A new plan to improve customer engagement

02/05/2019
The Data Communications Company (DCC), the organisation behind the central, secure network for smart meters, today unveiled how it will put its customers, the energy industry, at the heart of its future plans.

Announcing a new approach to customer engagement, the DCC set out six key principles: 

Simple, targeted and proportionate engagement that will fall into one of three categories – inform, shape, vote.

Clear signalling on what customers will be consulted on, when and how, with clear feedback on how engaging customers has shaped the DCC’s decision making.

Engagement will be linked to internal decision-making processes to ensure that customer views are sought and considered throughout the life-cycle of programmes and projects.

Increased transparency – sharing the evidence base for decisions where competition law and commercial sensitivities allow and sharing with customers the feedback received.

Better use of external governance frameworks, particularly the SEC panel and its sub-forums, to support engagement.

Improving the organisation’s digital offering, and a new customer portal to provide customers with a single platform for accessing DCC documents and to improve the traceability of engagement. 

The planned improvements follow feedback from the energy industry and from Ofgem within its Price Control decision.  In addition the DCC invited customers’ views in a formal consultation in December 2018.

DCC’s Chief Regulatory Officer, Siobhan Stanger, said:

“I’m absolutely committed that we improve the way we engage and consult so that the energy industry is genuinely involved in developing the DCC’s future at the heart of the smart meter rollout and Britain’s move towards cleaner energy.”

Read the details in full here.