1. Supplier Liaison Meeting
4th May 2016
Tom Ballard
Jess Hawker Meadley

2. Overview Citizens Advice update Service statistics
Update on referrals project

3. Consumer Codes Project
We are currently in negotiations with Civica around the cost and scope of change
We fully intend to implement the recommendations from the previous report
This includes new detriment and scam fields and updates to the codes themselves
In addition we are talking to each connector supplier about updating the appropriate software

4. Future delivery
At the end of March 2017, the contract we have with our current contact centre supplier, for services across England and Wales, will come to an end
Our long-term goal has always been to integrate the consumer service into our wider network
We have been considering how we can best achieve this as we move forward
From April 2017 the consumer service will be delivered by a small number of Citizens Advice providers

5. Benefits
The ability to seamlessly link clients to advice and support in other areas they may require, for example debt advice
Integrating the knowledge and expertise of the wider Citizens Advice network into the consumer service and building stronger relationships
Greater opportunities for shared ownership of the service by delivery partners, who are part of our service, meaning that the provision of a good quality service to clients and partners will continue to be a priority

6. Approach to transition
Our overarching approach will be to make as few changes as possible initially to ensure a smooth transition. We do want to continue to improve and develop the service in discussion with you and phased in over time.
In practical terms, this means we will:
retain the existing technical infrastructure
continue to collect the current data set (and improve on this over time)
prioritise the continuation of all the existing referral protocols and data sharing obligations

7. Performance and quality
Our priority is to maintain:
Service levels and quality in line with existing Key Performance Indicators
Consumer and stakeholder confidence
To ensure this:
We will operate a robust application and selection process
The service will be delivered by paid staff
All frontline staff will complete our comprehensive training programme
We will have an enhanced quality management framework during transition
Engagement with you, and other stakeholders, will be critical

8. Communications and engagement
We’re committed to keeping you updated throughout the transition process and beyond. We’ll do this through:
Continued engagement through our existing working groups
Regular updates from us on progress and developments
A stand at CTSI conference where we’ll be on hand to answer questions
Partner engagement sessions across England and Wales in November 2017
Publication of a partner engagement pack prior to go live

9. Application process
We’ll run a robust selection process to select no more than eight Citizens Advice providers. Their performance will be managed robustly against a set of requirements, including KPIs relating to quality, consumer and partner satisfaction
It will be a four stage process:
Stage one - administrative information and evidence of current work with us
Stage two - response to detailed requirements, including current delivery
Stage three - presentations from shortlisted applicants
Stage four - site visits

10. Delivery model
The service will be divided into eight lots of different sizes as follows:
Two large lots - These will form the foundation of the service and deliver general consumer, energy and post advice across all current channels
Three medium lots - These will deliver general consumer advice via phone
Two small development lots - These will focus on general consumer service delivery and be available for applicants who haven’t delivered large scale telephone advice. They will be supported by the larger providers and Citizens Advice
One Welsh language lot

11. Application timeline Application activity Dates Stage one April 2016
Stage two
May - July 2016
Evaluation
August - October 2016
Awards
September - November 2016
Site visits
Transition commences
January 2017

12. If you need to contact us
us at:

13. Any questions?

14. Consumer service new suppliers
New referral partners on board:
GB Energy
Robin Hood Energy
New suppliers added on 1st May 2016:
Octopus
Simple Energy Scotland
Cardiff Energy Supply
Natural Gas

15. Consumer service stats

16. Contact volumes comparison 2014 - 2016
Tab comp on F:\Consumer Service Operations Team\2. General service delivery\8. Energy and Post\E&P data\Energy Liaison Data

17. Contact volumes comparison January - December
Month
2013
2014
2015
2016
January
6178
6345
7304
6076
February
6064
5851
7089
6263
March
5195
6377
6997
5976
April
6671
4717
6007
May
5293
7014
5706
June
4504
5565
5642
July
4851
6018
5961
August
4694
5350
5046
September
5451
6320
October
8107
6908
5929
November
6634
5864
5592
December
4288
6160
4687
F:\Consumer Service Operations Team\2. General service delivery\8. Energy and Post\E&P data\Energy Liaison Data

18. Forecasted volumes Month 2014 2015 2016 January 138% 111% 92% February
104%
109%
101%
March
119%
96%
86%
April
77%
113%
May
125%
72%
June
115%
90%
July
108%
93%
August
116%
80%
September
102%
84%
October
81%
November
83%
December
117%
82%
Dashboard

19. Trends
Quarter 3 Oct – Dec 15
Quarter 2 Jul – Sep 15
Quarter 1 Apr – Jun 15
Quarter 4 Jan – Mar 16
Back-Billing/Catchup Bill Received (1604)
Back-Billing/Catchup Bill Received (2606)
Back-Billing/Catchup Bill Received (2787)
How to change supplier (2021)
How to change supplier (1471)
How to change supplier (1819)
How to change supplier (1941)
Back-Billing/Catchup Bill Received (1927)
Customer Not Responsible for Bill/Debt (693)
Customer Not Responsible for Bill/Debt (1066)
Customer Not Responsible for Bill/Debt (1226)
Customer Not Responsible for Bill/Debt (873)
Failure to refund (455)
Meter Reading/Data collection (650)
Meter Reading/Data collection (831)
Connections/alterations of supply (461)
Failure to set up DD/DD at incorrect level (404)
Failure to set up DD/DD at incorrect level (590)
Meter Accuracy (701)
Meter Accuracy (439)
Meter Accuracy (402)
Meter Accuracy (582)
Failure to set up DD/DD at incorrect level (676)
Company Contact Details (non complaint purposes) (418)
Meter Reading/Data collection (380)
Connections/Alterations of Supply (563)
Failure to refund (662)
Meter Provision or exchange (384)
Meter provision or exchange (352)
Problems arising from contracts (542)
Connections/Alterations of Supply (632)
Failure to refund (381)
Connections/Alterations of Supply (317)
Meter provision or exchange (478)
New Bill not received/Frequency of Bills (569)
Meter reading/data collection (379)
New Bill not received/Frequency of Bills (308)
Failure to refund (461)
Meter provision or exchange (528)
Problems arising from contracts (346)
F:\Consumer Service Operations Team\11. MI- Performance stats and dashboards\GB Performance stats\

20. Referral volumes against contacts 2015 - present
Referrals tab F:\Consumer Service Operations Team\2. General service delivery\8. Energy and Post\E&P data\Energy Liaison Data

21. Referral volumes April 2015 - March 2016
Referrals tab F:\Consumer Service Operations Team\2. General service delivery\8. Energy and Post\E&P data\Energy Liaison Data

22. Company referral review

23. Company referrals review
In the October meeting we proposed to increase company referrals to include all cases relating to erroneous transfer and marketing issues
In the last meeting we discussed:
Monitoring use of the marketing and erroneous transfer codes
Reviewing referral definition
Operational delays

24. Company referrals review
As discussed in the previous meetings. The intention of the referrals review is help clients and suppliers find resolution to issues faster.
There is no change to EHU, Ombudsman Services or Trading Standards referrals
No change to definition of codes used

25. Update since last meeting
Circulated a briefing that has not yet been sent to advisors
Reviewed the company referrals process and circulated
Formalised the usage of primary and secondary company as of 1st April
Company contacted field is now a mandatory field as of 1st April
Began change process for our case management system to give a prompt to advisors for company contacted
Began case audits to ensure EHU and OS:e referrals are not missed these will continue until process is embedded and evaluated

26. Primary and Secondary company field
On the case management system there is space for the primary and secondary company to be recorded
Referrals are made to the primary company
We formalised the process of which company is recorded in each field
As of the 1st April in cases where there are two suppliers
The primary company is the company the client is moving to
The secondary company is the supplier the client is moving from

27. Company Contacted field
On the case management system there is a field to record whether the relevant company has been contacted
The field has a drop down menu with a “Yes” or “No” option
We have made it mandatory for data quality to complete this field on all calls
Contact is the client’s attempt at contact regardless of success
Completion of this field gives us data to help with further referral reviews

28. Company Contacted field
As of the 1st April the field will be selected
Yes if the client has contacted the relevant supplier
No if the client has not contacted the company or not provided that information. This could also be selected if it is a legacy case.

29. Case audits
Since the 1st April all cases coded with the relevant issue codes have been audited
The aim of the audit is to ensure:
Correct issue codes are used
The advisor has asked enough questions
No potential referrals are missed
Any vulnerable clients are identified

30. Case audits
Case audits take place weekly with results being sent through to consumer service operations for review
Audits will continue until the process is live and evaluated
The audit outcomes are reviewed and feedback given to individual advisors as well as being used to provide training to the team as a whole

31. Company referrals review impact
These figures are taken prior to the circulation of the definition of primary and secondary supplier
The impact will vary between companies based on a number of factors including case volumes
Due to the nature of the analysis some of the cases included in these figures will belong to companies without a referral pathway
If you would like to know the figures for your company please contact
TR03, MA01, MA02, MA03, MA04, MA05

32. Company referrals review impact
Looking at the cases coded with erroneous transfer or marketing issues codes for the quarter just completed
January
February
March
Cases with the relevant codes
103 99
107
Case with relevant issue codes not currently referred 46 45 43
Total referrals of all cases
251
208
211
Total increase
18.3%
21.6%
20.3%
TR03, MA01, MA02, MA03, MA04, MA05

33. Company referrals review - timeline
Completed
May
June
July
Draft briefing and process X
Update to company definitions
Case audits
Briefing and process agreed
Shared with advisors
Go live
Evaluation

34. Company referrals review next steps
Take feedback and comments from today and integrate into briefing and process
Continue to audit cases with relevant issue codes
Agree updated briefing and process and go live date and share with suppliers and advisors
Go live
Evaluate impact
Finish case audits once process is embedded

35. Presented by: Tom Ballard and Jess Hawker Meadley Date: 4th May 2016