results - rmds · 2015 customer satisfaction survey results. introduction . this document contains...

2015 Customer Satisfaction Survey Results

RMDS

2015 Customer Satisfaction Survey

Results

2015 Customer Satisfaction Survey of 32


Table of Contents

Introduction .............................................................................................................. 4 About You ................................................................................................................. 5

Q1 What Jurisdictional Markets do you operate in?................................................ 5 Q2 What type of Supplier are you? ......................................................................... 5

RMDS Services ......................................................................................................... 6 Q3 Please rate the service you get from the following:- .......................................... 6 Q4 How would you rate the quality of information and advice given by the RMDS team? ...................................................................................................................... 6 Q5 How satisfied are you with the Secretariat Function provided by RMDS in terms of:- ................................................................................................................ 7 Q6 Please give us your rating for the following items related to the IGG Forum: ... 7 Q7 How would you rate the RMDS Service in terms of keeping you informed of changes, issues and announcements? ................................................................... 8 Q8 How would you rate your dealings with the RMDS team generally? ................. 8 Q9 If you do not attend the IGG Forum Meetings or Dial in to the IGG Conference Call we'd like to understand why. Is it because... .................................................... 9 Q10 Documents for discussion are updated and uploaded to the RMDS website 1 week in advance of the Forum meeting. Is this sufficient time to review items in order to be in a position to add value and make decisions on the subject at that Forum meeting?...................................................................................................... 9 Q11 If No, please detail below how much time you feel is appropriate to make your contribution and views more valuable thus speeding up the decision making process. ................................................................................................................ 10 Q12 Following feedback from the survey for 2013, MPs were in favour of changing the sequence of Forum Meetings. This change became effective in 2015. Are the new timings an improvement? .............................................................................. 10 Q13 NEW RMDS Annual Statistics. ...................................................................... 11 Q14 We introduced a new process around Market Outages. This involved the standardisation of the Outage Notifications and a separate Outage Page (under the Calendar Tab) that lists future and historic Market Outages on the RMDS website. Please tell us what you think of it. ........................................................... 11 Q15 GENERAL. Have you any other comments you would like to advise us about in relation to the services provided by RMDS? ..................................................... 12

Market Assurance .................................................................................................. 13 Q16 How would you rate our Assurance Service Provider's (Gemserv) Co-ORDINATION of Market Assurance Processes/Activities in relation to: ............... 13 Q18 In general, how satisfied are you with the current Assurance Body contracted by RMDS (Gemserv) to undertake Assurance activities on its behalf? ................. 14 Q19 How would you rate RMDS in the Co-ORDINATION of Market Assurance Processes/Activities? ............................................................................................ 15 Q20 How would you rate RMDS in the COMMUNICATION of Market Assurance Processes/Activities? ............................................................................................ 15 Q21 Have you undergone a Re-qualification involving Assurance in the survey period 01/01/2014 to 31/12/2014? ........................................................................ 16 RMDS Note - Question stated 2014 but should have stated 2015 and we are assuming MP's answered with respect to 2015. ................................................... 16



Q22 Please rate the following activities undertaken by GEMSERV during your re-qualification. .......................................................................................................... 16 Q23 Please rate the following activities undertaken by RMDS during your re-qualification. .......................................................................................................... 17 Q24 Have you any other comments in relation to how the RMDS performs in relation to Market Assurance? .............................................................................. 17

Market Design ......................................................................................................... 18 Q25 Please answer the following questions in relation to Market Design. ............ 18 Q26 During 2015 RMDS started a process to re-contextualise historic, previously approved MCRs. This started with MCRs 0069, 0073 & 0175. We'd like your feedback on this.................................................................................................... 19 Q27 How would you rate RMDS's role and expertise in the following Market Design Initiatives?................................................................................................. 20 Q28 How would you rate RMDS's role and expertise during the following MMR Releases? ............................................................................................................. 20 Q29 How would you rate RMDS's role and expertise during the recent Prioritisation Exercises for Schema Release 2016 and the Non-Schema Release 2016? .................................................................................................................... 21 Q30 Minor Market Release 10.5 saw the completion of the conversion from ARIS to Document Format. Please answer the questions below in relation to this. ....... 21 Q31 Have you a clearer understanding of what documentation comprises the "Market Design”? .................................................................................................. 22

RMDS Website ........................................................................................................ 23 Q32 How often do you use the RMDS Website www.rmdservice.com? ............... 23 Q33 How would you rate the RMDS Website content? ........................................ 23 Q34 The RMDS website contains a vast amount of information. How easy do you find it to navigate to the exact documents and content you were searching for? .. 24 Q35 How would you rate the speed at which the RMDS website is updated to reflect changes in and to the Market Design and other Information? .................... 25 Q36 Please rate the following sections of the RMDS Website:- ........................... 25 Q37 NEW RMDS Private Website. Please rate the RMDS private website based on the following questions:- 1 is Best, 5 is Worst. ................................................ 26 Q38 Please rate the RMDS Outage Page and Process based on the following questions. 1 is Best, 5 is Worst. ............................................................................ 28 Q39 How do you rate the following ESB Networks Services? .............................. 28 Q40 Do you use the Eligible Customer File on the Extranet? ............................... 29 Q41 In relation to the Secure File Transfer System do you use the following:- .... 30

General Feedback .................................................................................................. 31 Q42 Do you have any other comments, suggestions or feedback you would like to pass on to the RMDS Team? ............................................................................... 31



Introduction

This document contains the results of the 2015 RMDS survey. The survey was conducted during the period 22/01/2016 to 19/02/2016. In common with recent surveys this survey was carried out using the online survey tool www.surveymonkey.com. In all 40 eligible market participants were surveyed and there were 14 responses – 13 complete and 1 partially complete. The graph below shows the response timings for the survey.

Please Note. In the report where respondents submitted feedback/comments they are placed below the relevant question/graph in italic text. Only scores (e.g. Very Good, Good. Dislike, Like etc.) submitted by respondents are reflected in the graphs throughout the report.


http://www.surveymonkey.com/


About You Question 1

Q1 What Jurisdictional Markets do you operate in?

Question 2 Q2 What type of Supplier are you?



RMDS Services

Question 3 Q3 Please rate the service you get from the following:-

Question 4 Q4 How would you rate the quality of information and advice given by the RMDS team?



Question 5 Q5 How satisfied are you with the Secretariat Function provided by RMDS in terms of:-

Question 6 Q6 Please give us your rating for the following items related to the IGG Forum:

• Dont Use This Service • The time to resolve or progress some items raised takes too long. The over all time to go from

DR to CR to go live can take too long to complete • some agenda items are sent late and don't allow time for proper review



• As a new entrant to the IGG, we are finding our feet but the information and contacts made are very helpful.

• We tend to review the IGG through the minutes of meetings. Am happy with this.

Question 7 Q7 How would you rate the RMDS Service in terms of keeping you informed of changes, issues

and announcements?

Question 8 Q8 How would you rate your dealings with the RMDS team generally?



Question 9 Q9 If you do not attend the IGG Forum Meetings or Dial in to the IGG Conference Call we'd like

to understand why. Is it because...

(Results based on 8 respondents).

• As A small supplier I feel it is not relevant to us • Internal scheduling issues. • We are generally happy to work with the consensus. If we see an issue of particular interest we

will engae more fully.

Question 10 Q10 Documents for discussion are updated and uploaded to the RMDS website 1 week in

advance of the Forum meeting. Is this sufficient time to review items in order to be in a position to add value and make decisions on the subject at that Forum meeting?



Question 11 Q11 If No, please detail below how much time you feel is appropriate to make your contribution

and views more valuable thus speeding up the decision making process.

• Not of interest • standard documents such as agenda , minutes etc are sent 1 week in advance . However , as

above , not all documents are sent 1 week ahead preventing proper assessment in advance of the forum. (e.g. dr request etc)

Question 12 Q12 Following feedback from the survey for 2013, MPs were in favour of changing the sequence

of Forum Meetings. This change became effective in 2015. Are the new timings an improvement?



Question 13

Q13 NEW RMDS Annual Statistics.

• we're not sure what this refers to ?

Question 14 Q14 We introduced a new process around Market Outages. This involved the standardisation of the Outage Notifications and a separate Outage Page (under the Calendar Tab) that lists future

and historic Market Outages on the RMDS website. Please tell us what you think of it.

• It would be beneficial for more indepth outage and reasons for outages to be published. This would help prevent issues that could occur with other suppliers.

• Notifications are one thing but I'd prefer if there were less outages



Question 15 Q15 GENERAL. Have you any other comments you would like to advise us about in relation to

the services provided by RMDS?

• Perhaps we could have a presentation on what services are available to small suppliers from RMDS as It is not always clear on where to go with issues. I find the staff extremely helpful once contacted.

• No • Very happy with the services prvided • As a new entrant we have found that the guidance provided at the start and on-going has been

extremely helpful to us.



Market Assurance

Question 16 Q16 How would you rate our Assurance Service Provider's (Gemserv) Co-ORDINATION of

Market Assurance Processes/Activities in relation to:

Question 17

Q17 How would you rate our Assurance Service Provider's (Gemserv) COMMUNICATION of Market Assurance Processes/Activities in relation to:



Question 18 Q18 In general, how satisfied are you with the current Assurance Body contracted by RMDS

(Gemserv) to undertake Assurance activities on its behalf?

• It would be better if resources were available to allow other assurance activities take place even during schema changes. If there are set backs in the market such as TUP delays, assurance activities grind to a halt for a considerable length of time. This in itself is a barrier to entry or expansion.

• It is very heavy on administration. If it could be streamlined it would help.



Question 19 Q19 How would you rate RMDS in the Co-ORDINATION of Market Assurance

Processes/Activities?

Question 20

Q20 How would you rate RMDS in the COMMUNICATION of Market Assurance Processes/Activities?



Question 21 Q21 Have you undergone a Re-qualification involving Assurance in the survey period 01/01/2014

to 31/12/2014?

RMDS Note - Question stated 2014 but should have stated 2015 and we are assuming MP's answered with respect to 2015.

Question 22 Q22 Please rate the following activities undertaken by GEMSERV during your re-qualification.



Question 23 Q23 Please rate the following activities undertaken by RMDS during your re-qualification.

Question 24

Q24 Have you any other comments in relation to how the RMDS performs in relation to Market Assurance?

No Responses Applicable



Market Design

Question 25 Q25 Please answer the following questions in relation to Market Design.



Question 26 Q26 During 2015 RMDS started a process to re-contextualise historic, previously approved

MCRs. This started with MCRs 0069, 0073 & 0175. We'd like your feedback on this.

Adjusted below shows results when No Opinion excluded



Question 27 Q27 How would you rate RMDS's role and expertise in the following Market Design Initiatives?

Question 28 Q28 How would you rate RMDS's role and expertise during the following MMR Releases?



Question 29 Q29 How would you rate RMDS's role and expertise during the recent Prioritisation Exercises

for Schema Release 2016 and the Non-Schema Release 2016?

• The need to prioritise is exasperated by the back log of changes in the pipe line. If there was less of a backlog then the need to decide what's to be done would be simpler

• Occasionally time ran out to fully represent the presentation of the results but this was mainly down to the amount of topics needed to be covered at the meetings.

Question 30 Q30 Minor Market Release 10.5 saw the completion of the conversion from ARIS to Document

Format. Please answer the questions below in relation to this.



Question 31 Q31 Have you a clearer understanding of what documentation comprises the "Market Design”?

• I have problems accessing this



RMDS Website

Question 32 Q32 How often do you use the RMDS Website www.rmdservice.com?

Question 33 Q33 How would you rate the RMDS Website content?


http://www.rmdservice.com/


Question 34 Q34 The RMDS website contains a vast amount of information. How easy do you find it to

navigate to the exact documents and content you were searching for?

• Some times hard to search and find certain DR or CR when only remember context or key words



Question 35 Q35 How would you rate the speed at which the RMDS website is updated to reflect changes in

and to the Market Design and other Information?

Question 36 Q36 Please rate the following sections of the RMDS Website:-



Question 37 Q37 NEW RMDS Private Website. Please rate the RMDS private website based on the following

questions:- 1 is Best, 5 is Worst.



Question 37 - Continued

Adjusted to refelect the views of those who actually use the RMDS Private Website.

• I don't understand what is meant by RMDS private Website? • Not used it yet • the private site should only be used on a discretionary basis and be subject to

challenge in relation to any item proposed for storage on the site. • Unfortunately i haven't accessed this new site. • Don't use it much.



Question 38 Q38 Please rate the RMDS Outage Page and Process based on the following questions. 1 is

Best, 5 is Worst.

• I don't use this ?

Question 39 Q39 How do you rate the following ESB Networks Services?



Question 40 Q40 Do you use the Eligible Customer File on the Extranet?

• We use the files downloaded from the secure file transfer service



Question 41 Q41 In relation to the Secure File Transfer System do you use the following:-

• Is this the Extranet you refer to ? if so I am not familiar with the Febt flagging and Prepayment file

• Need to have the RM number or meter multiplier added asap



General Feedback

Question 42

Q42 Do you have any other comments, suggestions or feedback you would like to pass on to the RMDS Team?

• No comments other than change takes to long to go through the process, but that is not in the direct control of RMDS. ESBN turnaround time is the limiting factor



.

March 2016 2015 Customer Satisfaction Survey of 32