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energywatch Closedown and Cutover Plans newNCC Complaint Handling Model newNCC Information Requirements newNCC Interface with Advice Agencies

Customer Journey Workshop – 3 rd June

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Customer Journey Workshop – 3 rd June. energywatch Closedown and Cutover Plans newNCC Complaint Handling Model newNCC Information Requirements newNCC Interface with Advice Agencies. Closedown & Cutover Plans. Objectives Seamless transition for consumers to new arrangements - PowerPoint PPT Presentation

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Page 1: Customer Journey Workshop – 3 rd  June

energywatch Closedown and Cutover Plans

newNCC Complaint Handling Model

newNCC Information Requirements

newNCC Interface with Advice Agencies

Page 2: Customer Journey Workshop – 3 rd  June

Objectives

Seamless transition for consumers to new arrangements Support go live of new arrangements from 1st

October All consumers continue to received the help they need Compliance with statutory obligations Minimise work carried forward to newNCC

Page 3: Customer Journey Workshop – 3 rd  June

Jan-Mar 2005

Jan-Mar 2006

Jan-Mar 2007

Jan-Mar 2008

Investigated Complaints

17,840 (36%)

15,442 (18%)

15,439 (16%)

5,512 (9%)

Empowered Complaints

- - 10,984 (11%)

18,953 (32%)

Total Complaints

17,840 (36%)

15,442 (20%)

26,423 (27%)

24,465 (41%)

Enquiries 31,796 (64%)

72,546 (82%)

71,796 (73%)

34,873 (59%)

Total Cases

49,636 87,988 98,219 59,338

Page 4: Customer Journey Workshop – 3 rd  June

Agree Cutover Plan with stakeholders Preparation for Cutover (June/July)Set up Shadow Extra Help Unit and Interim Team in energywatch Implement Cutover Plan on 4th August (new cases to call centre)Call centre resolves cases using agreed transition arrangements:

◦Providing Advice and Information◦Empowerment referral to supplier◦Signpost to redress or other agency◦Referral to Shadow Extra Help Unit (vulnerable only)◦Referral to Shadow Interim Team ◦Transfer to other energywatch offices (existing cases only)

Closing energywatch offices focus on clearing live case load

Page 5: Customer Journey Workshop – 3 rd  June

JunePreparation of Call Centre Transition Training Plan

◦New Call Types◦New contact channels◦New complaint handling model◦Complex enquiries

JulyCall Centre Ramp Up Training Delivery for Transition Plan Consumer Direct Training commences (end July)

AugustAll new calls directed to call centre (complete by 11th August) Web, email & letters to call centre (complete by 18th August)Call centre handles new cases using transitional arrangements

Page 6: Customer Journey Workshop – 3 rd  June

w/c 22nd SeptemberClosure of web and email contact channelsRedirect post from closing offices to Interim Team (25th)Residual live cases transferred to Interim Team (25th)Removal of IT equipment from 4 closing office (26th)Switch over Call Centre to CD call handling system (27th)Implement CD to newNCC referral process (29th)Telephone switchover to CD and new NCC (30th)Closure of energywatch web site (30th)energywatch closed (30th)

From 1st OctoberAll telephone contacts to Consumer Direct (Energy & Post)Consumer Direct and newNCC websites livenewNCC Extra Help Unit and Interim Teams operational

Page 7: Customer Journey Workshop – 3 rd  June

Essential to ensure operational readiness for 1st October

◦Key area of reputational risk (avoid Terminal 5 scenario)◦Retain some extra capacity and contingency for transitional period◦Minimise changes required to systems/processes during transition

Extra Help Unit◦Largely resourced from energywatch Glasgow staff◦Majority of workload will be energy cases◦Use energywatch service mail system◦Adapt energywatch complaint handling processes◦Research on needs and service preferences of vulnerable consumers

Agreed Vulnerable definition Establish protocols to support referral pathways Agree Complaint Handling Model with Industry

Page 8: Customer Journey Workshop – 3 rd  June

Referrals of Vulnerable energy cases from Consumer Direct, Ofgem and Redress SchemeReferrals of Disconnection cases from Consumer Direct, Ofgem and Advice AgenciesReferrals of Vulnerable postal cases from Consumer Direct, Postcomm and Redress SchemeReferrals from MPsProvision of support and information to Advice Agencies

Page 9: Customer Journey Workshop – 3 rd  June

Clear residual live energy cases Handle follow up contacts on cases closed in previous quarter Support Extra Help Unit on vulnerable cases (until EHU is fully staffed)

Receive, sort/scan letters (until redirected to Consumer Direct) Forward new non vulnerable cases to Consumer Direct Forward vulnerable cases to Extra Help Unit Provide back up advice to Consumer Direct on complex enquiries Support Call Centre on any non vulnerable cases which cannot be resolved by empowerment and are out of scope for Redress Scheme Handle any High Level/MP cases (until migrated to Extra Help Unit)

Page 10: Customer Journey Workshop – 3 rd  June

Case typesPriority Cases (s13 Duties): Disconnection & PPM Off SupplyVulnerable Cases (s12 Powers - Vulnerable Guidelines)

◦Investigated Complaints◦Empowered Complaints◦Enquiries◦Signpost/Referral to Energy Ombudsman

Other cases (mainly MPs)Out of Scope Cases

Page 11: Customer Journey Workshop – 3 rd  June

newNCC

Contacts consumer andprovides update

Definition: Priority cases are disconnections, threatened disconnections or prepayment off supply cases.

Targets: 95% of cases resolved by next working day. Consumer’s supply restored within 3 or 4 hours (per Guaranteed Standards)

newNCC

Contacts consumer to makesure agreed actions undertakenand consumer satisfied.

Closes case or escalates tosupplier if not resolved

Supplier

Arranges appointmentwith metering agent and/or takes appropriateaction. Provides updateto newNCC.

newNCC

•Customer call transferred from Consumer Direct orother agency •Establish facts, advise consumer & update Servicemail

•Telephone supplier, agree actions & request GSS orgoodwill payment (if appropriate)

Complaint Handling – Priority Cases

Page 12: Customer Journey Workshop – 3 rd  June

Complaint Handling – Vulnerable Cases

Stage 1

newNCC

•Receive case fromConsumer Direct or other agency & record inservicemail

•Initial Investigation •Email/telephone supplier

•Acknowledge to consumer In 2 working days

Supplier

Investigate and respondto consumer and newNCC within 10 working days

newNCC

•Receive and review response fromsupplier within 10 working days

•Discuss with consumer& close case or challenge supplier

Case closed

Stage 2 Stage 3

Targets (Investigated Complaints)• 75% of cases resolved in 35 working days• 95% of cases resolved in 66 working days

Page 13: Customer Journey Workshop – 3 rd  June

Empowered Complaints (Mid Call Transfer or Email)

◦Vulnerable consumer referred by Consumer Direct but now able to deal directly with Company

Enquiries (Target: Resolve 95% in 10 working days)

◦Consumer not dealt with supplier but unable to do so◦Information required from previous supplier to resolve a complaint

Signpost or Referral to Energy Ombudsman◦newNCC and consumer unhappy with response from company

Out of Scope◦Consumer signposted to other advice agency because issue is outside newNCC’s remit

Page 14: Customer Journey Workshop – 3 rd  June

Energy Cases

energywatch 2007/8 (actual)

newNCC Transition 6 months (forecast)

NewNCC Steady State 2009/10 (forecast)

Cases handled

295,651 13,500 17,500

Case Handlers– FTE

106 26 13.5

Notes:1. newNCC figures exclude postal cases2. Transition resource includes support for Consumer Direct, handling redirected

correspondence, work on former energywatch cases & contingency provision3. Case forecasts and FTE requirements to be reviewed in July

Page 15: Customer Journey Workshop – 3 rd  June

Chase & Reconciliation Process◦Weekly list to reconcile new cases◦Weekly list to chase cases > 10 days old

Escalation Process◦Responses not received from company◦Consumer Advisor is unable to resolve issues to consumer’s satisfaction◦Consumer escalates case ◦MP complaints or other high level cases

Disputes Process◦Categorisation issues◦Case recorded against wrong company

Page 16: Customer Journey Workshop – 3 rd  June

Adapt/Develop energywatch Company Performance modelEstablish new sources of consumer intelligencePerformance Monitoring & Publishing Performance DataRepresentation on Industry governance bodiesConfidence Code and accreditation of price comparison sitesDevelopment of Company Performance model to another sector

Page 17: Customer Journey Workshop – 3 rd  June

Provision of support to enable advice agencies to deal directly with most vulnerable consumers (without need to refer to newNCC)

Access to consumer intelligence to support Company Performance and Campaigns activity

Direct referral of disconnection/off supply cases

Agree arrangements with Consumer Direct for transfer of other vulnerable cases

Page 18: Customer Journey Workshop – 3 rd  June

Training Materials and Training DeliveryFact Sheets & Consumer LeafletsPrice Comparison LeafletsnewNCC Knowledge Base or ManualAsk a Question facilityAsk the Advisor Telephone Service

Page 19: Customer Journey Workshop – 3 rd  June

newNCC’s Extra Help UnitFeedback of consumer issues (via web portal)Representation on Stakeholder ForumsComplaints Information from Ofgem/CompaniesComplaints Information from Consumer DirectComplaints Information from Redress SchemeWeb sources

Page 20: Customer Journey Workshop – 3 rd  June

newNCC has power to obtain information & duty to publish:

◦Information on complaints received by companies◦Information on compliance with complaint handling standard

newNCC will seek to publish timely, accurate information that:

◦Helps consumers understand performance of companies◦Helps consumers to make an informed choice of supplier◦Includes direct complaints made to suppliers ◦Reflects performance and is consistent between suppliers◦Shows service for key categories (billing, marketing, prepayment)◦Incentivises suppliers to deliver improved performance

newNCC will:◦Review changes required to current energywatch approach◦Discuss plans to publish information with companies◦Take into account feedback from consumers◦Review approaches in other sectors (CCWater, Topcomm etc)

Page 21: Customer Journey Workshop – 3 rd  June

Proposed Information requirements ◦Number of complaints and repeat complaints received◦Number of complaints resolved at first point of contact◦Number of complaints unresolved after 24 hours◦Time taken to resolve complaints (e.g. 0-10, <28, > 28 days)◦Total number of agent handled calls, web/emails and letters◦Number of referrals from Consumer Direct & time taken to resolve◦Number of Ombudsman cases & number of deadlock letters

Areas for further consideration◦Publication content, format, scope and timing◦Frequency of reporting (monthly or quarterly)◦Co-ordinating information requirements with Ofgem◦Interim/transitional arrangements◦Publication of complaints information for network companies◦Additional information requirements in service recovery situations