GMARG Teleconference Thursday 18th January 2018 - Gas Networks Ireland
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GMARG Teleconference Thursday 18th January 2018
Today’s Agenda
Item Description Time
Number Allotted
1 Introduction/confirmation of attendees 5 mins
2 Review of Previous Minutes and Actions 15 mins
3 Incident Management Plan 5 mins
4 GNI Complaints Process 5 mins
5 Schema Release 2018 10 mins
6 Prepayment Meter Refunds 10 mins
7 Revenue Protection update including DR 5 mins
8 GNI Verbal Updates: 15 mins
Eircode project update
Vulnerable and Priority Customer reconciliation
Lock Moratorium results
9 CER Verbal Update 5 mins
10 AOB 5 mins
22. Review of Previous Minutes & Actions
14 December 2017
Action Status Overview Responsible
Number
G121 Open Data Processing Agreement. – GNI had issued revised DPA, GNI to write to GNI/CRU/ Shippers
CRU to clarify timeline for Eligibility List circulation. Shippers to return
comments on the DPA by 31/01
G 175 Open GNI to maintain watching brief on Eircodes, communicate go-live project GNI/CRU
plan, now Q4. CRU to confirm date for introduction in Electricity.
G 185 Open High level impact assessment of introducing supplier locks on PAYG meters GNI IT
–
GNI to issue;- 2. BGES DR: GNI to issue note and to clarify implementation
date/MPD status/clarify capability to download Debt. 3. Lock/Read matrix
to be produced. 4. Closed: DR Details recirculated
32. Review of Previous Minutes & Actions
14 December 2017 (continued)
Action Status Overview Responsible
Number
G 190 Open Review MPD2 re reflect change of mind provisions GNI to organise workshop GNI/FG
FG to develop TOR
G 202 Open Vulnerable Customers: GNI to consider DR to cease Priority flag removal after CoS, GNI/Shippers
clarify Schema.
Shippers to consider updating GPRN records with mobile details.
G 203 Open Misdirected Payments - GNI to investigate front office adjustment process. GNI
G 206 Open CRU to provide update and issue final version of GMARG ToR including revised CRU
CR/DDR timelines, present to GMARG and IIG by end of Q1
G 207 Propose PPM Slots – CRU has written to GNI on PPM slots CRU/Shippers
to Close
42. Review of Previous Minutes & Actions
14 December 2017 (continued)
Action Status Overview Responsible
Number
G 208 Open Long-term PPM solution – Suppliers to consider position post 2019. Shippers
G 218 Open Schema Date All agreed June 2018 subject to technical complexity, Shippers & GNI All
to rank the priority items in matrix and Shippers to revert with any new changes
required.
G 221 Open Call centre warm transfers: GNI to finalise document by next GMARG. GNI/Shippers
G 223 Open Incident management Plan - Shippers to Nominate contacts for Incidents, GNI to Shippers/GNI
consider impact on other procedures.
G 224 Propose Misdirected Payments - GNI to consider potential approach. Refer G203 Shippers/GNI
to Close
52. Review of Previous Minutes & Actions
14 December 2017 (continued)
Action Status Overview Responsible
Number
G 225 Open GNI Complaints Process: Shippers invited to comment on GNI’s proposals. GNI to Shippers/GNI
develop MPD.
G 226 Propose Revenue Protection RP: Shippers comment were received Shippers
to Close
G 227 Open PPM User guides: PPM User Guide to be developed by GNI by end of Q1 of 2018. GNI
G 228 New GNI to consider using Skype meetings for future GMARG conference calls GNI
6Retail Gas Market Incident Management Plan Con O’Donnell 18th January 2018
Feedback Received
ID Feedback GNI Response
1. Update the Scope, Section 1.2, to define and Section 1.2 updated and GNI will update the NGEM, in
distinguish any overlap between this plan and the H1 2018, to reference this plan and it’s role if the
NGEP. emergency impacts the retail market. The DRAFT text for
inclusion in the NGEP is as follows “GNI may use the
Retail Market Incident Management Plan to co-ordinate
the interface and communications with gas suppliers and
the NDM market. This plan will be activated by the
Regulatory Operations Manager.
2. Update Section 4, Activation of the plan, to state that Section 4 updated accordingly.
GNI are responsible for activating this plan and a
supplier may request them to do so. If this request is
rejected, a supplier may escalate to the CRU.
3. Update Section 4, Activation of the plan, to state that Section 4 updated accordingly.
GNI will seek to implement the plan within two
business days of becoming aware of the first instance of
the issue.
8Next Steps
• On the basis of the feedback received, which has been reviewed, discussed at this forum
and incorporated into the plan where relevant, GNI are seeking approval to finalise this
document.
9GNI Complaints Processing Con O’Donnell 18th January 2018
1. Complaint definition
• CRU Decision: GNI need to align our definition of a complaint to that in the CRU
Electricity and Natural Gas Supplier Handbook:
‒ “The expression (through various possible channels, letter, email, phone call, physical
claim) of a customer’s dissatisfaction and his/her explicit expectation for a response or
resolution.”
GNI Action Status
Update the “Customer Complaint Handling Procedure” leaflet to reflect Complete - CRU approved and
the CRU definition of a complaint. updated document now live on
GNI website.
Update the “Complaints training module” document with the CRU Complete
definition of a complaint.
Refresher training to all call-centre staff on what constitutes a complaint Complete - 1 to 1 training
based on the new definition and the updated training module document. undertaken.
112. Complaint processing • No written feedback received from suppliers on the High-Level principles presented at the GMARG in December. • As a result, GNI have proceeded to develop a Market Process Definition (MPD) based on the high-level principles and this has been circulated to all stakeholders. Next Steps • Suppliers to review the MPD and revert to GNI with feedback by the 31st of January. • GNI to review feedback, update MPD and revert at the February GMARG. 12
5. Schema Release Con O’Donnell 14th December 2017
6. PPM Contractual Arrangements
7. Revenue Protection update including DR 15
8. GNI updates Eircode project update Vulnerable and Priority Customers Lock Moratorium results 16
Eircode Project Update • Verbal Update 17
Vulnerable Customers 18
Lock Moratorium outcome 19
9. CRU Updates • CRU 20
10. GMARG Proposed Meetings
Day (all 10:30 am starts Meeting/ Date
unless otherwise advised) Call
Thursday Meeting 15/02/2018
Thursday Call 15/03/2018
Thursday Meeting 19/04/2018
Thursday Call 17/05/2018
Thursday Meeting 21/06/2018
Thursday Call 19/07/2018
Thursday Meeting 16/08/2018
Thursday Call 20/09/2018
Thursday Meeting 18/10/2018
Thursday Call 15/11/2018
Thursday Meeting 13/12/2018
21
* Conference Call slots subject to agreement at previous physical GMARG11. A.O.B. 22
T21 Issue – IBM Recommendations
No Recommendation Status
A report be developed by GNI on the ‘open field text’ User interface by GNI field staff to establish key issues and trends emerging. In progress
In this instance of the T21 issue, the error code T21 was entered into the open field text on the User, Interface by the GNI Field Engineers, therefore there must be a report run and
1
developed by GNI to report on meter problems and open field texts to see if there are trends emerging on any given meter
Technical governance should be included in the agenda of the quarterly service review meetings with Payzone and Siemens. Complete
It is recommended that the agenda of the quarterly meetings held with GNI, Siemens and Payzone should also include any open issues, planned technical changes or roll outs and any
2
impacts this may have across GNI, Payzone and Siemens. There should be an IT presence from all parties attending this quarterly meeting.
Introduce service requests and open queries into monthly reports Complete
In the monthly report developed by Payzone and provided to GNI, there is currently no section documenting any open queries, service request and or defects. The reason for It is
3 recommended to include a section in the monthly report from Payzone detailing any open queries, service requests, incidents and or defects.
A set of incident management guidelines should be agreed upon In progress
4 There is currently no structured incident management procedure in place.
The test environment should be improved and maintained regularly. Complete
A key issue of the T21 incident relates to test coverage with both Siemens and Payzone. It is recommended that both parties have coverage of each side of the technical ecosystem.
5 (Terminals/Meters etc)
The Payzone Patch 2 on the Ingenico terminals should be tested in a controlled environment. In progress
6 Similar to the Cross Participant in place for planned or ad hoc releases by Payzone or Siemens. It is recommended that the required testing for Patch 2 should be included in the
upcoming market assurance exercise and does not need to include all market participants.
Release notes should be provided by Payzone with any change on the front office solution. In progress
In conjunction with the introduction of a formal testing procedure, it is recommended that technical release note documentation should be documented and distributed by Payzone to
7
GNI and Siemens with any major patch releases or software upgrades.
Payzone should provide confirmation of testing and results of any changes on their terminals. In progress
8 With the dynamic nature of the market in which Payzone operate, there are continuous product and service developments, therefore Payzone should formalise and inform GNI of their
regression testing scope and results for any of these related changes.
Payzone to refresh its support team’s knowledge on the GNI prepayment solution Complete
9 As Payzone had some initial issues pinpointing the root cause of the issue, training is recommended to the Payzone support team to improve their knowledge specifically in relation to
the GNI prepayment solution
* Where appropriate, recommendations for the Front Office Provider will be implemented across all Front Office ProvidersYou can also read
