Our View


What we will do and why

Enable customers reporting problems to initiate video calls with our customer service agents to facilitate faster resolution, reduce dispatch of engineers and improve safety.

Key deliverables

  • A browser-based video sharing solution.
  • An app-based safety assessment workflow.

Target outcomes

  • Fast resolution of issues.
  • Efficient support for customers.

Measures of success

  • Reduction in engineers aborted visits.
  • Improved safety and compliance levels.
  • Increase in customer satisfaction scores.

Stakeholder Engagement

Engagement with Customer Services team and Control Systems Automation team for the customer service use case. Engagement with Health and Safety and Network Ops for the safety assessment workflow.

Public Detailed Docs

Planned start:


Target completion:


Key milestones:

  • Proof of concept trial completion (Sept 2023)
  • Integration of digital solution into existing systems (Feb 2024) - Delayed
  • Preparation for BAU transition (Jun 2024)



Date of change Category Description
23.12.2023 Update

Changed milestone two target date from December 2023 to February 2024, adding an additional milestone for BAU transition for new end date of June 2024. Also added a link to additional detail and stakeholder engagement information.