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UK Power Networks to assess the information provided to customers during a power cut and whether this communication could be improved:

Services during power cuts - We are exploring a number of options for improved communication during power cuts. We

currently offer telephone updates (both inbound and outbound), automated messaging, text, website and Twitter. For more information on our current services, please visit: http://www.ukpowernetworks.co.uk/internet/en/power-cuts/ At the same time, we are looking to enhance the channels available to our customers to make it easier to obtain information. This forms a part of our Transformation Programme, which was launched in April 2013. Presently, our online service is able to identify whether there is a known power cut affecting a postcode and we then offer updates via text to registered customers. Through our Transformation Programme, we intend to improve this service to give real time updates online. We are also exploring the option of publishing a map that will show where power cuts are affecting the network with real time updates. This service would be password protected and made available to critical business partners. The Transformation Project will improve our service to provide real time updates online.

Educating our customers

- In addition to providing informational services during a power cut, UK Power Networks offers a range of educational material, including videos, factsheets and practical advice, designed to help our customers prepare for and cope with the inconvenience of a loss of supply. This covers subjects such as who to contact in the event of a power cut, how to look after tropical fish, etc. We are working closely with our dispatch team to simplify our process to give better quality of information to our customers. We have removed jargon from our job notes and standardised the format of information to include estimated times of arrival (of our engineers to site) and the estimated time of restoration (or average estimated time of restoration if the fault is yet to be identified). This step has improved the accuracy of information we provide to our customers not only on the phone but on our telephony messages and social media responses. It also gives our proactive call back advisors greater confidence in the accuracy of the information they are providing. Improved Service

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C Crit tica al F rien nds s Panel 3 - UK Power Networks