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FIGURE 1 EMERGENCY EXERCISE PERFORMANCE 2011-2017 FIGURE 3 EXERCISE
PERFORMANCE OF PERCENTAGE
OF CUSTOMERS CONTACTED
AND COULD SWITCH OFF GAS

2014
EXERCISE VIPER
51%

2015
EXERCISE WOLF
67%

2015
EXERCISE X-RAY
FIGURE 2 FIRM LOAD SHEDDING PERFORMANCE 2009-2014 81%

2017
EXERCISE YIELD
95%

2018
EXERCISE ZEUS
???%

2017 – The project began to progress partners Synergy Creative to design contacting and getting 95 per cent of
at pace, with direction and software a new leaflet and reviewed both customers to agree to switch off in the
decided. Firstly, a new customer documents as part of our participation event of a gas emergency.
database was developed, then a new in the Plain English Campaign, WWU also led the way by being
stakeholder engagement plan. However, ensuring the information was as clear both the top performing GDN and
the new system was not fully working as possible. The new leaflet was a huge achieving one of the best ever
by 2017’s emergency exercise. Despite improvement, looked professional and performances of any GDN.
this, even with some workarounds, had clear messages.
performance improved again to 95 In addition to the letter and leaflet, The new system
per cent. The new system was then we created a supporting webpage: www. The main element of the project was
delivered at the end of November. wwutilities.co.uk/emergencydetails delivering a new system.
This contained similar information to Data received from Xoserve goes
Stakeholder engagement the leaflet, and for the first time allowed directly into the ‘Latest’ database,
WWU has an ongoing programme of customers to contact and keep us up while the previous version is moved
stakeholder engagement. As part of to date with their emergency contact to ‘Previous’. The system then looks
that, one of the aims of the project was details directly. up any changes and copies this into
to improve how we interact with the ‘Xoserve’. Here, WWU can review and
industrial and commercial companies National Gas Emergency Exercise yield 2017 either approve or reject changes. This
we contact. Unfortunately, the new system wasn’t ensures the integrity of the data, with
In previous years, WWU sent out a fully available for the National Gas only approved updates flowing into the
letter accompanied by a standard leaflet Emergency Exercise in 2017. There primary ‘Gold’ database.
with the company logo added (Figure were various issues, like the linking The next part of the system is for
5). The leaflet was printed on plain of sites with multiple meters and creating and modifying incidents or
paper, looked unprofessional and was call transfers not working. The user exercises, where a number of criteria
full of industry acronyms and technical interface was also not as simple and can be applied: LDZ, postcode, target
information. Alongside our corporate clear as per the objective for the load, load size, top X sites and priorities.
affairs team, we reviewed the content of project. Despite these challenges, If required, they can be modified to add
both the letter and leaflet to decide on WWU managed to not only improve further sites/customers, as and when
what information was essential. performance, but also achieved its the situation evolves.
From here, we utilised our corporate best ever performance, successfully The new user interface is clear, simple

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