Non dual-fuel Gas PSR Consumer
Date of latest update
Type
Issue
ID
I0186
Change Category
Change Path
Priority
Urgent
No
Latest Update
26/08/2025 - Update to Proposal Plan published. This will be presented to the REC Change Panel at their meeting on 02 September 2025.
Summary
Non dual-fuel Consumers who register upon the PSR, will have their PSR data flow across energy industry data flows to mean that all parties are aware of any PSR Needs Codes, allowing us all to provide equal access to our services and support. This will be achieved via the utilisation of existing processes and systems. Initially a pilot will take place for a minimum of 3 months between participating companies before extending this to the whole industry”.
Impacted REC Documents
Impacted REC Services
Status
Status
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Problem Statement
The majority of domestic customers in the UK are what are called in the industry ‘dual-fuel’ - this means that with two types of energy (electricity & gas) a domestic dwelling has a single supplier ie they pay their bill to one organisation. This ‘dual-fuel’ position has supported the industry improvements to Priority Services Register (PSR) data flows by allowing previous divides to be overstepped in terms of data flows between energy types. There is however a problem which this RECC request aims to resolve. That is, where a customer who has both fuel types, also has two suppliers and they want to register upon the PSR. This was always a ‘known’ gap shared with our regulator when the many improvements were implemented across the PSR and considered to be something that would be addressed at a later date. This ‘gap’ means that without the dual-fuel link, currently data flows do not complete across energy types via the supplier data flow triggers.
Stages Selection
Stages Selection
Change Proposal Form - Non dual-fuel Gas PSR Customer
I0186 - Change Report (Proposal Plan) V1.0 (Approved) 18.02.2025
Company Name
British Gas
Review status
Review required
DPI Extract from CSS
Date of latest update
Type
Change
ID
R0183
Change Category
Change Path
Priority
Urgent
No
Latest Update
11/03/2025 - The proposer has withdrawn the request due to the expected delivery of enquiry data in the same anticipated timescales & the continued pursuance of I0224. The adoption window has closed.
Summary
It has emerged that there are data quality issues relating to the Domestic Premises Indicator (DPI) Data Item, where MPxNs have been recorded as having the wrong DPI. This Change has been raised to identify a mechanism by which this issue can be resolved.
Change Plan
Solution Analysis and Development
In Progress
Start:
11 Jun 2024Due:
20 Sep 2024Completion:
Impacted Consumers
Impacted REC Documents
Impacted REC Services
Impacted REC Parties and Market Participants
Status
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed solution summary
- C1 - As a Consumer, I want industry data relating to my energy supply to be accurate, so that I do not experience any issues when switching or engaging with other consumer facing industry practices.
- M1 - As a CSS User, I want available DPI data to be accurate, so that when I engage with industry processes that require DPI data, I am confident that I am engaging with the right information. M2 - As the CSS, I want to provide accurate data to CSS Users, so that I am able to facilitate successful industry operations for my Users.
Problem Statement
Inaccurate DPI data available within industry data sources can result in less accuracy within REC processes that utilise this data, and poorer consumer outcomes. DPI data accuracy needs to be improved to ensure that industry processes and Consumers are not impacted.
Stages Selection
SME
SME Role
Lead Technical Analyst
SME User
maxime.van-eyseren@capgemini.com
SME Role
Lead Assurance Analyst
SME User
vaishnsharma@deloitte.co.uk
Change Proposal Form
R0183 Change Report V3.0 02.12.2024
Company Name
-
Review status
Review required
Schedule 14 - Metering Operations Footnote Review
Date of latest update
Type
Change
ID
R0181
Change Category
Change Path
Priority
Urgent
No
Latest Update
23/08/2024 - This change was successfully implemented as part of the August 2024 Extraordinary REC Release on 23 August 2024.
Summary
The footnotes within Schedule 14 - Metering Operations are not in the correct place, are missing or no longer relevant. This Change Proposal looks to correct issues within the footnotes and move them into the legal text to prevent this from happening when future Change Proposals impacting this schedule are implemented.
Change Plan
Change Proposal Plan and Impact Assessment Report issued
Completed
Start:
06 Jun 2024Due:
18 Jun 2024Completion:
18 Jun 2024Preliminary Change Report issued
Completed
Start:
18 Jun 2024Due:
19 Jun 2024Completion:
19 Jun 2024Consultation issued
Completed
Start:
19 Jun 2024Due:
19 Jun 2024Completion:
19 Jun 2024Consultation Close
Completed
Start:
19 Jun 2024Due:
10 Jul 2024Completion:
10 Jul 2024Final Change Report Issued
Completed
Start:
10 Jul 2024Due:
11 Jul 2024Completion:
11 Jul 2024Responsible Committee Decision
Completed
Start:
11 Jul 2024Due:
19 Jul 2024Completion:
19 Jul 2024Appeal Window Closure
Not Started
Start:
19 Jul 2024Due:
02 Aug 2024Completion:
Impacted Consumers
Impacted REC Documents
Status
Implementation Date
23 August 2024
| Included changes | Affected REC Items | |
|---|---|---|
| R0103 | Central provision of DCC Technical Contacts for requesting test certificates |
|
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed Solution Document
Document title
Metering Operations v4.1 footnote review legal drafting for PCR
Archive
Off
Document title
Metering Operations v4.1 footnote review legal drafting for FCR
Archive
Off
Problem Statement
REC parties are unable to ensure their processes and procedures correctly reflect their obligations as the footnotes within Schedule 14 - Metering Operations are not in the correct place, are missing or no longer relevant.
Stages Selection
R0181 Change Proposal Plan (Approved) 18.06.2024
R0181 Initial Assessment Report (Approved) 18.06.2024
R0181 Preliminary Change Report
Consolidated Consultation Responses
R0181 Final Change Report - approved 22.07.24
Company Name
Code Manager
Review status
Review required
Clarity on use of on hold for switching issues, including the obligations of CSS Users
Date of latest update
Type
Change
ID
R0180
Change Category
Change Path
Priority
Urgent
No
Latest Update
25/03/26 - the Change Report (Final Recommendation) has been approved by the Technical Expert Panel for implementation on 06 November 2026. The appeal window has now closed.
Summary
Many Switching Incidents are on hold waiting for resolution. The Switching Operator puts these tickets on hold, which is an approved business process from the Switching Programme. This is not reflected in the obligations on SDSPs or other REC Service Providers, where there is no on hold concept. Further there are no obligations on CSS Users to respond in a timely basis. This means that the REC obligations do not reflect current practice, and many tickets remain open much longer than necessary.
Change Plan
Change Issue Group
Completed
Start:
03 Jun 2024Due:
01 Aug 2024Completion:
01 Aug 2024Impacted Consumers
Status
Implementation Date
06 November 2026
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed Solution Document
Document title
Option 1
Archive
Off
Document title
Solution Development Report
Archive
Off
Document title
Option 2
Archive
Off
Document title
Option 3
Archive
Off
Problem Statement
A lack of obligations is causing issues with open tickets relating to missing messages. Tickets placed on hold also require significant additional work for the Switching Operator, which could either be released as a cost saving or it could result in time freed up for improvement activities.
Stages Selection
SME
SME Role
Lead Technical Analyst
SME User
maxime.van-eyseren@capgemini.com
SME Role
Lead Assurance Analyst
SME User
amoden@deloitte.co.uk
Issue Form
Change Report - Proposal Plan V1.0
I0180 Extension to Plan V1.0 approved 09.07.25
I0180 Consolidated Party Impact Assessment Responses v1.0
I0180 Update to Plan V1.0 approved 10.12.25
R0180 Change Report (For Consultation) V1.0
R0180 Consolidated consultation responses V1.0
R0180 Change Report (Final Recommendation) V1.0 approved 25.03.26
Company Name
REC Code Manager
Review status
Review required
Improvements to CSS Business Process Logic
Date of latest update
Type
Change
ID
R0178
Change Category
Change Path
Priority
Urgent
No
Latest Update
17/06/2026 - The Code Manager has published an Update to Plan. This will be presented to the REC Technical Expert Panel at their meeting on 24 June 2026.
Summary
This change proposal is aimed towards rectifying a collection of issues that were identified with the CSS Business Process Logic. These have been identified as follows: 1. Deactivation of an active reg. whilst in-flight switch in progress 2. Deactivation of a prior cancelled registration 3. OFAF switch containing multiple MPxN
Impacted Consumers
Impacted REC Services
Impacted REC Parties and Market Participants
Status
Implementation Date
25 June 2027
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed solution summary
- Deactivation of an active reg. whilst in-flight switch in progress As mentioned previously, the ‘Deactivation of an active reg. whilst in-flight switch in progress’ issue did have an existing REC CP raised and therefore is further along the discussion process compared to the other two issues identified. Initial discussion outlined that the most appropriate solution for this change proposal should consider the business needs and the desired outcomes. It was noted that from a business perspective, if the switch has already been accepted, then it should still go through and not be cancelled. Therefore, the following points were raised: • It was acknowledged that there are multiple solution options/approaches that could potentially be employed to resolve this issue. As such, and to avoid being overly prescriptive, it is requested that CSS provider investigate all possible options and outline their recommendation for the most suitable approach, which would be developed/progressed further through the subsequent Impact Assessments. • However, the aim is for an effective solution to be developed which would ensure that the consumer is switched with the original effective date being used and that CSS systems could cater for such registration events whilst following the normal Gate Closure processes. • Where possible, the solution should also look to proactively mitigate the impact of this scenario, as opposed to working on a retrospective basis which can lead to the issue persisting over an extended period of time. It was also noted that consideration would need to be given to state of the meters as this would also have an impact on whether switches are able to progress: Therefore, the following points were raised: • The solution would need to consider how the incumbent supplier has deactivated the meter and whether it has been moved to a ‘terminated’ state or a ‘dormant’ state. o Dormant – The meter is inactive. Note that this is a temporary state and therefore the meter could be put back into service. o Terminated – The meter has reached end of life and cannot be reinstated. Note that this is a permanent state. • If the incumbent supplier has moved the meter into a ‘terminated’ state, the in-flight switch would then need to be cancelled. • However, for the ‘dormant’ state, the following two options would be available in terms of what could happen to the status of the meter and thus the in-flight switch: o Moves from ‘inactive’ to ‘active’ (continue with the switch) o Moves from ‘inactive’ to ‘cancelled’ (cannot continue with the switch)
- Deactivation of a prior cancelled registration and OFAF switch contains multiple of the same MPxN It is noted that the initial approach discussed was to add new Business Data Validation Rules (BDVR) to stop these issues from occurring. However, this was only discussed at high-level and therefore we request that the CSS provider confirm this approach and provide further details as this change proposal progresses.
Problem Statement
1) Deactivation of an active reg. whilst in-flight switch in progress: There are instances where the incumbent supplier is withdrawing prior to the ‘Supply Effective from Date’, causing the accepted switch to fail at Gate Closure which occurs at 17:00hrs. This creates the scenario in which there is no longer a losing supplier for the consumer to switch from, and therefore the switch process stalls and cannot be progressed. Therefore, this has a direct impact on consumers who have a switch request which has already been accepted but CSS is not able to progress further as the switch process stops. Indeed, there have been a total of 82 missing messages observed since 1st January 2023, of which 66 messages have been related to switches where there was no registered Supplier recorded at Gate Closure. The 30th September 2023 Gate Closure was particularly impacted by this scenario and resulted in 45 registrations which did not become effective on 14th October 2023 as planned. It should also be noted that the 1st October is one of the key contracting dates for large Industrial and Commercial (I&C) consumers, consequently increasing the impact to consumers in this instance. 2) Deactivation of a prior cancelled registration: This scenario occurs when the registered supplier of a MPxN (via the active registration) is the same supplier that cancelled a previous switch for the same MPxN. In this case there is the possibility that the supplier could attempt to deactivate the active registration by accidentally providing the cancelled registration identifier. Currently, CSS still accepts the deactivation request and erroneously changes the cancelled registration state from cancelled to inactive, sending out securedInactive messages. Currently, after an MPxN is disconnected, the Supplier is required to submit a deregistration request to CSS. Therefore, there is a possibility that the suppliers could submit this request for a cancelled registration not active registration. CSS would still accept this request as the Business Data Validation Rules (BDVR) lack coverage of this case; in such cases the Supplier may incorrectly believe that they have deregistered the MPANs. 3) OFAF switch containing multiple MPxN: This is the instance where the end user sends through a One Fail All Fail (OFAF) switch with the same MPxN contained within the payload 2 or more times. Multiple registration IDs are created for the same MPxN, and the registration is left in an incorrect state given a lack of appropriate BDVRs. Indeed, there has been a further reported incident regarding an OFAF transaction of the same MPxN. The primary MPxN was associated with a secondary MPxN and therefore two registrations were created for the primary and secondary MPxN, equating to four registrations in total. There was then an objection raised but this only cancelled 1 of the 2 registrations for each MPxN. The remaining 2 registrations proceeded through gate closure.
Stages Selection
SME
SME Role
Lead Technical Analyst
SME User
maxime.van-eyseren@capgemini.com
R0178 - Change Proposal Form
R0178 - Change Report (Proposal Plan) V2.0 (18.02.2025)
R0178 - Update to Proposal Plan V1.0 (Approved) 18.02.2025
R0178 - Consolidated Impact Assessment Responses (Non-Confidential) 18.03.2026
R0178 - Change Report (For Consultation) V1.0
R0178 - Update to Plan (17.06.2026) Pre-Approval
Company Name
REC Technical Services
Review status
Review required
Change Smart Meter Installation Consumer Survey Specification survey questions to a REC Category 2 document
Date of latest update
Type
Change
ID
R0177
Change Category
Change Path
Priority
Urgent
No
Latest Update
This change was implemented on 06 September 2024.
Summary
Adding the Smart Meter Installation Consumer Survey Specification questions to the REC list of documents will allow any amendments to follow the REC change process and allow anyone to propose such amendments.
Change Plan
Preliminary Change Report published
Completed
Start:
22 May 2024Due:
05 Jul 2024Completion:
04 Jul 2024Consultation opened
Completed
Start:
05 Jul 2024Due:
05 Jul 2024Completion:
04 Jul 2024Consultation closes
Completed
Start:
05 Jul 2024Due:
26 Jul 2024Completion:
26 Jul 2024Final Change Report published
Completed
Start:
26 Jul 2024Due:
09 Aug 2024Completion:
08 Aug 2024Change Panel decision
Completed
Start:
09 Aug 2024Due:
20 Aug 2024Completion:
20 Aug 2024Impacted Consumers
Impacted REC Documents
Impacted REC Parties and Market Participants
Status
Implementation Date
06 September 2024
| Included changes | Affected REC Items | |
|---|---|---|
| R0003 | Market-wide Half-Hourly Settlement Implementation |
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed solution summary
- As a Domestic or Micro-Business Consumer, I want the Smart Meter Installation survey questions to have robust governance, so I have confidence the right KPIs are being monitored.
- As an Energy Supplier, I want the Smart Meter Installation survey questions to be governed by the REC Change Process, so I can suggest and provide feedback on changes to them.
Proposed Solution Document
Document title
REC Baseline Statement DRAFT
Archive
Off
Problem Statement
The Smart Meter Installation Consumer Survey Specification questions are mandatory for Energy Suppliers to use, but there is no mechanism for Energy Suppliers to raise changes or issues against the questions as they are not held in the REC Baseline Statement.
Stages Selection
R0177 Change Proposal Form
R0177 Change Proposal Plan v1.0 Approved
R0177 Initial Assessment Report v1.0 Approved
R0177 Preliminary Change Report v1.0
R0177 Consolidated Consultation Responses v1.0
R0177 Change Report (Final Recommendation) V1.1
Company Name
Gemserv
Review status
Review required
June 2024 Housekeeping
Date of latest update
Type
Change
ID
R0171
Change Category
Change Path
Priority
Urgent
No
Latest Update
12/06/24 - this Change Proposal has been withdrawn at the request of the Proposer.
Summary
The Code Manager has identified a number of typographical and formatting errors, as well as opportunities to provide clarity, improve consistency and accuracy across the REC Services and products. These changes have been assessed as meeting the criteria to be progressed via a Housekeeping Change Proposal.
Impacted Consumers
Status
Implementation Status
Date Raised
REC Decision Maker
Date of Update to Priority
Solution Development
Problem Statement
This is a Housekeeping Change Proposal subject to the Housekeeping Change Proposal process, rather than the standard change process. The nature of the change is that it makes non-material changes to the REC Products to correct typographical and consistency errors. It also provides an opportunity to introduce necessary clarifications.
Stages Selection
SME
SME Role
Lead Technical Analyst
SME User
caroline.milner@capgemini.com
CP Form R0171 - June 2024 Housekeeping
Company Name
Code Manager
Review status
Review required
Clarify & Strengthen CRS Providers Requirements
Date of latest update
Type
Change
ID
R0168
Change Category
Change Path
Priority
Urgent
No
Latest Update
This Change Proposal was implemented on 28 February 2025.
Summary
The RECCo MSI review focused on the analysis and assessment of; Code compliance, performance, impacts and insights from lessons learned feedback from impacted stakeholders. These assessments thematically articulated changes and improvements identified to assure industry market participants that clear and appropriate action is, and will be, taken to prevent, detect and mitigate the risks and impacts of another event, and prepare for the right response to any future incidents. This Issue has been raised to address learnings from the P1 switching incident in July 2023.
Impacted Consumers
Impacted REC Documents
Impacted REC Services
Impacted REC Parties and Market Participants
Status
Implementation Date
28 February 2025
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed solution summary
- Root Cause Communication: That the DCC, in its role as Switching Operator, delivers, clear, accurate, timely information on the incident root cause, as soon as possible, once it has obtained a reasonable understanding. Both to offset the risks of uncertainty and limited information introduce, ensuring Switching parties (like Supplier, TPIs and Networks) have the right information to enable meaningful engagement, assist their end-consumers, and all impacted Market Participants can more proactively manage the incident impacts, including making appropriate plans in response to the incident and its resolution. Switching Operator's End-Consumer Communication: Introduce a requirement for the DCC, in its role as the Switching Operator, to provide end-consumer appropriate information for REC Parties and Non-REC Parties use to determine communication and action for their Consumers.
- Switching Operator, Switching Incident Impact Assessment: This change should clarify the existing Switching Operator’s broader obligation to assess an incidents impact on the wider Switching Arrangements (set out in REC Schedule 26, Switching Service Management Schedule (SSMS), section 1.7, or Major Switching Incidents starting at section 2.9), to ensure the Switching Operator facilitates the most effective, efficient (time, cost, resource) overall Switching industry solution is promoted and implemented. Incident Wider Switching Impact Assessment: Clarify that if a Major Switching Incident is not going to be resolved within defined Service levels (4 hours), then the DCC in its role as Switching Operator should determine the impact on compliance with the REC end-to-end Switching Arrangements, and work with Ofgem, and the Code Administrators for BSC, UNC and DCUSA, and RECCo, to identify the cross code impacts/impacts on other Codes when managing an incident and developing an appropriate solution for industry, with least negative impact to end-consumers.
- Refresh and testing of Switching Operator’s (SO) incident related policies, processes, and procedures, to ensure they remain fit for purpose.
- Refresh and testing of Switching Operator’s (SO) incident related policies, processes, and procedures, to ensure they remain fit for purpose.
Proposed Solution Document
Document title
I0168 Switching Operator MSI Best Practice Document - for RFI and Industry Comments (02.08.2024)
Archive
Off
Document title
Central Switching Service (CSS) Service Definition (R0168 - Red-lining) 05.12.2024
Archive
Off
Document title
Switching Operator (SO) Service Definition (R0168 - Red-lining) 05.12.2024
Archive
Off
Document title
Schedule 26 - Switching Service Management Schedule (R0168 - Red-lining) 05.12.2024
Archive
Off
Document title
R0168 Draft Switching Operator Best Practice Document (V1.0 for Industry Consultation) 05.12.2024 (Word Version)
Archive
Off
Document title
R0168 Draft Switching Operator Best Practice Document (V1.0 for Industry Consultation) 05.12.2024 (PDF Version)
Archive
Off
Document title
R0168 - Change Report (for Consultation) 12.12.2024
Archive
Off
Document title
Schedule 26 - Switching Service Management Schedule (R0168 - Red-lining) 28.01.2025
Archive
Off
Document title
Central Switching Service (CSS) Service Definition (R0168 - Red-lining) 28.01.2025
Archive
Off
Document title
Switching Operator (SO) Service Definition (R0168 - Red-lining) 28.01.2025
Archive
Off
Document title
Major Switching Incident: Switching Operator Best Practice Document V0.2
Archive
Off
Document title
Major Switching Incident: Switching Operator Best Practice Evaluation Form V1.0
Archive
Off
Problem Statement
On 6th July 2023, a Major Switching Incident occurred with the Central Switching Service ((CSS) operated by the Switching Operator and CSS Service Provider, the Smart Data Communication Company (DCC)). It prevented the successful completion of that day’s planned electricity and gas, supply switches and new registrations. The CSS was stabilised post-incident and any new requests submitted after 9 a.m., 6th July were processed successfully. Through the collective action of the Switching Operator and industry parties, the CSS sent the missing industry messages to give effect to the intended switches and new registrations during the period of the 2nd to the 8th of August 2023. Priority 1 (P1) Major Switching Incidents of this nature are required to be resolved within 4 hours; however, DCC reported it took 1,605.6 hours in this instance. This incident had significant impacts on multiple industry parties and end consumers, demonstrating a clear need for improvement in the arrangements managing switching services and response to major incidents. The Retail Energy Code Company ((RECCo) with the assistance of its Code Manager) completed an end-to-end incident review; to identify the root cause, consider the efficiency and effectiveness of the incident management response, assess the improvements required, and identify appropriate actions for risk mitigation. With the overarching objective that by delivering the identified review recommendations, these actions should limit the possibility, or minimise the impact of, any future major switch incidents.
Stages Selection
SME
SME Role
Lead Assurance Analyst
SME User
vaishnsharma@deloitte.co.uk
I0168 - Issue Form
I0168 Switching Operator MSI Best Practice Document - for RFI and Industry Comments (02.08.2024)
I0168 - Change Report (Change Plan) (Approved) 17.09.2024
I0168 - Update to Proposal Plan (Approved 30.10.2024)
R0168 - Consolidated Consultation Responses (Non-Confidential) 20.01.2025
R0168 - Change Report (Final Reccomendation) 04.02.2025 (Approved) V2.0
Company Name
-
Review status
Review required
Access to SDES for Gas Networks
Date of latest update
Type
Change
ID
R0162
Change Category
Change Path
Priority
Urgent
No
Latest Update
21/10/2025 - the REC Change Panel approved the withdrawal of the proposal plan for R0162 and that this Change would be placed on hold while I0285 progresses.
Summary
Raising on behalf of the Gas Networks, who currently struggle to find who to email queries to within suppliers organisation. Suppliers and Electricity DNO's moved to SDES to ensure all communications were in a secure portal, with SLA's and for GDPR reasons, but Gas Networks do not have access to this portal, and not considered during the implementation of the system. They also obtain photo's when out on site to help resolve queries and would like somewhere to upload them to send to suppliers.
Impacted Consumers
Impacted REC Documents
Impacted REC Services
Impacted REC Parties and Market Participants
Status
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Proposed Solution Document
Document title
R0162 Solution Development Report V1.0
Archive
Off
Problem Statement
Energy Suppliers and Distribution Network Operators (DNOs) moved to SDES to ensure all communications were in a secure portal, with SLAs and for GDPR reasons. Gas Transporters do not have access to this portal, and were not considered during the implementation of the system. As such, communications are not being sent as securely as possible.
Stages Selection
SME
SME Role
Lead Technical Analyst
SME Role
Lead Assurance Analyst
CP Form Access to SDES for Gas Networks
R0162 Change Report (Proposal Plan) V1.0 Approved 15.04.2025
R0162 Consolidated Impact Assessment Responses v1.0
R0162 Extension to Plan V1.0 approved 27.08.25
R0162 Rebaseline Plan (withdrawal) V2.0 approved 21.10.25
Company Name
Octopus Energy
Review status
Review required
Enabling Robotics for SDEP
Date of latest update
Type
Change
ID
R0161
Change Category
Change Path
Priority
Urgent
No
Latest Update
24/03/26 - This Change is on hold pending the outcome of R0122 - SDEP Review Improvements
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.
Impacted Consumers
Status
Implementation Status
Date Raised
Fuel
REC Decision Maker
Date of Update to Priority
Solution Development
Stages Selection
CP Form Enabling Robotics for SDEP
Company Name
OVO Energy
Review status
Review required