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Network Innovation Allowance (NIA) Projects
Supporting customers in vulnerable situations
EasyKey
Welfare Decision Tool
Working together with Oxford Gas Products (OGP) The EasyKey was progressed as a result of our EasyAssist project. It was determined that if a customer has access issues turning off the ECV, then they will also be unlikely to open up the gas meter box with a standard key. EasyKey is very much about supporting accessibility as well as dexterity. The design means that a small addition is added to the existing meter box door – a bit like a collar, which means that issues making it difficult to operate a typical gas meter box key are eradicated, because it’s much easier to click the new key in to place. There’s also an option to leave it there in situ, but also remove it, by pressing the large button in the middle.
Phase 1 - The Additional Welfare Decision Tool (AWDT) project commenced in April 2020 in collaboration with Fraser-Nash Consultancy.
Phase 2 - Building upon phase 1 of the project, improved functionality has involved key features being added to the software: • Encompassing the alternative heating and cooking form. • Expanding the Priority Services Register (PSR) datalink to a real-time API. • Inclusion of a direct API to accommodate a streamlined process for the delivery of bespoke additional welfare items. • FCOs will have a welfare kit issued with a broad range of standardised items, where a customer in a vulnerable situation requires additional welfare. • FCOs will have a tool at their disposal to effectively assess the customer’s needs based on information gathered at the property and from existing needs codes linked via the PSR. The project has been deemed a success and delivery and rollout of the system is expected to be completed autumn 2024.
The prototype interactive software tool was designed to provide First Call Operatives (FCOs) with a list of welfare items and service recommendations for customers in an off-gas situation. The provisions are tailored to each customer and the Priority Services Register (PSR) is also considered. Customers are provided with the best welfare available for their specific needs and the process for our field operatives is simplified. Linked into the list of provisions is also a range of additional welfare products which can be ordered for delivery to customers via a next-day delivery service. The tool was rolled out to all our first call operatives (FCOs) during the second half of 2023 and is now being used across all networks.
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