National Grid 2014 Annual Report Download - page 35

Strategic Report Corporate Governance Financial Statements Additional Information
We own and operate four of the eight regional gas
distribution networks in Great Britain. Our networks
comprise approximately 131,000 kilometres
(81,000miles) of gas distribution pipeline and we
transport gas from the gas national transmission
system to around 10.9 million consumers on behalf
of 32 gas shippers.
Gas consumption in our UK networks was 264 TWh
in 2013/14 compared with 306 TWh in 2012/13.
Wemanage the national gas emergency number
(0800 111 999).
This service, along with the enquiries lines,
appliance repair helpline and meter enquiry service,
handled nearly 2.5 million calls during 2013/14.
Where we are heading
We have articulated an ambition for 2017 – to be
thebest gas distribution business in Britain. We are
using modern technology and new, innovative
techniques to develop gas networks that are fit for
the future, safe and secure, keeping people warm.
Our regulator is able to make direct comparisons
between the performance of our four gas
distribution networks, and others. Customer
expectations are increasing across all industries
andwe are responding by focusing more effort
thanever before on providing a good-quality service
at an affordable price to all our customers and
stakeholders. We will do this by carrying out our
works in the most efficient way possible.
What we’ve achieved during 2013/14
• We have improved our overall safety performance
(see page 10). We have focused on reducing cable
strikes with programmes like ‘dial before you dig’
and seen a 14% reduction in cable strikes
during2013/14.
• The number of customer complaints we received
during 2013/14 was 13.3% less than the previous
year. However, we know our customers want
more and we are focusing our attention on
improving even further, particularly the experience
customers have when they want to connect to
ournetwork.
• Last year we listened to what our stakeholders
had to say through our consultation process and
we made 29 commitments to improve in areas
ofstakeholder priority such as fuel poverty,
vulnerability, gas safety – including carbon
monoxide awareness – and new and innovative
ways of working.
• We have been simplifying and improving the way
we work so that our employees can be as
effective as possible and our customers get a
service they value. We are doing this by looking
for ways to streamline, innovate and improve
everyday working practices with our business and
our strategic partners who help us reach ourgoals.
• A notable example of innovation during 2013/14
has been the use of a repair robot called CISBOT
to fix a leaking 18 inch gas main in London. This
was the first time in Great Britain that an 18 inch
gas main has been fixed by robots. This kind of
automation reduces traffic disruption and avoids
the need to shut off the gas while doing the repair
work, making life easier for people.
• Working with Future Biogas we successfully
commissioned the first commercial biogas-to-grid
project in Doncaster. The biomethane injection is
produced from a maize feedstock and is the first
of 20 similar projects that we are committed to
connect during 2014/15. This kind of project
promotes the future role of gas in the transition
toa low carbon economy and is also the first of
80connections we expect to complete over the
RIIO period.
Priorities for the year ahead
All our priorities support our Gas Distribution
ambition and are above and beyond meeting
ourstandards.
• Achieve our safest year ever by improving the
safety to members of the public, continuing to
reduce cable strikes and making improvements
that will help reduce the number of third-party
encroachments.
• Improve the experience our customers have with
us and the way in which we engage with our
stakeholders, including reducing complaints and
rejuvenating our customer connections process.
• Invest in our people to help them develop their
skills and increase their capability, including a
focus on the role of the supervisor and promoting
accelerated development assignments.
• Engage with our people by embedding
performance excellence in the remainder of our
Gas Distribution business and delivering on our
enhanced engagement strategy.
• Drive innovation so we can improve the services
and value we provide to our customers by both
maximising existing technology and identifying
new opportunities for future development.
• Improve the quality and availability of our data and
management information so we can operate more
efficiently in the future.
UK Gas Distribution
Principal operations
continued
25%
UK Gas Distribution
adjusted operating
profit of Group total
33