Enabling Robotics for SDEP
Summary
The Secure Data Exchange Portal (SDEP) is a mailbox that enables the transfer of sensitive customer related data in a way that ensures data is safe and secure. Suppliers are obliged to send and receive queries and escalations via the SDEP. Unfortunately, the SDEP has issues in bulk resolving processes which could be solved by the removal of the prohibition of the use of robotics. For example, there is no function to be able to retrieve cases specific to each team, work these and then automatically issue a response. Currently, to get the same kind of functionality, an agent or team lead would need to manually process. In another scenario, under REC schedule 30, as part of each of the processes, we are obliged to issue an escalation where there has been no response within set timeframes. Prior to SDEP implementation, we would be able to issue email escalations automatically where there was an absence of a response flow. With the SDEP this process is now manual: an agent will need to sign in to ECOES, navigate to the appropriate module, and input the data.
Latest update and next planned activity
Date of latest update
Latest Update
24/03/26 - This Change is on hold pending the outcome of R0122 - SDEP Review Improvements
Impacts Overview
Impacted Consumers
Electricity
Gas
Domestic
Non-Domestic
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
No documents available.
There is currently no Change Plan.
Original submission
Change details
David Morley - OVO Energy
27 Mar 2024
Change details
Enabling Robotics for SDEP
The Secure Data Exchange Portal (SDEP) is a mailbox that enables the transfer of sensitive customer related data in a way that ensures data is safe and secure. Suppliers are obliged to send and receive queries and escalations via the SDEP. Unfortunately, the SDEP has issues in bulk resolving processes which could be solved by the removal of the prohibition of the use of robotics.
For example, there is no function to be able to retrieve cases specific to each team, work these and then automatically issue a response. Currently, to get the same kind of functionality, an agent or team lead would need to manually process.
In another scenario, under REC schedule 30, as part of each of the processes, we are obliged to issue an escalation where there has been no response within set timeframes. Prior to SDEP implementation, we would be able to issue email escalations automatically where there was an absence of a response flow. With the SDEP this process is now manual: an agent will need to sign in to ECOES, navigate to the appropriate module, and input the data.
For example, there is no function to be able to retrieve cases specific to each team, work these and then automatically issue a response. Currently, to get the same kind of functionality, an agent or team lead would need to manually process.
In another scenario, under REC schedule 30, as part of each of the processes, we are obliged to issue an escalation where there has been no response within set timeframes. Prior to SDEP implementation, we would be able to issue email escalations automatically where there was an absence of a response flow. With the SDEP this process is now manual: an agent will need to sign in to ECOES, navigate to the appropriate module, and input the data.
This requires that we have more FTE, it slows down the processes, distracts from other processes, and allows for human error. Ultimately, where processes are slowed due to SDEP, the main impact will be customer detriment. It is preferable that the regulated systems we are obliged to use under code do not have the unintended impact of causing customer detriment.
We would like for the prohibition from using robotics, as detailed in the EES User Guide, to not apply to the modules such as SDEP and Crossed Meters. We do not believe that there is a case for removing the prohibition from ECOES search functionality, as there is already an EES API to enable bulk lookups.
This would be backed out by the appropriate qualification of the party that uses EES. Indeed, there are already provisions in the REC Qualification Schedule that detail the requirements.
This would be backed out by the appropriate qualification of the party that uses EES. Indeed, there are already provisions in the REC Qualification Schedule that detail the requirements.
This was discussed at REC Issues Group on 08.03.2024, and the minutes have more detail. One suggestion was that REC should revisit the idea of the SDEP API. The SDEP API REC Change was not approved on the grounds of cost benefit. However, with the removal of the prohibition of the use of EES modules, the costs will solely be borne by the party that so chooses to utilise the functionality.
Impacts
Electricity, Gas, Domestic Prepayment, Domestic Credit, Microbusiness, Small and Medium Enterprise (SME), Industrial and Commercial (I&C)
Switching experience, Billing accuracy, Trust and confidence
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Priority & timing
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