Retail competition Developing a wholesale capability. Jessie McLeman May 2014

Transcription

1 Retail competition Developing a wholesale capability Jessie McLeman May 2014

2 Establishing a wholesale capability in Scottish Water New teams established Wholesale Wholesale Service Desk Augmented other teams, eg connections, metering All teams affected by market processes need to understand the market and their role c85 staff have read-only access to CMA c70 can send transactions, ie change market data c400 have significant effect on data incl. field staff Wholesale works in collaboration with the business

3 Establishing a wholesale capability Role of Wholesale team LP account management, contract management Includes LP training day for new LPs, annual LP survey Product management Wholesale invoicing, credit management primary charges are calculated by the CMA, non-primary by Scottish Water Policy development / new approaches/ TP change proposals KPI reports on performance against Code processes LP portal, collateral and communications with LPs Forecasting, settlement analysis and reconciliation

4 Establishing a wholesale capability Role of wholesale team, cont d Coordinate changes in Scottish Water to support market requirements For market opening, substantial process and systems changes to manage interface with LPs and CMA Separation of previously integrated processes and implementation of new market requirements Developed analytical and reporting capabilities - KPIs, settlement Manage impact of on-going market changes Data assurance framework and data / market projects Relations with the CMA, TP, working groups, Commission Compliance responsibilities, including monitoring of separation

5 Non-Household Customer Licensed Provider Wholesale Service Desk Wholesale Service Desk receives all operational requests (except New Connections and Written Complaints) from LPs and allocates them within SW Maintains overall visibility of delivery against obligations in Codes and escalates where necessary Provides information to LPs via portal and direct contact on SW operational activities Licensed Provider Portal Wholesale Service Desk Receipt of LP contacts Distribution to relevant SW team Provision of operational info to LPs Jeopardy Management vs Codes KPIs Manned Mon-Fri, 8am-6pm Out of hours stand-by contact SW Operational Teams Delivery of operational activities in line with Code KPIs Household Contact Centre Accept Public Health issues only

6 Licensed Provider Portal Secure area of Scottish Water website for Licensed Providers (www2.scottishwater.co.uk/lplogin) Reference material on wholesale service and associated policies e.g. Decision trees for operational customer contacts (e.g. water quality and supply interruptions) Policies such as allowances, meter sizing, part-residential property charging Escalation process and contact points Process-specific guidance such as data logging, reassessment and incentive schemes Master copies of all application forms for requests to Scottish Water Licensed Provider Notification System (LPNS), providing visibility of planned and unplanned work on Scottish Water network affecting services to customers Also have Trade Effluent and Connections portals

7 Managing service levels Escalation process published on LP portal Operational KPI performance published monthly or more frequently to the relevant LP Detailed reports on currently open and recently closed Service Requests Regular operational meetings with Wholesale Service Desk offered Standing agenda item at Account Management meeting to review performance levels Recently introduced LP experience survey on sample of transactions

8 Preparation for market opening - training and comms General awareness training 1,100 staff Half day sessions, awareness of separation and compliance Tailored compliance workshops and briefing - over 100 staff For key teams involved in the processes Customer experience training For c600 frontline staff who may liaise with customers Briefings for delivery partners and contractors Over 30 companies at three sessions around Scotland IT and process training Over 150 staff directly affected Range of communication activities, eg mailing to all staff at home

9 Establishing a compliance framework Appointment of Compliance Officer Duty to be independent including from the wholesale function Independent reviewer reporting to Board and regulator Role includes Monitor compliance and investigate complaints Provide advice Review training arrangements Risk based approach to assessment of compliance risks Monitors only Scottish Water s performance i.e. not a group function Separation gives clarity in monitoring performance

10 Establishing a wholesale capability Experience has been Lot to do to support market opening Update and change following market opening