WS2 - Customer Experience

Workstream 2 Products


2018 Products

If you would like to be notified when new products are launched, please join the Open Networks mailing list by clicking here.

If you would like to learn more about the products planned for 2018, please refer to the Phase 2 Project Initiation Document.

Product 1: Good Practice ahead of Connection Applications

This product focuses on the engagement and information that is available for customers before they apply. More specifically, this analysis focuses on current DNO practices to ascertain a level of good performance to act as a benchmark for customer service in advance of making formal connection offers.

Product 2: Management of Capacity

Due to significant overlaps in the scope of this product and that of Ofgem's work on access, input was provided to Ofgem's Charging Futures Forum and a decision was made not to have a separate Open Networks public consultation. 

Product 3: Terms and Definitions*

This document is intended to be a reference document to provide more accessible definitions for terms that are used in the Open Networks project and related activities. It includes definitions for many of the terms that are being used in areas of the Open Networks project including the connection of resources to distribution networks and the provision of services from Distributed Energy Resources (DER) to support transmission and distribution network operation.

*Note: This document has been updated to the refreshed 2019 version

Product 4: Good Practice for information Provision on Flexiblity Services

Given the anticipated growth in the requirement for flexibility services by network operators, this document aims to provide guidance to both customers (flexibility service providers) and network owner/operators on how such services should be offered and procured in a clear and consistent manner.

Product 5: Interactivity & Queue Management consultation

This consultation is now open and will run until 25th January. For more information, please visit our  Public Consultations page.

Product 6: Guidance on Post Connection Changes 

This product aims to provide guidance to customers on the impacts of changes to DER operational regimes and outlines criteria and good practice for network operators and customers.

Product 7: Provision of Constraint Information 

The purpose of this document is to review what information on constraints and curtailment is useful to customers, provide an overview of what information is currently made available and to establish good practice for network operators. A particular focus of this document is information that may usefully be provided to customers on actively managed connections so they have better understanding of what a constraint regime 'looks like', including uncertainties, historical 'likelihood' of events, etc.

2017 Products

Product: Information on Distribution Connection Options

This document aims to describe the different types of connection that DNOs may offer in response to requests from customers.  Customers seek more clarity on the different types of connection available and the level of supply security they provide.  In addition, as some networks become constrained, customers will need to more carefully consider what they need and what they wish to pay for in terms of connection availability.  Useful links are included at the end of this document for customers seeking guidance on getting connected.

Product: Customer Information Requirements 

Product: Customer Journey Maps - Post Connection 

 Product: Customer Journey Maps - New or Modified Connection 

 Product: Customer Category Descriptions