Where’s my engineer? New app aims to boost customer service

A new app is being trialled from today to improve response times when customers’ electricity supplies are interrupted.

The “Where’s My Engineer?” app will enable managers to see which appropriately skilled engineer is closest and to advise the customer more accurately of when they will arrive to restore power.

Hosted on company iPads, the app will provide real-time data about the locations of engineers who are often moving around to tackle a daily work schedule that is frequently changing and being updated.

“Where’s My Engineer?” – which is an internal company tool and will not be accessible to customers – is initially being trialled by field staff in Birmingham, Kettering, Leicester, Milton Keynes, Northants, Somerset and Swansea.

NGED Efficiency Delivery Director Andy Pickering said: “Restoring supplies quickly and providing accurate arrival times are more important than ever before for customers, so Where’s My Engineer will provide better customer service.

“By improving our responses, we hope to see a decrease in the time households are off supply as well as better value for money for customers by reducing the costs of tackling power supply issues.”

Subject to a successful trial, we aim to do a wider roll out of the app later in the summer.

We’re aiming to reduce power cuts to their lowest level ever and boost customer satisfaction to 93% by 2028.