DCC Service Level Agreements for the Switching Incentive Regime (Alternative)
Summary
Requirements for the Central Switching Service (CSS) were identified during the Design, Build and Test Phase of the Ofgem-led Switching Programme as a basis for the procurement of Switching systems. These requirements were later baselined in the REC Service Definitions as Service Level Agreements (SLAs). Following the successful go-live of the CSS, these SLAs merit a review, in order to ensure that they are realistic, given the physical systems design and the actual behaviours of users, compared to the assumptions that were made in the early design phase of the Switching Programme. This Change Proposal has been raised as the vehicle to complete the review and take forward any identified changes
Latest update and next planned activity
Date of latest update
Latest Update
08/11/2024 - This Change Proposal has been implemented as part of the November 2024 REC Release.
Impacts Overview
Priority and rationale
High
Priority last updated on 29 May 2026
Solution development
Problem Statement
Following the introduction of Performance Charges, on 01 April 2023, charges will apply based on the CRS Provider's performance against the defined SLAs. The SLAs were developed based on assumptions made in the early phases of the Switching Programme. The DCC has proposed that these are reviewed, to ensure they are fit for purpose and any Performance Charges applied are proportionate to CSS User detriment and Consumer impact.
Proposed solution summary
- As a Consumer, I want the CRS Provider to provide an effective service so that my Switch is not delayed.
- As the REC Code Manager, I want to ensure the CRS Provider has appropriate SLAs set, which incentivises the effective functioning of the Switching Service.
- As the CRS Provider, I want to ensure that the appropriate SLAs are in place to incentivise the effective functioning of the Switching Service and if these SLAs are not met by the CRS Provider, the commercial impact is proportionate to the detriment experienced by CSS Users and Consumers.
No documents available.
There is currently no Change Plan.
Original submission
Change details
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26 Jan 2024
Change details
DCC Service Level Agreements for the Switching Incentive Regime (Alternative)
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Priority & timing
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Activity
Proposed solution summary changed to As a Consumer, I want the CRS Provider to provide an effective service so that my Switch is not delayed.As the REC Code Manager, I want to ensure the CRS Provider has appropriate SLAs set, which incentivises the…
Proposed solution summary changed to As a Consumer, I want the CRS Provider to provide an effective service so that my Switch is not delayed.As the REC Code Manager, I want to ensure the CRS Provider has appropriate SLAs set, which incentivises the effective functioning of the Switching Service.As the CRS Provider, I want to ensure that the appropriate SLAs are in place to incentivise the effective functioning of the Switching Service and if these SLAs are not met by the CRS Provider, the commercial impact is proportionate to the detriment experienced by CSS Users and Consumers..
Show moreImplementation Date has been updated to 08 Nov 2024.
caroline.milner, amoden have been allocated as SME.