Scottish and Southern Electricity Networks (SSEN) Distribution has launched a platform making it easier to get an accurate estimate of how much it costs to connect to its networks.
Since launching this spring, the new ‘Self-Serve’ tool has already helped more than one thousand people who have considered a new electricity connection.
In response to growing demand for connections to the electricity network, SSEN has developed the Self-Serve tool to reduce the time customers have to wait for a quote. Some initial estimates can now be generated in as little as two minutes.
In its first phase, the platform supports customers looking to connect up to four domestic properties. In the coming months, customers will also be able to use the platform to estimate the cost of moving a meter, or to apply for an increase in capacity to allow them to install an EV charger or heat pump at an existing property. SSEN plans to roll out the platform to further types of connection in the near future.
Self-Serve asks customers a few simple questions to generate an accurate estimate. People are asked how many properties they’re looking to connect, and to indicate whether these are houses or flats. Using a postcode search tool, the customer can then draw on a map the site boundary, where the cable would enter the site, the meter position, and the cable route. They’re also asked if they plan to install an EV charger and if the central heating will be gas or electric.
With all this information, the system can then generate an estimate there and then or invite the customer to get in touch if more information is needed. In that event, an SSEN advisor supports the customer through the rest of the process.
Andy Scott, SSEN Distribution’s Director of Customer Service, said:
“At SSEN, our primary commitment has always been to our customers, whether it’s doing everything we can to keep their lights on, or supporting their aspirations to make greater use of the electricity network.
“To make this process easier, we’ve harnessed the power of smart technology – and looked very closely at what our customers expect from us – to develop the Self-Serve tool. The ability we now have to give customers accurate estimates more quickly and more easily will transform their experience, but it’s also delivering benefits for our business too.
“While we’re proud of how the system is working, the feedback that really matters is coming from the customers who’re using it. It’s been great to see some of them give comments like ‘no jargon – thought it was fabulous’ and ‘this has made life so much easier’. My team and I will keep working hard to ensure all customers have a similarly positive experience as Self-Serve grows.”
