interview 4 4 4 4 Time x

Guidance published

application form associated with your project Survey Responses

Provide a facility that allows you to submit your connection application online We will provide a simple, tailored online application facility Stakeholder Interview 4 4 4 4 Time x



Our online application facility will validate your information Stakeholder Interview 4 4 4 4 Time x



You will be able to upload supporting documents to assist us in Stakeholder Interview 4 4 4 4 Time x


processing your application i.e. photos, drawings, site development plans etc Survey Responses

An automatic email acknowledging your submitted application Stakeholder Interview 4 4 4 4 Time x


will be provided Survey Responses

Provide an online estimation tool We will develop a site location plan drawing tool (for up to 25 plots per customer) allowing you to Stakeholder Interview indicate your property or site and proposed connection point(s) to support your online application Survey Responses 4 4 4 4 Time x Facility available on line

We will monitor the level of demand for this tool and seek your feedback to inform Stakeholder Interview 4 4 4 4 Time x Feedback sought and

the development of any future IT online services Survey Responses findings published

Extend the principles of ‘Quote +’, our free-of-charge feasibility study offer, to all metered customers We will provide details of what capacity is currently available Stakeholder Interview 4 4 4 Time x

Information provided

i.e. where your connection will not require a reinforcement to the network Survey Responses

We will introduce a voluntary standard of 20 working days Stakeholder Interview 4 4 4 Time x

‘Quote +’ study introduced

for you to receive your ‘Quote +’ study Survey Responses

Provide additional support to ‘first-time’ customers For customers who have not requested a quote from us in the past we will pilot a ‘buddy’ system Stakeholder Interview 4 4 4 4 Satisfaction x

Dedicated person assigned to which provides you with a local contact who will guide you through the application form Survey Responses support ‘first-time’ customers

M1

M2

M3

M4

M5

M6


37

“ It would be good to have guidance documents for non-domestic connections such as cable

ducting, meter installations, depth guides for underground services ”

“ We would appreciate being able to access records of

existing cables and substations and sometimes pay third parties for this

information ”

Information Provision

To ensure we provide all our customers with clear and concise information and data that allows customers to undertake their own assessment of their connection needs before seeking a formal connection offer

What we did in 2014 ... Published ‘Our Process Explained’ leaflet on our website and issue a copy with our welcome pack ... Upon request we will provide access to our cable records ... Published a ‘jargon buster’ to explain some of our most frequently used technical terms ... Provided online calculators to provide an estimate of costs prior to application ... Created and published metering guidance leaflets to assist with getting meters installed


“ We would find it handy to be able to

view the sizes of transformers on your maps ”

“ Substation load information would be useful. The Long Term Development Statement does include information on Primary SS loadings but it is unclear how up to date this

information is ”

“ We are still unclear how to be granted access to cable record plans online ”




HV Work

ConsultantLV

WorkHV

WorkDeveloper

HV Work

ConsultantHV

WorkDeveloper


38

Market Segment Timeframe Action Source of LV HV HV & EHV EHV Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work &Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Improve the way we provide information to facilitate a better connections process We will ensure that our existing account managed portfolio are made aware Stakeholder Interview Details of available information of all the information we provide to facilitate their connection, Survey Responses 4 4 4 4 Satisfaction x provided to account managed including relevant access to our GIS maps portfolio, awareness and uptake increased

We will publicise the information that we provide through Survey Responses 4 4 4 4 Satisfaction x Campaign created and targeted

an awareness campaign communications issued

Where you have told us that some of the information we provide is difficult to understand Stakeholder Interview 4 4 4 4 Satisfaction x Simple overviews and

(e.g. some of our technical specifications) we will provide a simplified overview and offer guidance Survey Responses guidance provided

We will provide a list and synopsis of relevant connections technical Stakeholder Interview 4 4 4 4 Satisfaction x

List provided

and design specifications on request Survey Responses

Provision of an on-line power conversion tool We will provide an online facility that allows you to convert your Survey Responses 4 4

Satisfaction

x On-line facility available

power requirements from kilowatts (kW) to Amps (A) and vice versa

Provide load information on our 33kV and 11kV networks for our customers Stakeholder Interview We will publish minimum and maximum load information Survey Responses 4 4 Time

33kV information available on all our 33kV circuits Account Management on the website

We will publish minimum and maximum load information Stakeholder Interview 4 4 Time

11kV information available on all our 11kV circuits Survey Responses on the website Account Management

We will investigate and issue our findings on whether similar information can be Stakeholder Interview 4 4 Time

Investigation complete provided for all our 11kV substations Survey Responses and findings published Account Management

We will investigate and issue our findings on whether similar information can be Stakeholder Interview 4 4 Time

Investigation complete provided for all our LV circuits Survey Responses and findings published Account Management

Information ProvisionThis year we intend to...

M7

M8

M9


39

“ It would be good to be better informed on G59 for

demand applications ”

“ Communication is key. A prestart meeting to agree dates and routes and restrictions is essential and

confirmation of actual attendance date closer to the time ”

Communication To communicate with our customers in the manner in which they seek, within acceptable timeframes and with the quality our customers deserve

What we did in 2014 ... Increased our attendance at industry events and improved our relationships with key trade bodies and trade associations ... Published on our website key contact details for our Account Managers and Heads of Design and Delivery ... Embedded into our design and delivery process key touch points in your project that your Design resource or Project Manager will contact you to discuss your project


“ I would like to contact a

designer with local knowledge ”

LV Work

HV Work

“ As a local authority we previously enjoyed contact with local engineers and

an Account Manager. As a client it is difficult to make contact with you when our contractors or subcontractors make

39

applications on our behalf ” HV

Work

“ Communication at all stages would be welcomed. Sometimes, the reassurance that

the request is being progressed allows us to pass this reassurance

on to the client ”

HV Work

LV Work





40

CommunicationThis year we intend to... Market Segment Timeframe Action Source of LV HV HV & EHV EHV & Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Alternative methods for communicating with you We will develop YouTube clips of our key processes Stakeholder Interview 4 4 4 4 Satisfaction x


(e.g. ‘Your Works’ to Metering Process) and where to find key resources on our website

Survey Responses

We will use industry bodies and trade associations Stakeholder Interview 4 4 4 4 Satisfaction x Circulation list developed and

to distribute key messages and updates Survey Responses messages distributed

You will be able to register your details with us to receive regular relevant updates Stakeholder Interview 4 4 4 4 Satisfaction x Registration facility

(e.g. our quarterly newsletter) Survey Responses

available online

Leverage the benefits of our District Model by providing you with a more local service We will notify you with contact details Stakeholder Interview 4 4 4 4 Satisfaction x



We will update our website with contact details Stakeholder Interview 4 4 4 4 Satisfaction x

Website updated


‘Launch Days’ will be organised in each district to introduce the team Stakeholder Interview 4 4 4 4 Satisfaction x ‘Launch days’ held

and publicise the enhanced local focus that the new structure brings Survey Responses at each district

Once you have accepted your connections offer, Stakeholder Interview 4 4 4 4 Satisfaction x


we will confirm who your assigned Delivery contact is within two working days Survey Responses

We will extend the scope of our ‘District Days’ at our local depots to cater for Stakeholder Interview 4 4 4 4 Time x

District Days Published

the resolution of any technical issues you may have Survey Responses

We will commit to meeting with you within five working days Stakeholder Interview 4 4 4 4 Satisfaction x Meeting requested and

if you request a pre-construction meeting Survey Responses held within 5 days

We will meet with you on-site to discuss your technical issues Stakeholder Interview 4 4 4 4 Time x Meeting offered within

within five working days of a request Survey Responses 5 working days

Provide additional support to you when there is a distributed generation element to your project, for those who are new to this process Stakeholder Interview We will host customer workshops to discuss the G83 and G59 Survey Responses 4 4 4 4 Time x

Workshop dates published

application processes that accompany your metered connection application Account Management

We will publish guidance on how to complete the G59 ENA form Stakeholder Interview 4 4 4 4 Time x

Guidance published

Survey Responses Account Management

We will provide you with access to a local distributed generation Stakeholder Interview 4 4 4 4 Time x Contact available and

specialist to answer any queries that you may have Survey Responses contact details published Account Management

M10

M11

M12


41

Communication [continued]

This year we intend to... Market Segment Timeframe Action Source of LV HV HV & EHV EHV & Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

On occasion, we recognise there can be delays to getting your meter fitted. While this is not within our direct control we will provide support and assistance We will deliver an awareness campaign through multiple channels Survey Responses 4 4 4 4 Time x

Information published that ensures customers are more aware of the information we provide

Account Management

on website

We will readily make available to you the key contacts Survey Responses 4 4 4 4 Time x Information published on

within all suppliers Account Management website and available on request

A ‘Metering Champion’ will be identified within each district that will provide Survey Responses 4 4 4 4 Time x

Metering champions appointed a point of escalation if you face difficulties getting your meter fitted Account Management

M13


42

“ It would be good if you offered on online portal

providing details on ACPs. There are a number of companies that do offer

this service but at a cost ”

Consultant

Choice We want to ensure that you make the right choice when making a new connection to our network, whether that is with an alternative connection provider or otherwise

What we did in 2014 ... Introduced monthly meetings with ICP/IDNO’s to go through projects in detail and resolve any issues ... Introduced a new system RADAR, for tracking all non-contestable connection costs and requests providing the ability to self register projects ... Carried out additional training and support sessions for our new RADAR system ... We introduced biannual Alternative Connection Provider workshops


LV Work

“ Not sure of the truth but the IDNO did suggest

that SP had been slow to respond in relation to the POC ”

HV Work




“ It would be useful if other DNOs accreditations

were accepted and any differences highlighted ”

DeveloperHV

Work


44

ChoiceThis year we intend to... Market Segment Timeframe Action Source of LV HV HV & EHV EHV & Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Accreditation We will allow alternative connection providers to work Customer Workshops 4 4 Time x

Process updated and under their own safety rules

Code of Practice

communicated

We will recognise other DNOs accreditations of alternative connection providers Customer Workshops 4 4 Time x

Process updated and and use them as evidence to provide accreditation Code of Practice communicated

We will provide an improved accreditation training programme Customer Workshops 4 4 4 4 Time x


and access to training Code of Practice

We will publish and communicate Customer Workshops 4 4 4 4 Time x Workshops held with

these changes to you

Code of Practice

Stakeholders

Self-Determination of Point of Connection (POC) We will provide regular updates to the Customer Workshops 4 4 4 4 Time x

Information published

load information provided Code of Practice

We will implement a national agreement Customer Workshops 4 4 4 4 Time x Process updated and

for substation access Code of Practice communicated

We will provide training for the determination of the POC Customer Workshops 4 4 Time x


for alternative connection providers Code of Practice

Alternative connection providers will be allowed to Customer Workshops 4 4 Time x Process updated and

self-determine their own POCs Code of Practice communicated

We will implement a process to provide technical support Customer Workshops 4 4 4 4 Time x Process updated and

and design advice Code of Practice communicated

Design Approval We will review, update and add design and technical specifications Customer Workshops 4 4 4 4 Time x

Review completed and where they are currently not available Code of Practice updates published

Alternative connection providers will be allowed to Customer Workshops 4 4 Time x Process updated and

undertake their own design approval of the contestable works Code of Practice communicated

We will implement a process for providing technical support Customer Workshops 4 4 4 4 Time x Process updated and


We will develop robust adoption agreements to reflect Customer Workshops 4 4 4 4 Time x

Adoption agreements revised

the revised process Code of Practice

Inspection & Monitoring We will develop and publish a process for the self-inspection Customer Workshops 4 4 4 4 Cost x

Process updated and of contestable works

Code of Practice

communicated

We will provide a standardised mechanism for recording Customer Workshops 4 4 4 4 Cost x Process updated and

and reporting self-inspection Code of Practice communicated

We will develop robust adoption agreements Customer Workshops 4 4 4 4 Cost x


to reflect the revised process Code of Practice

M14

M15

M16

M17


43

Choice [continued]


Link Boxes We will remove the universal requirement Customer Workshops 4 4 4

Cost x Process updated and

for link boxes Code of Practice communicated

We will align our link box policy with Customer Workshops 4 4 4 Cost x

Process updated and the provision of Emergency Response Code of Practice communicated

An alternative means for recording the IDNO boundary Customer Workshops 4 4 4 Cost x Process updated and

will be developed Code of Practice communicated

Emergency Service Provision We will provide an emergency telephone number for Customer Workshops 4 4 4 4 Satisfaction x Telephone number provided

the provision of Emergency Response Code of Practice

We will agree a scope of service and Customer Workshops 4 4 4 4 Satisfaction x

Scope of service agreed

communication channels with IDNOs Code of Practice

We will provide a schedule of charges Customer Workshops 4 4 4 4 Satisfaction x Schedule of charges & standards

and standards of performance Code of Practice of performance provided

Choices Available to You We will provide a list of alternative connection providers active within our area by Customer Workshops 4 4 4 4 Satisfaction List published

considering who has applied for a non-contestable quote in the last twelve months Code of Practice

We will also provide a facility to allow alternative connection providers Customer Workshops 4 4 4 4 Satisfaction


to register their details and services offered Code of Practice

Develop an ‘industry portal’ that provides you with the opportunity to seek which alternative connection providers would be interested in delivering the contestable works on your project As a trial, we will ask our customers if they wish us to circulate their connection requirements Customer Workshops 4 4 4 4 Satisfaction

Trial commenced

to alternative connection providers who can then contact the customer directly to offer Code of Practice an alternative quote Stakeholde r Interview

We will engage with all active alternative connection providers within our licence area Customer Workshops 4 4 4 4 Satisfaction Alternative connection

to establish their interest in being involved in this trial Code of Practice providers engaged Stakeholde r Interview

Should this trial be successful, we will consider implementing a ‘bulletin board’ facility on our Customer Workshops 4 4 4 4 Satisfaction


current portal (RAdAR) to inform alternative connection providers of customers who have Code of Practice requested alternative quotes Stakeholde r Interview

Part funded connections Customer Workshops As a trial we will allow alternative connection providers to undertake part funded connections Code of Practice 4 4 4 4 Cost Trial undertaken

(e.g. reinforcement), where an appropriate opportunity arises Stakeholde r Interview

Using the findings from the trial we will develop an approach that allows alternative connection Customer Workshops 4 4 4 4 Cost

Enduring process implemented

providers to undertake part funded connections as an enduring process Code of Practice Stakeholde r Interview

M18

M19

M20

M21

M22


45

“ Legals is usually an extremely drawn out process. The process and timescales needs

to be reduced dramatically, as often impacts the power on date

of installations ”

Enablers to Connections We want to remove, where possible, all perceived barriers to connection and will do so by listening to your feedback and seeking resolution

What we did in 2014 ... We revised our payment plan policy offering a smaller upfront payment and future milestone ... We introduced dual offer letters for our 33kV and greater than 5MW connection offers, providing you with the ability to either accept the non-contestable or full works ... We updated our Grantors charter and published this on website ... We provided greater detail in breakdown of costs within our offer letters


“ Always takes too long, there is an inconsistency in approach

particularly with external solicitors. Always seem to start from scratch

rather than use previous agreements with landowners as starting point ”

HV Work




DeveloperHV

WorkDeveloper

“ Please consider commencing works without

full payment up front ”

HV Work

“ If you mean providing a quote which has Contestable

and Non Contestable broken out for independent acceptance then this would

be good”

HV Work

Consultant

“ Perhaps having some kind of online project tracking would be useful”

LV Work


46

Enablers to ConnectionsThis year we intend to... Market Segment Timeframe Action Source of LV HV HV & EHV EHV & Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action Work Work Work Above Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

The provision of Land Rights on your connection project Stakeholder Interview & Panel We will publish our approach to securing land rights Survey Responses 4 4 4 4 Satisfaction x

Policy published

on our website

Account Management

We will review and, where appropriate, adapt our approach to connection quotations Stakeholder Interview & Panel 4 4 4 4 Satisfaction x Revised Connection

and agreements to ensure there is greater clarity on the obligations of all parties Survey Responses

Agreements utilised under the agreement Account Management

We will provide a process flow chart on our website, setting out our Stakeholder Interview & Panel 4 4 4 4 Satisfaction x


“cradle to grave” connection process, highlighting land rights Survey Responses Account Management

Our land and planning officers will be based in your local district offices (alongside Stakeholder Interview & Panel 4 4 4 4 Satisfaction x

L&PO based locally

your project manager) to ensure there is a cohesive approach to the delivery Survey Responses of your connection Account Management

Five days after we inform our Land and Planning Team of your requirements for Stakeholder Interview & Panel 4 4 4 4 Time/Cost x


a connection, we will advise you who your nominated Land Officer will be Survey Responses Account Management

Where appropriate, standardised documentation will be used Stakeholder Interview & Panel 4 4 4 4 Time/Cost x Standardised documentation

with you to achieve land rights on your projects Survey Responses utilised Account Management

Provide you with the ability to accept either the non-contestable works or full works on any connection offer we provide you We will extend our current ‘dual offer’ facility to all of Stakeholder Interview 4 4 4 4 Satisfaction x

Facility provided


Provide flexibility in our approach to your individual project needs Where you require clarity or discussion on our Terms & Conditions Stakeholder Interview & Panel 4 4 4 4 Satisfaction x

Service provided

we will commit to responding to you within five working days Survey Responses

We will consult with you on our revised Payment Terms policy Stakeholder Interview & Panel 4 4 4 4 Satisfaction x


to ensure that it is fit for purpose Survey Responses

M23

M24

M25


47

Enablers to Connections [continued]


Introduce voluntary standards for the time we take to provide offers to divert our existing assets We will provide LV Diversion quotations Stakeholder Interview 4 Time x

Voluntary standards published within 25 working days and communicated

We will provide HV Diversion quotations Stakeholder Interview 4 Time x

Voluntary standards published within 35 working days and communicated

We will provide EHV Diversion quotations Stakeholder Interview 4 4 Time x Voluntary standards published

within 35 working days and communicated

Consult with you on the provision of an end-to-end online facility to manage you through the Connections process Some of you have told us that you would like us to provide you with an online facility Stakeholder Interview

Consultation and subsequent

that manages the end-to-end connections process. We will consult with you to Survey Responses 4 4 4 4 Time x findings published

determine the feasibility and value of implementing such a facility

Account Management

Some of you have told us that you would like the ability to design your connection online. Stakeholder Interview We are due to implement an online design tool for minor connections customers in April 2015. Survey Responses 4 4 4 4 Time x

Consultation and subsequent We will consult with you to determine the value in extending this facility for our Account Management findings published major connections customers

M26

M27


Unmetered Work Plan


49

“ Simplify the application

form further ”

Application ProcessTo ensure that the application process is as simple as possible for you, whilst still providing us with all information necessary to deliver a connection offer that meets your needs

What we did in 2014 ... Tailored our process for Local Authority (LA) applications ... Allowed other Local Authority non-lighting works to be completed using this process ... Introduced tailored ‘Welcome Packs’ by project type to provide relevant information depending on the type of connection being requested ... Reviewed and simplified our current application forms ... Introduced a new central email address for you to send your new enquiries


“ We would like to be able to make online applications ”



UMS LA UMS Other UMS PFIAccount Managed 3 3 Repeat 3 3 3First-time 3 3

“ I would like to have direct contact with local

engineers to discuss my application ”

UMS Other

UMS Other

UMS Other


50

Application ProcessThis year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Review the minimum information we request from you for the initial connection application We will consult with you on what information you feel is appropriate to complete Stakeholder Interview 4 4 4 Time x


an application form for your projects Survey Responses

We will publish clear guidelines on our requirements for each Stakeholder Interview 4 4 4 Time x

Guidance published

application form associated with your project Survey Responses

Review and extend the self-serve UMS principles currently offered to only Local Authorities Undertake a consultation with all Local Authorities Stakeholder Interview 4

Satisfaction x Meetings held with all

in order to ensure that the current form is ‘Fit for Purpose’ Local Authorities

Produce a guide on how to complete the current application Stakeholder Interview 4 4 4 Satisfaction x

Guide produced and published

and calculate a cost for connection

Consult with UMS customers with the ability Stakeholder Interview 4 4 4 Satisfaction x Consultation with 100%

to ‘self-serve’ customer base

We will provide you with an assigned contact to assist you with Stakeholder Interview 4 4 4 Satisfaction x

Contact details provided

the ‘self-serve’ process

Provide a facility that allows you to submit your connection application online We will provide a simple, tailored online application facility Stakeholder Interview 4 4 4 Time x



Our online application facility will validate your information Stakeholder Interview 4 4 4 Time x



You will be able to upload supporting documents to assist us in Stakeholder Interview 4 Time x


processing your application i.e. photos, drawings, site development plans etc Survey Responses

An automatic email acknowledging your submitted Stakeholder Interview 4 Time x


application will be provided Survey Responses

UM1

UM2

UM3


51

“ We still don’t always know who to contact ”

Information ProvisionTo ensure we provide all our customers with clear and concise information and data that allows customers to undertake their own assessment of their connection needs before seeking a formal connection offer

What we did in 2014 ... Published ‘Our Process Explained’ leaflet on our website and issue a copy with our welcome pack ... Upon request we will provide access to our cable records ... Published a ‘jargon buster’ to explain some of our most frequently used technical terms


“We would like to be able to

access more information from your GIS maps ”




“We like more guidance

on your processes ” “ We would

like to receive regular progress reports

from you ”

UMS Other

UMS Other

ConsultantUMS

OtherDeveloper UMS


52

Information ProvisionThis year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Improve the way we provide information to facilitate a better connections process We will ensure that all Local Authorities are made aware of all the information we provide Stakeholder Interview 4 4 4 Satisfaction x

Details of available information to facilitate their connection, including relevant access to our GIS maps

Survey Responses

provided to Local Authorities, awareness and uptake increased

Ensure that all customers are aware of the information we provide, Stakeholder Interview 4 4 4 Satisfaction x Campaign created and targeted

publicise this through an awareness campaign Survey Responses communications issued

Where you have told us that some the information we provide is difficult to understand Stakeholder Interview 4 4 4 Satisfaction x Simple overviews and

(e.g. some of our technical specifications) we will provide a simplified overview and offer guidance Survey Responses guidance provided

We will provide a list and synopsis of relevant connections technical Stakeholder Interview 4 4 4 Satisfaction x

List provided

and design specifications on request Survey Responses

UM4


53

“ We like more regular

meetings with your contractors ”

CommunicationTo communicate with our customers in the manner in which they seek, within acceptable timeframes and with the quality our customers deserve

What we did in 2014 ... We introduced quarterly meetings with LA’s ... Introduced a robust process with our contractors to ensure you are better informed of programmed works ... Published on our website key contact details for our Account Managers and Heads of Design and Delivery ... Embedded into our design and delivery process key touch points in your project that your Design resource or Project Manager will contact you to discuss your project


“ We would like to work with a more

local service through application and delivery

”




“ We would like visibility of points of

contact ” “ We would

like a single point of contact ”

UMS UMS UMSUMS

Other

“ We would like more clarity on your requirements for

site readiness with technical assistance provided ”

UMS


54

CommunicationThis year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Alternative methods for communicating with you We will develop YouTube clips of our key processes Stakeholder Interview 4 4 4 Satisfaction x


(e.g. ‘Your Works’ to Metering Process) and where to find key resources on our website Survey Responses

We will use industry bodies and trade associations Stakeholder Interview 4 4 4 Satisfaction x Circulation list developed and

to distribute key messages and updates Survey Responses messages distributed

You will be able to register your details with us to receive regular relevant updates Stakeholder Interview 4 4 4 Satisfaction x Registration facility

(e.g. our quarterly newsletter) Survey Responses

available online

Leverage the benefits of our District Model by providing you with a more local service We will notify you with contact details Stakeholder Interview 4 4 4 Satisfaction x



We will update our website with contact details Stakeholder Interview 4 4 4 Satisfaction x

Website updated


‘Launch Days’ will be organised in each district to introduce the team Stakeholder Interview 4 4 4 Satisfaction x ‘Launch days’ held

and publicise the enhanced local focus that the new structure brings Survey Responses at each district

Once you have accepted your connections offer, Stakeholder Interview 4 Satisfaction x


we will confirm who your assigned Delivery contact is within two working days Survey Responses

We will extend the scope of our ‘District Days’ at our local depots to cater for Stakeholder Interview 4 4 4 Time x

District days published

the resolution of any technical issues you may have Survey Responses

We will commit to meeting with you within five working days Stakeholder Interview 4 Satisfaction x

Meeting requested and if you request a pre-construction meeting Survey Responses held within 5 days

We will meet with you on-site to discuss any technical issues Stakeholder Interview 4 4 4 Time x Meeting offered within

within five working days of a request Survey Responses 5 working days of request

Consult with our Local Authorities to ensure that our communication is relevant and tailored as required Re-establish the frequency and preferred method of communication Stakeholder Interview 4

Satisfaction x Meetings held with LA

for each Local Authority and plan developed

Ensure that key UMS SPEN contacts are provided Stakeholder Interview 4 Satisfaction x

Key contacts provided

to each authority

Provide a facility for key personnel to register to be notified of faults/restoration Stakeholder Interview 4 Satisfaction x

Registration facility and major works that may affect residents available online

UM5

UM6

UM7


55

ChoiceWe want to ensure that you make the right choice when making a new connection to our network, whether that is with an alternative connection provider or otherwise

What we did in 2014 ... Introduced monthly meetings with ICP/IDNO’s to go through projects in detail and resolve any issues ... Introduced a new system RADAR, for tracking all non-contestable connection costs and requests providing the ability to self register projects ... Carried out additional training and support sessions for our new RADAR system ... We introduced biannual Alternative Connection Provider workshops





“We would like a competitive

alternative so we are able to compare costs ”

“ We would like more information on the options available for

choosing an ICP ”

“ Better information to enable us to make a choice of a connections provider ”

UMS UMS UMS


56

ChoiceThis year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Accreditation We will recognise other DNOs’ accreditations of alternative providers Customer Workshops 4 4 4 Time x

Process updated and and use them as evidence to provide accreditation

Code of Practice

communicated

We will provide an improved accreditation training programme Customer Workshops 4 4 4 Time x


and access to training Code of Practice

We will also recognise other training providers Customer Workshops 4 4 4 Time x Process updated and

who provide an accredited programme Code of Practice communicated

We will publish and communicate Customer Workshops 4 4 4 Time x Workshops held with

these changes to you

Code of Practice

Stakeholders

Self-Determination of Point of Connection (POC) We will implement a national agreement Customer Workshops 4 4 4 Time x

Process updated and for substation access Code of Practice communicated

We will provide training for the determination Customer Workshops 4 4 4 Time x


of the POC for alternative connection providers Code of Practice

Alternative connection providers will be allowed to Customer Workshops 4 4 4 Time x Process updated and

self-determine their POCs Code of Practice communicated

We will implement a process to provide technical support Customer Workshops 4 4 4 Time x Process updated and


Design Approval We will review, update and add design and technical specifications Customer Workshops

4 4 4 Time x Review completed and

where they are currently not available Code of Practice updates published

Alternative Connection providers will be allowed to undertake their own design approval Customer Workshops 4 4 4 Time x Process updated and

of the contestable works Code of Practice communicated

We will implement a process for providing technical support Customer Workshops 4 4 4 Time x Process updated and


We will develop robust adoption agreements to reflect Customer Workshops 4 4 4 Time x


the revised process Code of Practice

UM8

UM9

UM10


57

Choice [continued]

This year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

Inspection & Monitoring We will develop and publish a process for the self-inspection Customer Workshops 4 4 4 Cost x

Process updated and of contestable works

Code of Practice

communicated

We will provide a standardised mechanism for recording Customer Workshops 4 4 4 Cost x Process updated and

and reporting self-inspection Code of Practice communicated

We will develop robust adoption agreements Customer Workshops 4 4 4 Cost x


to reflect the revised process Code of Practice

Choices Available to You We will provide a list of alternative connections providers active within our area by Customer Workshops 4 4 4 Satisfaction x

List published

considering who has applied for a non-contestable quote in the last twelve months

Code of Practice

We will also provide a facility to allow alternative connection providers Customer Workshops 4 4 4 Satisfaction x


to register their details and services offered Code of Practice

Develop an ‘industry portal’ that provides you with the opportunity to seek which alternative connection providers would be interested in delivering the contestable works on your project As a trial, we will ask our customers if they wish us to circulate their connection Customer Workshops requirements to alternative connection providers who can then contact the customer Code of Practice

4 4 4 Satisfaction Trial commenced

directly to offer an alternative quote Stakeholder Interview

We will engage with all active alternative connection providers within our licence area Customer Workshops 4 4 4 Satisfaction Alternative connection

to establish their interest in being involved in this trial Code of Practice Stakeholder Interview providers engaged

Should this trial be successful, we will consider implementing a ‘bulletin board’ facility Customer Workshops 4 4 4 Satisfaction


on our current portal (RAdAR) to inform alternative connection providers of customers Code of Practice who have requested alternative quotes Stakeholder Interview

UM11

UM13

UM12


58

“ We would like clarity on your land

rights policy ”

Enablers to Connection We want to remove, where possible, all perceived barriers to connection and will do so by listening to your feedback and seeking resolution

What we did in 2014 ... Mutually agree to consolidated billing when requested ... Introduced new management reporting system with early warning indicators to ensure work prioritised and progressed in correct timescales ... We updated our Grantors charter and published this on website ... We provided greater detail in breakdown of costs within our offer letters


“ We would like you to look at updating your LA process

”




“ Provide greater flexibility in the terms of you offer ”

UMS UMS UMS

“ SPENs T&Cs for wayleaves could be more flexible and time

required for wayleaves to be put in place improved ”

UMS Other

Consultant


59

Enablers to ConnectionThis year we intend to... Market Segment Timeframe Action Source of UMS UMS UMS Key Strategic (Q1) (Q2) (Q3) (Q4) 2016 KPI Action LA Other PFI Objective Apr-Jun Jul-Sep Oct-Dec Jan-Mar

The provision of Land Rights on your connection project Stakeholder Interview & Panel We will publish our approach to securing land rights on our website Survey Responses 4 4 4 Satisfaction

Policy published

Account Management

We will review and, where appropriate, adapt our approach to connection quotations Stakeholder Interview & Panel 4 4 4 Satisfaction x Revised Connection

and agreements to ensure there is greater clarity on the obligations of all parties Survey Responses Agreements utilised under the agreement Account Management

We will provide a process flow chart on our website, setting out our “cradle to grave” Stakeholder Interview & Panel 4 4 4 Satisfaction


connection process, highlighting land rights Survey Responses Account Management

Our land and planning officers will be based in your local district offices Stakeholder Interview & Panel 4 4 4 Satisfaction

L&PO based locally

(alongside your project manager) to ensure there is a cohesive approach Survey Responses to the delivery of your connection Account Management

Five days after we inform our Land and Planning Team of your Stakeholder Interview & Panel 4 4 4 Satisfaction


requirements for a connection, we will advise you who your nominated Survey Responses Land Officer will be Account Management

Where appropriate, standardised documentation will be used Stakeholder Interview & Panel 4 4 4 Satisfaction Standardised documentation

with you to achieve land rights on your projects Survey Responses utilised Account Management

Provide you with the ability to accept either the non-contestable works or full works on any connection offer we provide you We will extend our current ‘dual offer’ facility to all of Stakeholder Interview 4 4 4 Satisfaction x

Facility provided


Provide flexibility in our approach to your individual project needs Where you require clarity or discussion on our Terms & Conditions Stakeholder Interview & Panel 4 4 4 Satisfaction x

Service provided

we will commit to responding to you within five working days Survey Responses

Consult with you on the provision of an end-to-end online facility to manage you through the Connections process Some of you have told us that you would like us to provide you with an online facility Stakeholder Interview 4 4 4 Time

Consultation and subsequent that manages the end-to-end connections process. We will consult with you to Survey Responses findings published determine the feasibility and value of implementing such a facility

Some of you have told us that you would like the ability to design your connection online. Stakeholder Interview Consultation and subsequent

We are due to implement an online design tool for minor connections customers in April 2015. Survey Responses 4 4 4 Time

findings published

We will consult with you to determine the value in extending this facility for our major connections customers

UM14

UM16

UM15

UM17


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Glossary of TermsTerm DefinitionAccreditation The appropriate qualifications to allow alternative connection providers to operate on our electrical

networkANM Active Network Management; using technology to enable generators to connect in constrained areas

on a commercially un-firm basis ARC Accelerating Renewables Connections; SPEN ‘Low Carbon Networks’ funded project to consider

innovative methods for connecting DG quicker and cheaperAVR Automatic Voltage Regulator; this is a device which can be deployed on our overhead line network and

controls the voltage to ensure the network remains within statutory limitsBudget Quote A budget quote is provided to aid customers with up front planning of projects and is a simple review of

the network within the vicinity of the proposed development and does not include detailed modelling of the system. A budget quote cannot be contracted

BMCS Broader Measures of Customer ServiceCCCM Common Connection Charging MethodologyCIC Competition in Connections; ability for a customer to seek connection to the network using a Lloyds

accredited ICP of your choiceCIC Industry Code of Practice This is a proposed industry standard which is being developed jointly by DNOs and OFGEM. The code

is aimed at making it easier for alternative connection providers to get their customers connected and better inform customers of their choices

Collaborative Connections These are connections where multiple customers are brought together to benefit from shared connection costs and shared assets to maximise the amount of generation connected in any part of our network

Contestable When we talk about contestable work, these are the ‘off the system’ works, which can be completed by either ourselves or a Lloyds accredited ICP of your choice

Contracted Capacity Register This lists generators that are contracted but not physically connected to our networkCRAM Connection Registration and Management. This was a legacy IT system utilised to manage CIC enquires

where a Lloyds accredited ICP of your choice was being employed to complete the contestable worksCRM Under our SP brand name of Athos, CRM is our new Customer Relationship Management system which

will help us better serve our customersCustomer A customer is defined as someone who is or has applied for a connection to our networkCustomer Surgeries These are held monthly for any customers who wished to discuss a project with us at any time in the

processDG Distributed Generation; this is the connection of generation to any point of the distribution system,

from 230V up to 33,000V in Scotland or 132,000V in England & WalesDNO Distribution Network Operators, responsible for owning operating, and maintaining the electrical

network in their licensed geographical areaDual Offers These are formal offers which facilitate the acceptance of either the full works or just the non-

contestable works, with the contestable works completed by a Lloyds accredited ICP of your choiceExport Management Device These are devices which seek to manage the local demand alongside any generator, essentially

restricting export to our network Feasibility Study A feasibility study is a chargeable service to run a number of network models and advise what capacity

is available where on parts of our network. This does not facilitate a connection offer, and does not carry any contractual link to a formal connection offer

Term DefinitionFormal Connection Offer A formal Connection offer facilitates a contract between us and the applicant to accept our offer and

progress the construction works associated with the connectionG59 G59 is the industry standard for generators greater than 16 amp per phaseG83 G83 is the industry standard for small scale embedded generators for connections up to 16 amp

per phase, 3.68 kW single phase connection or when multiple generators are to be connectedGRP Enclosures ‘Glass Reinforced Plastic’ enclosures. Our traditional solution for a substation which requires a battery

set is a brick building. GRP solutions utilise glass reinforced plastic technologies (GRP) to provide substation enclosures that can provide similar environments to brick-built substations

GSPs A Grid Supply Point is the point at which electricity enters the distribution network, leaving the transmission network

Heat-maps These are maps of our HV network, colour coded based on the available capacity on any given circuitICP Independent Connection ProviderIDNO Independent Distribution Network Operators develop, own, operate and maintain local electricity

distribution networksIFI Innovation Funding Incentive (IFI) was introduced by Ofgem to encourage Electricity Distribution,

Electricity Transmission Network Operators to apply technical innovation in the pursuit of investment in and operation of their networks. It will be replaced by the Network Innovation Allowance (NIA) in 2015

Jointing Jointing is a method of connecting two sections of cable togetherLCNF Low Carbon Networks (LCN) Fund was established by Ofgem as part of the electricity distribution

price control that runs until 31 March 2015. The fund offers capital to support projects sponsored by the Distribution Network Operators (DNOs) to try out new technology, operating and commercial arrangements

Link boxes A link box provides a point of isolation at the interface of an IDNO ( Independent Network Operators) and a DNO network

Market Segment This is the regulatory terminology which defines DGLV and DGHVMetering This is the mechanism for settlement to ensure your generation receives the correct rates for your tariff

and is a key part of the balancing and settling arrangements, which are laid down in the Balancing and Settlement Code (BSC), and is administered by ELEXON

Non-Contestable Where we talk about on-site works, these are typically within either the customers land boundaries or the CDM boundary within which a Principle Contractor operates

On-site On-site works are typically within either the customers land boundaries or the CDM boundary within which a Principle Contractor operates

POCs Point of Connection to the electrical networkQuote + Quote + is a new product which we are currently trialling, which provides options for our customers

quickly whilst maintaining queue positionRAdAR Register of Adopted Asset Requests; this is our current IT system utilised to manage CIC enquires where

a Lloyds accredited ICP of your choice is being employed to complete the contestable worksSoW The Statement of Works process should be followed when it is identified that a generator seeking

a connection to a DNO’s network may have an impact on the transmission networkSubstation A part of our network where DG is connected and we transfer power across boundaries, either by

voltage level or a customer’s point of common couplingWayleaves This is the process which secures the legal right for apparatus to be installed an any given location

and secures the connection to your site for a defined period of time


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Summary of Relevant Market Segments

Low Voltage (LV) work: LV connection activities involving only LV work, other than in respect of the Excluded Market Segment

High Voltage (HV) work: LV or HV connection activities involving HV work (including where that work is required in respect of connection activities within an Excluded Market Segment).

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.

LV work: low voltage connection activities involving only low voltage work.

HV and EHV work: any connection activities involving work at HV or above.

Local Authority (LA) work: new connection activities in respect of LA premises.

Private finance initiatives (PFI) work: new connection activities under PFIs.

Other work: all other non-LA and non-PFI unmetered connections work.

MeteredDemand Connections

Metered Distributed Generation (DG)

Unmetered Connections

Documents

SP Energy Networks Our ‘Looking Forward’ Work Plan May 2015 · We have provided 3 individual Work Plans; (1) a Distributed Generation (DG) Work Plan for customers seeking a generation