The project trialled a video-sharing platform that leverages tools such as video/image capture, AI detection, and live markups to enhance customer service and site safety. The platform enables seamless connections between devices like smartphones, tablets, and laptops, and runs directly in a browser—no downloads or installations required.
Customer Service
The project addressed a common challenge: customers often lack the knowledge to accurately describe issues affecting their electricity supply. Simple visual assessments—enabled through video calls—help agents quickly determine whether a problem lies with the electricity network or internal installations.
The platform also improved the reporting of incidents such as low-hanging or downed overhead lines. Previously, vague or inaccurate descriptions often led to unnecessary engineer callouts, only to find issues unrelated to UK Power Networks (e.g., customer meter faults or downed telecom lines). These false alarms wasted time, increased operational costs, and delayed responses to real emergencies. By enabling clearer, real-time visual communication, the platform helped direct resources more efficiently and improved customer outcomes.
Safety
Currently, pre-work and point-of-work risk assessments are conducted either on paper or digitally via Toughpads. While effective, these methods are limited in capturing ongoing site conditions and changes throughout the job.
The new platform introduced a more dynamic, video-based approach. Field staff could record visual data of the worksite, enabling better tracking of site conditions, identification of hazards, and documentation of any changes (e.g., weather shifts or increased site activity). AI tools analysed these visuals to detect risks, support audits, and provide valuable insights for training.
By introducing real-time, visual record-keeping, the platform enhanced safety oversight, helped identify behavioural and procedural drifts, and ultimately reduced risks to field staff. To our knowledge, this was the first use of such technology within the electricity distribution licence area.
