By 2020, 53 million smart meters are to be rolled out across Great Britain, as just one part of the drive towards a smarter network, increased consumer awareness and control over their bills. The programme is vast, yet only one aspect of the workforce challenge facing a utility sector that is overwhelmingly responsible for delivering the government’s National Infrastructure Plan.
The introduction of this interactive technology requires new ways of working. It’s not just finding the 12,000 new workers needed to physically do the job, it’s that the job itself is considerably different to traditional utility careers. There’s a customer experience requirement; the personal interaction with the customer will be as important as the correct installation of the equipment when judging whether the outcome was successful.
Installing companies will need to identify customer satisfaction drivers, then plan how they’ll meet – and preferably beat – expectations. Getting it right will ensure when the engineer leaves a site the installation is correct, and crucially that the customer is aware of what information they now own, feel ‘smarter’ and know what to do if they need further guidance.
The Energy & Utility Skills Group is working closely with the sector, building the workforce strategy, finding the talent and helping secure those competencies. Our Talent Source Network has already attracted more than 2,000 people, and will help ensure skilled installers have sustainable careers after 2020.
Nick Ellins, chief executive, Energy & Utility Skills Group