Contact Management overview. Lee Jackson/Dawn Griffiths/Mark E Smith
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1 Contact Management overview Lee Jackson/Dawn Griffiths/Mark E Smith
2 Customer Data Services (CDS) Dave Ackers (CDS Manager) Darren Jackson (Operational Manager) Contact Management Lee Jackson (CDS Officer) ARC Sue Prosser (CDS Officer) D8ta Centre Richard Cresswell (CDS Officer) Mark E Smith Dawn Griffiths John Harris Mike Hart Andrea Davis Trevor Howell Theft of Gas Unregistered Network Liaison Contact Mgmt AQ process Mno. Creation Reads D8ta Centre D8ta Centre
3 Contact Management A dedicated team responsible for managing resolution of ConQuest contacts Contacts are challenges to the data held on Xoserve systems Investigated & amended as necessary; some may result in financial adjustment Contact codes include; Address amendments (ADD) Isolation Status (ISO) MPRN creation (MNC/FOM) Duplicate meter points (DUP) Consumption adjustments/ Request for adjustment (CDQ/RFA) Unbundled Meter Asset: Incorrect TTZ s count (UMA)
4 MOD 565 Standards of Service Contacts are processed in accordance with MOD 565 resolution timescales MOD 565 Standards of Service; 80% of queries resolved within 4 working days (exc. DUP/ I&C contacts) 95% of queries resolved within 10 working days 98% of queries resolved within 20 working days NB. The RFA and UMA contact codes are both excluded from standards
5 Contacts resolved (2011) 106,247 65,704 20, ,162 2,720 7,440 4,800 Total ADD MNC ISO DUP RFA CDQ UMA Other* * Includes: FLE/PRS/AGG/TYP
6 Invalid Contacts Resolution Reason Code Count % of total invalids NAR (No action required) 20, % PWQ (Poorly worded query) % CCAC (Configuration change auto closure) 1, % DCAC (Data clarification auto closure) % VUC (Valid Unbundled Challenge) % 24, %
7 Invalid contacts Reduction advice No Action Required (NAR) To help avoid rejections Xoserve provide various information sources; Data Enquiry Service D8ta Centre Telephone Service M Number DVD Portfolio Reporting All offer UKLink data (ie. MPRN/Address/Asset) Utilisation prior to contact submission could reduce rejections
8 Invalid contacts Reduction advice Auto-closure (CCAC/DCAC) To help avoid auto-closure you are strongly recommended to; Monitor contacts at Configuration Change (CC) status 40days Monitor contacts at Data Clarification (DC) status 20days Don t forget to return the CC/DC once the action is undertaken Failure to undertake action or return CC/DC results in closure Additional work/effort for you to re-submit Additional work/effort Xoserve to re-investigate
9 Invalid contacts Reduction advice Poorly Worded Query (PWQ) To help avoid rejections for insufficient information/poorly worded contacts Contact submissions templates have been designed to encourage provision of all necessary information Enables Xoserve to undertake full investigation The templates are available via Contact Code descriptions
10 ConQuest system management We support the ConQuest system on a daily basis, activities include: Contact submissions advice ConQuest communications (Outages etc.) Bulk updates ConQuest housekeeping ConQuest Housekeeping Procedure An exercise is conducted quarterly Users not raising a contact within 6 months are notified Essential for system integrity/ensure accurate user base ConQuest housekeeping will continue until Q implementation Your help and support with this initiative is appreciated
11 Contact Management support Contact Management Enquiries Dawn Griffiths & Mark E Smith [email protected] ConQuest Management Steve Deery & Suzanne Cullen [email protected] Xoserve website - ConQuest User guide Contact Code Descriptions Q Project updates (Contact Management service)
12 UKLink Portfolio/MNº DVD Service Telephone Service Service Customer Data Services Enquiry { Enquiry Challenge Amendment
Project Q Contact Management Service. UK Link Committee Meeting 10 November 2011
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