Following severe winter storms and the significant issues members of the public had contacting the right company to report a power cut, the Government charged all electricity network operators with implementing a single memorable three-digit emergency number that would automatically route the caller to the right network company. The ENA was directed to deliver this on behalf of the network companies.
We are experts in managing sector specific programmes and projects in a multi-stakeholder environment. We understand the structure of the networks part of the industry, its relationship to Ofgem and Government, as well as how network operators’ call centres operate and how they engage with their customers.
We established the delivery programme including the governance, structure, workstreams, working groups, deliverables, timelines and budgets. Key workstreams included: building a robust case for allocation of a three-digit number from Ofcom, procurement of the nationwide telecom routing service, and procurement of a national awareness campaign. We delivered many of the critical deliverables such as the service requirement specification, the case for a three-digit number and the consumer awareness strategy. We engaged with and manged the diverse and often conflicting needs of a broad range of stakeholders including: all network operator companies, Government, Ofgem, Ofcom, suppliers, consumer groups, organisations representing those with special needs, and the Information Commissioners’ Office.
The national emergency and power cut number “105” was launched by the then Secretary of State, Amber Rudd, and has since provided the general public with an extremely valuable easy to use service that they can rely on in times of need. Amber Rudd commented: “British families and businesses need to know where to turn if they find themselves without power during severe weather or other incidents. A single three-digit number cuts through the confusion and puts people in touch with the information they need, when they need it”. The ENA, along with network operators, was commended for delivery of this valuable service.