business process design team level 1 process diagram

Business Process Design TeamLevel 1 Process Diagram

SUBJECT: Customer Switching Scenario 1

Title Dual fuel domestic customer with SMETS2 credit meter

TOM Ref

Author Daniel Simons

Version 1.3

Agreement Date 16/02/2016

Approver Jenny Boothe

15/04/2016 1

Level 1 – Customer Switching – Scenario 1Brief Description Customer successfully switches from Supplier A to Supplier B

Key Scenarios• Scenario 1 is a dual fuel domestic customer with SMETS2 credit meter. Transfer proceeds smoothly with the following scenario assumptions:

• Customer signs up directly with their chosen supplier rather than through a Third Party Intermediary (TPI)• Objection status has been pre‐loaded• No objection made• Customer does not invoke their right to cancel within the cooling‐off period• Opening and closing meter readings are obtained from the meter• No export metering• No auxiliary load control• Switch is dual fuel to dual fuel• No change of tenancy • No related MPANs• No change of meter point administration detail• No change in Data Aggregator• Supplier will select agents to appoint based on their individual contractual arrangements – i.e. the agents may or may not change

Actors• Customer• Supplier A – Losing Supplier• Supplier B – Gaining Supplier• Registration Agent• Supplier Agents (MOP, MAM, DC, DA, Shipper)• Network Operators (gas and electricity)• Data Communications Company (DCC)

PreconditionsCustomer has elected to switch supplier and has selected a potential switch date, payment method and tariff with their chosen supplier

15/04/2016 2

Post Conditions• Customer

• Enters into new contract with Gaining Supplier• Smart meter tariff etc updated and visible on meter• Closing statement (which may include a bill) received from Supplier A• Opening statement (which may include a bill) received from Supplier B

• Gaining Supplier• Data Communications to smart meter active• Opening read captured• Supplier agents and shipper (gas) selected• Internal systems updated• Shipper updated• Accurate opening statement issued (which may include a bill)

• Losing Supplier• Accurate final statement issued (which may include a bill)

• Supplier Agents• Supplier Agents selected• Internal systems updated with meter technical details and invoicing details

• Network Operator• Notification of switch received (supplier / shipper)• Opening read recorded and processed (gas only)

• Registration Agent• CRS data updated

• Data Communications Company (DCC)• Access control records updated

15/04/2016 3

Level 1 – Customer Switching – Scenario 1

Level 1 Customer Switching

1.3 Register switch

1.6 Process cooling off request (not applicable)

1.5 Complete post switch admin (billing, agents

etc)

Notes for 1.1: Notes for 1.3 : Notes for 1.4 :

Notes for 1.6:• Not included as part of this

scenario

1.2 Complete Supplier checks and request

switch

Notes for 1.2 :• Different suppliers are likely

to undertake different validation activities prior to submitting a registration request

15/04/2016 4

1.4 Execute switch

Notes for 1.5 :


1.1 Complete pre‐contract activities

Business Process Design TeamLevel 2 Process Diagram

15/04/2016 5

SUBJECT: Customer Switching Scenario 1

Title: Dual fuel domestic customer with SMETS2 credit meter

TOM Ref:

Author Daniel Simons

Version 1.3

Agreement Date 16/02/2016

Approver Jenny Boothe

Level 2 – Customer Switching – Scenario 1Title: 1.1 Complete pre contract activities

Brief Description:Customer successfully agrees contractual terms to switch from Supplier A to Supplier B

Key Scenarios• Scenario 1 is a dual fuel domestic customer with SMETS2 credit meter. Transfer proceeds smoothly i.e there is no objection, rejection and the

customer does not invoke cooling‐off

Actors• Customer• Supplier B – Gaining Supplier

Preconditions• Customer has decided to obtain a quote to switch directly through a supplier


• Contractual terms agreed to switch supplier

15/04/2016 6

Customer Switching

1.3 Register switch

1.5 Complete post switch admin (billing, agents,

etc)


switch

1.1 Complete pre contract activities

1.1.1 Request energy quote and provide necessary data

1.1.3. Agree contractual terms and provide necessary data

1.1.2. Provide quote and offer contractual terms

Complete pre contract activities

L1

L2

15/04/2016 7

1.4 Execute switch



Notes :• A dashed line indicates actions that are optional but that

individual actors may undertake as part of their internal processes. These steps have been included to provide context to activities prescribed by the switching arrangements.

Title: 1.2 Complete Supplier checks and request switch

Brief Description:• Supplier B carries out any validation of customer contract data and sends the registration request



Actors• Customer• Supplier B – Gaining Supplier• Registration Agent

Preconditions• Customer has entered a contract with Supplier B

Post Conditions• Gaining Supplier

• Any internal validation or credit check process successfully completed• All required information gained from customer or elsewhere• Shipper in place• Supplier agents selected• Registration request submitted

15/04/2016 8


1.3 Register switch



etc)



switch

1.2.3. Carry out Triangulation / validate

meter

1.2.2 Carry out credit check

1.2.4. Notify customer of any additional action

required and/or acquire any additional data

1.2.5. Select supplier agents

L1

L2 Complete Supplier checks and request switch

15/04/2016 9

1.4 Execute switch


1.2.1 Complete validation of customer

data

1.2.6. Submit registration request with preferred

switch date



Title: 1.3 Register switch

Brief Description:• Registration Agent validates and accepts the switching request as pending and notifies relevant parties of the switch date and the supplier agents

selected by the Gaining SupplierKey Scenarios• Scenario 1 is a dual fuel domestic customer with SMETS2 credit meter. Transfer proceeds smoothly i.e there is no objection, rejection and the

customer does not invoke cooling‐offActors• Supplier A – Losing Supplier• Supplier B – Gaining Supplier• Registration Agent• Supplier Agents (Shipper)• Network OperatorPreconditions• Customer has entered a contract with Supplier B who has sent a switching request to the Registration Agent• Supplier agents have been validated by the Registration AgentPost Conditions• Customer

• Notification of switch and switch date received• Leaving communication received from Losing Supplier

• Gaining Supplier• Notification of confirmed switch and switch date have been received and records have been updated

• Losing Supplier• Notification of confirmed switch and switch date have been received and records have been updated• Leaving communication sent to Customer

• Registration Agent• Confirmed Gaining Supplier and switch date updated in supply point register and notified to parties• Validated the Supplier Agent’s identity and updated its records

• Gaining Shipper• Notification of confirmed switch and switch date have been received and records have been updated

• Losing Shipper• Notification of confirmed switch and switch date have been received and records have been updated

• Network Operator• Notification of confirmed switch and switch date received• Invoicing details updated (supplier / shipper)

• Supplier Agents • Supplier Agents selected by the Gaining Supplier

15/04/2016 10



1.4 Execute switch1.2 Complete Supplier checks and request

switch


1.3.1. Validate Registration Request

1.3.2. Check Objection status / register

1.3.3. Update records and notify confirmed switch details and

switch date

1.3 Register switch

L1

L2

15/04/2016 11

Register switch


etc)


1.3.4. Notify customer of successful registration and

switch date



Title: 1.4 Execute switch

Brief Description:• Gaining and Losing Supplier execute switching activity once notification of an accepted switch is received from Registration Agent



Actors• Customer• Supplier A – Losing Supplier• Supplier B – Gaining Supplier• Data Communications Company (DCC)• Network Operators (gas and elec)• Registration Agent

Preconditions• Registration request has been validated and accepted with no objection by the Losing Supplier and notification of a confirmed registration has

been sent to relevant parties by the Registration Agent• Supplier agents selected by the Gaining Supplier


• New supplier and tariff, etc. are displayed on the smart meter • Gaining Supplier

• Data communications to smart meter active• Change of Supplier Meter Reading obtained

• Losing Supplier• Relationship ended with smart meter• Change of Supplier Meter Reading obtained

• DCC• Access control records updated

• Registration Agent• Registration gate closure i.e. the final point at which a registration request may be withdrawn, has passed• New registration updated from confirmed to active

15/04/2016 12




switch

1.1 Complete pre contract activities 1.3 Register switch

1.4.1. Registration gate closure

L1

L2

15/04/2016 13

1.4.2. Close out relationship with meter

Execute switch


etc.)

1.4 Execute switch

1.4.4. Update security credentials 1.4.5 Configure smart meters


1.4.3. Update registration from confirmed to active

1.4.6. Obtain CoS meter reading

Title: 1.5 Complete post switch admin (billing, agents, etc)

Brief Description:• Parties complete post switch admin to facilitate billing the customer and completion of the switch from Supplier A to Supplier B



Actors• Customer• Supplier A – Losing Supplier• Supplier B – Gaining Supplier• Registration Agent• Supplier Agents (MOP, MAM, MAP, DC, DA) • Data Communications Company (DCC)• Network Operators (gas and elec)

Preconditions• Switch date has passed and Gaining Supplier has configured meter


• Closing and opening statements received (which may include a bill)• Gaining Supplier

• Supplier agents selected• Internal systems updated• Accurate opening statement sent

• Losing Supplier• Accurate final statement issued • Agents selected

• Supplier Agents (MOP, MAM, DC, DA)• Internal systems updated with MTD, consumption data invoicing details and opening meter read captured (electricity only)

• Network Operator• Opening read recorded and processed (gas only)

15/04/2016 14




switch

1.1 Complete pre contract activities 1.3 Register switch

1.5.4 Final and opening statements sent and received

L1

L2

15/04/2016 15

Complete post switch admin (billing, agents, etc)


etc.)

1.5.2. Collect any additional information required to manage

customer account

1.5.3 Validate CoSmeter reading

1.4 Execute switch


Notes :• A dashed line indicates actions that are optional but that individual actors may

undertake as part of their internal processes. These steps have been included to provide context to activities prescribed by the switching arrangements.

Business Process Design Team Customer Switching –

Process Mapping Conventions SUBJECT: Level 3 Process Mapping Conventions

TOM Ref:

Author Kevin Mettam

Version 0.3

Agreement Date

Approver

04/02/2016 1

Brief Description This document sets out the conventions adopted within the Business Process Design Level 3 Process Maps. The actions shown in the TPI, Supplier (old and new) and customer swim lanes are deliberately generic. We recognise that individual actors will wish to design their internal processes to meet their specific business requirements. The generic processes are included to provide context to activities that will be prescribed by the switching arrangements. Symbol Legend • Colour – The colour of a Rectangle or Diamond can indicate the fuel type that has an association to the action or decision

• Circle – Indicates where to begin and a finishing point of the process

• Rectangle – Indicates a process, task, action, or operation. Text in the rectangle should include a verb

04/02/2016 2

Reference

Action

Customer Switching – Process Mapping Conventions

Gas and elec

Gas only

Elec only

Finish

Begin

Symbol Legend • Rectangle (shadow) – Indicates a process that requires more than one actor from the same actor type. For example both old and new Data Collector

• Diamond – Indicates a decision or choice that is required

• Connector – Indicates the direction that the process flows. If the connector originates from a Diamond (decision), it will include text to indicate the different ‘Yes’ or ‘No’ option

• Connect Shape – Used in conjunction with connections, indicates a continuation of a process from/to another page or if necessary the same page

• Clock – Indicates a time constraint relevant to a process

04/02/2016 3


Decision

Direction

Origin

Question

Destination

Swim Lane Legend (order of appearance is relative to ALL Level 3 diagrams) • TPI

• Third Party Intermediaries include switching websites, energy brokers and energy efficiency advice providers who interact with energy customers

• Old Supplier

• The supplier that is losing the right to supply gas and/or electricity at a supply point

• Customer

• The person(s) contracting with a supplier in relation to the supply of gas and/or electricity at a supply point

• New Supplier

• The supplier that is taking over the supply of gas and/or electricity at a supply point

04/02/2016 4


Swim Lane Legend • Registration Service

• CRS – Centralised Registration Service is a future service to be procured and run by the DCC to facilitate switching at gas and electricity premises, designed to be used by authorised users and will also support the provision of on-line data enquiry services to defined market participants in relation to the switching process

• Supplier Agents (the actions that appear in this swim lane do not refer to ALL supplier agents – please refer to the specific description)

• MOP – Meter Operator is responsible for installing and maintaining electricity meters • MAM – Meter Asset Manager is responsible for installing and maintaining gas meters • MAP – Meter Asset Provider owns and leases metering equipment to suppliers and consumers • DC - Data Collector is appointed by suppliers to retrieve and validate metering data and forward it to the Data Aggregator • DA – Data Aggregator is involved in the electricity settlement process, appointed by a supplier to package up consumption data • Shipper - Gas Shipper arranges for gas to be delivered across a Gas Transporters network on behalf of its contracted Gas Supplier

• DCC

• Manages the data and communications network to connect smart meters to the business systems of energy suppliers, network operators and other authorised service users of the network

• Network Operator

• DNO - Distribution Network Operators own and operate the distribution network that brings electricity from the national transmission network to customers

• iDNO – Independent Distribution Network Operators own and operate local electricity networks that deliver electricity to consumers GT – Gas Transporters own and operate the distribution network that brings gas from the national transmission network to customers

• iGT – Independent Gas Transporters own and operate local gas networks that deliver gas to consumers

04/02/2016 5


Customer Switching ‐ 1.1 Complete pre contract activities – Scenario 1 Page 1 of 21Cu

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1.1.1,1.1.2,1.1.3 Complete pre contract activities

To1.2

1.1.1.1Request energy

quote and provide

necessary data

1.1.1.2Provide quote

and offer contractual

terms

Agree with terms?

1.1.1.4Send notification of resolution

steps

1.1.1.3Agree

contractual terms and provide

necessary data

End

YesRe‐submit?

End

1.1.1.5Receive

notification of resolution steps

NoNo

Yes

Necessary data provided?

No

Yes

Start

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1.2.1.1Complete

validation of customer data

1.2.1.2Add to customer notification of outstanding data/actions

MPXN or address provided?

Switch date feasible?Yes

To1.2.2

Other information

valid?Yes

No No

Yes

From 1.1.1


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1.2.2 Carry out credit check

1.2.2.1Carry out credit

check

To 1.2.3

Meet credit criteria?

No

1.2.2.2Prepare credit

report

Yes

1.2.2.3Add to customer notification of outstanding data/actions

From 1.2.1


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er1.2.3 Carry out Triangulation / validate meter

Premises served address?

MPXN? Meter serial number?Yes Yes

To1.2.4

Confirm customer via CIN test?

Yes Yes

1.2.3.3Add to customer notification of outstanding data/actionsNoNoNo

1.2.3.1 Check enquiry

service

1.2.3.2Provide required triangulation

data

From1.2.2


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er1.2.4 Notify customer of any additional action required and/or acquire any additional data

1.2.4.1Check and if

necessary notify customer of any additional action required/acquire additional data

End

1.2.4.3Receive

notification of resolution steps

Resolve?

To1.2.5

1.2.4.2 Notify

outstanding data and actions

No

Outstanding actions/data? No

Yes

To1.2.1 Yes

From 1.2.3


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1.2.5 Select critical path supplier agents and 1.2.6 Submit registration request with preferred switch date

1.2.5.1Select Gas Shipper

To1.3

1.2.6.1Submit

registration request with

preferred switch date

1.2.5.2 Notify

acceptance to Gaining Supplier (Gas Shipper)

From 1.2.4

Customer Switching ‐ 1.3 Register Switch – Scenario 1 Page 7 of 21

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1.3.1 Validate Registration Request

Yes

No

1.3.1.2Reject

registration application and notify reasons

1.3.1.3Receive notification of rejection and

processes

To 1.3.2

Resolve & re‐submit End

Valid content? Supplier ID valid?

GD Plan in place?

Proposed switch date

valid?

Shipper provided? Yes Yes No Yes

NoNo

No

1.3.1.1Validate

Registration Request

Related MPAN checkYes Pass

GD Supplier?

Yes

No

Yes

To1.2.6

From1.2.6

Fail

End

Compile full list of rejection reasons

All validation steps completed?

Yes

No

No

Customer Switching ‐ 1.3 Register Switch – Scenario 1 Page 8 of 21Cu

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1.3.2 Check objection status / register

1.3.2.4Receive notification of objection and

process

Re‐submit? End

1.3.2.3Decline registration application and notify reason

Objection present?

To1.2.6

Yes

No

Yes

No

1.3.2.1Check objection status/register

Change of tenancy notified?

No

Yes

From1.3.1

To 1.3.3


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1.3.3 Update records and notify confirmed switch details and switch date

1.3.3.3Process and update

records

1.3.3.2Receive confirmation of confirmed switch details

and end date

1.3.3.4Receive confirmation of successful confirmed switch and switch date

1.3.3.6Gas DNO receive confirmation of

confirmed switch details and switch date

End

1.3.3.10Receive confirmation of confirmed switch details and switch date (Gas

Shipper)

1.3.3.1Update records and notify confirmed switch details and

switch date


records

1.3.3.8Electricity DNO receive

confirmation of confirmed switch details

and switch date


recordsEnd

1.3.3.14Receive confirmation of confirmed switch details

and switch date

End

End


records


records

From 1.3.2

To 1.3.4

To 1.3.4

To 1.4.1


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1.3.4 Notify customer of successful registration and switch date

1.3.4.1Notify customer of

successful registration and switch date

1.3.4.2Notification of successful registration and switch

date received

From 1.3.3

From 1.3.3

1.3.4.3Send leaving

communication

1.3.4.4Receive leaving communication

End End

Customer Switching ‐ 1.4 Execute Switch – Scenario 1 Page 11 of 21Cu

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1.4.1 Registration gate closure

1.4.1.1Registration gate closure

To 1.4.3

To 1.4.2

From 1.3.3


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1.4.2 Close out relationship with meter

1.4.2.1Obtain meter reading history & any other desired information

From 1.4.1

To 1.4.6


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1.4.3 Update registration from confirmed to active

1.4.3.2Add Gaining Supplier

details and effective from date

1.4.3.1Update registration from

confirmed to active

To1.4.4

From 1.4.1


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I1.4.4 Update security credentials

1.4.4.1Inform DCC of successful CoS and provide relevant

information

1.4.4.2Receive notification of successful CoS and relevant information

1.4.4.9Security credentials

updated

To 1.4.5

1.4.4.3Check supplier is

registered

1.4.4.10Notify suppliers of security credentials

update

1.4.4.11Notification received

1.4.4.12Notification received

1.4.4.4Process request

Check Gaining Supplier registered

matches

1.4.4.5Respond to DCC

Yes

No

1.4.4.6Reject the request to update security

credentials

1.4.4.7Notify Gaining

Supplier

1.4.4.8Gaining Supplier

notified

Resolve?

No

Yes

End

From 1.4.3

End


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1.4.5 Configure smart meters

1.4.5.1Send service requests

with the new configuration details to

the smart meter

1.4.5.2Process service

requests

To 1.4.6

1.4.5.3New supplier and tariff, etc. displayed on the

smart meters

From 1.4.4


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1.4.6 Obtain CoS meter reading

1.4.6.1Obtain CoS meter

readings

1.4.6.2Validate Cos meter readings in internal

systems

To1.5.1

From 1.4.5

1.4.6.3Obtain meter

readings

From 1.4.2

1.4.6.4Send meter readings

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1.5.1 Appoint / De‐Appoint Agents and receive confirmation

1.5.1.6Notify agent identities

To 1.5.2

1.5.1.9 Send agent appointment notifications

1.5.1.10 Receive and validate

appointment notification

1.5.1.11 Accept

appointment and update systems

1.5.1.1 Send agent de‐appointment notification

1.5.1.12Send

appointment acceptance notification

1.5.1.3Accept de‐

appointment and update systems

1.5.1.2Receive and validate de‐appointment notification

1.5.1.4 Send de‐

appointment acceptance notifcation

Accept? Yes

No1.5.1.13 Reject

appointment

1.5.1.14 Send

appointment rejection

notification

All agents accepted?

1.5.1.7DC, MAM and MOP identity accepted and

systems updated

Accept? Yes1.5.1.8

Agent details invalid

1.5.1.5Update systems

Yes

From 1.4.6

From 1.4.6

To 1.5.1 No

To 1.5.1

No


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1.5.3 Validate COS meter reading (gas)

1.5.3.1Send CoS meter

reading

1.5.3.2Validate CoS meter reading against relevant

criteria


reading

1.5.3.13CoS meter

reading received

1.5.3.4CoS meter

reading received

1.5.3.6Send notification of rejected CoS read to Gaining

Supplier

1.5.3.7Notification of

rejection received

1.5.3.9Send estimated

CoS meter reading

1.5.3.11Determine CoS meter reading for billing

1.5.3.8Generate

estimated CoS meter reading

CoS meter reading accepted?

No

Yes

End

1.5.3.12Estimated CoS meter reading

received


received

Resolve and resend? No

To1.5.4

To 1.5.4

From 1.5.2

To 1.5.3.1

Yes

1.5.3.14Determine CoS

meter reading for billing


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1.5.3 Validate COS meter reading (electricity)


reading

1.5.3.4DCs validate CoS meter readings against relevant

criteria


reading

1.5.3.2CoS meter

reading received

1.5.3.6CoS meter

reading received

1.5.3.8Send notification of rejected CoS read to Gaining

Supplier

1.5.3.9Notification of

rejection received

1.5.3.11Send estimated

CoS meter reading



1.5.3.10Generate

estimated CoS meter reading

CoS meter reading accepted?

No

Yes

End


received


received

Resolve and resend? No

To1.5.4

To 1.5.4

From 1.5.2

To 1.5.3

Yes




reading

1.5.3.7CoS meter

reading received


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Custom

er1.5.2 Collect any additional information required to manage customer account

1.5.1.1 Collect any

additional info to manage cust. accounts

1.5.2.3Request / Access

additional information

Additional information required?

To1.5.3No

1.5.2.2 Assess additional information

required e.g. meter, old supplier and

customer details?

1.5.2.5 Provide required

information

1.5.2.4Provide required

information

Yes

From 1.5.1

Customer Switching ‐ 1.5 Complete post switch admin – Scenario 1 Page 21 of 21 Losin

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1.5.4 Final and opening statement sent and received

1.5.4.1 Send opening statement/bill

1.5.4.2Opening

statement/bill received

End

1.5.4.3 Send final

statement/bill

1.5.4.4Final statement/bill received

End

From 1.5.3

From 1.5.3

business process design team level 1 process diagram

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