Record of Meeting for 5 January Measuring Operational Performance Working Group
Attendees
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Zainab Mohammed (MOSL)
Lauren Mulholland (MOSL)
Oscar McLaughlin (MOSL)
Julie Carly (MOSL)
Richard Dunmore (Thames Water)
Julie Scallion (Severn Trent)
Thomas Wesley (Anglian)
Matthew Glover (Northumbrian Retail)
Paul Moran (Northumbrian Wholesale)
Andrea Burnett (Northumbrian W)
Nick Rutherford (Bristol Water)
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Jo-Ann Lee (Affinity Water)
Callum Graddon (Affinity Water)
Craig Inman (Thames Water)
Kelly Parker (Yorkshire Water)
Colleen John (Three Sixty)
Narissa Kirk (Three Sixty)
Evan Joanette (CCWater)
John Comber (South West Water)
Diane Rayner (South West Water)
Introduction
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ZM talked through background and objective of the group. Created as a result of feedback from
WRG on MOSL supporting participants in the operational terms during shadow market.
Participants best placed to measure and report on the implementation and the performance of
the new processes. Group could also identify gaps and share learnings and best practice.
Richard Dunmore (RD) had been approached previously to chair the WG, attendees had no
objections to RD being chair and MOSL acting as secretariat.
Confirmed the Bilateral catalogues (OSD 0601 and 0602) and Market Performance Standards are
out of scope of the WG.
Question on whether operational performance relates the operational performance standards,
confirmed that the standards are defined in CSD 0002 and this WG is to look beyond those to
include the Retailers perspective and also those not defined in CSD 0002, the Operational
Performance Standards cover approximately 20 of the 250 or so obligations in the Operational
Terms.
Question on where the standards came from in Scotland- best practice or top level KPIs, RD said
he would approach Scottish retailers to find out a little more of the background as no-one present
on the call could answer this question.
Question submitted prior to call about process B7. Does not seem to be provision for customer
to cancel the requested work following site visit, agreed that the collective view is that the
customer can cancel a request at any time. MOSL to check with codes team that this
interpretation is correct.
Do participants agree measuring the operational terms is required.
 Agreed the presence of participants on the call indicated that this is required.
What do Wholesalers want to measure?
 Anglian asked if there was the desire to look at level playing field – transparency across
standards with different Retailers. RD confirmed It could be useful to share best practice but
there is a need to be careful not to overstep on MOSL and Ofwat’s obligations to ensure a level
playing field. Group agreed could share best practice of internal compliance. EJ noted that they
record customer complaints by wholesaler and retailer which can be used as a proxy for level
playing field monitoring and would be a good indicator.
 South West Water shared insights into their approach to account management and monitoring
LPF internally.
 How do wholesalers contact customers after an incident? Drinking Water Workshop next week
should identify if there are any issues in that area. Also confirmed work ongoing in other forums
on emergency contacts, looking at that topic.
 Retailer and wholesaler communication during planned and unplanned events.
 Thames raised issue of wholesalers contacting customers to support longer term strategic
objectives, such as to inform future price reviews. EJ said this is a question that CCW has raised
with Scottish Water from their experience and that he would follow up for a response.
What do Retailers want to measure?
 No real issues identified as Retailers will address as they arise.
 Would be interested in companies sharing best practice to ensure consistency.
Topics identified for forthcoming meetings
 How should we use the Operational Terms to look at level playing field? Should we be looking at
performance being measured according to individual Retailers?
 Tracking complaints escalation.
 Access to customer information to inform longer term planning
 Ways of measuring planned and unplanned events
AOB
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Attendees agreed that group should meet fortnightly at the same time (Thursday’s at 10)
Attendees confirmed they were happy for CC Water to be part of the working group.
EJ asked about the possibility of participants undertaking desktop exercises to test the customer
experience of these processes, agreed to discuss offline with RD, ZM and EJ.
Date
05/01/17
05/01/17
ACTION
Set up fortnightly conference
call
Check SLA in CSD 0002 are
from Scottish Market or
developed through best
practice
WHO
MOSL
STATUS
Closed (05/01/17)
Thames
Open
05/01/17
05/01/17
Confirm groups interpretation
of Process B7 question
Participants given the
opportunity to add to list of
topics for discussion by
emailing
[email protected]
MOSL
Open
ALL
Open