GMARG Meeting Tuesday 18 th September 2018 Todays Agenda Todays - - PowerPoint PPT Presentation

GMARG Meeting

Tuesday 18th September 2018

Today’s Agenda

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Today’s Agenda

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Item Number Description Time Allotted 1 Introduction/confirmation of attendees 5 mins 2 Review of Previous Minutes and Actions 15 mins 3 Eircodes 5 min 4 Data Sharing Agreement 5 min 5 PPM Emergency Credit 5 min 6 GNI Verbal Updates:  ComReg consultation on 1850 numbers  Future PPM Solution  Siemens Regional File issue  Front Office Arrangements verbal update  [Impact Assessment on] Priority Flag change  Vulnerable and Priority Customer Annual reconciliation  Customer Complaint Process Implementation  MPD 5: Change of Shipper Correction & Amendment Verbal Update – implementation of Change of Mind  Meter reading update  SoLR DDR verbal update  Revenue Protection update  Schema Release 2019 20 mins 7 CRU Verbal Update 5 mins 8 AOB 5 mins

Action Number Status Overview Responsible

G121 Open Data Processing Agreement: GNI to revert with updated text/drafting for Code Mod GNI G 175 Open GNI to maintain watching brief on Eircodes, co-ordinate future go-live project plan with ESBN, outline reasons for 1-month after ESBN. All to consider impact of simultaneous versus sequential implementation GNI/All G 190 Open MPD 5 (Correction/ Amendment): GNI to respond to CRU comments and submit edited version of MPD GNI G 202 Open Priority Customer Flag: GNI to submit to CRU for approval GNI G 203 Open Misdirected Payments: Technical process to be addressed as part of any PPM enhancement project, Financial arrangements to be discussed at that stage GNI G 206 Open GMARG ToR including revised CR/DDR timelines. CRU to provide update in first half of year on final version of GMARG ToR. Shippers to comment to CRU by end of August CRU/Shippers

• 2. Review of Previous Minutes & Actions

16 August 2018

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Action Number Status Overview Responsible G 240 Propose to Close Expected Customer Complaints: Shippers provided estimates of the levels of complaints for new process Shippers G 241 Propose to Close Future PPM Solution: GNI to engage with Secure ref proposed solution, with ESBN on NSMP timelines and technology decision points. GNI G 242 New Schema Release - GNI seeks feedback on proposed detailed schema release project plan timelines by COB 30th August Shippers G243 New Schema Release - GNI to arrange bi-lateral meeting with each Supplier to agree detailed market testing timelines within the overall proposed market testing timeframe of October and November GNI/Shippers G244 New PPM Refund Process - Shippers to respond to proposed November 2018 roll-out

• f the enduring quarterly PPM refund process by COB 30th August

Shippers

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• 2. Review of Previous Minutes & Actions

16 August 2018 (continued)

• 3. Eircodes

• GNI has started to roll-out Eircodes onto our internal GNI systems

‒ Not all GPRNs include a Eircode yet (about 76% are populated as of yesterday) ‒ Will not be issued to Shippers in market facing messages

• GNI has had a conference call with ESBN to detail our respective Eircode plans

‒ Will continue to liaise with ESBN on timings

• GNI proposes to introduce Eircodes, into MM, 1-month post ESBN Schema in April
• In 2019 closer to the implementation time, subject to licencing, GNI can provide a

bulk file to Shippers who request one

• GNI urges Shippers to consider implications on their own systems, in particular for

dual fuel customers

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Eircodes

• 4. Data Sharing Agreement

• At Code Mod Forum discussion on the Regulatory risk potential of “double jeopardy”
• Risk potential of “double jeopardy” identified as key issue
• GNI working to explore options to minimise risk and will revert to industry

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Data Sharing Agreement

• 5. PPM Emergency Credit

• Please refer to note circulated to GMARG on 12/09/18

‒ Currently €5 ‒ End-users difficulty during Storm Emma

PPM Emergency Credit

• 6. GNI verbal updates

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• ComReg consultation on 1850 numbers
• Future PPM Solution
• Siemens Regional File issue
• Front Office Arrangements verbal update
• Impact Assessment on Priority Flag change
• Vulnerable and Priority Customer Annual

reconciliation

• Customer Complaint Process Implementation
• MPD 5: Change of Shipper Correction & Amendment

Verbal Update – implementation of Change of Mind

• Meter reading update
• SoLR DDR verbal update
• Revenue Protection update
• Schema Release 2019

GNI GNI Customer Customer Ser Service vice

Shippe Shipper r Sur Survey ey 2018 2018/19 /19

GMARG 18th September 2018

GNI Customer Service - Shipper Survey 2018/19

RECAP - 2017 Customer Experience Survey GNI carried out its first customer experience survey of Shippers/Suppliers in Nov/Dec 2017

• WHY?

We wanted to get a better understanding of your experience of dealing with GNI. What did we do well? Where could we improve?

• WHO?

We surveyed 23 x middle/senior management personnel in 16 organisations

• WHAT?

Views on a wide range of topics across a wide range of organisations

• HOW?

Face to Face or phone interviews

• RESULTS?

Key challenges identified

• ACTIONS:

Initiatives developed to address key challenges e.g. PPM User Guide / Training

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GNI Customer Service - Shipper Survey 2018/19

2018/19 Customer Experience Survey GNI proposes to follow up on the initial survey with further surveys in 2018/19

• WHY?

to take a deeper look into how GNI handles suppliers’ day-to-day issues & queries

to measure and monitor customer service performance over time

• WHO?

Issue survey to 200-300 personnel in operational roles, including CSRs

• WHAT?

Focus on high volume operational issues and queries (mainly retail related)

• HOW?

Email survey (10 – 15 questions)

• WHEN?

Early October 2018 for a benchmark survey Quarterly / Biannually thereafter (‘pulse’ survey of 3-5 questions)

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Revenue enue Pr Protection

• tection

GMARG 18th September 2018

Revenue Protection Working Group Update

Code of Practice Approval:

• Working Group submitted Code of

Practice for approval in June 2018

• Working group meeting Fri 14 Sep

reviewed CRU feedback received in early September

• Working Group to respond and mark-up

CoP by end Sep 2018

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New working group to be formed

• new terms of reference to be drafted (GMARG/CRU for sign-off)

Scope:

1. Market Process Definitions (MPD) x 3

• MPD 44: Revenue Protection - Identification of Unauthorised Interference
• MPD 45: Revenue Protection - Recovery of Siteworks Costs
• MPD 46: Revenue Protection - Recovery of Energy Costs

2. Reporting Arrangements 3. Review of RP Siteworks Charges

Timeline:

• Oct 2018 – March 2019

Process:

• RP Working Group to develop documents
• Submit to GMARG for information / circulation
• CRU to review and approve

Closing out 2017/18 Work: Commencing 2018/19 Work

Sc Schema hema Release elease - Upd Update te

GMARG 18th September 2018

Schema Release Update

• Updated GasMap Schema to Go Live 31 Jan 2019
• W/E 7 Sep 2018 - Schema Installation Package issued to Suppliers
• W/E 14 Sep 2018 - Bilateral kick-off meetings with suppliers (IT/PM contacts)
• W/E 21 Sep 2018 - Issue test plan updated project plan
• W/E 28 Sep 2018 - GNI to install updated schema on GNI test environment
• W/E 5 Oct 2018 - Suppliers to confirm installation of updated schema on their test environments
• IBM to initiate contact with Suppliers re Market Assurance process
• Oct/Nov 2018 - TESTING

‒ Shipper User Acceptance Testing (UAT) ‒ Cross Participant Testing (CPT)

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• 7. CRU Updates

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• CRU

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CRU Updates

• 8. GMARG Proposed Meetings

* Conference Call slots subject to agreement at previous physical GMARG

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Day (in-person meetings have 10:30 am starts, calls have 10am starts) Meeting/ Call Date Thursday Meeting 18/10/2018 Thursday Call 15/11/2018 Thursday Meeting 13/12/2018

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• 8A. A.O.B.