1. MOSL industry switch testing workshop
Grand Connaught Rooms
8 February 2017

2. Item
Description
Who
Time 1.
Tea and coffee
All
09:30-10:00 2.
Welcome and introduction
Objectives for the day
Think about major ‘day two’ concerns
Tom Notman
10:00-10:10 3.
The switching process
The key components of switching
CMOS switching walkthrough
Stephen Winnie
10:10-10:45 4.
Participants’ switching experiences
Participant presentations
Participants
10:45-11:30 5.
Break
11:30-11:45 6.
Participants’ switching experiences (continued)
What has been completed so far – progress against plans
What we plan to achieve before go-live
What will give the market confidence in the process?
Major switching-related concerns for ‘day two’ – the ‘unhappy path’ outcomes
Portfolio Managers
11:45-12:30 7.
Workshop: test scenarios
Scenarios to cover the breadth and depth of sites that may switch
12:30-13:00 8.
Lunch
13:00-13:30 9.
Workshop: test scenarios (continued)
Scenarios to address data areas of concern
13:30-14:30
10.
Workshop: the impact of switching on service issues
Site/service combinations
What data is needed for CMOS
Implications of poor data – what could go wrong?
Potential problems and where you will need MOSL’s input – and why
Sara Lacey
14:30-15:00
11.
Impact of switching on the customer journey
E.g. resolving multi-year, multi-party charging errors
15:00-15:30
12.
Roundup and next steps
Summarise what we’ve agreed today
Creation of personas and scenarios
Link to customer journey work
Introducing Custerian
Nicola Collister
15:30-16:00

3. Welcome and introduction
Tom Notman

4. Objectives for the day
To assure the industry that MPs and the system have the capability to switch
To arrive at a set of common scenarios and an approach that we can all agree on
To identify issues with the end-to-end process before impacting the end customer after go-live
To allow MPs to practice managing customer journeys (potentially with workarounds)
Test switching with real data
Support new entrants who may not have an opportunity to test in CMOS
Ensure best use is made of remaining time, while minimising duplication and gaps

5. The major ‘day two’ concerns
One of the things we will be coming back to later in the day is your ‘day two’ concerns for how we recover from things going wrong – the unhappy pathway
Please consider what are your key day two concerns?

6. Switch testing work to date
Many MPs are already working together on testing but in ‘silos’
Portsmouth/Castle Water and Sutton and East Surrey are looking to do this already on the 13 or 20 February
Pennon and W2B business are also looking to work together to complete a switching process end-to-end
Business Stream and NWL
Further confirmation by PFMs underway
PFMs have been working with new entrants to support and coordinate
PFMs recently set-up in CMOS MPS environment to act as wholesaler for new entrant retailers without data
Working on switch test scripts
Date in diary to switch test with new entrants

7. The switching process
Stephen Winnie

8. The key components of switching
Retailers must have a specific contract for the area in question
Customer finds new retailer (or retailer finds unhappy customer)
Retailer identifies the relevant SPIDS that are in the market (and any that aren’t)
Retailer makes sure they have ALL of the relevant SPIDS
Customer and retailer agree transfer date and arrange meter readings
Retailer identifies any anomalies in each water (and/or sewerage) SPID
Retailer initiates T108 transaction (6-20 business days ahead)
Time passes – both retailers have the opportunity to cancel the switch according to set rules and reasons. If cancelled, transaction stops there
The switch happens
Transfer reads are taken and submitted within two business days of the date the read was taken
Billing cycle starts
Customer and retailer live happily ever after! or at least for the next 6 days until the next switch request is enacted!

9. The key components of switching
CSD0102
T108.R by incoming Retailer to initiate the process
T108.M generated and sent to Retailers and Wholesaler
Within 1 BD, CMOS creates and distributes to Incoming Retailer (28 trans)
CSD0102 section
T112.M T132.M T149.M T152.M T153.M T154.M T133.M T156.M T157.M T163.M T139.M T140.M T144.M T145.M T147.M T158.M T159.M T129.M T138.M T150.M T104.M T136.M T160.M T121.M T123.M T168.M T128.M T167.M
Additionally there are a number of meter detail transactions passed to the Incoming Retailer.
CSD0102 section
Within 2BD of the date of transfer
T105.R submitted by Incoming Retailer to record the Transfer read
T125.R submitted by Incoming Retailer to update DPID volumes

10. The key components of switching
Cancellation
CSD0103
T110.R submitted by either Outgoing or Incoming Retailer – controlled by rules
T111.M generated and sent to both Retailers and Wholesaler
CSD0301
T110.R
D4005 Cancellation Code Required.
Can only be DEBT, CON or SELF if from retailer
Can only be SPERR or NOCON if from Incoming Retailer

11. Standard Switching

12. Standard
Switching

13. Cancellation

14. Over to CMOS…..
CMOS switching walkthrough

15. Participants’ switching experiences
Discussion session

16. Participants’ plans and experiences to date
Bristol Water
United Utilities
South West Water
Wessex Water
Others??

17. Bristol Water

18. Bristol Water Wholesaler scenarios
Single/multiple site(s) switch, which runs successfully
Single/multiple site(s) switch, with a cancellation
Switching of a single service – potable
Switching of a single service – sewerage
Retailer scenarios with wholesaler support
Single site and single meter
Single SPID and multiple meters
Single SPID with meter networks with market meters
Single SPID with meter networks, including non-market meters
SPIDs on different service component types (un-measured, special agreements, etc.)

19. United Utilities Switches where there may be data accuracy issues
Switches where there are outstanding service requests
Switches involving a sensitive customer
Switches where there is no wholesale-retail contract in place
Switches with a high volume of SPIDs
Switches where there are GSS payments outstanding
Erroneous transfers

20. South West Water - wholesaler
Switch water/sewerage customer from PWS – W2B, SWW area
Switch water only customer (Bournemouth Water) from PWS – W2B
Switch TE customer from PWS – W2B, SWW area
Switch water/sewerage customer from W2B – PWS, Wessex and Bristol Water areas
Switch water only customers from W2B – PWS, Wessex area
Switch water/sewerage customer from PWS – W2B, water component only
Switch water/sewerage customer from PWS – W2B, sewerage component only
Switch water/sewerage customer from W2B – PWS, water component only, Wessex and Bristol Water areas
Switch water/sewerage customer from W2B – PWS, sewerage component only, Wessex area

21. South West Water - retailer
Incoming retailer scenario
Cancelling the T108.R (registration transfer) manually using the ‘no contract’ cancellation code
Cancelling the T108.R manually using the ‘SPID error’ cancellation code
Submitting T108.R and T105.R transactions for a measured SPID manually
Submitting two T108.R transactions for linked water and sewerage SPIDs manually
Outgoing retailer scenario
Cancelling a T108.R (registration transfer) manually using the ‘outstanding debt’ cancellation code
Processing a T108.M and T105.M transaction related to a T108.R manually

22. Wessex Water Incoming retailer scenarios
New customer switching from ‘X retailer’ to incumbent retailer
(single site/multiple sites/single service/all services)
New customer switching from ‘X retailer’ to incumbent retailer (water/sewerage with two wholesalers)
Existing customer switching new site from ‘X retailer’ to incumbent retailer (single service/all services)
Cancellation of switching from ‘X retailer’ to incumbent retailer
Outgoing retailers scenarios
Existing customer switching all sites from incumbent retailer to ‘X retailer’ (single service/all services)
Existing customer switching from ‘X retailer’ to incumbent retailer (water/sewerage with two wholesalers)
Existing customer switching one site from incumbent retailer to ‘X retailer’ (single service/all services)
Cancellation of switching from incumbent retailer to ‘X retailer’

23. Break (15 minutes)

24. Participants’ switching experiences (continued)
Portfolio Managers

25. Switch testing – proposed approach
Focused on end-to-end customer journeys, consider perspective of end-user
Hold workshop to broaden understanding and agree the combined approach
Inclusive and open to all MPs, incumbents, new entrants
Efficient, share test coverage to minimise time impact on all organisations
Collaborative - reporting, industry calls, sharing lessons, defect prioritisation
Test in MP test environment (MPS_2)
Use real MP data where possible but with MOSL Test data available if required.
Tailor testing to known MP data issues (David analysis stream 2, phase 2)
Flexible
Understand MPs all at different stages now with different existing testing work
Attempt to align with existing testing plans where possible
Optional – MPs encouraged to participate can’t be mandatory at this stage

26. “I switch” MOSL customer journeys – focus on 1, 8 and 9#
MOSL Activity
Actors
End Cust Impact?
End Customer Journey 1
Transfer
MPs, End Customer
Yes
I Switch 2
Metering and Settlement
I Consume
I provide meter read 3
New Connections
(including Gap site process)
MPs, Third Parties, Accredited Entities, End Customer
I Build
I Switch (on Gap site) 4
Disconnecting and reconnecting
I have to be in
My services stop / start 5
Keeping things up to date
Indirect
I change my details 6
Network Maintenance and incidents
I am notified proactively
I am notified reactively
My services are disrupted 7
Queries and complaints
MPs
End Customers - SLAs
I want information
I have been impacted
I want compensation 8
Market Entry (including Bulk Transfer on Exit)
I Switch (on Exit)
I want info on Retailer options 9
Mergers, acquisitions, sales and insolvencies
I Switch (on MP change)

27. MOSL Proposed “I switch” scenarios and variants

28. Simplified CMOS Data Model
Eligibility
Switching
Primary data items
Consider this when coming up with vairants
What data elements are being considered?
Based on what we’ve heard?
Consumption

29. Simplified CMOS Data Model
Eligibility
Switching
Consumption

30. MOSL Proposed “I switch” scenarios and variants
Characteristics
Switch during
Tenancy Change
Add these into the variants for testing
Characteristics of SPID – level at which do switching
SPID Data for the different scenarios, given characteristics of the SPID
- paired, unpaired, correctly incorrectly
Characterisitics (of Primary data)
Eg how will METER NETWORKS effect switch?
DPIDs
Surface Water Drainage – service component, ensure these transfer
Public Health Info
Process
Outstanding Service request
GSS payment outstanding
W-R contract Set-up
Erroneous Transfer
What about impact on Settlement and Market Performance Reporting / standards? (non-customer impact but reporting)
Characteristics to consider
Switch paired SPIDs from different Wholesalers so that they align on the incumbent Water retailer
Switch paired SPIDs from different Wholesalers so that they align on the incumbent Sewerage retailer
Switch paired SPIDs from different Wholesalers so that they both end up with a new retailer
Switch both paired SPIDs from the same Wholesaler a new retailer
Switch the Water SPID from a paired SPID at the same Wholesaler to a new retailer
Switch the Sewerage SPID from a paired SPID at the same Wholesaler to a new retailer
Switch the Water SPID and the Sewerage SPID from a paired SPID at the same Wholesaler to different retailers on the same day
Switch the Water SPID and the Sewerage SPID from a paired SPID at the same Wholesaler to different retailers on the same day and have the outgoing retailer reject the Water
Switch the Water SPID and the Sewerage SPID from a paired SPID at the same Wholesaler to different retailers on the same day and have the outgoing retailer reject Sewerage
Switch SPIDs with meter networks
Switch SPIDs with a meter network and don’t provide the read from the meter network data owner
Switch SPIDs with Landlord SPIDs
Switch Landlord SPIDs
Switch SPIDs that are linked to non-market meters
Switch SPIDs that have TE associated
Switch SPIDs and don’t provide the T105 reading from the incoming retailer
Switch SPIDs where there is more than one meter installed
Switch SPIDs where there is more than one meter installed and only submit the T105 for one of the meters
Switch assessed SPIDs

31. MOSL Proposed “I switch” scenarios and variants
Characteristics
Switch during
Tenancy Change

32. Workshop: test scenarios

33. What will give the market confidence in the process?

34. Scenarios to cover the breadth and depth of sites that may switch
Switches where there may be data accuracy issues
Switches where there are outstanding service requests
Switches involving a sensitive customer
Switches where there is no wholesale-retail contract in place
Switches with a high volume of SPIDs
Switches where there are GSS payments outstanding
Erroneous transfers
Switching of a single service – potable
Switching of a single service – sewerage
Single/multiple site switch which runs successfully
Single/multiple site switch with a cancellation

35. Retailer specific scenarios requiring wholesaler support
Single site/single meter switching
Single SPID/multiple meters switching
Single SPID with meter networks with markets meters
Single SPID with meter networks which includes non-market meters
SPIDs on different service component types (un-measured, special arrangements, etc.)

36. Incoming retailer scenarios
Incoming retailer: cancelling a T108.R (registration transfer) manually using the ‘no contract’ cancellation code
Incoming retailer: cancelling the T108.R manually using the ‘SPID error’ cancellation code
Incoming retailer: submitting T108.R and T105.R transactions for a measured SPID manually
Incoming retailer: submitting two T108.R transactions for linked water and sewerage SPIDs manually
Incoming retailer: new customer switching from ‘X retailer’ to incumbent retailer (single site/multiple sites/single service/all services)
Incoming retailer: new customer switching from ‘X retailer’ to incumbent retailer (water/sewerage with two wholesalers)
Incoming retailer: existing customer switching new site from ‘X retailer’ to incumbent retailer (single service/all services)
Incoming retailer: cancellation of switching from ‘X retailer’ to incumbent retailer

37. Outgoing retailer scenarios
Outgoing retailer: cancelling a T108.R (registration transfer) manually using the ‘outstanding debt’ cancellation code
Outgoing retailer: processing a T108.M and T105.M transaction related to a T108.R manually
Outgoing retailer: existing customers switching all sites from incumbent retailer to ‘X retailer’ (single service/all services)
Outgoing retailer: existing customer switching from ‘X retailer’ to incumbent retailer (water/sewerage with two wholesalers)
Outgoing retailer: existing customer switching one site from incumbent retailer to ‘X retailer’ (single service/all services)
Outgoing retailer: cancellation of switching from incumbent retailer to ‘X retailer’

38. Trade effluent scenarios
In area:
Switch of TE customers from wholesaler to retailer (water only)
Switch of TE customers from wholesaler to retailer (sewerage only)
Switch of TE customers from wholesaler to retailer (water and sewerage)
Out of area:

39. Lunch

40. Workshop: test scenarios (continued)

41. Scenarios to address data areas of concern

42. Workshop: The impact of switching on service issues
Sara Lacey

43. Switching concerns
What are the end customer service risks from switching?
What type of switching events do you think will lead to service requests for MOSL?
Implications of poor data – what could go wrong?
What data concerns you for CMOS?

44. Impact of switching on the customer journey
Sara Lacey

45. ‘Day 2’ ongoing operations: major switching concerns
The ‘unhappy path’ may expose complex issues; how can the impact of ‘day 2’ operational issues be reduced? Some example scenarios to consider:
Customer switch identifies existing data error (SPID pair or meter network issue) and exposes a multi-year, multi-participant customer rebate and additional multi-year, multi-participant customer under-billing
Customer has complex trade effluent treatment plan and/or meter requirements that are outside the wholesaler-retailer license terms
Retailer does not understand customer’s complex meter network
Incident communications across the switch period: unplanned supply change, drinking water quality, customer unconsented discharge
Gap site identifies an illegal connection, however this is a sensitive customer
Retailer erroneously puts high volume of customer switches through CMOS
High profile incorrect customer billing
Self-supply retailer new site pre-dated switch disrupted when sale collapses
Non-standard sundry services including pre-switch e.g. retailer wants technical support to verify expected impact of its recommended changes
Can your teams support these? What MOSL support might you need?
What other complex challenges might you need MOSL support for on “Day 2”?

46. Roundup and next steps
Tom Notman
Nicola Collister

47. In summary… What have we agreed today?
Creation of personas and scenarios

48. Introducing Custerian
Customer Journey Work

49. Any questions?

50. Thank you for coming!