Western Power update | MyWP Projects – the easy way to track your projects with Western Power

Western Power has issued the following update to ECA WA members:

MyWP Projects, Western Power’s online customer portal, is quickly gaining traction as the first port-of-call for customers, with more than 4,700 users across 12,000 projects. 

New portal features recently went live, giving customers access to detailed project timelines, status updates and project tracking.

Western Power’s Head of Customer Connection Services Anthony Whiteaker said MyWP Projects was positively transforming interactions between the business and customers.
“The portal provides greater transparency and easier access to status updates and information for customers, where and when they need it,” he said. 

“We’re continuing to improve and refine the portal and in the coming months customers will see even more functionality including interactive dashboards for tracking projects, structured pre-enquiry FAQs, and an ability to make and track enquries.

“We’re working to ensure that doing business with Western Power is as easy and efficient as possible.” 

Register now for MyWP Projects at westernpower.com.au. 

Current features 

A range of features are now available on the portal:  

 Project visibility: customers can now see all of their projects in one place 

• Project details: administrative details, site address, product type and design complexity
• Project status: current project stage 
• Project contacts: names of customer and Western Power contacts  
• Organisation view: Customers can access a consolidated view of all of their organisation’s projects and can use a filter to select and view individual colleagues’ applications. This allows users to manage their overall portfolio of Western Power projects, meaning individual managers do not need to navigate multiple avenues to receive simple project updates. We’re currently working on setting up 40 of our larger customers as organisations on the portal.

Collaboration made easy: share projects with stakeholders

Customers can share projects with other users, including third-party external stakeholders involved in planning and delivering projects.

Customer self-serve: customers can manage portal administrators and users

Users can manage their own access permissions, assigning administrators and user access, making it easy to update if someone joins or leaves their business/organisation.  

Enhanced project visibility: proactive updates on project progress 

Most customer enquiries are about the stage of their project, next steps and timeframes and other selected project details.  We’ve enhanced the project-related information to now include:

• Project details: We have added additional information such as WAPC number and Request In-Service Date.
• Project status and timeline: A project-specific timeline view tells customers exactly which stage of the project they are in, with a timestamp to indicate when each stage started.

 See image below: Example of the individual timeline view on MyWP Projects.

New features to come 

Organisation and customer project interactive dashboard

Customers will have a snapshot view of all their projects on the portal by stage, type and project status (i.e. open, closed, requires customer action.). 

See image below for the proposed view of an individual user project dashboard on the MyWP Projects portal.

See below for the proposed view of an Organisation project dashboard on the MyWP Projects.

Better communication: enquiries management and notifications 

Customers will soon be able to raise and track enquiries directly within the portal. If a customer question isn’t covered in the interactive FAQ feature, they can submit the enquiry and will have a clear history of all correspondence with Western Power. 

See below image for an example of the proposed customer enquiry screen.