Where we explore our approach and planned activities to facilitate effective stakeholder engagement
These activities enable effective two-way interaction, with training, education, events, and direct contact with Operational Account Managers and our Service Desk.
Our stakeholder engagement plan has the following objectives:
Reaches the required audience
Fit for purpose in terms of frequency
Up to date communication channels which are appropriate to the intended audience
Clear and consistent in messaging, accurate in content and language
Accessible and available channels for all stakeholders
Feedback and continuous improvement defining future engagement
Paul Rocke, Code Manager Head of Communications
The engagement channels we have used since Go-Live are shown on the diagram here, and we plan to continue to use them as we approach CSS Go-Live and into the operational state.
These new arrangements may bring further diversity to the REC stakeholders; some of whom may be new to the arrangements.
In the following pages, we provide a high-level overview of the engagement we will undertake in the run up to, during and after CSS Go-Live.
As further detail is developed, we will issue a communications and engagement plan with lower levels of detail, dates, formats and how to access the channel.
Our engagement channels (click to zoom)
Click one of the following headings for information a particular channel, or simply keep scrolling through the document.
Change Process
Operational Account Managers
Onboarding
Service Desk and Portal
Training and Education
Performance Assurance
Committee Meetings
Consumer Advocacy
EMAR
The Switching Programme has recently baselined the REC V3.0 drafting which is available for stakeholders to review. We are using these baselined versions in our consideration of any new or current changes.
The baselined versions can be found on the REC Portal - click to go there.
We are working with the CSS Service Providers to ensure that the process is understood across stakeholders and everyone is aware of timescales and responsibilities.
We are anticipating only minor changes to the process which will be combined with the wider change management process review, established as part of the Request for Information issued in late 2021 following Go Live.
As part of the REC drafting, we are producing training and education on what is different under the switching arrangements. We are mindful of the different levels of understanding across the stakeholder portfolio and will work with this in the development of any training material.
We will use the Weekly Change Bulletin to update stakeholders on the recent developments in the change process especially as a result of CSS changes. We will also use social media to update on changes; please do follow the REC Code Manager on LinkedIn.
Subscribe to the Weekly Change Bulletin
Follow us on LinkedIn
Our Operational Account Managers (OAMs) are our front-line information providers to existing REC Parties. Please contact your OAM for the most up to date information on any question you may have.
We would like to hear what information you need to know and ways in which you would like to be told. Our team is here to help. We need to understand your preferences for ways of learning; e.g. half day workshops, or short recorded sessions you can download.
Shelley Rouse, one of our helpful OAMs
We can’t promise to meet the needs of every Party, but we will listen and learn and make a variety of options available. The OAMs will outline what to expect with the introduction of CSS and how it impacts you, the actions you need to take, and associated timescales.
Our OAMs are part of the stakeholder engagement team which guides the entry and exit of parties through our party management processes. We produce guidance to ensure everyone is aware of timescales and responsibilities. We work with the DCC and have interactions with other relevant service providers including the CSS, EES and GES service providers.
On market exit, we're responsible for assisting the Supplier of Last Resort process. Unfortunately, there's been an influx of SoLRs in the run up to CSS Go Live. We'll continue to assist Parties moving forwards, working with organisations including Ofgem to smooth the process where possible.
The current Data Enquiry Service (DES) (operated by Xoserve) will be migrated into the REC arrangements at CSS Go Live. It will be renamed to the Gas Enquiry Service (GES) but continue to be operated by Xoserve as a Service Provider to RECCo. Existing DES users that are not REC Parties will need to sign new agreements to access the GES.
As part of the onboarding of users, the Code Manager will contact existing DES users and discuss the new agreements. Existing REC Parties will need to sign supplemental agreements and non-REC Parties will need to sign access agreements.
We will be starting this activity in the coming weeks and months to ensure that as many users as possible have completed the paperwork well in advance of CSS Go Live. This will help parties in line with their own readiness assessments.
Non-REC Parties that currently access the Electricity Enquiry Service (EES) will be required to sign a new Access Agreement to obtain additional data items - including the Retail Energy Location (REL).
If you have any questions or queries, please contact your Operational Account Manager, if you have been assigned one. Alternatively, raise a ticket with our Service Desk who will be more than happy to assist you.
Email the Service Desk
Organisations that wish to operate within the REC arrangements as a result of CSS Go Live will apply using the REC Portal, and our stakeholder engagement team will process your application. The Code Manager will manage the relevant elements of the application and will contact you to assist you in the process.
Access the REC Portal
Our Service Desk will continue to respond to your queries on aspects on the REC arrangements, just as we have since September 2021.
With REC V3.0 and the introduction of the CSS, we will coordinate with the Switching Service Desk to ensure that Parties are directed to the appropriate service desk for their query. The Switching Service Desk will be responsible for all Switching Incidents and Switching Service Requests.
As part of our REC Portal roadmap, we are looking to implement a self-serve service desk tool which will help users identify the right service desk (e.g. REC, Switching Service, EES or GES) with contact details made available for each.
On the REC Portal, our Knowledge Centre is being updated to a Wikipedia style home, with great knowledge articles and FAQs. We'll continue to work with the DCC and other CSS service providers to ensure documentation is not duplicated and clearly signposted.
The Portal will be updated with forms and guidance for CSS Go Live including Application Forms and process documentations. We'll update the Portal with podcasts, training, events and other relevant information in the run up CSS Go-Live.
We'll provide all information in relation to CSS in one place on the Portal for ease of navigation. We'll let you know more about that soon - keep an eye out for comms.
As part of the change management process, we will outline the changes that REC V3.0 will bring to the arrangements. We will provide clear guidance on each of the new schedules and changes. These will be backed by knowledge articles and frequently asked questions. We will provide information on transition, including early life support/ hypercare and details of any post implementation phase which may impact on stakeholders.
We have listened to feedback and will provide an overview of what to expect as different party types/ stakeholders, and we'll list at a high level the actions that need to be taken and the associated timescales.
We will liaise with the other CSS service providers to offer system demonstrations and let you know how to engage with the relevant providers. We will provide a joined-up approach to engagement with sessions, training and events to reduce the time you need to make in your busy diaries.
We will offer our engagement through webinars, drop-in sessions, videos and other appropriate means. Where we use videos or post recordings of events, we will provide a summary document identifying key messages and sections of the recording for you to navigate to as required.
Please let us know you identify any duplication, or events that you believe we can improve on. Your feedback is important, and our Continuous Service Improvement page on the Portal provides a way of leaving feedback for us. Each event will also offer a feedback mechanism that we will review and improve on where relevant.
We've developed a forward workplan of updates to the performance assurance service. We aim to highlight the introduction of new elements, amendments to the Performance Assurance Framework, and planned engagement activities. We discuss these at the monthly Performance Assurance Board (PAB) meetings before wider circulation to stakeholders via the Portal.
In preparation for CSS readiness, we're updating a number of areas of entry assessment guidance, such as the joint storyboards. In May we'll hold a webinar to tell you how the performance assurance service will evolve. We'll also issue a consultation on updates to the Retail Risk Register. Following Go-Live, we'll work with the PAB to review what we have learnt from risk monitoring data including CSS early life.
Read our Performance Assurance User Guide
The established REC Committees will continue to operate in line with their Terms of Reference and progress the relevant Change Proposals.
This includes changes raised as part of and in advance of CSS Go Live. We will build on baselined V3.0 drafting to progress change in advance of Go Live and raise any changes which may need highlighting to RECCo, stakeholders and Parties.
Relevant updates will be highlighted in the meeting minutes from the relevant Committee meetings.
Please contact the meeting secretariat for the relevant Committee if you have any questions.
Visit the Committees area of the Portal (log in required)
The Code Manager is taking over responsibility from the recent PCW/Supplier Forum. Working with the Forum Chair, we'll produce an engagement strategy for PCWs and Suppliers from the previous work and produce guidance in preparation for CSS.
Sue Jackson, Head of Consumer Advocacy
Our consumer advocacy team is responsible for this and will be setting up sessions, podcasts and a collaboration space within the Portal. We'll contact members of the previous Forum on how to engage with us moving forwards. If you're a Supplier seeking more information, please contact your OAM.
We will hold additional training and education on EMAR as part of continuous improvement, and as part of the CSS preparations. We will hold Data Specification training in June 2022, and interested stakeholders will be able to register attendance through the events mailbox.
EMAR has been updated with the REC V3.0 current baseline in readiness for CSS. These schedules may need to be re-baselined for any Change Proposals which are implemented in advance of Go-Live and will be republished as part of the Change Proposal release plans.