Net Zero Domain - Internal Customer Experience & Operations Engagement

In September 2024 the Internal Customer Experience Team (Fanni Byrne & Stephen Lane) set up separate monthly engagement sessions with each Net Zero theme.

These sessions were set up so that the domain colleagues can build relationships with the Pre & Post Award Leads (within IUK Operations Becky Green & Adam Medley), learn about Operational updates and process changes, ask questions and share feedback on operational delivery.

These sessions were set up for a trial period and as our internal customers, we wanted to understand how the domain colleagues would like us to engage with the domain to ensure they receive the best service.

The survey was shared with 80 recipients, targeting Innovation Leads, Impact & Performance Managers and Project and Programme Managers.

• We received 24 responses
• Out of those who completed the survey, 70% previously attended the sessions, this number is 21% of the overall domain
• 63% thought that having a regular drop-in session available was a good concept
• 87% would like to have a virtual forum for meeting your Pre & Post Award Operational Leads alongside your Customer Relationship Manager
• 46% voted to have 3 monthly drop in sessions and 29% voted for monthly sessions
• 54% voted to have one session for the whole of Net Zero domain in order to foster great collaboration and provide cross-domain insights across the 4 themes

Most colleagues described the sessions as helpful and a great initiative.

Collagues also claimed that having multiple people from various teams (even within Net Zero themes) offers different input/answers with different focus that can raise organizational awareness and good opportunity for building relationships with the right people.

The Customer Experience Team reviewed the feedback with the Pre & Post Award Operational Leads.

Next steps

After reviewing the feedback, the Customer Experience team with your Pre & Post Award Operational Leads will schedule in the sessions for the overall domain every other month from September 2025 onwards.

Please look out for the meeting invites in your inboxes and share the information amongst your teams and themes within Net Zero!