UK Power Networks uses low-code to deliver lean methodology efficiencies and drive CX
UK Power Networks own, construct and maintain the electricity infrastructure across London, the South East and East of England. The standard of service that they deliver is stringently measured by their regulator, Ofgem. Excellent customer experience (CX) is one of their highest priorities so they continually develop innovation, efficiencies and staff development for optimum performance.
The Lean Improvement Team are tasked with up-skilling and empowering employees to consistently achieve better business results. Their programme uses recognised lean manufacturing methodology, helping to develop more effective ways of working through innovation and align services to customer needs.
As 60% of their time was spent administering the process and arranging assessment appointments, they needed a more efficient, effective way to collaborate with teams across the organisation. They also needed to move away from heavy reliance on spreadsheets, with the user errors and inconveniences that these bring. They turned to the speed and flexibility of low-code, using Liberty Create, our low-code platform, to build an application for the Lean Improvement Team.
“The great thing about building the Lean App in Liberty Create is that it gives us the ability to expand, developing and building different elements to the platform. It has given us the tools to build a framework for driving innovation and improving performance.”
Lee Warwick
Senior Compliance Advisor & Network Operations Data Champion, UK Power Networks
“Create was very intuitive to use. Our team members, with training and support from Netcall, were able to quickly learn how the platform worked, allowing us to adjust workflows, create our own automated comms and store relevant data, all in one platform. This saved significant time and cost.”
Jon Hornsey
Lean Programme Manager, UK Power Networks
UK Power Networks learnt from the development of the Lean App that low-code development can enhance and improve existing systems and processes, allowing for iterative deployment. They continue to utilise the platform to empower their teams to significantly improve their performance, further boosting the company’s business performance and customer satisfaction.
UK Power Networks can equip people in the business, those who really understand the process, with the tools that they need to automate existing processes. They are using Liberty Create to develop many new digital journeys which deliver award-winning customer experience – watch the video to find out more.
* DNO – Distribution Network Operator
Find out how UK Power Networks have used Liberty Create to connect the customer journey, to drive new digital services for customers and to intelligently automate GDPR compliance.
83%
efficiency saving
Consistency
across all assessments
Data
gathering, benchmarking, analysis
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