Insight.

Triangulating insight to evidence engagement impact for Electricity North West.

 

“Michael has had an immensely positive and enduring impact on the quality of our engagement processes, systems, senior decision-making, and outcomes. His strategic input, analytical mind, and personable influencing style has elevated our performance and set us on a positive trajectory for the next regulatory period (2023-2028). With stakeholder engagement now embedded in the organisation Michael has helped ensure that we are delivering the outcomes that our customers and wider stakeholders want and value. ”
— Paul Bircham, Engagement and Regulatory Strategy Director, Electricity North West

  • The Challenge.

    Ofgem’s regulatory SECV incentive assesses how well energy distribution networks:

    1. Engage with their stakeholders to inform strategy

    2. Address the needs of vulnerable consumers. 

    The incentive has both financial and reputational impacts.

    Michael was employed by Electricity North West (ENWL) to improve their SECV performance.

  • How We Created Clarity.

    Over a 2 year period Michael conducted extensive analysis of stakeholder engagement activity. This included:

    1. Strategic reviews of stakeholder engagement
    2. Stakeholder mapping, gap analysis and prioritisation 
    3. Drafting and implementing annual SECV improvement plans
    4. Quantification of stakeholder engagement outcomes
    5. Ongoing triangulation analysis of customer and stakeholder insights.

     Much of this is published in ENWL’s Customer and Stakeholder Engagement Strategy.

  • The Result.

    Michael has led the development of ENWL’s annual SECV report since 2019/20.  In doing so he has successfully influenced senior management to embed stakeholder engagement within the business.

    This has ensured there is a clear line of sight between stakeholder feedback loops and business decision-making and enabled agility in the company’s response to COVID-19, and latterly the cost-of-living crisis.

    Through embedding Social Return on Investment (SROI) Michael has aided the prioritization of over 150 investment cases.  

  • The Impact.

    ENWL’s  SECV score improved from 4.54 (‘weak’) in 2018/19 and 12th position to 6.03 (‘fair’) in 2019/20, and 6.61 and 5th position in 2021/22, earning the company an incentive reward of £1.87m.

    The company is now routinely shortlisted for awards that recognise its work in addressing the needs of vulnerable customers.

Our Work