It is no secret that some well-known names tendered for the contract, DSG International and Capita, who administered the pilot help scheme in Copeland.

Of these, eaga appeared to have the least knowledge of the electrical retailing industry, and I was keen to understand how independent retailers could support their work. 

A blow to retailers

A call to eaga's offices quickly revealed that their plans for retailers could not possibly be further removed from our own.  It transpires that independent retailers will not be involved in the help scheme process at all.  In fact, no retailers, large or small, will be asked to collaborate with them on this nationwide project.  

The company has decided that the best way to administer the help scheme is to bring it entirely in-house.   It will contact those eligible for the help scheme and provide them with information.  It will deal direct with manufacturers, arrange for the storage of products and then deliver directly to the consumer's door.  It will even arrange for aerials to be checked and ensure the products are installed. 

I cannot comment on exactly how eaga plan to achieve all this.  But needless to say, I am tremendously disappointed that eaga has decided to ignore the traditional supply chain process.  It is a blow for retailers up and down the country.

I hasten to point out that I do not question eaga's commitment to the vulnerable and disadvantaged in our society.  After all, they have managed the Government's full poverty scheme for years. 

However, with up to seven million people eligible for support through the help scheme between now and 2013, surely eaga could have found a solution that supports both the vulnerable and the UK electrical retail industry?

Seeking dialogue

At retra, we hope to meet with eaga in the near future to discuss its decisions.  Perhaps we can find a way for independents to be involved in some way.  It looks unlikely, but I'm not one to be defeatist.  It remains important that retra makes a strong case on behalf of its members.

On a more postive note, I do feel optimistic about a second digital switchover initiative, announced around the same time that eaga was named winner of the help scheme contract. 

Digital Outreach is the brainchild of Age Concern England, Help the Aged, Community Service Volunteers and Collective Enterprises Limited who will work together to advise vulnerable people who aren't eligible for the help scheme.

A meeting between Digital Outreach and retra is scheduled to take place in the near future.  We hope it will help us better understand their plans and ensure that we can work together to provide the best possible service to vulnerable groups when it comes to digital switchover.   

Providing service and support

With many independent retailers having built up trusted relationships with the older generation by spending time talking through new technologies, retra believes its members are perfectly placed to reassure and properly advise consumers when it comes to digital switchover. 

Earlier this year, independent retailers came fourth in a retail satisfaction survey, conducted by Which? magazine.  The results clearly show that independents are committed to helping the consumer - providing a local, friendly service that is hard to beat.  

We are not saying that independents should have exclusive rights to supplying the vulnerable and disadvantaged.  We just want to make sure they are part of the process.

Digital switchover is not about exclusion.   It is a groundbreaking, if somewhat drawn-out process, that will ultimately affect everyone in the UK.  For this reason, everyone must pull together and work to achieve a smooth and seamless switch to digital.

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