1. Connecting with our Customers Andrew Bilecki Chief Information Officer Gillian Higgins Head of Service Delivery Customer & Asset

2. Agenda Who are UK Power Networks? Why Did We Choose Alfresco? Our ECM Journey Connecting With Our Customers Information Dissemination Customer Self Service Collaborating With Our Infrastructure Partners Summary Lessons Learned and Next Steps

3. Who are UK Power Networks? Where Do We Operate? UK Power Network Services Why Did We Choose Alfresco? Our ECM Journey Where Do We Use Alfresco? Andrew Bilecki Chief Information Officer

4. Who Are UK Power Networks? UK Power Networks Regulated Distribution Network Operator (DNO) Formed in 2010 – Purchased EDF Energy Networks Key Facts Our 5000 staff service over 8 million customers We own and operate 130,000 sub stations and 170,000 km of cable Each year, we deliver 100,000 new connections to our network We cover an area of nearly 30,000km2

5. Where Do We Operate?

6. UK Power Networks Services Infrastructure Services Unregulated Business Design, Build, Operate and Maintain Key Facts Rail – We are currently delivering Great Western Electrification Airports – We operate Heathrow, Gatwick, Stanstead & London City Rail – We delivered HS1, Thameslink & Croydon Tramlink Electrification Defense – We design, build & operate Aldershot & Salisbury Plain

7. Why Did We Choose Alfresco? Accenture Synapps Solutions TCS & Rackspace IT Enabled Business Change Programme Waterfall & Agile Open Source Enterprise Support Open Standards Single Platform Full Text Search Audit Mobile Support Requirements Definition Platform Evaluation Partner Selection Delivery Approach Cost Avoidance - £1.5m Saving in License Fees

8. Our ECM Journey

9. Where Do We Use Alfresco? Intranet Collaboration Document Management Internet

10. Connecting with Our Customers Information Dissemination Customer Self Service Collaborating with our Infrastructure Partners Gillian Higgins Head of Service Delivery Customer & Asset

11. Information Dissemination

12. Award Winning Website Mobile Desktop + Tablet

13. Severe Weather Normal Prepare 1 & 2 Storm Parameter Driven Modes

14. Case Study - Christmas 2013 Designed and Built - Christmas Eve Delivered - Christmas Day “Borrowed!” - Boxing Day Customer Fault Map – Open Standards Driving Agility

15. Customer Self Service

16. Report It and We’ll Sort It!

17. Self Service Examples Customer Benefits Ease of Access Speed of Service UKPN Benefits Reduced Cost of Service Higher Customer Satisfaction Scores

18. Collaborating with our Infrastructure Partners

19. How Content Supports Major Projects

20. Sample Collaboration Sites Suppliers UK Power Networks Services Customers

21. Summary Lessons Learned and Next Steps Andrew Bilecki Chief Information Officer

22. Summary Lessons Learned Clear Vision of Success Use Vision to Manage by Outcome Remove Adoption Blockers Avoid Heavy Customisation Open Standards Drive Agility Initially, did not fully understand the full potential! E.g. Customer Fault Map Next Steps Support our Strategic Transformation Programme Further Continuous Improvement Website - Foreign Language Support What’s Happening in Our Area Map Enhanced Council / Emergency Services Collaboration & Dissemination Continue to Enhance our Reputation:

23. Connecting with our Customers Thank You