Feeling the heat: National Grid’s digital response to rising temperatures

As temperatures rise across the UK, we’ve been working with our partners at National Grid Electricity Distribution (NGED) to help customers understand how prolonged hot weather can affect the electricity network and make sure the information and support they need is easy to find.

We’ve worked with the team to communicate their storm readiness, and while heatwaves create a different challenge to storms, they can generate similarly significant levels of online traffic. Rather than the sharp spikes we might see during a major storm event, hot weather can lead to sustained demand over a longer period as customers look for information about power cuts, the impact of high temperatures on the network and what National Grid is doing in response.

As National Grid’s digital partner, we’ve been working with the NGED team to develop a new digital response to hot weather, informed by feedback from customers and designed to provide greater context, reassurance and practical advice.

This has included:

• Creating a new, ‘always on’ Hot Weather Advice section on the Power Cuts website, giving customers a central source of information about how heatwaves can affect the electricity network and what National Grid is doing to keep power flowing.
• Introducing a new ‘hot weather mode’ across National Grid’s website, allowing important information and advice to become much more prominent when temperatures rise and customer demand for information increases.
• Providing content that gives customers more context around why power cuts can occur during prolonged periods of high temperatures, including the impact of increased electricity demand and sustained heat on network equipment.
• Making practical advice easier to find, from preparing for a possible power cut to looking after electrical appliances and accessing additional support.
• Integrating a new Facebook feed, helping customers access the latest information and updates through National Grid’s digital channels.
• Providing the flexibility to respond quickly as conditions change, making sure National Grid’s online presence supports the work being carried out by its operational and customer service teams.

The new hot weather information also explains some of the less visible challenges of operating an electricity network during a heatwave. High temperatures can affect equipment including power lines, insulators and cables, while increased use of air conditioning and cooling systems puts additional demand on the network and sustained periods of heat can be particularly challenging because equipment has less opportunity to cool overnight.

Building digital services that can respond

This work builds on the contingency planning we’ve developed collaboratively with National Grid to ensure its digital estate can respond to changing circumstances and sudden increases in customer demand.

Whether it’s a major winter storm or a prolonged summer heatwave, customers need clear, timely information and the digital infrastructure behind it needs to be ready to perform when people need it most.

Enigma Interactive is the digital partner for National Grid Electricity Distribution, supporting the organisation across its digital estate and helping it deliver reliable, accessible digital services to millions of customers.

The new Hot Weather Advice page is available now on National Grid’s Power Cuts website.

If you’re looking for a digital partner that can help you build resilient services, respond to changing customer needs and make sure your digital estate performs when it matters most, get in touch and talk to us about how we can work together.