Digital Transformation for National Grid Electricity Distribution
- Established an extensive digital partnership with National Grid Electricity Distribution, the UK's largest electricity distribution network (DNO), aimed at enhancing their services for 8 million customers through digital platforms.
- Developed and implemented a comprehensive digital strategy encompassing more than 19 websites, essential software applications, and mobile apps.
- Adopted a holistic approach, starting from service design and extending to the execution of intricate digital workstreams, along with managing the underlying infrastructure crucial for ensuring uninterrupted power supply to millions of homes.
The Ambition
Formerly known as Western Power Distribution, National Grid Electricity Distribution plays a critical role in supplying power to over eight million homes and businesses across the UK.
Given the significant reliance on its services by such a vast customer base, there is a corresponding expectation for timely and accurate information updates. Recognising this need, National Grid Electricity Distribution turned to digital solutions to ensure round-the-clock accessibility to essential information.
This ongoing partnership involved thoroughly examining the client's customer demographics, service usage patterns, and the accompanying informational requirements. Additionally, we undertook the task of empathising with users, envisioning various scenarios they might encounter, such as power outages or service maintenance. By doing so, we aimed to tailor the digital experience to support the overall customer journey seamlessly.
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What We Do
Our digital partnership focuses on driving a comprehensive digital strategy and implementing a series of initiatives that support every aspect of National Grid’s digital infrastructure. This encompasses designing and developing key components such as their primary consumer website, power outage tracker, self-service applications for customers, data visualisation tools, mobile applications, and more.
Our collaborative efforts have led to National Grid's digital services being recognised as industry-leading, thanks to our shared dedication to delivering superior digital experiences for customers and stakeholders alike.
Considering both online and offline touchpoints
At the core of all our digital initiatives for National Grid Electricity Distribution is service design, a critical aspect that ensures the creation of seamless experiences for customers. This involves crafting each touchpoint, whether online or offline, to cater to the specific needs of every user.
Effective service design simplifies the process of accessing information or services, ensuring users can effortlessly find what they need at any given moment. Throughout the development of websites and applications in our digital transformation programme, we prioritise empathy, striving to understand and address the user's perspective and interactions with the resources.
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Providing reassurance through the power cuts application
The National Grid Power Cuts Application is one of the most utilised platforms in their digital estate. It plays a crucial role in assisting a diverse range of customers, particularly during high-stress situations such as power outages triggered by storm events.
Designed with a mobile-first approach, the application prioritises delivering essential information promptly to users. It harnesses real-time data sourced from National Grid's extensive network, ensuring customers receive accurate updates. By simply entering their postcode, users can swiftly ascertain the cause of their power outage and the expected restoration time and access additional resources, including emergency contact information.
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A robust infrastructure to support large amounts of traffic
As a crucial component of the national infrastructure, National Grid Electricity Distribution demands a highly resilient and scalable digital infrastructure to ensure uninterrupted service provision to customers and stakeholders, even during periods of peak demand.
During storm events, user traffic can surge from a few hundred to over 10,000 simultaneous users. To meet this challenge head-on, our DevOps team collaborates closely with National Grid and our partners. Together, we proactively engineer and maintain a robust, high-performance infrastructure capable of reliably scaling to accommodate massive spikes in traffic while remaining fully resilient against disruptions
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