Case Study for a Major Electricity Transmission Client
The Challenge
Our client, faced a compliance requirement to uplift internal processes for new customer connection projects. Recent audits identified significant gaps in interdepartmental collaboration, unclear roles and responsibilities, and a lack of governance for managing changes to process documentation driven by National Electricity Rules (NER) updates. The organisation required a structured approach to address audit findings, reduce compliance risk, and improve collaboration across commercial, legal, business development, and engineering functions.
The Solution
Our advisor began with a discovery phase, reviewing audit findings and mapping existing connection processes end-to-end. This analysis highlighted inefficiencies, compliance risks, and opportunities for uplift.The next phase focused on formalising roles, responsibilities, and accountabilities across Business Development, Legal, and other supporting functions. Governance was established for monitoring updates to key process documents impacted by NER version changes, and frameworks were strengthened for accessing internal and external legal support.To ensure successful implementation, our advisor developed and delivered a comprehensive communications and change plan, aligning expectations across network planning, business development, legal, investment planning, engineering, and project delivery teams. This plan supported the rollout of the new role and responsibility maps, embedding clarity and accountability at each interface.Finally, the solution was embedded through integration into the BD Onboarding Framework, development of a Lessons Learned training module, facilitation of a lessons learned exercise on recent projects, and establishment of a standardised post-connection review process. An implementation roadmap was also created to set out timelines and resources for sustaining the changes.
Devbase Impact
Through this engagement, Devbase enabled the client to:
- Achieve compliance with regulatory audit requirements and strengthen readiness for future reviews.
- Improve collaboration across BD, Legal, Planning, and Engineering teams through clear role definition and structured communications.
- Reduce compliance risk by establishing ownership and governance of formal process documentation impacted by NER and contractual obligations.
- Embed capability with onboarding frameworks, lessons learned processes, and training modules that ensure sustained knowledge transfer and continuous improvement.
The client now operates with greater confidence, efficiency, and governance in managing customer connection projects, supported by a repeatable framework that continues to deliver value.