Launch of digitalised ‘service alteration’ application process for National Grid

A new dedicated digital solution designed to improve customer experience and business efficiencies.

It's the overall ambition of National Grid Electricity Distribution (NGED) to digitalise as many service lines in the Connections space as possible.

As part of this digital transformation journey, in October 2024 we successfully launched an innovative, online application process for customers who need help moving the electricity supply at their property.

The need to move a property’s electricity supply and meter, also known as a ‘service alteration’ may be necessary if someone is planning building, demolition or renovation works at their property. It may be because the current location of their supply is no longer safe, suitable or convenient. A service alteration must be applied for through a customer’s distribution network operator (DNO). 

THE SOLUTION

Before the launch of the shiny new online form, the application process for NGED customers was either via an outdated form or offline. The offline journey consisted of downloading a paper form and guidance document, which had to be completed by hand and returned via email or post. After the application was received and processed, a planner would then be in touch and the application would be taken forward from there. 

Providing NGED customers with a stand-alone online application form allowed the customer to be able to provide enough information quickly and easily, for a planner to then accurately design and quote for their project. 

A new carefully designed, information-packed guidance webpage

We redesigned the key content page to provide step-by-step guidance of the process. The customer can now easily check that they have everything they need to make an application and then get started.

Creation of a smart and integrated application form 

The form is equipped with smart features and functionality:

• Autocompletion for faster submission: it auto-completes the customer’s meter point administration number (MPAN) which saves the customer time and effort.
• Thoughtfully designed guidance prompts: the form includes tooltips that the customer can click on to read, should they need help filling in the form.  The use of both images and text in the design allowed for a large amount of guidance information to be stored in the form while minimising detraction from the form’s function.
• Photographs can be easily uploaded: customers are able to upload photographs to support their application, with server-side image format conversion functionality.
• Powerful Integration for customer service: form integrates with the Connections customer portal which allows the customer to track their application 24/7, message their planner, as well as review quote(s) for their project and pay online.

THE OUTCOME

Moving to a dedicated digital solution not only simplified the process for the customer, it makes the application process smoother and quicker for NGED and customers alike. It also supports business efficiency savings for NGED due to the integration of the form with internal business systems. 

See the project live in action  here