stakeholder engagement: a new framework for National Grid's ESO
The brief_
National Grid’s newly-created Electricity System Operator (ESO) was embarking on its first business plan as a standalone entity in response to Ofgem’s new price control framework RIIO-2.
ESO’s ambition was to develop an innovative business plan that would be widely accepted as able to deliver for the UK as the energy sector decarbonises. To achieve this, it was vital for ESO to be effective in the scope and methods of its stakeholder engagement, so The Marketing Pod was asked to evaluate ESO’s existing stakeholder engagement programme.
Research
We began by designing a research programme and determining an appropriate question set to glean the insight required, then we conducted stakeholder interviews in-house and analysed the results.
We also conducted comprehensive secondary research into similar engagement programmes by a number of other organisations, providing a benchmark of excellence for analysis.
Strategic recommendations
Following this research phase, we assessed the effectiveness of ESO’s communication methodologies to date. Finally, we provided ESO with output in the form of a full report, highlighting opportunities and providing evidence-based recommendations
The results_
The results of the research were very well-received by National Grid ESO’s in-house team. They used the insight contained in our report to optimise their approach to stakeholder engagement, and were able to develop an innovative business plan that has been widely accepted by the industry.
“Rather than simply hand us the research output, The Marketing Pod analysed it in light of our organisation’s ambitions, skills and constraints, presenting an impressive summary of market conditions that resonated strongly with a varied mix of internal stakeholders. This piece of research has been critical to our area’s understanding of particular markets and truly informed our strategic planning and development.”
Vicki Mustard, Customer Experience Manager, National Grid