In addition to our focus on short-term improvements, we are also considering the Code Manager service in the medium to long term. We have recognised that whilst the User Experience project aims to enhance the REC Portal and Digital Navigator, the improvements over 2024 will not resolve all stakeholder painpoints and technological challenges. Therefore, after thorough analysis and stakeholder input, including from the Stakeholder Advisory Group established in March 2023, the REC Board has decided to re-procure the digital solutions from the Code Manager Service Providers. This involves separating and consolidating the REC Portal, EMAR/Digital Navigator, REC Service Desk, and Data Analytics into a combined Digital Services package. This approach will modernise the service architecture, improve the user experience, and ensure we procure the best solutions to meet our users’ needs. We expect to implement the digital solutions in 2026 following a competitive procurement over coming months.

The REC holds the Data Communications Company (DCC) to account for its Central Registration Service (CRS), albeit this accountability is limited to the recovery of service performance credits. As retail market conditions continue to evolve, it is critical that there is confidence in CRS’s ability to cope with increased switching volumes. A significant part of our work in the coming year is to complete a review of the performance charge regime. We will also feed into the Ofgem review of the DCC licence and continue to advocate for a separation of switching arrangements from that licence, with improved governance and accountability for the delivery of switching services wholly under the REC and/or contracted with RECCo.

Our efforts to continually improve the services we provide and work more effectively in partnership with our service providers will be supported by ongoing learning and investment in our people. We have also learnt from operational experience how to perform our role more effectively as contract managers. As part of our Service Excellence programme, we plan to bolster our operations team to ensure we have the resources necessary to manage our service providers’ delivery.