Update on RECCo’s continuous improvement programme for the Code Manager Service

July 11, 2024

As part of our commitment to ‘Delivering Service Excellence’ outlined in our Forward Work Plan for 2024-2027, we have initiated a programme of further enhancements for the Code Manager service for 2024/25, as the initial term of the Code Manager Service Providers’ contracts ends in August 2024.

This project aims to thoroughly evaluate the performance and effectiveness of our Code Manager services and current digital solutions to determine the future re-procurement strategy for the service.

Our evaluation and assessment

Initially, we focused on obtaining valuable stakeholder feedback about the services through:

‘RECCo on the road’ – three events held last June and July with REC Parties and service users;
Our Annual Satisfaction Survey, published for the past two years;
Bilateral meetings with multiple service users;
Feedback provided to the Operational Account Managers (OAMs) and the REC Service Desk;
The User Experience (UX) Project for the REC Portal and the Digital Navigator and
Our Stakeholder Advisory Group was established in March 2024 to support the project.

From the feedback, we defined and explored pain points to identify root causes and underlying themes. We then prioritised the items to address and identified where immediate action needs to be taken.

Reflecting on the original objectives

We also reflected on the original objectives for the Code Manager, which were established ahead of the service being mobilised:

Effective and Efficient, delivering high-quality, value-for-money outcomes to meet stakeholders’ needs.
Consumer-centric and proactive in delivering positive consumer outcomes.
Innovative and digitally-focused with a commitment to continuous improvement.
Empowered and accountable for delivering the RECCo strategy and REC objectives.
Collaborative working across the RECCo ecosystem and with stakeholders.

We concluded that while the Code Manager’s vision and ambition remain unchanged, restructuring the service packages is necessary to fully realise this vision and address feedback from Service Users and stakeholders.

Code Manager Digital Services

In setting up the Code Manager, RECCo sought to introduce a ‘best-in-breed’ model, procuring service providers with expertise in the relevant service areas, with digital solutions embedded within each of the service areas.

Based on the feedback received, it’s clear that improving digital services is a top priority. In the most recent Annual Survey, the REC Portal received an overall satisfaction score of 5.2/10, with 78% of respondents expressing a desire for improved usability. Similarly, the feedback for EMAR indicated an overall satisfaction score of 4.8/10, with 86% of respondents expressing a need for the solution to be simplified. Our review shows the need to improve in several areas:

Intuitive navigation: The digital services are difficult to navigate and find critical information;
Integration: Solutions have been developed and are hosted independently, resulting in a lack of integration, consistent design and architecture principles, and
Limited personalisation options: Such as subscribing to relevant updates and personalising landing pages.

Re-procuring the Digital Solutions

The User Experience project aims to enhance the REC Portal and Digital Navigator, but it will not address all technological challenges in digital solutions.

After a thorough analysis by the project team and valuable input from the Stakeholder Advisory Group, RECCo recommended to the REC Board that the digital solutions supporting the Code Manager service should be separated from the broader Code Manager services provided by the current Service Providers.

As a result, the REC Board has decided to re-procure the digital solutions provided by the Code Manager Service Providers. These solutions currently include the REC Portal, EMAR/Digital Navigator, REC Service Desk, and Data Analytics. The goal is to replace these separate systems with an integrated suite of solutions and procure them as a separate package from the broader Code Manager service.

By extracting and consolidating the digital components into a combined Digital Services package, we can modernise the service architecture, improve the user experience and assess the suitability of digital solutions objectively to procure the best solution to meet our user’s needs.

Our high level vision for the Digital Services

In collaboration with our Stakeholder Advisory Group and using inputs from wider engagements with Service Users over the past year, we recently developed the requirements for the Digital Services. Following the decision by the REC Board, we have initiated procurement activities. We expect the procurement process to be completed in Q1 2025, with the Digital Services expected to go live in late 2026.

Critical to the success of Digital Services is ensuring we have user input and feedback throughout the full lifespan of the project, including the design, build and test of the new solutions and services. To that end, as well as engaging more widely with the industry, we will be establishing a new user group following the appointment of the Digital Services Partner. The user group will have an active role to play in the design and development of the solution. This will ensure that we simplify and improve the user experience by developing user-centric solutions.

Extension of Code Manager Service Provider Contracts

The initial three-year term for the Code Manager Service Providers ends on 31st August 2024, with an option to extend the contracts for two more years on an ‘as is’ basis. This contract breakpoint was established to allow RECCo and the REC Board to assess performance early in the contract term. If significant concerns with the service or providers arose, we had the opportunity to address these through contract modifications or re-procurement.

After a thorough evaluation, we concluded that extending the contracts was the right choice. Our decision was influenced by several factors, which demonstrate the value and benefits of extending the contracts of the Code Manager Service Providers:

Focus on Continuous Improvement: We are pleased that the Code Manager has already initiated and implemented a number of service enhancements and is focusing on continuous improvement for the remaining service elements over 2024/25. Extending the contracts allows us to evaluate the effectiveness of these improvements and continue working on areas identified through stakeholder feedback.

Positive User Feedback: User feedback has generally been positive. While there are areas for improvement, particularly with digital solutions, these issues are already being addressed through targeted enhancements. An overall satisfaction score of 7.0/10 in the latest Annual Survey indicates a strong performance and reliability that meets our stakeholders’ needs.

Strengthening Relationships: We’ve established a positive and strong working relationship with the service providers.

Minimising Industry Disruption: We are conscious of the impact that changes can have on an already stretched industry. By extending the contracts, we provide stability and continuity, allowing our stakeholders to plan and operate without the disruptions that a re-procurement process might entail.

Cost-Effectiveness: The cost of procurement and transitioning to new service providers can be significant. Extending the current contracts avoids these immediate costs and provides a better return on investment by leveraging the existing infrastructure and relationships that have already been built.

Therefore, after careful consideration, we have extended the Code Manager Service Provider contracts to the end of August 2026. We will continue to evaluate the effectiveness of the service improvements implemented this year and engage with stakeholders to gather feedback and insights, which will help us determine the future direction of the Code Manager Service beyond 2026.