GMARG Meeting Thursday 21 February 2019 - Gas Networks Ireland
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GMARG Meeting Thursday 21 February 2019
Today’s Agenda
Item Description Time
Number Allotted
INTRODUCTION
1 Introduction/confirmation of attendees 5 mins
2 Review of Previous Minutes and Actions 15 mins
3 GMARG Workplan 2019 - Finalise Workplan 5 mins
MARKET CHANGES
4 Eircodes 5 mins
5 Data Sharing Agreement 10 mins
6 PPM Front Office Arrangements 5 mins
7 Schema Release 2020 - Design Discussion Requests 20 mins
8 GNI review of MPDs 10 mins
UPDATES/DISCUSSIONS
9 Shipper / Supplier Survey 2018: Results & Initiatives for 2019 15 mins
10 Customer Complaints Process & Warm Transfers 5 mins
11 Interaction with GNI Customer Contact center 5 mins
12 Revenue Protection update 5 mins
13 GNI Verbal Updates: 15 mins
Shipper Portal (Sharepoint)
Brexit
14 CRU Verbal Update 5 mins
15 Market Statistics 5 mins
16 Next Meetings/AOB 5 mins
2
2. Review of Previous Minutes & Actions
17th January 2019
Action Status Overview Responsible
Number
G121 Open Data Processing Agreement: GNI to revert with DSA text for Code Mod by GNI
next GMARG
G175 Open GNI to maintain watching brief on Eircodes, co-ordinate future go-live project GNI/All
plan with ESBN, issue portfolios when licencing question resolved, GNI to
contact Capita. All to consider impact of simultaneous versus sequential
implementation, confirm licencing position with Eircode holder
G202 Open Priority Customer Flag: GNI to submit full version of revised MPD2 to CRU for GNI
approval, advise when approved
G203 Open Misdirected Payments: Technical process to be addressed as part of any PPM GNI
enhancement project, Financial arrangements to be discussed at that stage
G206 Open GMARG ToR including revised CR/DDR timelines. CRU to provide update to CRU
GMARG on ToR including revised CR/DDR timelines
3
2. Review of Previous Minutes & Actions
17th January 2019 (continued)
Action Status Overview Responsible
Number
G248 Open PPM Working group ToR: GNI to circulate PPM working group ToR when GNI
approved
G249 Open 2019 GMARG Workplan: Shippers to input to the 2019 GMARG workplan by the Shippers
next GMARG
G253 Propose PPM Front Office arrangements decision: CRU decision paper was circulated to GNI
to Close GMARG
G254 New Transfer of data post Brexit: Shippers to consider data implications Shippers
G255 New GNI Sharepoint site for industry: Shippers to revert to GNI on any preferred Shippers
requirements
G256 New Alignment of Change of Mind in gas and electricity: CRU to revert to GMARG if CRU
they intend to raise DDR
4
2. Review of Previous Minutes & Actions
17th January 2019 (continued)
Action Status Overview Responsible
Number
G257 New Warm Transfers: GNI to circulate a clarification note to industry GNI
G258 New Warm Transfers: industry to contact Conor Seery if they want to enable warm Shippers
transfer process
5
3. GMARG Workplan 2019
GMARG Workplan 2019
• Schema 2020
• PPM
‒ Front Office Arrangements
‒ Siemens Enhancement Project
• Eircode Implementation
• Data Protection
• Revenue Protection: RP MPDs
• Market Arrangements: Refresh of MPDs
• GMARG Operation & Terms of Reference
• LTNA work-stream
74. Eircodes
Eircodes
GNI has been in contact with both An Post GeoDirectory and Capita
• There are existing Agreements with both An Post GeoDirectory and Capita with
regard to Eircodes
• Have sought clarification on GNI’s existing approved uses of Eircode data
‒ Our service provider is reviewing exact permitted uses
95. Data Sharing/Data Protection GMARG 21/2/19
Data Sharing/Data Protection
• Redline of Code of Operations incorporating the substance of the Draft Data
Sharing Agreement circulated.
• Previous Issues:
‒ Code or Agreement: Now drafted within Code of Operations rather than separate
agreement;
‒ Double jeopardy: Double jeopardy addressed (see 9.3.3); and
‒ Indemnities: No changes proposed to indemnity framework in the Code of Operations.
• Proposed new provisions to allow for Shipper – Transporter processor relationships
(mutual)
11Proposed Timeline • Conference call with GMARG and Cod Mod [6 March] • Submission of comments by [13 March] • Discussions at Code Mod 27 March • Report submitted to CRU for approval [ 6 April] 12
6. PAYG Front Office Arrangements
PAYG Front Office Arrangements • On 21st November, 2018 the CRU approved implementation of a new framework. • The key change is that rather than GNI procuring and negotiating front office service agreements, suppliers will procure their own front office services as of July 2021 • A new agreement between GNI and suppliers will be required to ensure compatibility of such services with the back office system, to ensure the necessary information flow from the meter to the GNI system and ensure GNI has the ability to coordinate resolution of any industry wide issues. 14
PAYG Front Office Arrangements • It is proposed to establish a working group to discuss and analyse the impacts of the proposed solution and develop the appropriate regulatory framework and procedures, implementation plan and system changes to ensure the proposed solution is implemented. • Draft of proposed Terms of Reference for working group circulated on 18th Feb with GMARG documentation. • GNI request comments on circulated Terms of Reference for proposed Workgroup and nominated workgroup representatives by 7th March. • GNI to review comments and propose 1st Call on 14th March 15
7. Schema Release 2020 Aidan Hogan Retail Projects Manager Gas Networks Ireland
GasMap Schema Release 2019
Lookback & Lessons Learned
• GasMap Schema update released successfully on Sat 2 February 2019
• Lessons Learned (based on feedback from supplier project leads):
‒ Overall Suppliers generally satisfied with schema update e.g. communications, market assurance, testing,
documentation etc.
‒ One suggestion from Suppliers was Test Scenarios associated with future Schema updates should be more
relevant to the actual Schema changes.
‒ Another suggestion was GNI should provide a central repository for all documentation associated with the
Schema Update.
17GasMap Schema Release 2020
Scoping Phase - proposed timelines
• At Dec 2018 and Jan 2019 GMARG meetings, GNI noted that (as per decision of June 2018, based
on poll of supplier preferences):
‒ Next GasMaP schema release is scheduled for April 2020; and
‒ Deadline for finalising the scope of the next Schema is July 2019
• Timeline for submission of Design Discussion Requests (DDRs):
‒ GNI / Suppliers / CRU to submit DDRs by 1 March 2019
‒ Discussion of proposed DDRs (either already submitted or due for submission) at 21 Feb GMARG
18GasMap Schema Release 2020 Scoping Phase - proposed timelines 19
8. GNI review of MPDs Aidan Hogan Retail Projects Manager Gas Networks Ireland
Review of Market Process Definitions & Procedures
General
Purpose:
• Housekeeping - many MPDs (and related procedures) in place since market opening in 2008 (some updated in 2011 & 2015).
• Review MPDs & procedures and ensure alignment between documented process and actual process as applied currently.
Proposed Timeline:
• GNI propose to have reviewed the GPRO & Meter Data Services MPD’s in advance of GMARG February 2019.
• Remainder of processes and procedures (primarily siteworks or meter reading related) will be reviewed thereafter
Review will:
• Identify any deviations between documented and actual process
• Deliver ‘red-line’ mark-up of documentation to GMARG/CRU for review and approval - expect majority of updates to be cosmetic
NOT intended as root and branch review of each process
- If there are proposals to change the actual process, the standard DDR/CR process should to be initiated
21Review of Market Process Definitions & Procedures
First Batch - GPRO & Meter Data Services
Gas Point Registration Office: Meter Data Services:
MPD1_Update Existing End User Details MPD30_PPM Gas Debt on the Meter
MPD2_Change of Shipper NDM MPD31_Prepayment Vending Transaction
MPD3_Request for Historical Consumption Data NDM MPD32_Replacement of PPM Token
MPD4_End User Assignment MPD33_Financial Settlement
MPD5_Change of Shipper Correction & Amendment MPD34_Management of Suspense Transactions
MPD6_Registration MPD35_PPM Service Provider Shipper Invoice
MPD7_Deregistration
Red-line mark-ups circulated to GMARG mailing list 18/02/19 (includes supporting doc summarising changes)
comments/feedback by cob [Thursday 14th March]. comments/feedback by cob [Thursday 4th April].
All responses should be sent to Diarmaid McAuliffe Diarmaid.mcauliffe@gasnetworks.ie
22Review of Market Process Definitions & Procedures
Selected examples of updates
Note:
No fundamental change to processes. Updates reflect current practice/functionality & remove any obsolete process steps
MPD Examples of updates
MPD1_Update Existing End User Details e.g. remove reference to old meter types no longer in service
MPD2_Change of Shipper NDM e.g. text clarification re priority flag logic
MPD3_Request for Historical Consumption Data e.g updated to reflect that requests are now submitted by market message
MPD4_End User Assignment e.g. remove reference to old meter types no longer in service
MPD7_Deregistration e.g. replaced ‘token’ with ‘gas card’
239. Shipper / Supplier Survey 2018: Results & Initiatives for 2019 Aidan Hogan Retail Projects Manager Gas Networks Ireland
Recap: 2017 Survey Results
• Q4 2017 was the first time that GNI surveyed shippers
‒ established a baseline for measurement of future performance
OVERALL SATISFACTION NET PROMOTER SCORE
25Recap: Initiatives Implemented during 2018
• Based on the survey, GNI implemented a number of initiatives through 2018
Shippers Suppliers
Transparency Platform New Supplier Complaints Process
Balancing Platform GMARG - additional resources allocated
Imbalance Charges Workshops / working groups to deliver solutions
Network Ops Presence at Code Mod Forum Retail Gas Market Incident Plan
Biogas / CNG Updates at Code Mod Forum PPM User Guide Developed
Shipper visits to understand their business drivers PPM Training rolled out to all suppliers
Collaboration with Eirgrid & Shippers re outages DM Metering Accuracy Improved
262018 Survey: 2 x Distinct Surveys
• 2 separate surveys were carried out in Nov/Dec 2018:
MANAGEMENT SURVEY OPERATIONAL SURVEY
Objective Revisit respondents from 2017 survey and ask: • Delve deeper into GNI’s query handling
performance
• ‘have you seen any improvements?’
• Establish baseline level for regular monitoring
Topic(s) • Broad range of topics • Narrow focus on Query Handling
• wholesale & retail markets • day-to-day operational issues/queries
• retail market
Surveyed • Suppliers & Shippers • Suppliers only
• Managers - wide view of GNI interactions • Ops staff who submit daily queries to GNI
Medium Face-to-Face / Phone Interviews Email survey
Future Surveys Annually Bi-annually
17 interviews with 23 senior managers 51 responses
272018 Survey: Satisfaction & Net Promoter Scores
Reminder:
2017 Survey: Satisfaction Score = 7 NPS = -5
Survey Scores for 2018:
OVERALL SATISFACTION NET PROMOTER SCORE
282018 Survey: Improvements recognised…………
The perception that GNI is becoming more transparent as an “There has definitely been a change in their focus. It started with an almost
organisation is strongly linked with the view that GNI is more lets get to know each other conversation…..there was a
willing to collaborate good robust chat……..it was a good initiative and it has helped”
“GNI has been really ‘spot on’ and kept
“They are becoming far more
“GNI have listened to industry more…….they are us informed…….current position and
more amenable to making changes where it’s going.” proactive”
based on industry feedback which is helpful.”
“they have released documents now onto “He is very open and tells you how it is. He’s helpful and
a shared drive which are more easily listens and suggests how you can work things. They have
accessed. Seems to be a great shown initiative……and they are actively helping..…he
communication flow. I just think it is very good – he’s all ears. He’s taken those steps
was really, really well managed……..there without a Shipper pushing him.”
are a few areas, sitting on the agenda (in
GMARG) that could be taken into a
different stream with subject matter More flexible & solutions focused – Shippers spoke about
29
experts, to push it along.” this in the context of a shift of culture internally, in
GNI becoming more flexible and solutions focused...……BUT more improvement is required
We can’t quickly
solve our issues.
Eventually it’s
Process/Discipline
solved but it takes
Discrete of continuous
time. improvements improvement in
place
“there must be an awareness and understanding that we are managing
an issue for customers … I still don’t think we get enough to the questions “There is work to be done on how [PPM]
that we probably need … customers need more technical information and a is going to operate long term. Its not fit
well framed answer” for purpose … I don’t think they have the
tools
“Level of helpfulness is very dependent on Its at a solid public sector level …he got back to me and
what person you get once contacting. Level of said “Leave it with me I’ll get back to you”. That was
knowledge varies drastically.” probably 10 days ago. That’s not the pace at which we
do things.”2018 Survey: Shortcomings in Query Handling
Only 43% of
respondents were clear
on who to contact
within GNI when they
had a query
Less than 50% of
respondents felt GNI
tracked their complaint
adequately and kept
31
them informed2018 Survey: General Principles Identified
Greater Engagement / Continuous
Collaboration / More Consistency Improvement
Transparency
GNI’s engagement with Shippers in For both Suppliers and Shippers, but It is critical for both Suppliers and
2018 was commended and their particularly the case for Suppliers, Shippers to see that there is a
desire to work collaboratively with there is a perception that GNI’s culture of continuous improvement
Shippers to drive forward responsiveness is dependent on the (as opposed to discrete
initiatives and resolve issues for the involvement of key individuals, and improvement) in place at GNI.
industry. relationships built over time.
Shippers and Suppliers expect GNI
This was also identified as essential Those without key contacts in place, to learn, replicate and build on
going forward, particularly in the are therefore perceived as existing initiatives and continue to
context of bringing the electricity and disadvantaged in terms of getting a full innovate in terms of processes and
gas markets closer, and in and timely response to queries, systems that benefit this group.
developing the position of gas, e.g. leading to frustration.
32 biogas, CNG.2018 Survey: 7 Topic-specific action areas identified
Lack of ownership at Up to date training material in a
GNI's end of the central location…..website can be
query - or no The Account Manager role is not difficult to find things…..electricity
response expectation active……. they should be more sector has an online system were we
time being provided. proactive and be more of a business can review all market processes easily
partner. There are things they could - this would be great to have in GNI.
help us with and help us improve.
There must be an awareness and
understanding that we are managing an
issue for customers. I still don’t think we
get enough to the questions that we
probably need… customers need more
technical information and a well framed
answer.
The [GNI PPM system] gas is very
manual and very complex…. Effectiveness of GMARG
difficult to communicate to impacted most by its
customers……it's ad hoc excel structure & governance,
spreadsheets. We feel that the operations people not
whole excel file system is outdated. attending….and the
extent to which GNI
From the outside they are progressed agenda
We are often approached by operations in items…….
pretty proactive on stuff like
relation to LTNA. It’s often quoted as an
biogas, CNG for transport, all
issues. It’s another area that we would like
33 those big strategic initiatives
to look into with GNI in the next year.
for gas that you would expect
to be taken forward.2019 Initiatives: 7 High Level Initiatives for 2019
No. INITIATIVE ACTIONS
• Develop CRM System for Query Tracking
1 Customer Service
• Direct Engagement between GNI & Supplier Customer Operations Teams
• Key Account Management: Review GNI Key Account Management processes
2 Relationship Management • Working Groups (e.g. PPM and Long Term No Access)
• 4 x ‘Day-in-the Life’ sessions with shippers
• IT Project: Develop & Implement Sharepoint Portal for sharing info with
Information & Knowledge Suppliers
3
Management
• GNI Website, User Guides, Training:
• Review of GMARG Operation & Governance:
4 GMARG Secretariat
• Use Sharepoint portal for sharing documentation with suppliers
• Project: PPM Enhancement Project (2019)
5 Prepayment Metering • Working Group: Front Office Arrangements (2019-2021)
• Long Term PPM Solution (2019 – 2025) - workshops during 2019
• LTNA Working Group: develop formal (approved) operational process where GNI &
6 Long Term No Access
Suppliers jointly address LTNA
• Conference / Workshop: Share GNI’s vision for the future of gas (Biogas/CNG etc.)
7 Future of Gas
34 • Direct Engagement, Green Fund Working Group, regular updates at Code Mod Forum
* 50+ specific actions behind the headline initiatives - actions assigned to individual owners2019 Initiatives: Next Steps
Imminent Initiatives: to be initiated in March/April 2019
• Sharepoint Portal - launch pilot Mar/Apr 2019 • Review of GMARG Operation & Governance
- GNI to engage with suppliers & CRU
• PPM Working Group – aim to start March 2019 bilaterally before submitting proposal re revised
• LTNA Working Group – aim to start April 2019 operation / governance model at GMARG in
March or April.
• Customer Operations Engagement - Mar/Apr 2019
‒ New model to leverage working groups to
deliver change
Longer Term Initiatives: GNI to revert during Q2 2019
• CRM System for Query Handling - IT Project • Review of GNI Key Account Management
being initiated internally in GNI currently
‒ Internal review of existing function underway
‒ Suppliers to be consulted as part of ‒ Consult suppliers re any proposed changes
requirements gathering
3510. Customer Complaints Process & Warm Transfers Conor Seery Customer Contact Manager Gas Networks Ireland
MPD 42 - Supplier Complaints Process
Background: Recap - Scope of Process:
• MPD 42 approved by CRU in June 2018 • Complaints process or Issue Resolution Process?
Implementation Date:
• New process implemented Monday 19 November 2018
Send Complaints to:
• GNIsuppliercomplaints@gasnetworks.ie
• 066 979 9174
Activity since new process started:
21 complaints received to date (15/02/19)
37Supplier Complaints / Queries / Warm Transfers
Issue Resolution Process
CONTRIBUTOR:
Supplier has a query requiring GNI assistance to resolve Doug O’ Brien
DECISION POINT 1:
YES NO
Has a customer raised this query?
DECISION POINT 2::
Has the supplier logged a complaint on the supplier’s system?
DECISION POINT 3::
YES NO
Supplier deals with GNI on behalf of customer?
Complaints Process - MPD42
YES NO
Issue Resolution Process Warm Transfer Advise Customer to Contact
GNI Directly
38Customer Operations: Proposed Engagement
• Proposal to address this issue and • GNI customer care team to invite supplier operations
other related issues: teams to initial customer operations open day in
March / April 2019 - details TBC, likely hosted in GNI.
‒ Closer interaction between GNI & Finglas
supplier operations teams - both have
• Follow-up site visits to supplier sites to discuss
a ‘shared’ customer
supplier-specific topics
‒ Ensure information and communication
• Consider merits of a regular ‘operational forum’, say
gets to the people who need to know
every 2 months?
‒ Generate 2-way conversation to identify
gaps and develop solution11. Interaction with GNI Customer Contact centre Conor Seery Customer Contact Manager Gas Networks Ireland
12. Revenue Protection update
Revenue Protection Working Group Update
• Revenue Protection Code of Practice – CRU Approved and implemented as of Jan 28th 2019
• RP MPD’s approved by the CRU in January;
• MPD24 - Identification of Interference
• MPD25 - Recovery of Site works Costs
• MPD26 - Recovery of Energy Costs – Currently with the CRU for approval
• Working Group #4 of 6 was held with Suppliers on January 25th
• Continue to work with suppliers to define the RP reporting requirements for industry in line with
the Code of Practice
• Agreed a timeline for the introduction of the new RP market message
• From April 1st via market message, suppliers will have a more up to
date information on confirmed tampered meters
4213. GNI verbal updates 43
GNI Verbal Updates:
• Shipper Portal (Sharepoint)
• Brexit
44Update: Sharepoint Portal
GMARG
Aidan Hogan
21st February 2019 Retail Projects Manager
Gas Networks Ireland2019 Initiatives: Sharepoint Portal
‒ Test site has been configured ‒ Working on a governance document to address
‒ Currently populating site & carrying out internal training access requests, permission levels etc.
‒ Ask 1 or 2 suppliers to participate in soft launch (March) ‒ Aim for full launch in April
LEVEL 1: Landing Page LEVEL 3: Document Library
LEVEL 2: Sub-sites (e.g. Revenue Protection)
46Brexit • https://www.dataprotection.ie/en/news-media/latest-news/dpc-issues-important- message-personal-data-transfers-and-uk-event-no-deal
14. CRU Updates 48
CRU Updates • CRU 49
15. Market Statistics
GPRO CoS monthly
CoS monthly Gas Year to date
Month RD Credit RD PPM I/C Total GYTD
Oct-18 10,642 1,647 405 12,694 12,694
Nov-18 10,442 1,559 329 12,330 25,024
Dec-18 7,125 869 265 8,259 33,283
Jan-19 9,572 1,452 386 11,410 44,693
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
GYTD 37,781 5,527 1,385
52GPRO CoS Rejections
CoS rejections
Month Number Rejections vs
Successful CoSs
Oct-18 716 5.6%
Nov-18 710 5.8%
Dec-18 529 6.4%
Jan-19 625 5.5%
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
GYTD 2,580
53GPRO Debt Flagging Stats
RD RD PPM I/C Total Total CoS % of Debt % Debt
Credit Debt Cancelled Flags then Flag to
Flag as a result Cancelled CoS #'s In January:
Receive of Debt • 10% of Debt Flags
d Flag were at PAYG
Oct-18 109 12 0 121 53 43.8% 1.0% sites
Nov-18 115 13 0 128 57 44.5% 1.0% • 1 flag was at an IC
Dec-18 83 7 0 90 39 43.3% 1.1% site
Jan-19 83 9 1 93 55 59.1% 0.8%
Feb-19 0
Mar-19 0
Apr-19 0
May-19 0
Jun-19 0
Jul-19 0
Aug-19 0
Sep-19 0
GYTD 390 41 1 432 204
54GPRO Corrections and Amendments
Corrections and Amendments
Corrections Amendments Total C&A Total C&A processed
vs Completed CoS
Oct-18 562 278 840 6.6%
Nov-18 537 138 675 5.5%
Dec-18 467 82 549 6.6%
Jan-19 494 112 606 5.3%
Feb-19 0
Mar-19 0
Apr-19 0
May-19 0
Jun-19 0
Jul-19 0
Aug-19 0
Sep-19 0
GYTD 2,060 610 2,670
5516. GMARG Proposed Meetings
Day (in-person meetings Meeting/ Date
have 10:30 am starts, calls Call
have 10am starts)
21/03/2019 Thursday Call
18/04/2019 Thursday Meeting
16/05/2019 Thursday Call
20/06/2019 Thursday Meeting
18/07/2019 Thursday Call
15/08/2019 Thursday Meeting
19/09/2019 Thursday Call
17/10/2019 Thursday Meeting * Conference Call slots subject to
21/11/2019 Thursday Call agreement at previous physical
GMARG
12/12/2019 Thursday Meeting
5616A. A.O.B. • ComReg 1850 update • Next Call on 21st March 57
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