SGN Leverages Digital Innovation to Improve Business Functions

Case Study

Manual processes create incident response challenges

SGN is a major player in GB gas sector. Twenty-four hours a day, seven days a week, 365 days a year, its teams are working behind the scenes and out on the streets to keep customers safe and warm with the gas flowing to 5.9 million homes and businesses in the south of England and across Scotland.

In the rare event when supply is interrupted to SGN’s customers, the operation staff need to respond to fix the problem and make sure their customers are cared for. Major incidents, events affecting 250 or more customers, need a methodical response so that all customers are safe and kept warm throughout the emergency. A mobile SGN command unit is called to the scene, which becomes the hub of operations. From there, SGN deploys their front line engineers throughout the region who are then tasked with responding directly to the incident under direction from the incident commanders.

As engineers are deployed to the scene, the parties are reliant on a steady stream of accurate, incident information; from there, they check on each customer, often turning off their meters to ensure everything is safe. Historically, because of paper-based processes and other manual structures, it was a challenge to coordinate large amounts of resources and get a real time view of how the incident is progressing.

Incident controllers within the control centre or team managers on site need granular data about their customers’ needs and the resources available on the ground to ensure customers are safe and kept warm through times of emergency.

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