The AA is rolling out a new EV Support package to help drivers with charge point issues, including dealing with confusion over charging technology.

The service will see contact centre staff provide EV drivers with support at the end of the phone, while the AA is also exploring a field-based technician option to maintain the country’s growing EV infrastructure

The service has already been successfully implemented over the SWARCO E.Connect UK network and the AA is now due to deploy it for several other operators in the domestic, workplace and public charging environments.

The service will see contact centre staff provide EV drivers with support at the end of the phone, while the AA is also exploring a field-based technician option to maintain the country’s growing EV infrastructure; the UK currently has more than 33.5k charging connectors on the public network in the UK.

Dean Hedger, EV new business development manager, said: “We have a deep and continued commitment to ensuring the availability of both the expertise and technology to meet the needs of fleets and drivers throughout their vehicle lifecycle. With more EVs on UK roads, it is important that we deliver a service that ensures excellent driver experience, for new users and EVangelists alike.

“The AA EV Support Service builds on our existing capability across the business, including having the largest group of EV Level 2 trained technicians in the UK. One third of the AA Prestige garage network is already EV capable, most of our company cars are already EVs or plug-in hybrids, and AA DriveTech provides specific EV driver training. The logical next step is ensuring we can support the infrastructure accompanying EV vehicle adoption.”

As part of the EV Support managed services offer, the AA will support drivers if they need help at the charge point, handling calls about both the electric car and electric charging infrastructure. Refuelling routines are different for EV drivers; networks vary widely and so does the charging technology available, hence the understandable confusion new EV drivers often face.

Hedger added: “It is clear there is a way to go before universal adoption can be achieved. Perceptions need to change – but for that to happen, the reality must alter too. Batteries, range, payload and charging infrastructure are just a few of the areas which will need to develop significantly. That is why simplifying the journey for all EV drivers is a huge priority. We are keen to help both established and new EV drivers get to grips with technology so they can get as much enjoyment as possible from their EV driving experience, ensuring they are fully supported at every mile of their journey.”

The AA has also released a standalone report ‘EV and Future Fuels’ to coincide with its Founding Partner role for World EV Day on 9 September 2020. The report features contributions from SWARCO, as well as Uber and Logistics UK, and highlights the opportunities for fleets and SMEs looking to make the switch to EV, as well as suggesting some of the questions they should address in the process.

To access the ‘EV and Future Fuels’ report, click here.