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Transcript of Xoserve 160mm book
Xoserve_CMS_160mm_booklet_v4.indd 1 09/11/2012 15:06
An introduction to the new Contract Management Service from Chris J Murray Chief Executive Officer
At Xoserve, our goal is to provide reliable, user-friendly systems which help you do
your job accurately and efficiently.
So we’d like to introduce the Contact Management Service, a new and improved system that we’ve
developed to replace the old ConQuest system.
The job of the Contact Management Service is to link you rapidly, directly and transparently with the
other gas industry organisations involved in the resolution of contacts.
The system will make your life easier in the here-and-now – and evolve to meet the
changes in the industry over the coming months and years.
Please read on to find out more.
Introducing the new
Contact Management Service
2
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A collaborative development process
To develop the new service, we involved our gas industry partners at all stages of the design process.
This approach was particularly appropriate in view of the fact that the Contact Management Service is
intended to foster more effective collaboration between the organisations involved in the gas industry.
The results are twofold. Firstly, we hope you’ll agree that the technology offered by the new system
is a big leap forward from the previous system. And secondly, we have made efforts to simplify and
streamline procedures, techniques and mechanisms so that contacts are resolved more efficiently.
Here are the four key aspects of the development process:
• Investments in industry-leading technology
• Consultations with our customers to meet their requirements from the system
• Collaboration with our infrastructure and application partners at every stage of the design process
• Identification and implementation of process and user-experience improvements with the help of process experts.
3
Did You Know?
We will process around 300kcontacts over the next 12 months
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Working Faster Working SmarterWorking Together
4
I initially felt that I would have difficulties getting to grips
with the new System but to my surprise I found that I
became comfortable with the way it works within a short
space of time. I found the Contact Management Service
screens practical and logical to use and this helped me
pick up what I wanted to achieve with ease.
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5
What happens next?
The new service will be rolled out as follows:
Thursday 25th October 2012: ‘Train The Trainer’ training sessions commence
Friday 26th October 2012: User profile details collated
Friday 9th November 2012: User I.D.s and Passwords sent to registered Users
Wednesday 21st November 2012: ‘Train The Trainer’ training sessions end
Friday 23rd November 2012: Phase 1 set of queries cease to enter ConQuest
(see table on back page)
Monday 26th November 2012: Contact Management Service launched
Monday 25th February 2013: Phase 2 processes introduced to the Contact Management Service
Did You Know?
We facilitate 2.5 million supply point switches every year
Xoserve_CMS_160mm_booklet_v4.indd 5 09/11/2012 15:06
6
Did You Know?We process £4 billion worth of invoices per year
Get in touch
We are proud of the new-look Contact Management Serviceand we hope that it provides you with an all-round improved user experience. If you have any feedback about the system, or any questions you’d like us to answer, please email us at [email protected]
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7
How do ‘Contacts’ take place with the new system?
The definition of a ‘contact’ is “an interaction between two parties”.
With the new Contact Management Service this interaction can take three different forms:
ENQUIRY REPLY
CHALLENGE RESOLUTION
REQUEST RESPONSE
The different contact types, and the way in which they are administered, are subject to agreed
service-level agreements. These are:
Did You Know?
We receive 26,000 calls to our call centre, every month
DATA AMEND SERVICEContacts within this service request either an update to,
or a challenge of, the data held on our source systems.
INVOICING SERVICE This service applies to challenging data or
the charges contained within an invoice.
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What else does the new service offer?
• The new service has been designed to be easy to use – tasks are simple to perform
and information is placed at your fingertips
• With a little instruction, you can start using the system straight way – there’s no need
for hefty user manuals or time-consuming training courses
• Safeguards have been built into the system to provide alerts if you make an error while
performing a particular task
• The system lets you track the journey of a contact from the start to the end of the process
• If you feel that your contact has not been resolved correctly, you can quickly return it
and we will investigate
• You will enjoy access to several useful information resources through the system,
including our helpful Contacts Explained Guide.
Did You Know?The M number helpline
handles 640k enquiries per
year from domestic gas
consumers
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Did You Know?
There were 92k new meter points created during the last 12 months
5 key benefits of the new system
User friendly - it’s intuitive, it’s logical, it’s easy to use
Direct - point-to-point communications which link all organisations together
Rapid - the speed of resolution is quick; the chain of communications is fast
Transparent - the lifecycle of a contact is traceable from start to finish
Secure - data is protected by stringent security controls
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Did You Know?We source information from
around 15,000 meters every
day and develop over 500separate algorithm profiles
each year.
What users say about the system
In September and October 2012, some of our customers and Xoserve staff trialled the new system. Here’s some of their feedback:
‘I am really impressed with the new system and how easy it is to use’
‘The system is so comprehensive and quick. Vastly more intelligent than the old ConQuest’
‘This will now be a lot quicker than ConQuest and is a lot more user friendly’
‘An excellent tool with some much-needed upgrades’
‘I was relieved to see how simple the system was to use’
‘The new system will save time and be more user friendly’
‘Looks a good system. Looking forward to using it’
‘The system is much improved and looks like it will work very well’
Xoserve_CMS_160mm_booklet_v4.indd 10 09/11/2012 15:06
11
FAQs
Q. Is ConQuest still going to be available from 26th November?
A. From 26th November, you will still have access to ConQuest to view queries raised on that system.
But you will not be able to raise the Contact Codes that are part of the Phase 1 release (see separate table).
When we are due to decommission ConQuest in 2013, we will let you know in advance.
Q. What happens to the queries that have been raised on ConQuest prior to 26th November?
A. They will still be processed to a conclusion on ConQuest, but there may be a 24-hour delay
in the transmission of that via the new QCL file. When the query is resolved it will also migrate
to the archive area of the new Contact Management Service (a copy will be retained in the
ConQuest system).
Q. Where can I find the training material for this Contact Management Service?
A. You can locate the e-Learning modules and the User Guides on the Xoserve.com site. These and
other reference material can be found under ‘Our Systems’ by selecting either ‘Access Controls’ and/or
‘Contact Management’. Alternatively you can find what you are looking for by using the following links.
http://www.xoserve.com/index.php/our-systems/cm/
http://www.xoserve.com/index.php/our-systems/ac/
Q. During what hours is the system available?
A. The Contact Management Service is available from 07.00 to 24.00.
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Phase 1 contacts flow in from 26/11/12 •
Phase 2 processes introduced February 2013 •
Closed conquest queries archived •• Phase 1 queries stop
• Open queries resolved
• Phase 2 processes continue until February 2013
• Decomission date TBC
CONQUEST
NOVEMBER
2012
MARCH
2013
Phase 1
Address Amendment ADD & UNC
Meter Number Creation MNC & FOM
Generic Invoicing GIC
Generic Operational Contacts
TYP / AGG / APP / ENQ / PSI / DMR / AQQ (SOQ SQQ AQQ) FLE (CNQ NOM PAM)
Daily Meter Query DMQ
Isolation Requests ISO
Prime & Sub Meter Set up PRS
Duplicate Meter DUP
Request For Adjustments CDQ / RFA
Phase 2
Erroneous ConfirmationECO (formerly known as MOD517)
Prime & Sub Meter Action PSA
Must Read Requests MUR
Theft of Gas ToG
Filter Failure Requests USRV
PROCESSES IN SCOPE
© Copyright Xoserve Limited 2012 - All Rights Reserved
Xoserve Limited. Registered Office 1-3 Strand, London WC2N 5EH.
Registered in England and Wales. Company No. 5046877
VAT Registration No. 851 6025 43
Xoserve_CMS_160mm_booklet_v4.indd 12 09/11/2012 15:06