First Light
Every new home's window lights up the night its meter is energised.
The job
Shows where new electricity connections stall between application, documents, site survey, occupancy certificate and switch-on. It helps unstick them with evidence, holds developers and contractors to account, and tells the family the day the lights come on.
The moment
New homes waiting for power are shown as dark windows on a night skyline. The head of connections looks at a street of 40 dark windows.
31 of them are stuck at the same step: the occupancy certificate. The whole batch is sent to the person who owns that step.
Within ten days, 28 windows light up in a wave across the screen, and captions from customers appear one by one, such as "the lights are on, thank God".
Calls from that district asking where their request is fall by two thirds.
What it does
- Push a stuck batch to the stage owner
- Send applicants a status update
- Welcome the family on energisation
- Correct an application's stage
- Send developer handover packs
What you see
Night-skyline map story in which windows light as meters are energised, with a stage map, application cards and a monthly developer league.
What it moves
The median days from application to the meter being switched on, and "where is my request" contacts per 100 pending applications.
Built for
- Contact-centre operations
- CX leaders & VoC
