Pillar 1: Strengthen the core and enable the network

Our multi-year transformation program, which continues until June 2024, is central to pillar one of the Corporate Strategy. It is delivering more efficient and effective tools and processes across our organisation, which are benefiting us as a business and our customers.

Highlights from the past year include:

Improvements to network connections

The vital work of streamlining processes for connecting to our network continued throughout 2022-23. The Essential Connections online portal, completed in June 2023, automates the connection process across both low and high voltage connections – from basic connections, such as installing solar panels, to major connections, including new large-scale renewable generation facilities. It is now benefiting customers, Accredited Service Providers (ASPs), electrical contractors, solar retailers and installers, and other partners involved in connections projects. It is also reducing risks – for safety, asset quality, legal, contractual and financial.

Additionally, the portal is streamlining connections processes for non-contestable work, resulting in a pipeline of construction for sub-transmission switching stations and powerlines, as well as zone substations.

Tailoring information access to customers’ needs

Communications with customers continued to improve over the course of 2022-23. We implemented a new centralised customer contact centre system, providing customers with easy access to consistent information across different communication channels, including phone, website, chat and email. A new knowledge hub is providing customers, and our customer contact centre employees, with easy online access to useful information for a wide range of customer enquiries. A new chatbot on our website and Facebook channel is providing automated outage information to customers. The new centralised system is also automating customer sentiment monitoring and offering customers opportunities to complete post-interaction surveys. These improvements are helping customers to find answers to their questions via 24/7 self-service tools and helping us to respond to questions more quickly and consistently.

Strengthening cyber security

Our cyber security program is on track to align with the Australian Energy Market Operator’s (AEMO) cyber security framework and other relevant standards. We are continuing to educate all employees about their role in helping to maintain security and tailored online training for key areas of the business. The results gained from large-scale cyber and email phishing simulations are informing our decisions around scope and targeting. We are also enhancing our processes in line with Security of Critical Infrastructure (SOCI) obligations and to align with best practice cyber security procedures.

Enterprise Asset Management solution

Over the past year, significant progress has been made on the Enterprise Asset Management (EAM) solution, with the project having completed the build phase and entered the testing phase. The vision, objectives and scope of the initiative remain consistent and aligned to the Corporate Strategy: ensuring we replace our current end-of-life system with a modern, cloud-based solution that strengthens our business capabilities across our electricity network. The new solution will manage the electricity network assets as well as the associated works that are undertaken on them over their lifecycle – providing greater and more granular data for the business to make both operational and strategic decisions in the best interests of our customers and shareholder.

Digital twin of our physical network assets

Our industry-leading approach to developing and using a digital twin of network assets continues to improve asset management capabilities. The twin is an engineering grade virtual replica of our physical electricity network. It uses artificial intelligence driven analytics to carry out large-scale analysis, to determine how the network will perform in real life, providing insights that were not previously possible.

In November 2022 we completed the addition to the twin of 10 million historical pole top images, attaching these images to the corresponding assets. The images include capture from drone, LiDAR (laser detection and ranging), asset inspections and defect identification. Benefits include easy confirmation of the as-built network without needing to visit the site. Now, new images are being automatically ingested into the digital twin, ensuring it is kept up to date.

System control improvements

In the past year, we have successfully mitigated operational risks associated with power outages by upgrading our Advanced Distribution Management System (ADMS). The work reinforced our commitment to operational excellence, enhanced the reliability of our services, strengthened our cyber security position, and ensures compliance with Independent Pricing and Regulatory Tribunal (IPART) requirements – with minimal impact to the business.

Network simulation

Our network simulator enables employees to train for low-probability, high-risk events, including for system restoration during unplanned outages.

Network investment planning and management

Our Network Investment Planning and Management system was recognised at the 2022 Copperleaf Asia Pacific and Japan Innovator Awards for workflow management. This system applies a risk-based approach to managing investment from planning through to delivery.

Improved access to digital information for field crews

Our in-house built and maintained Field Portal app provides field-based employees with easy access to network and safety information and tools anywhere and anytime, via iPads and iPhones. App enhancements implemented during 2022-23 delivered improved system layout, easier navigation and better functionality. Many enhancements were the result of feedback from operational teams, so boosted the efficiency and ease of completing day-to-day tasks.

Data-driven culture

In 2022 we brought together the core data and analytics capabilities from across the business into a newly formed data and analytics team. This team has been focused on delivering innovative approaches to how we manage and use our data, enabling key insights and solutions to underpin delivery of strategic projects. These new opportunities for analytics and decision making are being leveraged across multiple business domains, including how we best optimise the network and how we respond to changing customer behaviours. New data sets and reports for network strategy, finance, human resources, procurement and other business areas are providing faster and more accurate results for decision making and regulatory reporting – underpinning the achievement of all four Corporate Strategy pillars.