1. Customer Service Update to IGG
ESB Networks
Customer Service Update to IGG
12th June 2013

2. Planned Outage Communication
Currently post cards to customers detailing planned outages for their area
This method is inflexible i.e. changes to dates, times etc. cannot be communicated quickly
Proposal to send information on planned outages via customers mobile phones
Currently have approx 20-30% mobile numbers, but need to clean and add to this data
Origin of these numbers is both from Suppliers and ESB Networks

3. Collecting Customer Mobile Numbers
Networks application for supply already advises customers that phone number will be used unless they tick ‘opt out’ box
ESB Networks will amend website to facilitate customers inputting phone numbers for contact purposes
NCCC will continue to register mobile numbers from customers who call

4. Collecting Customer Mobile Numbers - Suppliers
Suppliers currently obtain information (personal data) from customers that is passed to ESB Networks (name, address, phone number)
In their role as service provider (data processor) ESB Networks currently use name and address to contact customer
Suppliers can request ESBN (data processor) to also use phone number to contact their customers
Suppliers may need to update their Terms & Conditions to ensure that customers are aware of this
‘Opt out’ process and flagging this in systems will need to be implemented before we go live

5. Powercheck Available on ESB Website and as a smart phone app
Google Map linked to OMS Fault System
Went live November 2012
Currently over 26k hits
Positive response from customers and media
Working to improve accuracy of Estimated Restoration Times
Updating application to include more information

6. Use of Social Media Twitter Youtube
Launching ESB Networks Twitter shortly
Main objective is to provide information on faults to customers
Safety and other messages may also be tweeted
We will also deal with any general queries received (offline).
Managed by Networks Customer Care Centre
Will review operation in six months
Youtube
Use of video to demonstrate ‘how to’ e.g. Read a Meter, Updating Credit on Keypad Meter

7. Training on NPA Activity
Developed a pilot programme for NTs carrying out De-energisation for Non Payment
Subjects covered by the training:
dealing with difficult situations
role of ESBN and NT in NPA activity
legal aspects of NPA
Will roll out to all NTs engaged in this activity over the coming months