GMARG Meeting Thursday 21 February 2019 Todays Agenda Todays - - PowerPoint PPT Presentation

GMARG Meeting

Thursday 21 February 2019

Today’s Agenda

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Today’s Agenda

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Item Number Description Time Allotted INTRODUCTION 1 Introduction/confirmation of attendees 5 mins 2 Review of Previous Minutes and Actions 15 mins 3 GMARG Workplan 2019 - Finalise Workplan 5 mins MARKET CHANGES 4 Eircodes 5 mins 5 Data Sharing Agreement 10 mins 6 PPM Front Office Arrangements 5 mins 7 Schema Release 2020 - Design Discussion Requests 20 mins 8 GNI review of MPDs 10 mins UPDATES/DISCUSSIONS 9 Shipper / Supplier Survey 2018: Results & Initiatives for 2019 15 mins 10 Customer Complaints Process & Warm Transfers 5 mins 11 Interaction with GNI Customer Contact center 5 mins 12 Revenue Protection update 5 mins 13 GNI Verbal Updates: Shipper Portal (Sharepoint) Brexit 15 mins 14 CRU Verbal Update 5 mins 15 Market Statistics 5 mins 16 Next Meetings/AOB 5 mins

Action Number Status Overview Responsible

G121 Open Data Processing Agreement: GNI to revert with DSA text for Code Mod by next GMARG GNI G175 Open GNI to maintain watching brief on Eircodes, co-ordinate future go-live project plan with ESBN, issue portfolios when licencing question resolved, GNI to contact Capita. All to consider impact of simultaneous versus sequential implementation, confirm licencing position with Eircode holder GNI/All G202 Open Priority Customer Flag: GNI to submit full version of revised MPD2 to CRU for approval, advise when approved GNI G203 Open Misdirected Payments: Technical process to be addressed as part of any PPM enhancement project, Financial arrangements to be discussed at that stage GNI G206 Open GMARG ToR including revised CR/DDR timelines. CRU to provide update to GMARG on ToR including revised CR/DDR timelines CRU

• 2. Review of Previous Minutes & Actions

17th January 2019

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Action Number Status Overview Responsible G248 Open PPM Working group ToR: GNI to circulate PPM working group ToR when approved GNI G249 Open 2019 GMARG Workplan: Shippers to input to the 2019 GMARG workplan by the next GMARG Shippers G253 Propose to Close PPM Front Office arrangements decision: CRU decision paper was circulated to GMARG GNI G254 New Transfer of data post Brexit: Shippers to consider data implications Shippers G255 New GNI Sharepoint site for industry: Shippers to revert to GNI on any preferred requirements Shippers G256 New Alignment of Change of Mind in gas and electricity: CRU to revert to GMARG if they intend to raise DDR CRU

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• 2. Review of Previous Minutes & Actions

17th January 2019 (continued)

Action Number Status Overview Responsible G257 New Warm Transfers: GNI to circulate a clarification note to industry GNI G258 New Warm Transfers: industry to contact Conor Seery if they want to enable warm transfer process Shippers

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• 2. Review of Previous Minutes & Actions

17th January 2019 (continued)

• 3. GMARG Workplan 2019

• Schema 2020
• PPM

‒ Front Office Arrangements ‒ Siemens Enhancement Project

• Eircode Implementation
• Data Protection
• Revenue Protection:

RP MPDs

• Market Arrangements:

Refresh of MPDs

• GMARG Operation & Terms of Reference
• LTNA work-stream

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GMARG Workplan 2019

• 4. Eircodes

GNI has been in contact with both An Post GeoDirectory and Capita

• There are existing Agreements with both An Post GeoDirectory and Capita with

regard to Eircodes

• Have sought clarification on GNI’s existing approved uses of Eircode data

‒ Our service provider is reviewing exact permitted uses

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Eircodes

• 5. Data Sharing/Data Protection

GMARG 21/2/19

Data Sharing/Data Protection

• Redline of Code of Operations incorporating the substance of the Draft Data

Sharing Agreement circulated.

• Previous Issues:

‒ Code or Agreement: Now drafted within Code of Operations rather than separate agreement; ‒ Double jeopardy: Double jeopardy addressed (see 9.3.3); and ‒ Indemnities: No changes proposed to indemnity framework in the Code of Operations.

• Proposed new provisions to allow for Shipper – Transporter processor relationships

(mutual)

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Proposed Timeline

• Conference call with GMARG and Cod Mod [6 March]
• Submission of comments by [13 March]
• Discussions at Code Mod 27 March
• Report submitted to CRU for approval [ 6 April]

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• 6. PAYG Front Office Arrangements

• On 21st November, 2018 the CRU approved implementation of a new framework.
• The key change is that rather than GNI procuring and negotiating front office service

agreements, suppliers will procure their own front office services as of July 2021

• A new agreement between GNI and suppliers will be required to ensure

compatibility of such services with the back office system, to ensure the necessary information flow from the meter to the GNI system and ensure GNI has the ability to coordinate resolution of any industry wide issues.

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PAYG Front Office Arrangements

• It is proposed to establish a working group to discuss and analyse the impacts of

the proposed solution and develop the appropriate regulatory framework and procedures, implementation plan and system changes to ensure the proposed solution is implemented.

• Draft of proposed Terms of Reference for working group circulated on 18th Feb with

GMARG documentation.

• GNI request comments on circulated Terms of Reference for proposed Workgroup

and nominated workgroup representatives by 7th March.

• GNI to review comments and propose 1st Call on 14th March

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PAYG Front Office Arrangements

• 7. Schema Release 2020

Aidan Hogan Retail Projects Manager Gas Networks Ireland

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• GasMap Schema update released successfully on Sat 2 February 2019
• Lessons Learned (based on feedback from supplier project leads):

‒ Overall Suppliers generally satisfied with schema update e.g. communications, market assurance, testing, documentation etc. ‒ One suggestion from Suppliers was Test Scenarios associated with future Schema updates should be more relevant to the actual Schema changes. ‒ Another suggestion was GNI should provide a central repository for all documentation associated with the Schema Update.

GasMap Schema Release 2019

Lookback & Lessons Learned

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GasMap Schema Release 2020

Scoping Phase - proposed timelines

• At Dec 2018 and Jan 2019 GMARG meetings, GNI noted that (as per decision of June 2018, based
• n poll of supplier preferences):

‒ Next GasMaP schema release is scheduled for April 2020; and ‒ Deadline for finalising the scope of the next Schema is July 2019

• Timeline for submission of Design Discussion Requests (DDRs):

‒ GNI / Suppliers / CRU to submit DDRs by 1 March 2019 ‒ Discussion of proposed DDRs (either already submitted or due for submission) at 21 Feb GMARG

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GasMap Schema Release 2020

Scoping Phase - proposed timelines

• 8. GNI review of MPDs

Aidan Hogan Retail Projects Manager Gas Networks Ireland

Review of Market Process Definitions & Procedures

General

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Purpose:

• Housekeeping - many MPDs (and related procedures) in place since market opening in 2008 (some updated in 2011 & 2015).
• Review MPDs & procedures and ensure alignment between documented process and actual process as applied currently.

Proposed Timeline:

• GNI propose to have reviewed the GPRO & Meter Data Services MPD’s in advance of GMARG February 2019.
• Remainder of processes and procedures (primarily siteworks or meter reading related) will be reviewed thereafter

Review will:

• Identify any deviations between documented and actual process
• Deliver ‘red-line’ mark-up of documentation to GMARG/CRU for review and approval - expect majority of updates to be cosmetic

NOT intended as root and branch review of each process

• If there are proposals to change the actual process, the standard DDR/CR process should to be initiated

Review of Market Process Definitions & Procedures

First Batch - GPRO & Meter Data Services

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Gas Point Registration Office:

 MPD1_Update Existing End User Details  MPD2_Change of Shipper NDM  MPD3_Request for Historical Consumption Data NDM  MPD4_End User Assignment  MPD5_Change of Shipper Correction & Amendment  MPD6_Registration  MPD7_Deregistration

Meter Data Services:

 MPD30_PPM Gas Debt on the Meter  MPD31_Prepayment Vending Transaction  MPD32_Replacement of PPM Token  MPD33_Financial Settlement  MPD34_Management of Suspense Transactions  MPD35_PPM Service Provider Shipper Invoice All responses should be sent to Diarmaid McAuliffe Diarmaid.mcauliffe@gasnetworks.ie comments/feedback by cob [Thursday 14th March]. comments/feedback by cob [Thursday 4th April]. Red-line mark-ups circulated to GMARG mailing list 18/02/19 (includes supporting doc summarising changes)

Review of Market Process Definitions & Procedures

Selected examples of updates

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MPD Examples of updates

MPD1_Update Existing End User Details e.g. remove reference to old meter types no longer in service MPD2_Change of Shipper NDM e.g. text clarification re priority flag logic MPD3_Request for Historical Consumption Data e.g updated to reflect that requests are now submitted by market message MPD4_End User Assignment e.g. remove reference to old meter types no longer in service MPD7_Deregistration e.g. replaced ‘token’ with ‘gas card’

Note:

No fundamental change to processes. Updates reflect current practice/functionality & remove any obsolete process steps

• 9. Shipper / Supplier Survey 2018:

Results & Initiatives for 2019

Aidan Hogan Retail Projects Manager Gas Networks Ireland

Recap: 2017 Survey Results

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OVERALL SATISFACTION NET PROMOTER SCORE

• Q4 2017 was the first time that GNI surveyed shippers

‒ established a baseline for measurement of future performance

• Based on the survey, GNI implemented a number of initiatives through 2018

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Recap: Initiatives Implemented during 2018

Shippers

Collaboration with Eirgrid & Shippers re outages Shipper visits to understand their business drivers Network Ops Presence at Code Mod Forum Imbalance Charges Balancing Platform Transparency Platform Biogas / CNG Updates at Code Mod Forum

Suppliers

DM Metering Accuracy Improved PPM Training rolled out to all suppliers Retail Gas Market Incident Plan Workshops / working groups to deliver solutions GMARG - additional resources allocated New Supplier Complaints Process PPM User Guide Developed

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MANAGEMENT SURVEY OPERATIONAL SURVEY

Objective Revisit respondents from 2017 survey and ask:

• ‘have you seen any improvements?’
• Delve deeper into GNI’s query handling

performance

• Establish baseline level for regular monitoring

Topic(s)

• Broad range of topics
• wholesale & retail markets
• Narrow focus on Query Handling
• day-to-day operational issues/queries
• retail market

Surveyed

• Suppliers & Shippers
• Managers - wide view of GNI interactions
• Suppliers only
• Ops staff who submit daily queries to GNI

Medium Face-to-Face / Phone Interviews Email survey Future Surveys Annually Bi-annually

• 2 separate surveys were carried out in Nov/Dec 2018:

2018 Survey: 2 x Distinct Surveys

17 interviews with 23 senior managers 51 responses

2018 Survey: Satisfaction & Net Promoter Scores

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OVERALL SATISFACTION NET PROMOTER SCORE

2017 Survey: Satisfaction Score = 7 NPS = -5

Reminder:

Survey Scores for 2018:

2018 Survey: Improvements recognised…………

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“He is very open and tells you how it is. He’s helpful and

listens and suggests how you can work things. They have

shown initiative……and they are actively helping..…he is very good – he’s all ears. He’s taken those steps

without a Shipper pushing him.”

The perception that GNI is becoming more transparent as an

• rganisation is strongly linked with the view that GNI is more

willing to collaborate

More flexible & solutions focused – Shippers spoke about this in the context of a shift of culture internally, in GNI becoming more flexible and solutions focused. “GNI have listened to industry more…….they are

more amenable to making changes

based on industry feedback which is helpful.” “they have released documents now onto a shared drive which are more easily

• accessed. Seems to be a great

communication flow. I just think it

was really, really well managed……..there are a few areas, sitting on the agenda (in GMARG) that could be taken into a different stream with subject matter

experts, to push it along.”

“GNI has been really ‘spot on’ and kept

us informed…….current position and

where it’s going.” “There has definitely been a change in their focus. It started with an almost

lets get to know each other conversation…..there was a

good robust chat……..it was a good initiative and it has helped” “They are becoming far more

proactive”

..……BUT more improvement is required

Discrete improvements Process/Discipline

• f continuous

improvement in place

“there must be an awareness and understanding that we are managing an issue for customers … I still don’t think we get enough to the questions that we probably need … customers need more technical information and a well framed answer” Its at a solid public sector level …he got back to me and said “Leave it with me I’ll get back to you”. That was probably 10 days ago. That’s not the pace at which we do things.” “There is work to be done on how [PPM] is going to operate long term. Its not fit for purpose … I don’t think they have the tools “Level of helpfulness is very dependent on what person you get once contacting. Level of knowledge varies drastically.” We can’t quickly solve our issues. Eventually it’s solved but it takes time.

2018 Survey: Shortcomings in Query Handling

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Only 43% of respondents were clear

• n who to contact

within GNI when they had a query Less than 50% of respondents felt GNI tracked their complaint adequately and kept them informed

2018 Survey: General Principles Identified

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Greater Engagement / Collaboration / Transparency Continuous Improvement More Consistency

For both Suppliers and Shippers, but particularly the case for Suppliers, there is a perception that GNI’s responsiveness is dependent on the involvement of key individuals, and relationships built over time. Those without key contacts in place, are therefore perceived as disadvantaged in terms of getting a full and timely response to queries, leading to frustration. GNI’s engagement with Shippers in 2018 was commended and their desire to work collaboratively with Shippers to drive forward initiatives and resolve issues for the industry. This was also identified as essential going forward, particularly in the context of bringing the electricity and gas markets closer, and in developing the position of gas, e.g. biogas, CNG. It is critical for both Suppliers and Shippers to see that there is a culture of continuous improvement (as opposed to discrete improvement) in place at GNI. Shippers and Suppliers expect GNI to learn, replicate and build on existing initiatives and continue to innovate in terms of processes and systems that benefit this group.

2018 Survey: 7 Topic-specific action areas identified

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Lack of ownership at GNI's end of the query - or no response expectation time being provided. The Account Manager role is not active……. they should be more proactive and be more of a business

• partner. There are things they could

help us with and help us improve. Up to date training material in a central location…..website can be difficult to find things…..electricity sector has an online system were we can review all market processes easily

• this would be great to have in GNI.

Effectiveness of GMARG impacted most by its structure & governance,

• perations people not

attending….and the extent to which GNI progressed agenda items……. The [GNI PPM system] gas is very manual and very complex…. difficult to communicate to customers……it's ad hoc excel

• spreadsheets. We feel that the

whole excel file system is outdated. We are often approached by operations in relation to LTNA. It’s often quoted as an

• issues. It’s another area that we would like

to look into with GNI in the next year.

From the outside they are pretty proactive on stuff like biogas, CNG for transport, all those big strategic initiatives for gas that you would expect to be taken forward.

There must be an awareness and understanding that we are managing an issue for customers. I still don’t think we get enough to the questions that we probably need… customers need more technical information and a well framed answer.

2019 Initiatives: 7 High Level Initiatives for 2019

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No. INITIATIVE ACTIONS 1 Customer Service

• Develop CRM System for Query Tracking
• Direct Engagement between GNI & Supplier Customer Operations Teams

2 Relationship Management

• Key Account Management: Review GNI Key Account Management processes
• Working Groups (e.g. PPM and Long Term No Access)
• 4 x ‘Day-in-the Life’ sessions with shippers

3 Information & Knowledge Management

• IT Project: Develop & Implement Sharepoint Portal for sharing info with

Suppliers

• GNI Website, User Guides, Training:

4 GMARG Secretariat

• Review of GMARG Operation & Governance:
• Use Sharepoint portal for sharing documentation with suppliers

5 Prepayment Metering

• Project: PPM Enhancement Project (2019)
• Working Group: Front Office Arrangements (2019-2021)
• Long Term PPM Solution (2019 – 2025) - workshops during 2019

6 Long Term No Access

• LTNA Working Group: develop formal (approved) operational process where GNI &

Suppliers jointly address LTNA 7 Future of Gas

• Conference / Workshop: Share GNI’s vision for the future of gas (Biogas/CNG etc.)
• Direct Engagement, Green Fund Working Group, regular updates at Code Mod Forum

* 50+ specific actions behind the headline initiatives - actions assigned to individual owners

• Sharepoint Portal - launch pilot Mar/Apr 2019
• PPM Working Group – aim to start March 2019
• LTNA Working Group – aim to start April 2019
• Customer Operations Engagement - Mar/Apr 2019

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2019 Initiatives: Next Steps

• Review of GMARG Operation & Governance
• GNI to engage with suppliers & CRU

bilaterally before submitting proposal re revised

• peration / governance model at GMARG in

March or April. ‒ New model to leverage working groups to deliver change

Imminent Initiatives: to be initiated in March/April 2019 Longer Term Initiatives: GNI to revert during Q2 2019

• CRM System for Query Handling - IT Project

being initiated internally in GNI currently ‒ Suppliers to be consulted as part of requirements gathering

• Review of GNI Key Account Management

‒ Internal review of existing function underway ‒ Consult suppliers re any proposed changes

• 10. Customer Complaints Process &

Warm Transfers

Conor Seery Customer Contact Manager Gas Networks Ireland

MPD 42 - Supplier Complaints Process

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Background:

• MPD 42 approved by CRU in June 2018

Implementation Date:

• New process implemented Monday 19 November 2018

Send Complaints to:

• GNIsuppliercomplaints@gasnetworks.ie
• 066 979 9174

Recap - Scope of Process:

• Complaints process or Issue Resolution Process?

Activity since new process started:

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complaints received to date (15/02/19)

Supplier Complaints / Queries / Warm Transfers

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Supplier has a query requiring GNI assistance to resolve

CONTRIBUTOR: Doug O’ Brien

DECISION POINT 1: Has a customer raised this query?

YES

DECISION POINT 2:: Has the supplier logged a complaint on the supplier’s system?

Complaints Process - MPD42

YES NO

DECISION POINT 3:: Supplier deals with GNI on behalf of customer?

Issue Resolution Process

YES NO NO

Warm Transfer Issue Resolution Process

Advise Customer to Contact GNI Directly

Customer Operations: Proposed Engagement

• Proposal to address this issue and
• ther related issues:

‒ Closer interaction between GNI & supplier operations teams - both have a ‘shared’ customer ‒ Ensure information and communication gets to the people who need to know ‒ Generate 2-way conversation to identify gaps and develop solution

• GNI customer care team to invite supplier operations

teams to initial customer operations open day in March / April 2019 - details TBC, likely hosted in GNI. Finglas

• Follow-up site visits to supplier sites to discuss

supplier-specific topics

• Consider merits of a regular ‘operational forum’, say

every 2 months?

• 11. Interaction with GNI Customer

Contact centre

Conor Seery Customer Contact Manager Gas Networks Ireland

• 12. Revenue Protection update

Revenue Protection Working Group Update

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• Revenue Protection Code of Practice – CRU Approved and implemented as of Jan 28th 2019
• RP MPD’s approved by the CRU in January;
• MPD24 - Identification of Interference
• MPD25 - Recovery of Site works Costs
• MPD26 - Recovery of Energy Costs – Currently with the CRU for approval
• Working Group #4 of 6 was held with Suppliers on January 25th
• Continue to work with suppliers to define the RP reporting requirements for industry in line with

the Code of Practice

• Agreed a timeline for the introduction of the new RP market message
• From April 1st via market message, suppliers will have a more up to

date information on confirmed tampered meters

• 13. GNI verbal updates

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GNI Verbal Updates:

• Shipper Portal (Sharepoint)
• Brexit

Upda Update: te: Shar Sharepoint epoint Por

• rtal

tal

GMARG 21st February 2019 Aidan Hogan Retail Projects Manager Gas Networks Ireland

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2019 Initiatives: Sharepoint Portal

‒ Test site has been configured ‒ Currently populating site & carrying out internal training ‒ Ask 1 or 2 suppliers to participate in soft launch (March) ‒ Working on a governance document to address access requests, permission levels etc. ‒ Aim for full launch in April

LEVEL 1: Landing Page LEVEL 2: Sub-sites (e.g. Revenue Protection) LEVEL 3: Document Library

• https://www.dataprotection.ie/en/news-media/latest-news/dpc-issues-important-

message-personal-data-transfers-and-uk-event-no-deal

Brexit

• 14. CRU Updates

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• CRU

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CRU Updates

• 15. Market Statistics

GPRO CoS monthly

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CoS monthly Gas Year to date

Month RD Credit RD PPM I/C Total GYTD Oct-18 10,642 1,647 405 12,694 12,694 Nov-18 10,442 1,559 329 12,330 25,024 Dec-18 7,125 869 265 8,259 33,283 Jan-19 9,572 1,452 386 11,410 44,693 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 GYTD 37,781 5,527 1,385

GPRO CoS Rejections

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CoS rejections

Month Number Rejections vs Successful CoSs Oct-18 716 5.6% Nov-18 710 5.8% Dec-18 529 6.4% Jan-19 625 5.5% Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 GYTD 2,580

GPRO Debt Flagging Stats

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In January:

• 10% of Debt Flags

were at PAYG sites

• 1 flag was at an IC

site RD Credit RD PPM I/C Total Debt Flag Receive d Total CoS Cancelled as a result

• f Debt

Flag % of Debt Flags then Cancelled % Debt Flag to CoS #'s Oct-18 109 12 121 53 43.8% 1.0% Nov-18 115 13 128 57 44.5% 1.0% Dec-18 83 7 90 39 43.3% 1.1% Jan-19 83 9 1 93 55 59.1% 0.8% Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 GYTD 390 41 1 432 204

GPRO Corrections and Amendments

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Corrections and Amendments

Corrections Amendments Total C&A Total C&A processed vs Completed CoS Oct-18 562 278 840 6.6% Nov-18 537 138 675 5.5% Dec-18 467 82 549 6.6% Jan-19 494 112 606 5.3% Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 GYTD 2,060 610 2,670

• 16. 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

21/03/2019 Thursday Call 18/04/2019 Thursday Meeting 16/05/2019 Thursday Call 20/06/2019 Thursday Meeting 18/07/2019 Thursday Call 15/08/2019 Thursday Meeting 19/09/2019 Thursday Call 17/10/2019 Thursday Meeting 21/11/2019 Thursday Call 12/12/2019 Thursday Meeting

• ComReg 1850 update
• Next Call on 21st March

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• 16A. A.O.B.