Custom digital solutions and digital transformation for National Grid Connections
- Digital Strategy combined with design and development of a user-focused dedicated website for National Grid Electricity Distribution (NGED) Connections.
- Digitalising Connections: A focus on empowering the customer via the creation of bespoke digital application processes to support and facilitate businesses efficiencies and enhance customer experience.
- Industry-leading digital solutions that help their customers adopt Low Carbon Technologies (LCTs) easily and hassle-free.
THE AMBITION
National Grid Electricity Distribution (NGED) is the UK’s largest electricity Distribution Network Operator. It provides power to millions of homes and businesses across its network in the Midlands, South West and Wales.
Within NGED, Connections takes care of a range of services related to connecting to the power grid, including creating new connections and modifying existing ones. NGED came to us with business aims to increase customer experience, create business efficiencies and make a significant impact into their mission to help shape a low carbon future.
What they say
"I highly recommend Enigma Interactive, they are a creative and reliable team who always push to deliver excellent products and digital tools. They work hard to understand us a business, that shows in the enhancements for our customers and efficiencies for the business, results I am proud of."
Emma Vincent, National Grid
What we did
As part of a long-term Digital transformation programme we created a strategy of how technology can accelerate and meet their objectives and aims.
The first part involved creating a dedicated connections website and the second stage being to digitalise as many of the services as possible.
Insights and Digital Strategy
The Enigma Approach: Digital strategy led by business objectives and user insights
At the first stage, we worked closely with the Connections team at NGED to fully understand their priorities, objectives and aims as a business via in-person workshops and requirements gathering sessions.
This was closely followed by a deep dive into the end-user customer, their needs and concerns as well as an analysis of the way users were interacting with Connections-specific content.
A dedicated website for all things power connections
The insights work led to the digital programme starting with the build of a stand-alone Connections website.
The world of connections can be a complex and jargon-heavy subject area, so an important part of the build was ensuring that the information and guidance was easy to find and easy to understand.
The new website had to work hard to fit in all of the following in one place. Here, customers can find out more about new connections, apply to connect power for (individual dwellings, larger developments, or generation installations and Electric vehicle charge points, heat pumps and solar panels), gain budget estimates for new connections as well as access resources and support for understanding the connections process.
Digitalising Connections services
Self-serve, custom digital application processes with instant approvals
The new website included building smart, custom digital application processes that connected to NGEDs business systems to provide instant approval decisions to the end-user.
This included digital applications for a range of LCTs: Electric vehicle (EV) and heat pumps and solar and wind.
Simplifying the complex
A Navigational Aid
To help customers navigate the website quickly and intuitively, we designed and built a simple-looking but incredibly hard-working navigational aid. This is present on the Connections homepage and instinctively guides users to the information they need or the action they want to achieve.A Jargon buster
The "Jargon Buster" page on the National Grid website provides simple, plain English explanations of typical words and phrases used in the Connections industry. This resource is designed to help customers understand the terminology used in the process of connecting to the power grid.
A new customer portal for 24/7 application tracking
Users want to be kept up-to-date and informed about their application for a new connection. It was therefore identified that a self-serve portal would enhance the Connections customer experience. A digital customer portal was built allowing end-users to track their application 24/7, view and evaluate quotations and communicate with their NGED planners via a messaging functionality.
THE OUTCOME
Using intuitive UI principles, and innovative web development, this year alone we helped to facilitate:
Over 3000 applications for new solar and wind generation
Over 700 applications for new heat pump connections
Over 13,000 applications for new Electric Vehicle charge points
Over 600 applications for 'move your electricity supply'
Nearly 10,000 Applications for new small connections
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