Real-Time Networks Customer Engagement PlanJuly 2016

6. Logger installation 106.1 Logger maintenance 10

6.2 Logger removal 10

7. Communication strategy 117.1 Core messages 11

7.2 Branding 11

7.3 Queries and project info 12

7.4 Marketing collateral requirements 12

7.5 Methods of engagement 12

7.6 Channels for engagement 12

8. Safety information 138.1 Our safety culture 13

Appendix 14 Appendix A – Domestic customer information leaflet 14

Appendix B – Domestic customer letter 15

Appendix C – Frequently asked questions 16

Contents

1. Project background  31.1 Project aims and objectives 4

1.2 Customer promise 4

1.3 Our project partners 4

2. Our project audience 52.1 Our customers 5

2.2 Our stakeholders 5

3. Customer involvement 63.1 Customer engagement phasing 6

3.2 Thanking our participants 6

4. Selecting participants 74.1 Vulnerable customers 8

5. Customer feedback 9

1. Project background

With over 80% of peak energy demand supplied by gas, the GB network has a very significant role to play in the journey to a lower carbon future. Key to this is a flexible distribution network that can adapt to the evolving needs of GB.

The assumptions underpinning GB gas network modelling, forecasting and management are outdated. They are based on a transmission network spine supplying downstream distribution networks fed by a consistent source of natural gas (largely from the North Sea). The network models have been developed to ensure security of supply at peak

demand conditions, meaning ‘snapshot’ steady-state modelling at worst case scenarios underpins capital investment within the distribution networks.

As the North Sea reserves have dwindled in recent years, GB is now predominantly a net importer of natural gas. The volatility of gas prices on the international market along with the emergence of unconventional sources of gas, such as biomethane, hydrogen and shale require better network modelling capability to ensure the efficient management of network energy.

Following significant engagement, Gas customers’ in Great Britain (GB) primary concerns are the cost of gas, security of supply and the carbon emissions of the network. There is a continuing need therefore, to re-evaluate the way networks are managed to optimise network operation. Energy networks need to be flexible.

The gas industry in GB is changing rapidly due to a reduction in indigenous supply, the accelerated connection of new unconventional sources, changes in consumer demand, and the introduction of downstream renewable technologies.

Figure 1. Our vision for a flexible network of the future

Real-Time Networks Customer Engagement Plan | 1. Project background 3

1.1 Project aims and objectives

Our Real-Time Networks (RTN) project aims to address two key customer concerns: 1. The cost of gas2. Security of supply

The project objective is to optimise gas network design and operation assumptions by:

• Installing novel flow and gas quality sensors in the network

• Real-time consumer demand, network data logging and communications through a data cloud solution

• Using innovative real-time demand models and network modelling

An understanding of energy delivery content (rather than volume) in the network in real-time and the impact of renewable and unconventional sources will enable the gas networks of the future to:

• Be more responsive to demand changes

• Facilitate connection of new supplies (including unconventional gases)

• Connect new loads with greater confidence of security of supply

• Operate flexibly during maintenance, repair and upgrade operations

• Design and size future pipework more accurately

• Accommodate and understand changes in gas quality

• Respond to demand variations caused by changing weather conditions.

1.2 Customer promise

Our promise to our customers is to keep them warm and secure by delivering gas safely, reliably and efficiently. We are committed to delivering the RTN project for the benefit of all gas customers in GB. We have a unique opportunity to observe the effect of varying gas qualities throughout the network in order to improve the efficiency of the gas in our network and help reduce the cost of rising gas bills for our customers.

In order to successfully deliver our RTN project customer participation is essential. With customer participation we will be able to install loggers to gas meters in a variety of properties which will provide a representative understanding of gas usage. To ensure we achieve participation from 1200 of our customers within the south east Local Distribution Zone (SE LDZ) we will communicate with our customers and stakeholders. We want to provide all those interested in our project an opportunity to contribute to our decision making process and provide them with the information that they need to reach an informed decision on whether to take part in the project.

Our customer engagement and communication process will be guided by the following key principles:

• Our communications will be open and transparent

• Our stakeholders and customers need to feel valued

• We will minimise inconvenience to our customers and prioritise customer experience

• We will consider any potential impact caused by the wider RTN project

• We will provide regular feedback on our progress

• We will respond efficiently to all customer queries and complaints, as per our standards of service

1.3 Our project partners

To help us deliver our promise to our customers, we are working closely with our project partners who are experts in their field.

DNV GL are industry leaders in energy consulting and project execution services.

We have also teamed up with Utilitech, who are experts in gas applications and utility data services. Their specialist engineers will install Utilitech’s innovative battery-powered data loggers.

Real-Time Networks Customer Engagement Plan | 1. Project background 4

2. Our project audience

2.1 Our customers

Participating customers will be drawn from a number of sources, including communities and professional networks. This group will include households, businesses and local institutions, such as schools and hospitals. The sampling process has been designed to ensure that a random representative cross section is achieved across the extent of the SE LDZ.

2.2 Our stakeholders

It is important that the communication and advice that customers receive throughout the project is consistent from SGN, and from their local authorities and community groups. We have identified a roadmap for stakeholders (Figure 2) to ensure the information received from trusted authorities or community groups is accurate, well-informed and confirms our core messages. We anticipate that customers may look for advice from local organisations, and we want them to feel confident that they are making the right decision to participate.

We will work closely with the local councils, local authorities and housing associations to identify vulnerable customers and others who may have specific needs. By keeping our stakeholders informed and involved they can confidently advise customers about our project as it progresses. We will also collect and respond to any customer feedback received by our stakeholders as the logger installations progress.

Our learning from RTN will be shared with other  network operators and stakeholders through various communication platforms, including publications and events. The effectiveness of learning and dissemination activities will be assessed by monitoring feedback from event participants and uptake of learning resources made available via the Project documents page on our project website.

Our RTN website and social media forums aim to raise awareness of the project by a wide range of stakeholders, including other Gas Distribution Networks (GDN’s), industry participants, national and local government, domestic and business customers and locals around the Medway area.

As part of our stakeholder engagement we will organise and deliver a number of gas education events within schools during phase 2 of the project. By speaking directly with SE LDZ community members we’re able to raise the profile of the GB gas industry, and engage with potential participants for the project.

To ensure we’re sharing our findings across the industry, we’ll communicate directly with utility industry networks to keep them up to date with developments and outcomes during the project.

The RTN project will direct its communication towards two groups; our customers and our project stakeholders.

Figure 2. Road to social proof

Real-Time Networks Customer Engagement Plan | 2. Our project audience 5

Minimising inconvenience to the customer throughout the trial is paramount, from installation to removal of the logger in 2019. As part of this, we will prioritise households with external meter boxes as much as possible to reduce the need to access customer properties.

The ongoing impact on each household or business throughout the trial will be minor. Once the logger is installed data will be collected by the logger for 2 years. Throughout the project data will be transmitted without any interference to the participant gas supply.

If a customer no longer wants to be involved in the trial they can contact our Customer Service advisors and we will arrange for the removal of the logger.

3.1 Customer engagement phasing

Our engagement with customers will be carried out in two consecutive phases to ensure that we identify our sample composition at the earliest opportunity.

The number of participants required is minimal in comparison to the number of potential participants within the SE LDZ customer base. However, to maximise the potential to meet the project needs we plan to segment and phase our approach.

Tapping into the existing communities and networks is a key success factor for any customer engagement plan. Greater industry and project awareness may increase the likelihood of participation. This segmented approach is explained in further detail below.

PHASE 1 Utilities industry networks This segment will involve focusing on those networks that are relatively easy to access. They will include SGN staff, associated project stakeholders and key industry bodies. These are companies that are already well informed about the industry and therefore potentially more receptive to an opportunity to participate.

PHASE 2 Households To ensure that the project captures a statistically representative sample of the area, it is essential that we include participants from the general public to augment the number of industry participants.

Businesses We will also select a variety of businesses operating in the trial area, which will be representative of businesses across the SE LDZ. Their involvement is key to the success of the projects’ validity, however we anticipate that gaining their participation may require further engagement, especially with larger businesses. To encourage their participation, we will engage with relevant business stakeholders at the earliest opportunity to highlight the ways in which businesses in particular could benefit from  the project outcomes.

3.2 Thanking our participants

As an incentive and to thank our participants, we will provide them with a free carbon monoxide (CO) detector (including instructions for use), and a high-street voucher will also be given to domestic participants following confirmation that the installation has been successful.

3. Customer involvement

All our communication will ensure selected customers are aware that their participation is completely voluntary and that incentives are available to those households choosing to participate to offset any inconvenience.

Real-Time Networks Customer Engagement Plan | 3. Customer involvement 6

The gas demand data provided by the households will be obtained from 10 groupings, of 50-60 participants in each group. Those groupings will be determined by the size and type of the property in each case, as seen in Table 1. In addition to the gas demand data, supplementary information, such as age of property, consumer segmentation data and Council Tax band, will be factored into the new demand model. This additional information will be important to establishing a representative and up to date demand model that can also take into account the impacts of consumer energy efficiency factors.

Each household will be asked to provide additional data, for example on their appliances and the presence of any renewable energy sources, such as solar PV panels. The provision of this information would be on a voluntary basis only.

The remainder of the random sample of gas consumers will be made up of a cross-section that reside within the LDZ. As a result, this segment of the sample is far more diverse in composition, as displayed in Table 2. It will also be necessary to subdivide each category, for example a primary school is likely to have a very different demand profile to a university.

4. Selecting participants

To provide sufficient data for robust demand models to be created, our sample of 1200 properties will be split into two sections; the first focuses on 600 households and the second on 600 businesses within the SE LDZ. The trial area will also be divided into zones from which our targeted participants will be identified by their socio-economic data.

Table 1. Households – sample breakdown

HOUSEHOLD GROUP

1 bed flats

2 bed flats

2 bed terraced houses

3+ bedroom terraced houses

2 bedroom semi-detached houses

3 bedroom semi-detached houses

4 bedroom semi-detached houses

3 bedroom detached houses

4+ bedroom detached houses

Bungalows

BUSINESS GROUP

Schools

Hospitals

Hotels and halls

Industries

Offices

Pubs and restaurants

Table 2. Businesses – sample breakdown

Real-Time Networks Customer Engagement Plan | 4. Selecting participants 7

The random sample of gas consumers will be compiled in line with the demographics and subdivisions displayed within Table 1 and Table 2 prior to the start of our customer engagement activity. As participants are identified, their characteristics will be cross-checked with the predefined criteria for the sample, from which matching candidates will be selected. At regular intervals throughout the implementation of the plan, the sample will be assessed to ensure socio-economic validity is maintained throughout the project. Should the sample be skewed, further participants will then be targeted based on the remaining requirement of the sample. All of the direct communication, as part of the subsequent implementation phases, will be targeted at the remaining sample identified.

4.1 Vulnerable customers & Priority Services Register

All selected customers within the SE LDZ & Priority Services Register will be encouraged to participate. However, although there will be no risk in terms of loss of supply as a result of having a logger installed or removed, known vulnerable customers will be identified on the Priority Services Register (PSR) and omitted from the data sample. If a known vulnerable customer is registered on the PSR and does want to participate, we’ll consider that on a case-by-case basis and work with local stakeholders to make a decision.

If we encounter a customer during any face to face interaction who we feel is in need of some extra support, we will inform them about the PSR, which they can sign up to through their gas supplier if they are eligible. We consider each customer’s requirements on a case by case basis.

Real-Time Networks Customer Engagement Plan | 3. Customer involvement 8

5. Customer feedback

All feedback including queries, compliments or complaints will be recorded and responded to through our customer service standard procedures to ensure a timely and consistent approach. We will, wherever possible, aim to respond to customers using the same media that they have used to contact us.

Standard procedure

We strive to provide the best possible service and if there is a problem we will do all we can to put things right for our customers. Our representatives on site will be happy to speak to a customer even if they’re not working directly in that customer’s home. Alternatively a customer may prefer to call our Freephone number on 0800 912 1700.

If a customer is deaf or hearing impaired and has a Minicom or Textphone they can make an enquiry or complaint free of charge by calling 0800 912 1702 (option 1). We will make all information available in Braille, audio or large print on request and provide assistance where English is not the first language. We treat all complaints seriously and confidentially. All complaints will be handled in a courteous, prompt and straightforward manner. We will investigate a complaint fully, and provide a substantial response within 10 working days or 20 working days where a site visit or third party enquiries are required. When required to make a site visit in order to resolve an enquiry or complaint, we will agree a mutually convenient time with our customer.

The different remedies that customers can expect from our complaints resolution are:

• An apology where we have failed to provide a satisfactory level of service

• An explanation addressing the issue(s) raised

• Any appropriate remedial action

• The award of compensation in the appropriate circumstances under our Guaranteed Standards of Service, as prescribed and monitored by our regulator Ofgem

• Awarding a goodwill payment if appropriate to the circumstances

• If a customer cannot reach agreement with our Customer Service team or our site representatives, the matter can be escalated to the Head of Customer Service who has the authority to review a complaint and take an independent view. The Head of Customer Service will investigate a complaint fully, contact the customer within 10 working days and give a substantive response within 20 days of receipt of the customer’s escalated concern

We recognise that we may not always succeed in wholly resolving a complaint. If a customer is not happy and we have not reached a satisfactory resolution within eight weeks of receiving a complaint, the customer can seek the assistance of the Ombudsman Services: Energy, an independent dispute resolution service.

SGN contact details:

2nd Floor Inveralmond House 200 Dunkeld Road Perth PH1 3AQ

Tel: 0800 912 1700 Fax: 0800 912 1701 Email: customer@sgn.co.uk

Energy Ombudsman Services contact details:

PO Box 966 Warrington WA4 9DF

Web: ombudsman-services.org/energy.html

Tel: 0330 440 1624 Fax: 0330 440 1625 Email: enquiries@os-energy.org

Real-Time Networks Customer Engagement Plan | 5. Customer feedback 9

Utilitech engineers are experts in meter logger installations, which is why we have specially selected them to help with our project. Like all SGN engineers, Utilitech engineers will show their ID to our customers prior to the installation so customers are confident in providing access. We also operate a password scheme whereby if a customer would like to feel more secure we can offer a password with that customer, free of charge. The engineer will quote this on arrival so that the customer can be reassured it is a genuine caller.

During the installation the engineer will assess the site and the surrounding area. If a key hazard is identified, no work will be performed until that risk has been mitigated.

Once the area is deemed safe, our engineers will locate each unit in a position that is as discrete as possible for the customer and when fitted, the pulse sensors and communications will be connected, activated and tested. After it is confirmed that the logger is working correctly and transmitting data, a completion of works notification shall be provided to the participant.

6. Logger installation

Customer participation is key to the success of our project. As part of their participation we will ask customers to allow a Utilitech engineer to install a data logger to their gas meter.

Figure 3. Logger device (Cello 6 V3)

Figure 4. Commercial property logger installation

For customers with an external meter, the logger can be installed in their absence and a calling card will be left to indicate that the work has been completed.

Data will be collected from the loggers installed on each participant’s gas meter, capturing data at 6 minute intervals and transmitting the data on a daily basis daily basis. Once that data has been collected it will be combined with weather data and gas quality and flow information from within the network to form the basis for the development of our RTN model.

6.1 Logger maintenanceMaintenance of the data logger is unlikely to be required. However, if maintenance is necessary the customer will be provided with an appointment time that they can rearrange. If the logger is fitted to an external meter and the customer has confirmed their participation for the installation and maintenance without their presence, they will be notified that we intend to access the device on a specific day and they will be provided with a completion of works notification.

6.2 Logger removalAt the completion of the trial in 2019, each logger will be scheduled for removal from the participant’s premises. This customer interaction will be similar to the installation process. Each participant will receive an appointment letter with contact information to reschedule the appointment if required.

Real-Time Networks Customer Engagement Plan | 6. Logger installation 10

The deliverable outputs from our communications strategy are to:

• Provide the customers, key stakeholders and community groups with the correct information in order to allow them to support the project where necessary

• Provide customers with the correct information regarding the project and facilitate their feedback

• To respond to customers’ feedback and concerns in a prompt and efficient manner

A successful communications strategy would be to fulfil all sample requirements within phase 1 and early in phase 2, with little to no complaints and feedback that indicates a positive experience.

7.1 Core messages

Our core messages use across all stakeholder and customer engagement are:

7. Communication strategy

1. RTN aims to deliver a flexible network which is cheaper, environmentally friendly, and more efficient and secure to cope with changes of the future energy industry

2. RTN will install and demonstrate novel sensor technologies, associated hardware and software, and infrastructure in a representative section of the GB gas network

3. Our customers could play a significant part in the future of the GB energy sector

7.2 Branding

Branding will play an important role in encouraging customer engagement. We are already a well-established, recognised and reputable company with a network that includes 74,000 km of gas mains, distributing natural and green gas to 5.9 million homes and businesses across Scotland and the south of England. We’ll use our brand reputation to drive the customer engagement campaign, and to build on our existing reputation as a safe, responsible and friendly utility network. We have also created a project specific logo which will be on all our project documentation to make it distinguishable.

Real-Time Networks Customer Engagement Plan | 7. Communication strategy 11

7.3 Queries and project info

To ensure consistent information is provided to customers we have anticipated key questions which customers may ask our engineers, customer service advisors or their local stakeholders during the project. These questions are based on previous project experience, such as SGN’s NIC Opening up the Gas Market project which successfully engaged with customers to achieve full customer participation. Our anticipated frequently asked questions are listed in Appendix C.

7.4 Marketing collateral requirements

Our marketing strategy is underpinned by consistent key messages, designed to target customer needs and stakeholder interests at various stages throughout the project.

Any marketing material produced to support our customer engagement will:

• Inform the reader about the project, industry and SGN as an organisation, and our motivation for undertaking the RTN project

• Notify potential participants and stakeholders of the projects aims, its significance and of the required commitments by those willing to take part

• Encourage the targeted individuals, households and businesses to participate in the project

7.5 Methods of engagement

To ensure our customers are cared for, consideration is given to each of our methods of engagement.

PHASE 1 SGN employees and our company stakeholders who live in the trial area will be contacted via email and text message requesting their participation on our project website (sgn.co.uk/real-time-networks)

PHASE 2 We will send a leaflet and letter to selected customers with a proposed appointment (See Appendix A & B) time when a project representative shall visit the customer to provide information about the project and request their participation. The letter shall however, also offer an opportunity for the customer to participate via our project website or by contacting our Customer Service team if they do not wish to discuss the project beforehand.

Businesses We will send a letter to selected businesses requesting their participation. However, larger industrial customers within the area may already have a logger or data capture infrastructure fitted to their metering asset that we may be able to collect data from for the project purposes. In these cases we will attempt to gain access to that data, subject to its frequency and suitability, as this could help us to meet our project objectives with little to no impact on the business customer directly.

7.6 Channels for engagement

Letters and emails will be the primary communication channels to individual customers, however customer preferences will be recognised and we will use other channels including:

• Social media; Twitter, Facebook and YouTube

• Information leaflets

• Project website as part of the official SGN website

• Personal conversations by telephone or at customers’ properties

• Local meetings to present and discuss project plans with customers, key stakeholder groups, such as schools and industry bodies

• Press releases in local newspapers

Real-Time Networks Customer Engagement Plan | 7. Communication strategy 12

8. Safety information

8.1 Our safety culture

Safety is at the heart of everything we do, whether it’s the safety of our customers, the general public, our employees or contractors. Underpinning this and guiding our behaviour is our safety value, which states ‘we all take responsibility for our own safety and for the safety of others’. Our existing safety culture shapes the behaviour of our employees to ensure they assess risks, follow procedures, use the correct personal protective equipment (PPE) and adopt a ‘don’t walk by’ attitude. This culture is already embedded with all our employees and those working on our behalf.

Don’t walk by Our employees and contractors are all trained to be vigilant for their own and others’ safety, don’t walk by and respond positively if colleagues point out a safety risk or lapse. This don’t walk by attitude will be adopted during this project, particularly when working in our customers’ premises. Our representatives will take appropriate action when they come across an unsafe installation, as defined by The Gas Industry Unsafe Situations Procedure. In addition to gas safety, if we come across a customer who we feel is in need of some extra help and support, we shall take a proactive and individual approach to address the needs of the customer. All our engineers will be trained in dementia awareness and recognising Fuel poverty and vulnerability.

Risks Customers involved in our project will receive guidance to ensure their safety. It is not expected that any RTN project activity will pose a risk to safety for members of the public or our staff and contractors, but there will be a process to determine all safety considerations for each trial, and an establishment of work methods where necessary. To manage any customer engagement issues and safety risks, the project will utilise proven procedures for this project. Key hazards which may arise from the direct customer engagement tasks are identified below:

1. Access issues There may be issues with access to meters, such as working in cupboards above head height, unfamiliar or unfriendly dogs within the property, exposure to the elements whilst working on externally mounted meters and other meter obstruction etc. The appropriate controls for these hazards will be discussed and agreed with the customer.

2. On-site arrangements Our engineers will clearly and politely discuss any temporary onsite arrangement that may need to be made during the installation period. These arrangements may include the need to keep the doors closed to keep children and pets away from work activities or other similar measures.

3. Customer privacy Participation confirmation will be received from customers in advance. All members of staff carry photographic ID.

Each of the above hazards have been scored accordingly and recorded on our risk register, with appropriate mitigations put in place.

Real-Time Networks Customer Engagement Plan | 7. Safety Information 13

Appendix

Appendix A – Domestic customer information leaflet

The benefit to youTo show our appreciation, participants will receive a free carbon monoxide detector worth £30, and a high street voucher as an extra “thank you”.

About SGNWe manage the network that distributes natural and green gas to 5.9 million homes and businesses across Scotland and the south of England. Whoever your supplier is, our pipes deliver gas safely, reliably and efficiently to every one of our customers. It’s your gas, in our network.

We have also teamed up with Utilitech, who are experts in gas applications and utility data services. Their specialist engineers will install Utilitech’s innovative battery-powered data loggers.

You can find out more on our website at www.sgn.co.uk/real-time-networks

If you have any questions, please call us on0800 912 1700

Follow us @SGNgas

Find us on Facebook

Smell gas? 0800 111 999

Your part in the gasnetwork revolution

Our Real-Time Networks project aims to make your gas supply more secure and a�ordable. As a customer in our trial area, you could be part of this project. To take part, all you need to do is let us record information from your meter.

We are innovating in your areaWe’re collecting up-to-date (or “real-time”) data about the gas we deliver to you. Innovative use of sensor technologies, associated hardware and software, and infrastructure will be installed on our network to measure gas flow, pressure, temperature and quality. This information will give a real-time view of our gas network performance.

Why?Great Britain’s gas industry is changing and the cost of energy is continuing to rise. These factors cause gas provider costs to rise, which increases bills for customers. We want to reduce costs by improving our network, and adapting how we distribute gas to meet the evolving needs of Great Britain's gas industry.

We need to collect information about gas usage from a range of customers to know the exact gas demand over the trial period. This data can then be used to tell us exactly how people use gas, and how much gas will be needed and when. This increased accuracy will ensure our supply to you and all customers in Great Britain is even more e�cient in the future.

Where it’s happeningOur trial will be in south-east England. This area was selected because it has a range of property types, businesses and population which closely mirrors Great Britain as a whole. This means our trial here could be scaled to show how a real-time network would perform nationally.

Your involvementAs a customer in our trial area, you could be part of this energy innovation. To collect enough information, we need to install data loggers to customer meters across a range of properties. The information collected will be confidential and only used to inform the Real-Time Networks project.

If you participate, our engineers from Utilitech will install the data logger, which will take around 30 minutes with no disruption to your gas supply. We will begin installations in September 2016 and the data loggers will be removed in 2019 following the end of the project.

Taking part• Participation is optional and easy• You don't need to be home if your meter is outside• You only need to opt in

If you’re happy for us to install the logger at your meter box, please call our Freephone number on 0800 912 1700 to confirm with our Customer Service team or visit our website, sgn.co.uk/real-time-networks.

If we don’t hear from you beforehand, one of our engineers will arrive at the time specified on your letter to discuss your participation in the project. This appointment can be changed by calling our Customer Service team on 0800 912 1700.

If you would like to take part, our specialist Utilitech engineers will return to install a discrete logger to your meter. You do not need to be at home for this if your meter is on the outside of your property.

30 minutes later the installation will be complete and you will receive a CO detector and a high street voucher as an extra ‘thank you’ for your participation.

3

21

By taking part in this industry-first research, south-east England is leading the way in energy innovation.

4

Real-Time Networks Customer Engagement Plan | Appendix 14

SGN Inveralmond House 200 Dunkeld Road Perth

PH1 3AQ The Occupier <ADDRESS> <ADDRESS> <ADDRESS> <ADDRESS> [Date] Dear Sir or Madam, Meter logger installation We are carrying out vital research which could lead to cheaper gas for you and all gas customers in Great Britain. To make this possible we need to collect information about gas usage from your meter and from 1200 other customer meters in south-east England. Be part of it and help lead the way in energy innovation. If you’d like to take part, our ‘Real-Time Networks’ project team will collect data from your meter for 2 years to ensure we have enough information. But first, we need access to your meter for about 30 minutes while one of our specialist engineers from Utilitech installs a discrete data logger. There will be no disruption or change to your gas supply and you don’t even need to be home if your meter is outside. To participate, please;

Visit our project website at sgn.co.uk/real-time-networks or Freephone our Customer Service Advisors on 0800 912 1700.

If you’d like to discuss your participation we will be in your area at:

[DATE] between [DATE] from [TIME] and [TIME]

You can also request a specific appointment by contacting our Customer Service Advisors and we’ll change it to a time that suits you. To thank you for participating, we’ll also give you a high-street voucher and a free carbon monoxide detector. For full details on what’s involved in our project, and how you can be part of GB’s low carbon energy future, please see our enclosed leaflet or view our short film at – sgn.co.uk/real-time-networks- . If you have any questions, please phone us on 0800 912 1700 or email customer@sgn.co.uk. Yours sincerely,

Alex Webb Project Manager, SGN

Appendix B – Domestic customer letter

15

What is a ‘real-time’ network?

Gas is delivered through a network of pipes. A real-time network would use real-time sensors which record key information about the gas (gas flow, pressure, temperature and quality). This information will give a representation of actual gas network performance. An enhanced ‘real-time’ network will ensure gas is delivered to our customers safely and more efficiently.

When is it happening?

The project will run for three years from April 2016 to March 2019. We plan to begin installing loggers to customer gas meters starting in September 2016.

What does it involve?

Discrete data loggers will be installed at customers’ meters to record gas usage. To make sure we have enough information to show the potential of our real-time network, we need to install 1200 loggers to measure the gas usage at a range of premises.

Why was I selected for this project?

As a chosen participant, you are an SGN customer living in our trial area and use gas which is delivered through our pipes. For this project we need to collect information from properties on our customer list. We have chosen your property because it contains certain features which put it under a property category. We need a number of properties from each category to make our data collection valid.

How did you obtain my information?

Gas industry and commercially available socio-economic information.

What data is being collected?

Data loggers will be installed at customers’ meters to record gas usage and the information collected from our sensors and loggers will be transferred wirelessly to our secure data storage facility.

What’s in it for me?

To show our appreciation, each participant will receive a free carbon monoxide detector, worth £30, and a High Street voucher as an extra ‘thank you’.

Will it cost me anything?

No.

Will there be any disruption to my gas supply?

No.

What if I don’t want to take part?

Participation is voluntary and participants will need to agree before we install the logger equipment to gas meters. If you do not want to take part, let us know and you will be removed from our customer meter list.

Do I need to be at home when the engineer comes to my property?

You don’t need to be home if your meter box is outside and accessible. In these circumstances you can confirm participation over the phone or the project website. If your meter box is inside your property, you will need to be present for access.

Will the data collected be confidential?

Yes. Data will only be used for network analysis, design and planning. It will not be passed on to anyone outside of the project. Our Data Protection Strategy will provide further details.

Appendix C – Frequently asked questions

Real-Time Networks Customer Engagement Plan | Appendix 16

You can find out more on our website at www.sgn.co.uk/real-time-networks

If you have any questions, please call us on0800 912 1700

Follow us @SGNgas

Find us on Facebook

Smell gas? 0800 111 999