Summer Update 2019

Mental health awareness week

UK wide and E.ON UK wide engagement week highlighting the topic of mental health, which is the xx biggest cause of absence in the UK. Supporting the inclusive culture within E.ON life we focused on improving awareness

It’s a national week for focusing on wellbeing. In Business Change & Technology we have a number of activities this week that have been arranged along with daily posts on connect. These included people sharing their personal experiences, a lunch time run, walk, making sure lunch breaks are taken.

E.ON life and what this is

There’s a load of posts on the BCT community on what was done starting with

Tim Cope’s post from a month

Delivering the technology needed for Residential outsourcing

Last year the UK residential business outsourced xx call centre and customer facing roles to outsource partners in South Africa and India. BCT enabled this outsourcing by improving and delivering technology to enable this. BCT delivered Citrix improvements and upgrades. Installed more servers and improved performance overall.

Moved from BT NPL router with maximum capacity of 100 MB/ sec to 2 dual 2 GB links – increasing the capacity 20 times and improving customer experience.

As well as access to all systems, outsource partners now also have full access to the UK’s customer contact platform which provides a seamless experience for all customers regardless of how they choose to get in contact whether through phone, email or letter. Old legacy systems such as Aspect nd Barie (an email management tool) were replaced with new CCP technology improving the customer experience and enabling our outsource partners access and use of the tool too.

CCP impacts and what it means for customers, colleagues and outsource Intro and film Post on res outsource

Fixing IT problems

xx walk in centres delivered (similar to a genius bar) where you can bring all your IT problems that you’ve struggled to get fixed, Great NPS of xxx. (these numbers will need updating when brochure is published so that we have latest figures)

Enhanced self serve experience by developing tools to help colleagues with IT Portal. Putting all information, user guides and links to help and support in one place. Improving overall user experience and then promoting through regular communication, tying in communication to wider UK change programmes and promoting self serve tools, making it quicker and easier to reset passwords.

Extra investment in IT stability to improve performance - so over this year we’ll invest almost £7 million on improvements to our aging IT infrastructure.

BC&T Heartbeat established for us to get a view of how the things in our control were performing.

So far in 2019 BC&T have received 96 Heartbeat responses. This is across IT Walk in Centres, Project and Live Service outbound surveys and proactive responses to email signatures.

In Q1 we received a score of +46. This has risen to +70 so far in Q2.

Find your IT walk in centers here

Architect achievements

Designed the architecture for the new UK analytical platform in the Azure Cloud, working closely with the Data Lab to ensure that we align with the Group’s Target BI Landscape

Carried out various Proof of Technology pieces on cloud-based technology for the new analytical environment, including Snowflake and Matillion

Designed a Logical Model as the foundation of a new Common Data Model for Analytics. This will be expanded to provide a single source of truth for analytics in the UK

Carried out a successful Proof of Concept for Fraud Detection using graph database technology (NEO4J)

Initiated the implementation of Erwin as a Data Management tool for the UK with assistance from Data Readiness colleagues

Summer update EAM provides more detail