Changes to message ownership in SDEP
Summary
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Latest update and next planned activity
Date of latest update
Latest Update
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Impacts Overview
Impacted Consumers
Electricity
Impacted REC Parties and Market Participants
Energy Supplier
Distribution Network Operator
Impacted REC Services
Electricity Enquiry Service (EES)
Secure Data Exchange Service (SDES)
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
Currently in the SDEP there is no way to assign/unassign multiple messages to Authorised Persons in one action, this makes the allocation of messages inefficient. Each message must be individually opened before it can be assigned/unassigned. Not having clarity on the status of messages, or the ability to assign multiple messages to an Authorised Person as one action, may result in the allocation of queries being delayed, potentially impacting response times for queries and escalations. Any delays in resolving those queries could have a detrimental impact on the customer’s experience. There is also limited methods of effectively identifying and being able to filter messages requiring action on the home screen. This effects the Authorised Person’s ability to promptly allocate and resolve messages within the agreed Service Level Agreement (SLA).
Proposed solution summary
- As a consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.
- As a SDEP Authorised Person with the responsibility for message allocation, I want to efficiently assign multiple messages in one transaction to an Authorised Person, to remove the need to manual assign them one by one.
- As a SDEP Authorised Person with the responsibility for message allocation, I want to be able to filter messages to identify messages requiring action. This will ensure messages are picked up promptly and resolved within the agreed Service Level Agreement (SLA).
No documents available.
Change Plan
Initial Assessment Report published
Completed
Start:
08 Sep 2021Due:
25 Oct 2021Completion:
25 Oct 2021Change Panel review
Completed
Start:
25 Oct 2021Due:
02 Nov 2021Completion:
02 Nov 2021Analysis and Solution Development activity
In Progress
Start:
02 Nov 2021Due:
21 Dec 2021Completion:
Service Provider Impact Assessment completion
Not Started
Start:
21 Dec 2021Due:
02 Feb 2022Completion:
REC Party Impact Assessment completion
Not Started
Start:
02 Feb 2022Due:
18 Mar 2022Completion:
Preliminary Change Report issued
Not Started
Start:
18 Mar 2022Due:
16 May 2022Completion:
Technical Expert Panel review
Not Started
Start:
15 Jul 2022Due:
27 Jul 2022Completion:
Consultation Starts
Not Started
Start:
16 May 2022Due:
26 May 2022Completion:
Consultation ends
Not Started
Start:
26 May 2022Due:
20 Jun 2022Completion:
Final Change Report issued
Not Started
Start:
20 Jun 2022Due:
15 Jul 2022Completion:
Technical Expert Panel decision
Not Started
Start:
27 Jul 2022Due:
27 Jul 2022Completion:
Appeal Window Closure
Not Started
Start:
27 Jul 2022Due:
17 Aug 2022Completion:
Original submission
Change details
Jonathan Michael Holland - -
8 Sep 2021
Change details
Changes to message ownership in SDEP
Currently there is no way to assign messages in bulk to users in the Secure Data Exchange Portal (SDEP), which makes it time consuming to open each message separately to assign a user. There is also no method of filtering messages between assigned and unassigned on the home screen, making it difficult to see which messages have been assigned to users
Currently users of SDEP must manually check each message to assign it to a user or check if a user has been assigned slows the escalation process down and creates an additional workload
Creating new functionality in SDEP that allows a user to bulk assign work to individual team members within the organisation and allow users to filter messages between assigned and unassigned on the home screen. This will help ensure queries are assigned and picked up by team members as quickly as possible, improving response times
This Change Proposal is addressing issues raised under MRA MIF 332
Impacts
Electricity
Switching experience, Billing accuracy, Trust and confidence
Potential delays in resolving escalations managed via SDEP
No details provided
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No details provided
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No details provided
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No details provided
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No details provided
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Secure Data Exchange Service
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Energy Suppliers, Distribution Network Operators, EES Users
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No details provided
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No
No details provided
Priority & timing
No
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No
No
No details provided
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Activity
Proposed solution summary changed to As a consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.As a SDEP Authorised Person with t…
Proposed solution summary changed to As a consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.As a SDEP Authorised Person with the responsibility for message allocation, I want to efficiently assign multiple messages in one transaction to an Authorised Person, to remove the need to manual assign them one by one.As a SDEP Authorised Person with the responsibility for message allocation, I want to be able to filter messages to identify messages requiring action. This will ensure messages are picked up promptly and resolved within the agreed Service Level Agreement (SLA)..
Show morejonathan.holland has been allocated as Lead Analyst.
beth.brown has been allocated as SME.