Our strategy and action plan has been built with customer needs, goals, expectations and behaviours at its core

We believe that compelling customer experiences should be anchored in a deep understanding of both the current and future needs of our 3.8m customers as well our other consumers and stakeholders. As we identify and address needs in the near term we must always be working towards the long term goal of net zero carbon emissions in partnership with our wider ecosystem, helping to realise broader societal benefit through our investments.

To evolve our Digital Strategy and Action Plan, we have engaged a wide range of customers, stakeholders and experts, and developed customer personas to capture their needs, priorities, and expectations from digitalisation.

Our Digital Strategy and the propositions it includes guide us in the development and delivery of the products and services outlined in this Action Plan. It also provides a guide towards those products that may be needed in future. For all products and services, we evaluate who will benefit, when they will be available and how we will measure success.

We also provide an overview of the significant work underway internally to develop our digital and data capabilities, laying the foundations that will deliver on our RIIO-ED2 commitments and broader role in realising net zero emissions.

Recognising that digital transformation is a journey of evolving knowledge, innovation, and collaboration, we will update our Digital Action Plan every six months to report progress against goals, adding new products and services as informed by stakeholder engagement.

In our December 2020 publication, we stated our intention to iteratively improve our Action Plan through review and feedback, and in the June update, we improved hyperlinks within the document for easier navigation.