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Jun 13

EIC Workshop: Digital exclusion and communicating power outages after VoIP

Our Communities
13:00 - 15:00pm

Online workshop to shape how the energy sector will reach digitally excluded consumers in a power outage after the VoIP landline transition.

Facilitated by the Energy Systems Catapult’s consumer insight & design team.

Convened by EIC, NGN, Cadent, and National Grid.


We are calling on your experience and expertise to help create propositions for tackling the challenge of reaching digitally excluded consumers during a power outage.

These propositions will then be tested with domestic energy consumers – in particular those in potentially vulnerable situations through a lack of use of the internet or mobile technology.


Workshop agenda – Tuesday 13 June 2023  

13.00 – 15.00


  • Energy Systems Catapult to share research findings on current practice for communicating with digitally excluded people from outside the energy sector.
  • Identify and prioritise the key messages to and from consumers in a power outage.
  • Co-create hypotheses for tackling the network’s communications challenges, to be tested with consumer in the next phase of the project.


Why we’re doing this

Today, landlines play a key role in communicating with people during unplanned power outages – Especially with those who don’t use the internet or mobile phones, and fall under the umbrella term of ‘digital exclusion’.

By the end of 2025, all UK landlines will need power to work as the phone lines transition to ‘Voice over IP’ (VoIP).

This means the energy networks need to find different ways to reach people in the event of both planned and unplanned outages.

We need an industry-wide response to this challenge, and are therefore bringing people together from across the industry, along with consumer advocacy representatives, to plan this response together.


Workshop tools

Zoom / Slido polls / Mural interactive whiteboard

We recommend joining with a screen larger than a tablet or phone.

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