UK Power Networks

Company Overview

UK Power Networks is the UK’s largest electricity distribution network operator, delivering power to approximately 8.5 million homes and businesses across London, the South East, and East of England. They manage the infrastructure that ensures safe, reliable electricity distribution for millions of customers.

Challenge

UK Power Networks faced multiple operational challenges, including:

• Managing GDPR compliance processes – Their existing approach relied on manual workflows, emails, and spreadsheets, leading to inefficiencies and an increased administrative burden.
• Handling high volumes of complex workflows for connection requests – With around 9,000 requests per month and nearly 100 internal users, coordinating interactions between end customers, contractors, and internal teams was becoming increasingly complex.
• Cost considerations – Existing tools, such as Microsoft Power Pages, would have been significantly more expensive due to the high number of authenticated visits required for their use case.

To address these issues, UK Power Networks needed a unified, scalable solution that could automate compliance and connection request workflows while maintaining cost efficiency.

Solution

UK Power Networks deployed a Compliance & Workflow Management application built on Netcall’s Liberty Create platform, delivered by Velocity IT’s expert team. The solution:

• Automated GDPR compliance tasks, including Data Subject Access Requests (SARs), erasure requests, data breach assessments, and Records of Processing Activities (RoPA).
• Streamlined connection request workflows, managing thousands of requests monthly while ensuring smooth interactions across multiple user groups.
• Reduced operational costs by offering a predictable pricing model that avoided the high per-user authentication fees of alternative platforms.
• Enhanced efficiency with intelligent task routing, seamlessly transferring complex cases to expert human resources when necessary.

By digitising these processes, UK Power Networks ensured greater consistency, transparency, and efficiency across their operations.

Results

The implementation delivered significant benefits:

• Faster, more accurate compliance management, reducing manual effort and minimising regulatory risk.
• More efficient processing of connection requests, allowing UK Power Networks to handle 9,000+ requests per month with a streamlined workflow.
• Cost savings compared to alternative platforms, making it a scalable and sustainable solution.
• Improved user experience, with automated workflows ensuring smoother handoffs between systems and expert teams.

Lee Warwick, Data Privacy Advisor at UK Power Networks, commented on the impact of the transformation:

“The new digital processes ensure adherence and compliance, rather than the team spending a high proportion of their time chasing activities to meet the necessary compliance steps. It provides us with the framework to minimise the potential for any breaches or fines, as well as reducing admin time for colleagues across the business. We’ve moved from labour-intensive and manual processes to a system that’s automated, organised, easy to track and audit, highly visible and ‘all under one roof’.”

By leveraging Velocity IT’s expertise and the Netcall’s Liberty platform, UK Power Networks has created a future-proof solution that not only ensures GDPR compliance but also optimises high-volume, complex workflows across their business.