We've successfully launched a new platform that’s making it quicker and easier for you to get an accurate estimate of how much it’ll cost to connect to our networks.
The new ‘Self-Serve’ tool was launched in late spring, and it’s already helped more than one thousand people who’re considering a new electricity connection find out the information they’re looking for.
In response to growing demand for connections to the electricity network, we've developed the Self-Serve tool to reduce the time customers have to wait for a quote. Thanks to the new system’s capabilities, some initial estimates can now be generated in as little as two minutes.
This new tool is the first in a series of solutions we're devising to improve your experience when you get in touch with us. In the weeks since Self-Serve launched, use of the new platform has exceeded initial expectations, and early customer feedback has been overwhelmingly positive, with 86% of those who responded to our survey praising its ease of use.
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. We plan to roll out the platform to further types of connection in the near future.
A simple, user-friendly process
Self-Serve asks you a few simple questions to generate an accurate estimate.
You'll be 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. You'll also asked if you 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 you to get in touch if more information is needed. In this event, one of our expert advisors will be on hand to support you through the rest of the process.
Responding to greater demand for connections to the network
The move towards greater electrification within communities means there will naturally be a greater demand for power. There will be an increase in requests for connections, and a need for more capacity as people pursue their own options for how to decarbonise.
Not only is Self-Serve giving you the information you want more quickly; it’s also freeing up our connections team to spend more time working with the customers who've confirmed they want to go ahead with a connection to the network.
Andy Scott, SSEN Distribution’s Director of Customer Service says:
“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.”