Connecting with our Customers Andrew Bilecki Chief Information Officer Gillian Higgins Head of Service Delivery Customer & Asset

Agenda Who are UK Power Networks? Why Did We Choose Alfresco? Our ECM Journey Connecting With Our Customers Information Dissemination Customer Self Service Collaborating With Our Infrastructure Partners Summary Lessons Learned and Next Steps

Who are UK Power Networks? Where Do We Operate? UK Power Network Services Why Did We Choose Alfresco? Our ECM Journey Where Do We Use Alfresco? Andrew Bilecki Chief Information Officer

Who Are UK Power Networks? UK Power Networks Regulated Distribution Network Operator (DNO) Formed in 2010 – Purchased EDF Energy Networks Key Facts Our 5000 staff service over 8 million customers We own and operate 130,000 sub stations and 170,000 km of cable Each year, we deliver 100,000 new connections to our network We cover an area of nearly 30,000km2

Where Do We Operate?

UK Power Networks Services Infrastructure Services Unregulated Business Design, Build, Operate and Maintain Key Facts Rail – We are currently delivering Great Western Electrification Airports – We operate Heathrow, Gatwick, Stanstead & London City Rail – We delivered HS1, Thameslink & Croydon Tramlink Electrification Defense – We design, build & operate Aldershot & Salisbury Plain

Why Did We Choose Alfresco? Accenture Synapps Solutions TCS & Rackspace IT Enabled Business Change Programme Waterfall & Agile Open Source Enterprise Support Open Standards Single Platform Full Text Search Audit Mobile Support Requirements Definition Platform Evaluation Partner Selection Delivery Approach Cost Avoidance - £1.5m Saving in License Fees

Our ECM Journey

Where Do We Use Alfresco? Intranet Collaboration Document Management Internet

Connecting with Our Customers Information Dissemination Customer Self Service Collaborating with our Infrastructure Partners Gillian Higgins Head of Service Delivery Customer & Asset

Information Dissemination

Award Winning Website Mobile Desktop + Tablet

Severe Weather Normal Prepare 1 & 2 Storm Parameter Driven Modes

Case Study - Christmas 2013 Designed and Built - Christmas Eve Delivered - Christmas Day “Borrowed!” - Boxing Day Customer Fault Map – Open Standards Driving Agility

Customer Self Service

Report It and We’ll Sort It!

Self Service Examples Customer Benefits Ease of Access Speed of Service UKPN Benefits Reduced Cost of Service Higher Customer Satisfaction Scores

Collaborating with our Infrastructure Partners

How Content Supports Major Projects

Sample Collaboration Sites Suppliers UK Power Networks Services Customers

Summary Lessons Learned and Next Steps Andrew Bilecki Chief Information Officer

Summary Lessons Learned Clear Vision of Success Use Vision to Manage by Outcome Remove Adoption Blockers Avoid Heavy Customisation Open Standards Drive Agility Initially, did not fully understand the full potential! E.g. Customer Fault Map Next Steps Support our Strategic Transformation Programme Further Continuous Improvement Website - Foreign Language Support What’s Happening in Our Area Map Enhanced Council / Emergency Services Collaboration & Dissemination Continue to Enhance our Reputation:

Connecting with our Customers Thank You