The Connections Excellence Program was established in December 2023 to enhance the way we do business, shift our culture, and set the bar higher for our customer and employee experience, so that Ausgrid can deliver a faster, easier and better value connections experience. This is addressing key customer and employee pain points, is making our processes more transparent and efficient, improving profitability, reducing connection timeframes and helping our customers and partners meet their construction milestones.
We have already delivered a number of improvements, including:
- Increased Job prioritisation for contestable works
- Delivering improved predictability in scheduling with introduction of Service level agreements for the resourcing of contestable works
- Enhanced visibility of network loads for ASP Level 3 designers in the WebGIS platform
- A new Customer Complaints Management Framework to ensure timely, customer-focused responses across Customer Connections
- Increased customer and ASP self-service through the Customer Portal
- Expedited project timelines and improved accuracy with the advancement of the pre-construction meeting earlier into the Design stage.
What's next?
This next stage of the program is commencing the transition of Customer Connections to a digital-first model and laying the foundations for an aspirational customer and Accredited Service Provider (ASP) experience, through modernisation of the connections processes with a new customer portal for Basic applications, and better engagement through advanced digital capabilities.
As part of our refreshed engagement approach, we have established a Virtual Engagement Room (VER) - an interactive online experience that showcases how we are enabling a faster, easier, and better value connections experience for customers, ASP partners, and Ausgrid employees.
