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About Northern Powergrid

Northern Powergrid is one of six UK Distribution Network Operators (DNO) and is responsible for the network that keeps the lights on for 8 million people and 3.9 million homes and businesses across the North East, Yorkshire and northern Lincolnshire.

Regulated by Ofgem, it manages a network of more than 63,000 substations and some 60,000 miles of overhead power lines and underground cables spanning 9,650 square miles.
 

Success with Browsealoud

Since launching the service its web statistics indicate that Browsealoud is being used by approximately 1 in 10 site visitors.

The company has also seen a saving in translation costs with customers opting to use the online translation and some choosing to download information from its site as MP3 audio files to listen to at a time that suits them.
 

Northern Powergrid invest in inclusion software, Browsealoud


Success with Browsealoud

Northern Powergrid keeps the power flowing to millions of customers and thousands of different communities across the North East, Yorkshire and northern Lincolnshire every day. This includes customers from diverse backgrounds who may not speak English as a first language.

The electricity distributor is committed to ensuring that vital information about how to get a new connection to the region’s power network, report a power cut or get extra support, advice and updates, is accessible.

It already produces leaflets in several different languages but this is costly and does not offer the breadth of availability that Northern Powergrid, and its industry regulator Ofgem, wants to see for customers.

Investing in online technology

With this in mind, Northern Powergrid decided to take action and invest in online technology that will improve the support it offers its 8 million customers.

Following extensive research, the electricity distributor awarded a contract to Browsealoud to deliver web content translation into 40 of the most commonly used languages and a ‘website out loud’ narration service.

Neil Morris from Northern Powergrid explains ”With some 100,000 hits per month, Northern Powergrid’s website is a key communication channel that keeps our 8 million customers informed.

As part of our commitment to ensuring that vital information is accessible, we invested in Browsealoud to deliver web content translation and a ‘website out loud’ narration service. Since launching the service, our web statistics indicate that Browsealoud is being used by approximately one in ten site visitors.

Some of our customers are downloading information from our site as MP3 audio files to listen to at a time that better suits them, helping us to deliver customer service that is responsive to their needs.”

Saving in translation costs

The company has also seen a saving in translation costs with customers opting to use the online translation and some choosing to download information from its site as MP3 audio files to listen to at a time that suits them.

From a web developer’s perspective Browsealoud was easily implemented on Northern Powergrid’s website. A small piece of html code was embedded into the electricity distributor’s site and the service went live within minutes. Also, because the service is cloud-based any updates are pushed out automatically meaning there’s no ongoing maintenance work required by its web team.

Northern Powergrid is part of a growing community of organisations taking the steps to communicate better with their web audience with Browsealoud. Customers include Western Power, Northern Gas Networks, BT, Met Office, to name a few.

If you would like to learn more about Texthelp’s inclusion programmes, we offer free information sessions, webinars and software trials. To arrange, please contact us.