2016 Customer Satisfaction Survey Results RMDS Customer Satisfaction Survey. Results Customer Satisfaction Survey Page 1 of 27

Transcription

1 RMDS 2016 Customer Satisfaction Survey Results 2016 Customer Satisfaction Survey Page 1 of 27

2 Table of Contents Introduction... 3 About You... 4 Q1 What Jurisdictional Markets do you operate in?... 4 Q2 What type of Supplier are you?... 4 RMDS Services... 5 Q3 Please rate the service you get from the following: Q4 How would you rate the quality of information and advice given by the RMDS team?... 5 Q5 How satisfied are you with the Secretariat Function provided by RMDS in terms of: Q6 Please give us your rating for the following items related to the IGG Forum:... 7 Q7 How would you rate the RMDS Service in terms of keeping you informed of changes, issues and announcements?.. 8 Q8 How would you rate your dealings with the RMDS team generally?... 9 Q9 If you do not attend the IGG Forum Meetings or Dial in to the IGG Conference Call we'd like to understand why. Is it because Q10 Documents for discussion are updated and uploaded to the RMDS website 1 week in advance of the Forum meeting. Is this sufficient time to review items in order to be in a position to add value and make decisions on the subject at that Forum meeting? Q11 If No, please detail below how much time you feel is appropriate to make your contribution and views more valuable thus speeding up the decision making process Q12 RMDS Statistics Q13 GENERAL. Have you any other comments you would like to advise us about in relation to the services provided by RMDS? Q14 How would you rate our Assurance Service Provider's (Gemserv) Co-ORDINATION of Market Assurance Processes/Activities in relation to: Q16 In general, how satisfied are you with the current Assurance Body contracted by RMDS (Gemserv) to undertake Assurance activities on its behalf? Q17 How would you rate RMDS in the Co-ORDINATION of Market Assurance Processes/Activities? Q18 How would you rate RMDS in the COMMUNICATION of Market Assurance Processes/Activities? Market Design...Error! Bookmark not defined. Q19 Please answer the following questions in relation to Market Design Q20 How would you rate RMDS's role and expertise in the following Market Design Initiatives? Q21 How would you rate RMDS's role and expertise during the following MMR Releases? Q22 How would you rate RMDS's role and expertise during the recent Prioritisation Exercises for Schema Release 2016 and the Non-Schema Release 2016? RMDS Website Q23 How often do you use the RMDS Website 19 Q24 How would you rate the RMDS Website content? Q25 The RMDS website contains a vast amount of information. How easy do you find it to navigate to the exact documents and content you were searching for? Q26 How would you rate the speed at which the RMDS website is updated to reflect changes in and to the Market Design and other Information? Q27 Please rate the following sections of the RMDS Website: Q28 NEW RMDS Private Website. Please rate the RMDS private website based on the following questions:- 1 is Best, 5 is Worst Q29 Please rate the RMDS Outage Page and Process based on the following questions. 1 is Best, 5 is Worst Q30 How do you rate the following ESB Networks Services? Q31 Do you use the Eligible Customer File on the Extranet? Q32 In relation to the Secure File Transfer System do you use the following: General Feedback Q33 GENERAL. Have you any further comments on the RMDS website and Services?(Please note that if you provide details that identify you this will remove the ability to keep your previous answers anonymous) Q34 Do you have any other comments, suggestions or feedback you would like to pass on to the RMDS Team? Customer Satisfaction Survey Page 2 of 27

3 Introduction This document contains the results of the 2016 RMDS survey. The survey was conducted during the period 31/03/2017 to 12/05/2017. In common with recent surveys this survey was carried out using the online survey tool From the eligible market participants that were invited to participate in the survey, there were 12 complete and useable responses received. Please Note. In the report where respondents submitted feedback/comments they are placed below the relevant question/graph in italic text unedited. Some comments have been omitted by RMDS to facilitate further investigation and discussion with the respondents Customer Satisfaction Survey Page 3 of 27

4 Question 1 About You Q1 What Jurisdictional Markets do you operate in? Question 2 Q2 What type of Supplier are you? 2016 Customer Satisfaction Survey Page 4 of 27

5 Question 3 RMDS Services Q3 Please rate the service you get from the following:- Question 4 Q4 How would you rate the quality of information and advice given by the RMDS team? 2016 Customer Satisfaction Survey Page 5 of 27

6 Question 5 Q5 How satisfied are you with the Secretariat Function provided by RMDS in terms of: Customer Satisfaction Survey Page 6 of 27

7 Question Customer Satisfaction Survey Results Q6 Please give us your rating for the following items related to the IGG Forum: Actions: we're concerned with the length of time it takes to close actions. We suggest a tracker system be introduced for each action so it's clear what progress is being made. We also suggest a RAG status (Red, Amber, Green) be assigned to each action with a summary at the start of the meeting of how many actions along with their RAG status are assigned to each market participant (CER, ESBN, Suppliers, RMDS etc.). We suggest that the expected outcome be agreed so that all participants are clear what will happen once the action has been complete. Finally, time management on discussions items could be improved however this might be an outcome of implementation of suggestions above. Agenda: we believe the agenda topics need to be reviewed and suggest that the Gemserv Update could be provided at a separate conference call if the market requires it. Where presentations from external parties apply to both gas & electricity we suggest that these are held separately to avoid duplication (Eircodes, SEAI etc.). As a small supplier with a small core staff it is difficult to alot time to attend any of the forums. Decision making process is uncertain ( and too often, slow) for any item raised. this needs to be structured and improved to make the forum more effective. It would be preferential to get all material in advance of the night before. We understand that RMDS collates various areas presentations but it would be helpful if all presentations from contributors were in sooner than the night before the IGG Customer Satisfaction Survey Page 7 of 27

8 Question Customer Satisfaction Survey Results Q7 How would you rate the RMDS Service in terms of keeping you informed of changes, issues and announcements? As a small supplier it is very informative to recieve minutes and Actions in order to get a broader understaniding of the electricty market. It can be difficult to ascertain which elements are relevant to small suppliers. An information day specifically targeted at small suppliers relating to the role of IGG and how small suppliers can feed into this process would be useful Customer Satisfaction Survey Page 8 of 27

9 Question 8 Q8 How would you rate your dealings with the RMDS team generally? 2016 Customer Satisfaction Survey Page 9 of 27

10 Question Customer Satisfaction Survey Results Q9 If you do not attend the IGG Forum Meetings or Dial in to the IGG Conference Call we'd like to understand why. Is it because... We do attend or dial in when resources are available, however, as a small supplier, we cannot attend all meetings. Full attendance Time constraints and relevance of topics discussed result in our non-attendance at Forum Meetings We always attend Customer Satisfaction Survey Page 10 of 27

11 Question Customer Satisfaction Survey Results Q10 Documents for discussion are updated and uploaded to the RMDS website 1 week in advance of the Forum meeting. Is this sufficient time to review items in order to be in a position to add value and make decisions on the subject at that Forum meeting? Question 11 Q11 If No, please detail below how much time you feel is appropriate to make your contribution and views more valuable thus speeding up the decision making process. We'd like to see the presentations uploaded one week in advance also; this includes CER & ESBN presentations. 10 days For the most part, this is dependent on the level of detail. 28 days 2 Weeks. Often documents are not received in time, contrary to the statement above. there should be a rule that only items sent a week in advance can be discussed unless by exceptional approval of the forum on the day. it should be noted that all forum participants can be assumed to be busy with BAU and sending important documents a day or two before consideration at the forum is discourteous. Not all documents are uploaded a week in advance. it would be good if all contributors presented their slides one week in advance, not just the core presentation Customer Satisfaction Survey Page 11 of 27

12 Question Customer Satisfaction Survey Results Q12 RMDS Statistics In the context of progression of actions it would be useful to see stats in relation to actions e.g. how many were closed on time, lenght of time it took to close an action by partipant (suppliers, CER, ESBN, RMDS etc.) We should be looking year on year to reduce the time it takes to close actions. NO Question 13 Q13 GENERAL. Have you any other comments you would like to advise us about in relation to the services provided by RMDS?. We believe the services provided by RMDS are excellent. The main concerns we have with the IGG is the level of preparation carried out by participants and the follow up on agreed actions. 1. Forum minutes need to capture discussions more acurately 2. Clarity of actions 3. Follow up on due dates As a relatively new participant in the electricity market it has been difficult to locate specific information. Whilst the information is available on various websites in can be a 'needle in a haystack' experience. There does not appear to be any training, induction or refresher programs for participants in the electricity market. Any such programs would be very useful, particularly for small suppliers. NO It would be good to see the proposals in DRs/MCRs bottomed out quicker and proposed design being brought quicker to conclusion Customer Satisfaction Survey Page 12 of 27

13 Question Customer Satisfaction Survey Results Q14 How would you rate our Assurance Service Provider's (Gemserv) Co-ORDINATION of Market Assurance Processes/Activities in relation to: Question 15 Q15 How would you rate our Assurance Service Provider's (Gemserv) COMMUNICATION of Market Assurance Processes/Activities in relation to: 2016 Customer Satisfaction Survey Page 13 of 27

14 Question 16 Q16 In general, how satisfied are you with the current Assurance Body contracted by RMDS (Gemserv) to undertake Assurance activities on its behalf? Question 17 Q17 How would you rate RMDS in the Co-ORDINATION of Market Assurance Processes/Activities? 2016 Customer Satisfaction Survey Page 14 of 27

15 Question 18 Q18 How would you rate RMDS in the COMMUNICATION of Market Assurance Processes/Activities? 2016 Customer Satisfaction Survey Page 15 of 27

16 Market Design Question 19 Q19 Please answer the following questions in relation to Market Design. The change control process must be fundamentally reviewed with regards to how suppliers prioritisation is taken into account by ESBN. We suggest that all participant including ESBN complete impact assessment and that these assessments are taken into account in the prioritisation process Customer Satisfaction Survey Page 16 of 27

17 Question 20 Q20 How would you rate RMDS's role and expertise in the following Market Design Initiatives? Question 21 Q21 How would you rate RMDS's role and expertise during the following MMR Releases? 2016 Customer Satisfaction Survey Page 17 of 27

18 Question Customer Satisfaction Survey Results Q22 How would you rate RMDS's role and expertise during the recent Prioritisation Exercises for Schema Release 2016 and the Non-Schema Release 2016? See earlier comment for Q19 Turned out to be a pointless exercise and wasted many MPs time considering the outcome We note that the prioritisation was essentially decided by ESBN after the industry had prioritised on the assumption that if any further changes were proposed that the industry would be further consulted. this brings the process into disrepute and it needs to be reviewed. It appears that the prioritization exercise as a determinant of preference works well. The issue appears to be with the larger schema/non schema release process and regularity of process. the meetings Customer Satisfaction Survey Page 18 of 27

19 RMDS Website Question 23 Q23 How often do you use the RMDS Website Question 24 Q24 How would you rate the RMDS Website content? 2016 Customer Satisfaction Survey Page 19 of 27

20 Question Customer Satisfaction Survey Results Q25 The RMDS website contains a vast amount of information. How easy do you find it to navigate to the exact documents and content you were searching for? Question 26 Q26 How would you rate the speed at which the RMDS website is updated to reflect changes in and to the Market Design and other Information? 2016 Customer Satisfaction Survey Page 20 of 27

21 Question Customer Satisfaction Survey Results Q27 Please rate the following sections of the RMDS Website: Customer Satisfaction Survey Page 21 of 27

22 Question Customer Satisfaction Survey Results Q28 NEW RMDS Private Website. Please rate the RMDS private website based on the following questions:- 1 is Best, 5 is Worst. We have not been able to avail of this private website. Support in seeting up access would be appreciated. Therefore cannot really comment on the facility. Private site should be used sparingly and where clear justification has been established and agreed for its use in particular circumstances Customer Satisfaction Survey Page 22 of 27

23 Question Customer Satisfaction Survey Results Q29 Please rate the RMDS Outage Page and Process based on the following questions. 1 is Best, 5 is Worst. Question 30 Q30 How do you rate the following ESB Networks Services? 2016 Customer Satisfaction Survey Page 23 of 27

24 Question 31 Q31 Do you use the Eligible Customer File on the Extranet? Under Guidance from Jim Mahony in RMDS, we learnt that the Eligible Customer File contained the Serial Number which was not present in the Monthly Download. Unsure about this but would like to see transparency on both the electricity and gas side. the files downloaded from the secure file transfer service 2016 Customer Satisfaction Survey Page 24 of 27

25 Question 32 Q32 In relation to the Secure File Transfer System do you use the following: Customer Satisfaction Survey Page 25 of 27

26 General Feedback Question 33 Q33 GENERAL. Have you any further comments on the RMDS website and Services?(Please note that if you provide details that identify you this will remove the ability to keep your previous answers anonymous). The search functionality for change requests could be improved. Would like to be able to search under the status of changes such as those implemented/ on hold/ scheduled etc and by initiator Question 34 Q34 Do you have any other comments, suggestions or feedback you would like to pass on to the RMDS Team? Survey should be sent to updated IGG list as this survey was sent to a colleague who hasn't attended IGG in nearly 1.5 years. no 2016 Customer Satisfaction Survey Page 26 of 27

27 Customer Satisfaction Survey Page 27 of 27 June 2017