Customer Engagement in Energy Services

"Universal Design for Customer Engagement Toolkit" provides comprehensive best practice guidance on achieving better customer communication.

In 2012, the recommendatory document SWiFT 9:2012 ‘Universal Design for Energy Suppliers’ was published by NSAI, the National Standards Authority of Ireland.

This Toolkit has been developed to help you apply the guidance provided in the standard. It provides you with practical and useful guidance on how to use Universal Design as a tool for better engaging with your customers.

The Toolkit is available for free download in accessible PDF format below. The SWiFT is available from NSAI.

UPDATE: 'SWiFT 9: 2012 Universal Design for Energy Suppliers' received recognition as an 'Innovative Policy 2014' at the United Nations Office in Vienna in February 2014.
Pictured at the awards ceremony of the Zero project were Dr Ger Craddock, Chief Officer of the Centre for Excellence in Universal Design at the National Disability Authority, Ingrid Heindorf, Head of Zero Project Policy Research and Human Rights Officer of the World Future Council and Michael Fembek, Head of Zero Project and Programme Manager of the Essl Foundation.


The Toolkits

  • Business Objectives and Overview
  • Written Communication
  • Face-to-Face, Telephone & Video Communication
  • Electronic & Web Based Communication

SWiFT 9:2012