Case Study: Western Power Distribution achieves improved customer engagement and real-time power-cut mapping with Kentico

Western Power Distribution - Customer Case Study

Western Power Distribution, the electricity distribution operator for the Midlands, South Wales and the South West serving 7.7 million customers, needed to improve digital customer communications and meet OFGEM’s RIIO requirements. Positive Technology was appointed to redesign and redevelop WPD’s website after an audit; the project had to reconcile requirements from 15 internal stakeholders, simplify an organically grown content structure, and deliver to tight deadlines.

Positive built the site on the Kentico CMS, using its API to integrate with WPD back-office systems and Google Maps to deliver a real-time postcode-searchable power-cut map and online new-connection forms, while training content editors to manage the new information architecture. The result is a mobile-optimized, customer-focused site with simplified navigation and interactive tools that supports faster, clearer communications and reflects WPD’s innovation and top customer-satisfaction ranking.

Western Power Distribution

Paul Bishop

Corporate Communications Manager