Making the Connection

On Thursday 14th December 2006 a landmark figure was reached for ESB Networks as we completed our 100,000th customer connection for 2006. By the end of 2006 we had topped the 105,000 connections figure - a record level of new connections in any single year.

Congratulations to all the staff across ESB Networks who made this possible. This was a huge achievement for the staff involved in the new connection process. It has once again demonstrated how staff in ESB Networks can respond to the challenges presented. We have not only delivered record volumes of connections but also improved delivery times.

The record level of new connections in 2006 was made up of 22,000 once-off domestic new connections, 69,000 domestic housing scheme and apartment new connections and almost 14,000 commercial connections. This represents an increase of 18% on the number of connections completed in 2005. It was achieved through a huge effort by all ESB Networks' staff involved in the new connection process

So how does the new connection process work?

• Customers send all application forms and associated maps directly to the Network Services Bureau, (NSB) in Athlone.
• Once-off connections are set up on the SAP-ISU system and the team in the NSB issue a quote. Building developments are also set up on SAP-ISU and currently, quotes are issued from the local ESB Networks office.
• The customer returns the payment and agreement to NSB in Athlone.
• The design is completed by the local designer in Network Services and the job is issued for construction
• Once the customer has provided ESB with the ducting required and their electrical contractor has provided ESB Networks with the wiring certificate the connection can be completed.

Delivering service excellence in every aspect of our dealings with customers is one of our key goals. Our detailed Customer Service Improvement Plan, 2006-2010, sets out the objectives and targets that must be successfully implemented in order to achieve our goals

As part of this plan, at the end of 2005 Network Services identified that there was a backlog in the new connections process and consequently, we were unable to meet the connection timeframes in our Customer Charter. Following a review, a plan of action was drawn up by Network Services to address all the issues during 2006 and forming part of the Customer Service Improvement Plan.

As a result of the measures taken and the hard work of staff we have seen the output in the design phase of the business increased. Extra resources were provided to Network Services in some parts of the country by Network Projects and by Contracting Partner’s Contractors. Network Services concentrated all its internal construction resources on new connections.

Another key change in the way we did our work. We proactively contacted customers who had paid their capital contributions to find out how their own construction was progressing and to advise them what needed to be done to get the connection completed within charter. We also developed a much better management reporting system that told people what work was in hand and how far off they were in meeting their targets for eliminating the backlog.

As a result of the commitment and effort of all our staff involved in the new connection process we have not only delivered a record number of connections, we have improved our processes, customer complaints are well down and we are on target to deliver all our connections within charter early in 2007.EM