Due to the outbreak of Coronavirus (COVID-19) we would like to provide our customers, partners and suppliers with information about our current status and our business continuity plans for our services.
Our top priority is to ensure that our service remains available and consistent, as well as the safety and wellbeing of our employees. We also want to help reduce the spread of the virus.
Coronavirus is spreading at a pace which is causing concern to health officials globally. It can cause long term isolation periods, time off work and at its worst poses a serious risk to staff health and wellbeing. With the lack of a cure and little understanding of how it is spreading we should consider a continuity plan for our staff, suppliers and customers for a smooth business operation.
The key objectives are to:
– Reduce the spread of the infection to staff and maintain a healthy workforce
– Ensure staff fully understand the severity and seriousness of the situation
– Ensure staff wellbeing and peace of mind
– Continue to service customers within our usual SLA’s
– Continue to work with our partners and suppliers
– Provide regular business updates around how our services are being affected
– Ensure continuity of the business operations as smooth as possible until usual service resumes
Our Ability to Mitigate Risk
Dyce Energy uses secure cloud-based systems. We can replicate the office environment for all of colleagues, enabling them to work from home with the relevant IT and Data Protection measures in place.
We use outsourced third parties for normal and extraordinary business activities such as meter reading and industry data flow messaging. We are working with our external supply chain to ensure that they have suitable risk management strategies in place to handle the spread of Coronavirus.
98% of our customers use our online tariff and regularly communicate via their online account, our smartphone app and emails. As a result, we receive low call volumes into the office as our customers are accustomed with online communication and query resolution. Our staff are cross trained to answer queries and we can manage all query types via email or live chat. Our paper bill customers will be notified should there be a change to their usual service.
Due to the flexibility of the operating model we are able to scale up further resource if required and manage demand and supply, unless we experience especially high levels of sickness and absence or a dramatic increase in the volume of queries over a short period of time.
Business Continuity Plan
We would like to reassure you that we are monitoring the guidelines set out by the government and checking updates from the industry and other sources to ensure that we are making efficient decisions in line with daily status updates.
We are working hard to ensure that our usual services are provided. We have developed a 3-stage strategy for continued services, detailed below. The Senior Management Team assembles daily to discuss, update and review our plans as and when new advice is released. We will adapt our strategy with any necessary changes and provide updates.
We are currently operating in Stage 1 ‘Business as Usual’. We will continue to publish our status via our website and social media sites should we have a change in our business continuity phase.
We understand the challenges our customer, partners and suppliers face as you take steps to operate your businesses whilst protecting your staff and customers, which is why we remain committed to meeting the developing needs of your businesses in any way we can.
If you have any further questions around Coronavirus and our services, please Contact Us
Our thoughts and best wishes are with all those personally affected by the Coronavirus.