ELEXON Customer Survey actions: improving the things that matter to you

It’s been a few months since we published the results of our 2017 Customer Survey, and even though we were proud to see another year of high scores across our services with particular appreciation shown for our expertise and professionalism, we wanted to let you know what we have been doing to improve the things that matter to you.

New ELEXON website – coming soon

We have been busy working on the redesign of the ELEXON website and the good news is, it’s nearly ready. You have told us that sometimes it is difficult to find what you are looking for on our current website, so we’ve worked hard to make sure you will be able to locate the information you need easily; whether that’s when you’re in the office or on the go. And you will be able to create your own My ELEXON area where you can add your ‘favourite’ pages so you’ll able to have easy access to the ones you use most often.

In the coming days, you will be able to have a preview of what it will look like and be able to explore a snapshot of the new site. You will also be able to tell us what you think of it too. Watch out for a banner on the current website letting you know when it’s available.

Improving our audio visual meeting and conferencing facilities

You’ve told us that sometimes it’s difficult to attend a meeting or workgroup just for a couple of hours, so we have been investigating various solutions to improve our audio visual conferencing facilities so everybody has an opportunity to participate and get involved. During April, we will be installing new audio visual equipment to make it easier for you to take part in a meeting remotely, work collaboratively with other participants and even see who is talking with the use of a voice-controlled video camera.

We are even improving the sound-proofing in one of our meeting rooms as sometimes the acoustics aren’t very good, which results in echo and feedback on calls.

When we have everything in place and we’re ready to go, we’ll let you know and provide you with user guides to set things up at your end. And we’ll make sure our meeting hosts are fully trained too.

Improving our committees and workgroups

We received a number of comments and suggestions on how to improve our committees and workgroups ranging from encouraging a broader mix of parties to participate, to the quality of committee chairs. We have identified a number of improvements that we will be implementing over the coming weeks and months including providing top quality chair training, refreshing our chairperson’s charter to cover behavioural aspects as well as the procedural elements.

We are always looking to enhance and improve the service we provide to our customers; it’s something that we strive to achieve, so if you have any feedback or suggestions on how we can improve the things that matter to you, please contact Kate Norton, Head of Communications at kate.norton@elexon.co.uk


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