19th September 2012 Retail Market Design Service Page 1
IGG Agenda 19th September 2012
Minutes from Previous IGG Meeting 10:30 – 10:35
Review of Action Items 10:35 – 10:45
CER Update 10:45 – 10:55
Gemserv Update 10:55 – 11:05
MRSO Update 11:05 – 11:20
HSP Project Update 11:20 – 11:35
Customer Service Initiatives 11:35 – 11:55
Retail Market Design Service Update 11:55 - 12:15
AOB 12:15 – 12:25
Next Steps 12:25 - 12:30
19th September 2012 Retail Market Design Service Page 2
Minutes
Minutes from IGG meeting
8th August 2012
For approval today
19th September 2012 Retail Market Design Service Page 3
IGG Action Items
Updated IGG Action List issued in advance of meeting
Actions closed since last IGG meeting: 5
IGG Actions carried forward: 2
19th September 2012 Retail Market Design Service Page 4
IGG Actions Carried ForwardAP No Title Org
Assigned To
Due Date
801 Essential Plant: ESB Networks to forward list of relevant MPRNs to each
Supplier
ESBN 27/06/2012
809 LTNA: Suppliers to provide details on connections that qualify (include MPRNs, DUoS Group, current MIC) in order to quantify cost impact of the proposals
Suppliers 30/08/2012
CER Update
Industry Governance Group
19th September 2012
6
Retail Market Assurance Services for the Irish Electricity Market
Peter VarleyIGG 19th September 2012
21 September 2011 7
Assurance Activity UpdateBusiness As Usual (RMDS)
• Assurance Process Document
– Supplier’s comments have been reviewed and Supplier has indicated contentment with the responses
– We are discussing third party software implications with RMDS to clarify assurance requirements
– Now seeking unconditional IGG approval of Assurance Process so that the document can be published forthwith
21 September 2011 8
Assurance Activity UpdateBusiness As Usual (RMDS)
• Potential New Category of Applicant
– Demand Side Unit is potentially a new type of market participant for assurance purposes
– Assurance would be similar to that for Self-Supplier i.e. application and simple questionnaire
21 September 2011 9
Assurance Activity UpdateBusiness As Usual (RMDS) (ctd.)
• Supplier Assurance
– small supplier to become a large supplier commencing; and
– new large supplier pending.
21 September 2011 10
Assurance Activity UpdateHarmonisation (HRDS)
Self AssessmentComplete
Report approved
Site visitComplete
Report approved
IPTComplete
Report approved
Outcome report
Complete - Cut-over recommended on successful completion of performance tests
Report pending approval
11
Questions & Discussion
21 September 2011 12
MRSO Update
Gerry Halligan
19 September 2012
21 September 2011 13
Market Message 105L
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
2010 2011 2012
2010 29,969 42,601 44,792 40,470 37,163 37,689 40,398 37,114 42,961 43,152 43,611 35,899
2011 28,369 35,542 37,871 31,035 28,918 30,432 36,029 33,333 21,325 19,461 19,815 22,113
2012 16,990 22,820 25,349 20,213 24,860 21,984 21,921 21,084
January February March April May June July August September October November December
21 September 2011 14
Market Message 010
0
10,000
20,000
30,000
40,000
50,000
60,000
2010 2011 2012
2010 35,195 45,059 49,370 41,699 38,873 41,806 40,567 41,710 46,762 45,035 49,176 31,265
2011 35,629 37,899 40,477 28,747 32,688 34,577 36,818 33,783 22,052 20,093 24,687 20,960
2012 20,296 26,421 27,875 24,292 27,055 22,551 24,545 24,415
January February March April May June July August September October November December
21 September 2011 15
COS In Progress 17/09/2012 – 6,462
• Reviewed Monthly• Suppliers notified of individual
switches outstanding and reason• Switch outstanding for
Energisation or Token Meter Removal will not time-out
• Contact Customer or submit cancellation
• 18 Switches held due to an existing Open Service Order
Oct 11 1
Nov 11 0
Dec 11 0
Jan 12 0
Feb 12 0
Mar 12 0
Apr 12 16
May 12 3
21 September 2011 16
COS and CoLE
MonthExplicit
CoLEInferred
CoLETotal
CoLE Total 010% Explicit
CoLE% Total
CoLE
Jun-12 4,102 3,412 7,514 22,551 18% 33%
Jul-12 4,280 3,924 8,204 24,545 17% 33%
Aug 12 4,622 3,885 8,507 24,415 19% 35%
21 September 2011 17
Registration Rejections %
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%
4.0%
4.5%
5.0%
2010 2011 2012
2010 2% 2% 2% 2% 3% 4% 4% 2% 2% 2% 3% 2%
2011 2.09% 2.36% 3.03% 2.68% 2.46% 2.52% 2.42% 2.55% 3.32% 3.32% 2.57% 2.43%
2012 3.45% 1.60% 2.50% 2.43% 3.72% 2.96% 1.71% 1.63%
January February March April May June July August September October November December
21 September 2011 18
Debt Flagging
Jun-12 Jul-12 Aug-12
Total MPRNs Received 693 921 665
Total Inferred CoLEs Returned to Outgoing Supplier 244 268 226
Returned for other reason to Outgoing supplier (Invalid MPRN, Switch Completed, Explicit CoLE) 36 57 22
Valid Debt Flags issued to Gaining supplier 413 596 417
Total Cancelled 230 223 207
Valid Debt Flags as % of total COS 1.9% 2.7% 2.0%
21 September 2011 19
Disputed Reads
206
190
259
214
164
392
260
302
137
207
185
201 197
164
120128
97
135149 149 144
172166 168
123
0
50
100
150
200
250
300
350
400
450
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
21 September 2011 20
Total Withdrawal of 310 reads for all Suppliers
1,881
1,6621,677
924
1,354
1,764
1,587
1,283
1,390
1,292
1,512
1,793
1,181
768 749
520
943
1,163
819780
947
846
1,1491,078
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
2,000
2,200
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
Withdrawal of 310 Reads Withdrawals as % of Completions
21 September 2011 21
Objections - Erroneous Transfers
235
166
230224
308
259
232
120
153
111
134
96 94104
78
114
79
5767 64
88
109
53
25
43 46
2635
0
50
100
150
200
250
300
350
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
No
. o
f O
bje
cti
on
s
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
No
. o
f C
oS
Co
mp
leti
on
s
No. of Objections CoS Completions
21 September 2011 22
Objections
Jun-12 Jul-12 Aug-12
No. of Objections 46 26 35
Cancellations from Objections 36 21 26
Objection Emails to MRSO 6 16 6
Reasons:
Uncontactable by phone 1 2 1
Written communication - 5 -
COS Confirmed 4 9 5
Other 1 - -
Escalation Emails 11 9 1
21 September 2011 23
MRSO Audit 2012• Last detailed transactional audit of MRSO
covered 2005/06• Propose to audit period 2009/10/11 (period
of significant market activity and introduction of Global Aggregation)
• Draft Scope of Audit approved in principle by CER
• Copy to issue to MPs this week for comment by 10/10/12
21 September 2011 24
ROI HSP Project Update
Conor Garrigan
21 September 2011 25
HSP Agenda Items
• Project Plan Update
• Release Notes
• Final Go-Live Checkpoint Conference Call
21 September 2011 26
High Level ScheduleHSP Project
Jul-1
1A
ug-1
1S
ep-1
1O
ct-1
1N
ov-1
1D
ec-1
1Ja
n-12
Feb-
12M
ar-1
2A
pr-1
2M
ay-1
2Ju
n-12
Jul-1
2A
ug-1
2S
ep-1
2O
ct-1
2N
ov-1
2D
ec-1
2
Design Phase
Build Phase
Test Phase - Incl. IPT
Receive PQ responses from Market
Sign EULA - Suppliers
IPT Slots
Send IPT evidence to Gemserv
Receive CER/NIAUR permission for Go Live
Cutover Phase
Final Market Cutover Plan
Post Go Live
Definition & Design Build & UT System Test
Design completed 20/02
Build completed 30/05
Cutover
Cutover 22 & 23/09
Post Go Live ends 22/10/12
3//9
14/09
28/08
Completed
Completed
Completed
Completed
Completed
21 September 2011 27
HSP Release Notes
• Cover:– MCR content – Late-breaking minor technical issues– Post Go-live Market Support arrangements
• Copy available in HSP Project Folder and this IGG Meeting Folder on RMDS Calendar
21 September 2011 28
Final Go-Live Checkpoint
• Market Conference Call – Acts as final readiness checkpoint before go-
live – All MPs, CER and Gemserv attend – CER confirms final decision to go-live– Reviews / confirms final logistics for cutover
weekend– 3pm, Thur 20th Sep, RMDS Conf Call nos.
29
ESB NetworksESB Networks
Current Customer Service Initiatives and Current Customer Service Initiatives and Supplier InvolvementSupplier Involvement
I.G.G. September 2012I.G.G. September 2012
30
Initiatives
• PowerCheck
• SMS Texting
• Appointments Pilot
• Social Media
• Ploughing Championship
31
PowerCheck
• Website and Apps for iPhone and Android• Google Map linked directly to our Outage Management
System• Live information about supply interruptions• Link:• Support needed
• Suppliers to put link to PowerCheck on their own websites and use in response to queries
• Feedback on the applications welcome
32
SMS Texting• Now texting customers:
– Where a fault has occurred we send them an apology and the Estimated Restoration Time (ERT)
– Where there was a planned interruption that has been cancelled we can let them know in advance
– Where a planned outage is likely to overrun its ERT we can apologise and let them know
• Need for support– Currently we have mobile numbers for approx 20% of our
customers– Same effort required to send to all as to 20%– Sharing of numbers by Suppliers would be appreciated– Support for DR 1126
33
Appointments Pilot
• Pilot underway in Waterford to narrow the time window for appointments
• Scheduling Centre phones the customer on the afternoon prior to the appointment to give narrower time slot
• Network Technician phones the customer on the day to give more precise time
• More mobile numbers would be useful
34
Social Media
• Now monitoring social media traffic for Networks related issues e.g. Twitter; Facebook; Boards.ie
• About to become active in these media• Welcome input on how we can best support
suppliers in this space
35
Ploughing
• 25th to 27th September• Welcome to visit our stand, meet managers and staff and
discuss any aspect of our business or service
19th September 2012 Retail Market Design Service Page 36
RMDS Update
Retail Market Design Update
Aileen O Connor, RMDS
19th September 2012
19th September 2012 Retail Market Design Service Page 37
DR 1124 V1.0 - Sending of MM116N only where Customer Name is Different on MM010 and MM016
Discussion Request
MM 116N currently sent to New Supplier every time Old Supplier submits a MM016 for COLE, while a CoS is in progress.
New Supplier only needs to take action if the customer names are different.
New Supplier will investigate and probably cancel the CoS. If names are the same, no action is required by the New Supplier and CoS
can proceed. For Classification as Jurisdictional Specific at today’s HWG meeting
At Today’s IGG Meeting:
Approval requested. Change is required in both jurisdictions.
DR 1124
19th September 2012 Retail Market Design Service Page 38
DR 1130 V1.0 – Introduction of Essential Plant
into the Market DesignDiscussion Request DR raised to present Working Practice 0022,which details the procedure for the De-Energisation of Essential Plant Sites. For classification as ROI Specific at
today’s HWG meeting
At Today’s IGG Meeting:
Approval Requested
DR 1130
19th September 2012 Retail Market Design Service Page 39
DR 1111 – Automated Debt Flagging Solution IGG 27/06 ESBN presented Options A (no SO Delay) & B (SO Delay) - new
MMs IGG 08/08 ESBN presented Option C - Objection Messages and including
SO Delay Feedback from Suppliers sought and responses indicated:
Preference for option to include SO delay Majority preference for Option C
Update 14/09 The CER is not minded to propose a shift in the planned and agreed
release window CER is to review the debt flagging process in Q4 2012 and could
consider changes to the process, including the delay period CER preference for Option A Supplier feedback requested
Schema Changes for inclusion in June 2013 Release need to be approved by HSG next meeting 03/10
Final Decision required: Option A for implementation June 2013 or Continuation of Manual Debt Flagging Process
19th September 2012 Retail Market Design Service Page 40
www.rmdservice.com Website Enhancements
The following enhancements to our website will go live this month following feedback from our 2011 Customer Satisfaction Survey including changes to:-
Online Discussion Request Change Control Section Introduction of a new Documentation page for a one
stop shop for links to all the documentation on our website.
Search help tips for better searching More detailed update of all changes will be presented at
next IGG
19th September 2012 Retail Market Design Service Page 41
LTCA Working Group
2nd Working Group Meeting held 13/09/12 ESBN presented results from analysis undertaken
to quantify LTCA by error type
Draft WG Report to issue shortly
Action for ESBN to provide Suppliers with MPRN
by error type to analyse impact.
Suppliers to advise RMDS when Action complete to
set date for next WG Meeting
19th September 2012 Retail Market Design Service Page 42
IGG Meeting
AOB
19th September 2012 Retail Market Design Service Page 43
Next Steps
Diary dates for next two IGG meetings:
Wednesday 31st October 2012 – BelfastWednesday 5th December 2012 - Dublin
Dates included on Calendar of Events on RMDS website www.rmdservice.com
19th September 2012 Retail Market Design Service Page 44
Next Steps
Diary Dates for next two Conference Calls:
Thursday 11th October 2012Thursday 22nd November 2012
Dates included on Calendar of Events on RMDS website www.rmdservice.com
Call details are as follows:
LoCall: 0818 301 111
Local Access: +353-(0)1- 664 8888 Guest Passcode (Pin):167172
19th September 2012 Retail Market Design Service Page 45
Thank You