Key Improvement Areas
To maximise the value of the review, we have worked with DCC to prioritise the potential improvement areas and intend to focus on those which we believe will deliver the greatest benefit to users and consumers without being overly difficult to address. These areas are:
- Address Data Quality: DCC has had success over the last two years in improving the quality of address data, but we believe that it is possible to drive out further improvements by focusing on tackling specific issues that will deliver benefits to users and consumers. We are also looking to link into the proposed changes included in I0200 raised by the Change Issue Group.
- Change Management: Industry stakeholders raised concerns that change implementation takes too long, is too costly, and can be unpredictable. Building on the work already in progress, we will work with DCC to find ways to speed up the process and better control costs.
- Incident and Problem Management: Another of the concerns raised by industry stakeholders was that the communications from the Service Desk during the resolution of an incident are not as effective as they should be, both in terms of the frequency and relevance of communication and the reliability of that communication. We also believe that more can be done to ensure that issues are not raised on multiple occasions by better understanding previous issues raised. We will work with DCC to look for ways to improve communications from the Service Desk and improve user access to a comprehensive and reliable knowledge base that supports incident and problem resolution.
- Communication with Industry: Industry stakeholders commented that communication and working ways could also be improved in other areas of the delivery of the Switching service. We will work with DCC to explore ways to improve communications with industry, including through the potential use of Operational Account Managers.
- Reporting: Stakeholders consider the reports available on the performance of the Switching service to provide an incomplete reflection of the service’s delivery. We will work with DCC to identify ways to enhance the reporting suite and make additional information available to users.
Reviewing the CRS Governance Arrangements
In addition to focusing on the five key improvement areas above, we will also be undertaking a review of the CRS governance arrangements and the REC with a view to strengthening the governance and operating model to:
- Support the improvement of performance;
- Incentivise service excellence effectively; and
- Support the retail aspects of energy market transformation.
As part of this review of the REC, we will also be looking to identify any provisions in the REC that are no longer appropriate to ensure the Code reflects the service that users require today. We look forward to Ofgem’s support in implementing any necessary changes to the REC.
Get in Touch
As always, we are dedicated to delivering reliable, high-quality Switching services through our governance structures. We believe targeted reforms to CRS governance and the operating model could unlock significant opportunities to enhance performance and service excellence. We are committed to collaborating with DCC and Ofgem to improve the overall service to stakeholders. We will provide further updates as this work progresses.
For any further information, please contact RECCo at info@retailenergycode.co.uk.
