Getting (and keeping) the lights on with low-code

• Low-code enables business users, who are not trained in coding, to share some of the development work – IT’s workload doesn’t build up and delay the process, and standards and security are not compromised
• Routine tasks are reduced – staff are free to focus on providing better customer experience
• Manually completing an application for a customer took 12 minutes – the process was completely automated by Create, saving 12 minutes for application. UK Power Networks handles roughly 24,000 applications per year, so the time saving is staggering
• Surveys, which took a member of staff 12-15 minutes to raise and book, have been reduced to 30 seconds due to the automated processes – now all staff have to do is find a convenient slot on the planning board and Create takes care of the rest
• The system populates information – so there is less repetitive manual work, beneficial for training, retention of staff and for business continuity
• Processing applications is quicker, easier and with fewer errors
• The customer journey is altogether smoother and slicker

The highest standards

The standard of service that UK Power Networks delivers is stringently measured by their regulator, Ofgem. A range of their customers are regularly surveyed, being asked how satisfied they were and to score UK Power Networks out of ten. As such, excellent customer experience is one of the highest priorities for the CEO and the business, delivering outstanding customer service in the way that the customer chooses to receive it.

UK Power Networks tops the league table in customer experience (CX) measurement. This is judged on a number of aspects, including planned interruptions, general enquiries. It is very important to them to retain this position and the Liberty platform is helping them to drive forward in raising the CX bar.