NDT utility wood pole testing device
SP Energy Networks CBA framework to condition base assess all their wood pole network over a 2yr period from 2017 to 2019. The assessments to detail LV ESQCR design solutions to be the cornerstone of these works. The delivery of excellent customer service to be a central objective in SPEN’s ED1 business plan, as is delivering in a safe manner within a culture of continuous improvement and innovation underpinned by the optimum mix and quality of resources.
A framework induction training pack was created and rolled out across all phase one resources, this induction included the issue of bespoke field material comprising of; field patrollers identification guidebook, patrollers OHL surveyors handbook and patrollers code of conduct. There was a shortage of qualified ESQCR surveyors in the UK, CAPTURA hosted 2 training programs for in house staff where we successfully up-skilled 4 employees.
CAPTURE implemented a number of innovative ideas as part of its delivery which helped increase customer engagement and satisfaction.
- Calling Cards: we designed and produced a unique calling card that could be completed by the surveyor and then left if nobody was home. The customer could then complete this card and leave for the surveyor. This new approach in-creased callbacks by 60%
- Online customer satisfaction form: as part of the on-going program of improvement we designed an online form for customers to feedback on their interactions with our surveyors and tree cutters. This initiative proved most valuable to ourselves and our client allowing to record real-world metrics that supported training and eﬃciencies.