Solution

Seconded to NGN Aqua (Jo Dixon) was Consumer Workstream Lead. This role was to lead and manage the Redcar Customer Team plus other consultants and contractors supporting the project. Collaboration with other delivery partners, teams across NGN e.g. Legal, Commercial and various team from DESNZ was a large part of the role.

Work was carried out to refine and further develop:

• The consumer offer
• Consumer protection plan
• Vulnerability Strategy
• Insight and research strategy

Worked closely with the Communication Manager to develop the Communication and Engagement Strategy

Managed the Redcar Customer Team who engaged with the local community and operated a Hub in Redcar where customers and interested parties could visit.

Created structures and role profiles for the future team needed to deliver the project.

Managed the contract and ongoing activities with the external provider for consumer research and insights.

Managed the contract with external auditor.

Engaged with Northern Powergrid to start to build relationships and ways of working that would minimise customer impact for those who may need electrical upgrades.

Engaged with NGN’s Consumer Engagement Group to keep them updated.

Provided data for PMO and was key to the development of the overall project plan.

Created weekly reports for programme management board.

Worked with IT providers to develop the CRM system needed to manage customer interaction.

Process mapping and the development of all customer journeys.

Managed the information requests from DESNZ teams to ensure responses and information was provided, meeting with DESNZ regularly.