Connection Customer Steering Group - App! WPD Your Power Future

Connection Customer Steering Group - App! WPD Your Power Future

Connection Customer Steering Group 20th June 2017 Connection Customer Steering Group Welcome Housekeeping No planned fire alarm test 2 Agenda A stakeholders view of WPD Hugh Taylor - CEO Roadnight Taylor Ltd Chief Executives Update Robert Symons Incentive on Connections Engagement Update Alison Sleightholm Coffee Network capacity and constraints information: update Graham Halladay Lunch

WPD Innovation Matt Watson Summary, feedback and next steps 3 A stakeholders view of WPD Hugh Taylor - CEO Roadnight Taylor Ltd 20th June 2017 Connections Overview Robert Symons Chief Executive 20th June 2017 Topics for discussion Recent Developments WPD 16/17 business plan delivery performance Connections improvement plan 17/18 DSO transition update UK general election 6

Business Plan performance update 7 The second year of RIIO-ED1 is complete 1st April 2016 31st March 2017 It is the second year of an eight year plan (to 2023) We have committed to deliver 76 outputs in six areas Safety Customer Satisfaction Reliability Connections Environment Social Obligations We are required to report to Ofgem our performance (RRP due end July) and to wider stakeholders (September) We are now finalising our reporting. The following data gives an indication of our performance so far in the connections area Connections

2015/16 performance: 34 . Time to connect 35 . Customer service 36 . Customer surveys distributed generation 37 .

Online project tracking 38 . Online information 39 . Connection surgeries 40 . Improving processes 41

. Guaranteed standards 42 . Raising awareness of competition 43 . Extending scope of contestable work 2015/16 key: Achieved; 8

On track, some areas to improve; Output under review Not met 2016/17 performance: Customer satisfaction West Midlands East Midlands South Wales South West Ofgem target Time to Quote (average number of days) Single 1-4 premises premises

4.51 6.09 3.47 4.72 4.29 5.79 5.16 5.86 8.21 11.73 Time to Connect (average number of days) Single 1-4 premises premises 36.24 49.86 34.57 48.45 32.76 48.31 36.31 44.82 42.08 52.70

Electricity distribution annual report Ofgem have published the RIIO electricity distribution annual report 2015-16 The report summarises the performance of DNOs during the first year of ED1 The report is split into Outputs performance Expenditure performance Financial performance 9 Outputs performance WPD perform well compared to other DNOs on the outputs comparison and are the stand-out performer for all customer service measures: Measure Reliability Environment Fluid filled cables Connections TTQ & TTC Connections GSoP Customer Satisfaction

Survey Customer Satisfaction Complaints Customer Satisfaction Stakeholder engagement Safety 10 ENWL NPg WPD UKPN SPEN SSE Expenditure performance Expenditure relative to allowance m:

ENWL NPg WPD UKPN SPN SSE Total 2015-16 Allowance 251 450 962 851 466 495 3,475 2015-16 Actual 244 436 985 643 431 427 3,166 2015-16 Difference % 11

-7 -14 -3% -3% 23 -208 -35 -68 -309 2% -24% -8% -14% -9% RORE performance Forecast eight-year average RoRE 12 Ofgem Incentive on Connections

Engagement (ICE) Introduced by Ofgem under RIIO ED1 with the aim to: Replicate the effects of competition Incentivise DNOs to improve the overall customer experience Enable customers to influence a DNOs high level strategy and work plan of activities ICE requires DNOs to submit evidence that they have - Engaged with a broad range of connections customers - Responded to the needs of their customers - Developed a forward-looking work plan to improve performance - Set relevant performance indicators - Reported actual performance against indicators and work plan Our 17/18 plan is published on our website and Ofgem will be consulting on all the DNOs plans later this month We welcome views on our plan at any time

13 What does our current ICE plan look like ? Covers 10 key areas Actions to improve the information provided as part of the connections process Actions to improve customer service Actions to improve offers and agreements Actions to improve competition in connections Actions to improve the legal and consents process Actions to support connection of storage Actions to improve queue and capacity management Actions to support Community Energy Actions to improve forecasting and identify strategic reinforcement Actions to support the transition to DSO 14 How you can get involved Our ICE plan is not set in tablets of stone and will be updated in line with customer feedback. There are plenty of opportunities to engage Midlands Midlands

UMS UMS User User Group Group DG DG Owner Owner Operator Operator Forum Forum Managing Managing European European Solar Solar Assets Assets WPD WPD Strategic Strategic Network

Network Event Event Delivering Delivering aa Smart Smart Energy Energy System System CCSG CCSG Community Community Energy Energy Workshops Workshops (3) (3) Connection Connection Surgeries Surgeries Community

Community Energy Energy Workshops Workshops (2) (2) CCSG CCSG APR 17 MAY 17 JUN 17 JUL 17 AUG 17 SEP 17 OCT 17 NOV 17 DEC 17 JAN 18 FEB 18 MAR 18 Future Future Networks Networks A A Balancing Balancing Act Act Community Community Energy Energy Workshop Workshop

DG DG Survey Survey WPD WPD Strategic Strategic Network Network Event Event CCSG CCSG ENA ENA DG DG Forum Forum Connection Connection Surgeries Surgeries CIC CIC

Workshop Workshop WPD WPD DG DG Connections Connections Workshop Workshop WPD WPD Stakeholder Stakeholder Workshops Workshops (6 (6)) Community Community Energy Energy Workshop Workshop

Community Community Energy Energy Workshop Workshop DSO strategy and transition plan 16 At the end of June WPD will publish a consultation on our plan for DSO transition The consultation will set out Our view of what the future energy system will look like Our proposed strategy and actions for becoming a full DSO Why we believe DNOs are

best placed to transition to regional DSOs We will update the plan based on feedback and the BEIS/Ofgem smart system roadmap when published UK General Election The Conservative Manifesto promised a more interventionist approach to the energy market with a focus on affordable energy Lord Adair Turner is expected to head an independent review into the Cost of Energy Ofgem will be instructed to set an absolute tariff cap BEIS is likely to continue to develop its industrial strategy including the smart meter roll-out by 2020 BEIS/Ofgem smart flexible energy response is so-say imminent Failure to gain a majority, makes Mrs Mays BREXIT negotiations more difficult The position on access to the Single Energy Market is unclear, as the UK is building interconnectors with Europe 17 QUESTIONS ?

18 ICE Update Alison Sleightholm Regulatory & Government Affairs Manager 20th June 2017 19 Ice Update WPD Published our ICE Workplan at the end of April and submitted our ICE looking forward & looking back report to Ofgem and published on our website at the end of May. This submission set out: Our stakeholder engagement strategy and approach explaining how this underpins the delivery of our connections strategy and development of our ICE workplans Looking back report Detailing the engagement activities we have undertaken and how these were used to develop initiatives in the year and those for the coming year Explaining the key initiatives we have delivered and our KPI performance Looking forward report The engagement activities we have planned Our improvement workplan plus how we used stakeholder input to develop it

Our outputs and measures including the KPIs we have developed to track our connections performance 20 Looking back 2016/17- How did we do? Workplan In initial workplan started with 58 actions across 26 initiatives. This expanded throughout the year to 76 actions across 29 initiatives as new priorities emerged: e.g. the HV jointing option 4 trial. We completed 72 actions (95%) with others due to be delivered or carried forward to 2017/18. Actions carried forward include; QMEC 200/kW trial, outcomes of NGET SoW working group, expanding the issuing connection agreements earlier in the process and the full rollout of the HV self-connection option 4. Key actions delivered against 2016/17 priorities identified 3 ULRULW \RISURFHVVDQGFRPPXQLFDWLRQDFURVV:3' DUHD ( [ DP SO HRXW SXW &RQVLVW HQF\RISURFHVVDQGFRPPXQLFDWLRQDFURVV:3' RISURFHVVDQGFRP P XQLFDW LRQDFURVV: 3'






VLQSURFHVV DQGFRP P XQLFDW LRQ ,QW HUDFW LYHRQO LQHFDSDFLW \RISURFHVVDQGFRPPXQLFDWLRQDFURVV:3' P DSSURYLGLQJ 6R: LQIRUP DW LRQRQ P DM RUVXEVW DW LRQV 21 Looking back 2016/17 How did we do? Engagement We engaged over 7000 stakeholders via surveys (over 2400) and events (over 4700) We expanded our use of online engagement through social media and the use of webinars and videos; e.g. our

video guides on innovative connection arrangements had over 10,000 views in the first month online. We created new engagement relationships through the implementation of the DG owner operator group and the senior manager contact for major customers. Outputs & measures We committed to 32 KPIs across 6 key areas, with 18 KPIs having improvement targets. We achieved or exceeded 15 of the 18 targets Of the 3 which fell short; of DG survey score was 8.74 vs. target 8.8 (still improving on last yrs 8.52); our major customer survey score was 8.51 vs target >8.62; and 91% actions completed by their target date vs target 100% (95% of all actions were completed by year end). 22 ICE looking forward 2017/18 updates to our approach Expanding engagement activities: Increasing engagement on the outcomes of actions measuring the impact with stakeholders and identifying further improvements. Using topic-specific stakeholder forums / workshops improving focus of engagement, ensuring outputs deliver stakeholders requirements. Increasing use of online and social media webinars, videos, live tweeting Initiatives and actions: Initiatives designed to address stakeholder feedback are supported by increased number of detailed specific actions

Outputs and measures: Increased focus on the impact of an initiative on stakeholders, using their feedback to gauge success. Measures grouped to determine outcome of initiative rather than each detailed action, facilitating clearer view of success 23 ICE looking forward 2017/18 workplan summary Workplan initiatives Improvement initiatives grouped into 10 focus areas and linked to the feedback driving them. Total of 44 improvement initiatives delivered by 147 specific actions. Increase in number of actions which are designed to collaborate, check back and assess the impact with stakeholders. E.g. development of customer forum for information provision Outputs & measures grouped by initiative and focused on the impact of the initiative on stakeholders to better measure success E.g. instead of measuring just the attendance at our DG forum we are measuring satisfaction.

Increase from 32 to 60 KPIs this year with and increase from 18 to 36 improvement measures 24 Focus areas 1. Availability of information 2. Customer service 3. Connection offers & agreements 4. Competition in connections 5. Legals & consents 6. Storage 7. Queues & capacity management 8. Community energy 9. Strategic reinforcement & forecasting 10. Distribution system operator ICE Incentive Update: comparison with other DNOs Overview ICE workplans all have broadly similarly themed initiatives. Main differences is in the size and level of detailed actions SPEN and SSEN, have relatively small plans with high level initiatives WPD, UKPN and NPG have more detailed specific actions

ENW have 3 separate work plans for CiC, DG and UM Our stakeholders have previously informed us they like the granularity of our workplan actions as they give a clear line of sight from their feedback to the output and make it easy to hold us to account 25 ICE Incentive Update: comparison with other DNOs (2) Key initiatives not identified and included in WPDs workplan or already implemented: ENW Trial Training Needs Analysis: to improve training services and planning with a view to quicker access to training for ICPs. Improve visibility of audit performance: league tables of own contractors and ICPs. Develop additional support for design submissions: design pack with standard HV templates. Virtual Private Networks: develop proposals with stakeholders, supporting QMEC. NPG Publish schedule of rates for input services to ICPs so they can pick & mix services. Develop low carbon connection gateway: website resource with information on different LCTs, how to apply and when to notify the DNO about their installation. SP Energy Networks Engagement: using alternative comms channels e.g. online tutorials on land rights and flexible connections Telecoms: provision of cost estimate at deign stage and earlier visibility of actual costs post acceptance. Telecoms: improved visibility of installation progress with monthly report on status and critical

dates. 26 ICE Incentive Update: comparison with other DNOs (3) Key initiatives not identified and included in WPDs workplan or already implemented: SSEN Create customer charter of what customers can expect throughout connection stages and a detailed booklet of whos who within the company, how teams fit together and contacts. Hold discussion on programme of works post adoption agreement: between customer/ICP, DNO project manager and designer on dates, working together to meet connection dates. Capacity and constraint information: Provide details of recent offers per BSP / GSP with split of costs by contestable, non-contestable and reinforcement. Policy for streamlining metered highways small services: initiate new NERS accreditation for large unmetered and small metered connections self-POC and design. Offer a WebEx session with a Commercial Contract Manager, walking through the quote and answering any queries. Information provision: hold workshops and WebEx sessions on specific topics: e.g. earthing, SoW, DUoS, Design self-determination. UKPN Introduce site information packs for housing and small commercial developments. Provide live map of streetlighting faults. Assess feasibility of providing ICP access to UKPN earthing tool. 27 ICE Incentive Update:

comparison with other DNOs (4) Reviewing other DNOs plans We will assess stakeholder demand and priorities before taking a view on whether WPD could undertake any of these initiatives in the current year, or wait to see whether the outturn of these initiatives has a significant benefit to customers Are there any initiatives in the other DNOs ICE work plans you believe WPD should be undertaking as a priority? 28 ICE Incentive Update: next steps Ofgem to publish each DNOs submission together with a consultation on whether or not we have met stakeholders expectations with our 2016/17 ICE activities and looking forward plans consultation is likely to be published in July and will inform Ofgems assessment of the submissions and their decision on whether DNOs have met the requirement of ICE, or whether a penalty should be applied. WPD will continue to publish quarterly ICE workplan and KPI updates to enable stakeholders to track our progress

A resubmission of the ICE report in October will provide stakeholders and Ofgem a midpoint review of our ICE activities in 2017/18 including any new initiatives we are undertaking. 29 Coffee Information on Capacity Available for Generation & Demand Customer Graham Halladay Network Services Manager Information on Capacity Available for Generation & Demand Customer ICE Plan: Map based traffic light system of capacity for both Demand and Generation availability or constraint Data Tables of capacity, reinforcement, costs, timescales Facility for easier navigation Information on Capacity Available for Generation & Demand Customer Type

Capacity available Thermal Fault Level Transformer Transformer Alternative Constraints constraints rating loading Offers Y/N text text Demand Red/Amber/ Green description description xx MVA yy MVA Available? Yes or No text text

Generation Red/Amber/ Green description description xx MVA yy MVA Available? Yes or No Average POC cost Indicative POC cost Average reinforcement cost (WPD Network) Ave Cost Ave Cost

Type Upstream reinforcement Indicative time scales for WPD connection work SoW Information Demand Reinforcement higher in WPD system mm Months N/A xx MW xx MW

xx MW xx MW description Generation Reinforcement higher in WPD system mm Months Provide SoW Information xx MW xx MW xx MW xx MW description

33 Connected Accepted Offered Available Capacity Planned Reinforcement Information on Capacity Available for Generation & Demand Customer Today: Demonstrate an approach/tool for presenting/accessing Your Feedback 34 Lunch WPD Innovation Matt Watson Innovation & Low Carbon Networks Engineer

PLUGS AND SOCKETS NETWORK EQUILIBRIUM OPEN LV SMART ENERGY ISLES Future Networks Programme Assets Telemetry Decision support Improved assets New assets Flexibility

Automation Incident response Operations Customers New connections Upgrades Information Self Serve Products/Service Tariffs Communities

Reliability Forecasting DSO DSR GBSO Interface Efficiency SHE and Security Network and Customer Data Airborne Inspections AIRSTART1 Telecoms Analysis

Superconducting Cable SF6 Alternatives MVDC Test Lab Smart Energy Laboratory Statistical Ratings Primary Network Power Quality Analysis Hybrid Heat Pump Demonstration Hydrogen Heat & Fleet Carbon Tracing HV Voltage Control Solar Storage LV Connect and Manage Sunshine Tariff CarConnect

Industrial & Commercial Storage Note: 1 Funded by Aerospace Technology Institution; Note 2 Funded by the Energy Systems Catapult DSO/SO Shared Services Project SYNC Project ENTIRE Smart Meter data for Network Operations Distribution Operability Framework Times Series Data Quality Voltage Reduction Analysis LV Connectivity Smart Systems and Heat2 Alternative connections for demand

Through the development of the generator constraint panel and the ANM system in Alverdiscott/Indian Queens the interface has been modified for controllable demand connections. This was extended to be able to control import and export on a single site, ideal for full control of batteries. Alternative connections for demand We are due to trial some controlled demand connections using similar infrastructure in the coming months This will be in the form of a soft intertrip scheme May be rolled out to full ANM schemes Project Entire Project Entire A key DSR project following on from FALCON and SYNC Focus on commercial mechanisms and revenue stacking How to make DNO led DSR commercially viable

Interaction between DNO and SO led DSR Understand scalability of DSR Fits into wider DSO and active networks innovation Looking for alternative solutions to 132kV reinforcement 4 year trial started in June 2016 Project Entire What we are doing? Facilitating 5 WPD CMZ services Developing managed service Create customer sales capability Developing technical systems and processes Wider engagement in target area Customer proposition Customer Proposition Creation of Flexible Power branding Simplifying DSR programmes into single service Customer engagement and recruitment

Increasing profile of DSR in target area Revenue stacking from multiple programmes Managed Service Advanced control capability from new centralised facility Continuous monitoring of assets with alerts and alarms Agreed operating procedures taking away local resource burdens. Customer has ultimate control of inhibiting dispatch Simplifying DSR for customers Asset optimisation Self service statements and reports through customer portal Services CMZ service: Week ahead notification of probable requirement Arming fee assures of profit Utilisation fee covers operating costs Designed to integrate with other services No deductions for service payments

Key driver behind the project Services STOR: Initially working with STOR flexible services De-rated capacity to maximise service quality and earnings Majority of generated revenue passed through to participants Simplified performance contracts No annual performance reconciliations Minimising negative impacts from group performance De-rated performance targets to 95% Services Triad Avoidance:

TNUoS still valuable behind the meter Not pursuing export benefits Managed service, not warnings Continuing successful record of avoidance from low response durations Compatible with CMZ Who are we targeting? Half hourly metered customer in the target area Ability to reduce demand or increase generation within 15 minutes of a signal and hold for at least 2 hours We can offer Simple CMZ or full stacked service Direct customers or through aggregators Whats the process? Simple and easy to access Ongoing admin via client app How to get involved [email protected]

WPD CCSG Wrap up Summary and Next Steps Alison Sleightholm & Richard Allcock Summary Issues and feedback captured from today 52 Next Steps Ofgem ICE consultation July ICE Update submitted and published end of October Dates for 2017 Workshops: Potential CCSG breakout sessions: 24th Oct 2017 53 Update on provision of outage information Update on legals & consents Process and service improvements

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