DCC OPERATIONS UPDATE

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1 DCC OPERATIONS UPDATE 02 February 2016 Dave Broady Operations Director, Smart DCC DCC Public

Service Desk Core Team All staff trained by DCC 100% Availability in year up to 31 December 2015 SD has gained ISO 27001 1 T&D 1 Team Certification of Registration 12 Analysts Manager Leader 7708 1

2 Service Desk Core Team All staff trained by DCC 100% Availability in year up to 31 December 2015 SD has gained ISO T&D 1 Team Certification of Registration 12 Analysts Manager Leader Manager s SMKI Registration organisations and individuals are authorised to get the credentials that will allow them to obtain the SMKI certificates which are needed for both test and live services. Applications received: 9Large Suppliers 7Network Parties 7Other Gateway Connections Launched 26 th January as per SEC H15 65 Connections forms received Prototype CH for Testing Parties can order Prototype Comms Hubs to conduct the Endto-End testing in a CSP or remote test labs. Applications received: 6Large Suppliers 1Small Supplier 39 quotations accepted 4 Installations Pending Remote Test Labs Remote test labs allow Parties to conduct End-to-End testing from a location of their choice rather than using the CSP test labs. Applications received: 5Large Suppliers 33 Connections Completed 390 Calls 447 Nominated Contacts established since January Lead operational contacts established for SEC Parties DCC Public 2

3 Augmenting SEC obligations with Operational Readiness input Service Management System Platform build progressing well. Attention on SSI training Service Management Forums Ongoing opportunity for SEC Parties to help shape DCC services and capabilities Operational and Business Acceptance Testing Proving that systems and services are fit for purpose Verification of Process Post live checks plus possible DECC Consultation on Enhanced Tech Support SEC Obligations Customer Journeys Transposing SEC obligations into Service Interworking guides Operational Reporting Providing operational information to assist Users in Go Live Foundation Learning DCC recommendations to maximise Right First Time installs Service and Operational Readiness Program Ensuring User facing services are adequately scaled in the DCC. Consultation on Demand Management, Installer Training plans developed DCC Public 3

User Customer Support New supplier confirms New supplier sends Consumer decides to Consumer contacts new validates customer details contract with the notification to respective change energy supplier

with a specific advice on best deals switching site and usage if available and T&Cs start date A B C D E Registration Data Providers submit daily update to DCC K New Supplier sends SR6.

receives DCC alert N27 and performs final CoS read AG Refer to CoS journey for full details of key DCC steps and processes M DCC receives SR6.

original request including look up to registration database N New supplier is able to request opening read from meter device AC Consumer receives final bill from losing supplier AI Electricity

place. If losing informs both suppliers of loss of consumer.

incident relating to the fault in the CH No objection R T New incident New supplier receives specific DCC error Generate message to indicate New supplier checks SSI New supplier confirms

23 for open incident for CH Open there is an open incident response code as per incident O P DUIS or DCC Alert N26 Q S Successful New supplier closes CH incident on SSI (where applicable if the

incident management process) Losing supplier is able to check status of the incident on SSI at anytime during the journey X The incident originator will be able to see the status of the incident

4 User Customer Support New supplier confirms New supplier sends Consumer decides to Consumer contacts new validates customer details contract with the notification to respective change energy supplier supplier either direct (by including MPAN consumer in writing the Network Operator (gas or following marketing or phone, online) or via a (electricity) MPRN (gas) switch including tariffs electric) with a specific advice on best deals switching site and usage if available and T&Cs start date A B C D E Registration Data Providers submit daily update to DCC K New Supplier sends SR6.23 to instigate change of security credentials on devic es L Z New supplier receives acknowledgement Complete DCC key steps and processes (refer to CoS DCC user to DCC user) AA Losing supplier receives DCC alert N27 and performs final CoS read AG Refer to CoS journey for full details of key DCC steps and processes M DCC receives SR6.23 New supplier receives service response confirming success of Change of Security credentials AB Losing supplier follows industry process to complete the CoS event AH DCC performs access control on original request including look up to registration database N New supplier is able to request opening read from meter device AC Consumer receives final bill from losing supplier AI Electricity Network Operator updates electricity registration database F G Xoserve updates the gas registration database The respective Objection process registration system Losing supplier is notified takes place. If losing informs both suppliers of loss of consumer. Able supplier is able to of change in customer to contest the switch and object then CoS is status follows existing processes cancelled and does H I J not go ahead New supplier cannot find the incident relating to the fault in the CH No objection R T New incident New supplier receives specific DCC error Generate message to indicate New supplier checks SSI New supplier confirms acknowledgement Fail failure of SR6.23 for open incident for CH Open there is an open incident response code as per incident O P DUIS or DCC Alert N26 Q S Successful New supplier closes CH incident on SSI (where applicable if the incident exists) AD New supplier follows industry process to complete the CoS configuration AE Consumer receives welcome pack from new supplier AF New supplier raises new incident on SSI (follow incident management process) Losing supplier is able to check status of the incident on SSI at anytime during the journey X The incident originator will be able to see the status of the incident Objection resolved Y AJ New supplier raises a new incident on SSI and makes a note about existing open incident U V SSI validates User SSI validates User New Supplier undertakes site visit to check CH as instructed by the CSP via the SSI as per CH Maintenance Support W Material Engineer resolves CH issue Customer Journeys Smart Meter Installation User Entry Checklist Comms Hub Lifecycle Change of Supplier No comms available/faulty CH Change of Supplier Security registration Other customer journeys being assembled include CH Product recall, Mass firmware roll-out, SEC Party suspension, CH exceptions, Anomaly detection, Demand Management DCC Public 4

5 Operational Readiness underpins Release1.X services Service Readiness Progress to Date Release 1.0 Release 1.1 Release 1.2 Release 1.3 SMKI Registration Gateway Ordering Gateway Configuration CH Forecasting & Ordering SM WAN Coverage Nominated Contacts Parse & Correlate (Beta) Incident Management SMKI Test Certificates DCCKI Registration SREPT Gateway Performance Reporting OMS Pt1 SMKI Live Certificates Test Remedy & SSI Gateway Cancellation & Renewal Pre UIT Testing Parse & Correlate CH Operational Testing Acceptance CH Remote Monitoring & Management User Entry Process Testing SM Inventory & Device Management Gateway Relocation, Replacement & Amendment CH Installation Training SMWAN Connectivity, Security & Coverage Upgrade DUIS Service Request & Alerts Full Reporting Capability Full Functionality Prepayment Full Functionality Export Metering Remedy Full Install & Commissioning ability Certified Product Automation Full Anomaly Detection Full Alert Capability Full Service Request & User Case Capability SMKI Recovery Ongoing Operational Readiness activities that enable Service Readiness Operational Readiness Customer Journeys and Use Cases BCDR Business Hours Service Desk Manual Processes BCDR Problem Management Ready Demand Management Scenarios Release Operating Model Defined Full Incident Management Capability Ready Verifications of Process Manual Workarounds Ops SH lifecycle Modelling E2E Transition Approach User Reporting Packs Service Benchmarking Interim Data Integrity Checks War Room CH Returns Reconciliation Knowledge Management 24*7 Service Desk Defect Management Service Management Nominees Data Integrity Checks Industry Contact Management Capacity Management Forecasting Performance Management Reporting Catalogue DCC Public 5

6 Demand Management (DM) Service Requests SERVICE REQUEST PROFILE RISK 80 EFFICIENT CAPACITY UTILISATION Service User A Service User B Service User C Service User A Service User B Service User C Similarity of demand profiles poses a risk to DCC System Ops may take defensive measures Policy on resource allocation subject to consultation Build Demand intelligence into User business processes 1. Scheduled SRs are less onerous than On-Demand 2. Retain process flexibility to shift/fragment SR peaks 3. DCC will measure User SR volumes by type from R1.3 Please help DCC avoid unnecessary capacity enhancement spend, and risk of DM invocation DCC Public 6

Service Readiness Progress to date Tier 1 Services User Entry Services 14 Services currently live All enduring services ready for OAT/BAT at end April 2016 Product Core Comms & Elective Services Key

Docs Service Levels Reporting Use Cases Work Instructions User Guide Requirements 76% Design 34% Testing 29% Transition 29% Test Approach Test Scenarios Test Execution Defect Management Requirements

7 Service Readiness Progress to date Tier 1 Services User Entry Services 14 Services currently live All enduring services ready for OAT/BAT at end April 2016 Product Core Comms & Elective Services Key Infrastructure Services Comms Hub Services Optional Data & Elective Services Service Management Business Services Reporting Services 127 sub-services in total SEC Licence Contracts SEC Subsidiary Docs Service Levels Reporting Use Cases Work Instructions User Guide Requirements 76% Design 34% Testing 29% Transition 29% Test Approach Test Scenarios Test Execution Defect Management Requirements Traceability Training User Release Notes System Readiness Process Readiness Data Readiness Requirements Service Design document Test plans Transition plans Test Results Security Services Transition Checklist Testing Services Notes: % figures indicates progress made to date Service drop is the logical grouping of the 127 sub services for optimal delivery These figures do not take into account the size and complexity for each service drop Operational Acceptance Board DCC Public 7

8 Conceptual Comms Hub lifecycle High level sequence Charges activity High level sequence Charges impact DCC Public 8

9 Building in adequate CH charging assurance DCC Public 9

Incident management handling at Release 1.

& ASSIGNMENT RESOLUTION & CLOSURE USER 1. SMKI 2. 3. 4. 5. 278.

estate User completes Self Help checks SSI Assignment Manual SD Triage

the fix Undertake any requested activities User Validation that Incident is

Resolution Other Incidents User completes Self Help checks Email Assignment

10 Incident management handling at Release 1.2 INCIDENT MGT POLICY 278 Incident Types USER IDENTIFICATION LOGGING TRIAGE & ASSIGNMENT RESOLUTION & CLOSURE USER 1. SMKI Comms Hub 23 Categories User Validation that Incident is not on their estate User completes Self Help checks SSI Assignment Manual SD Triage Identify Fix Implement Fix Advised of any activities required as part of the fix Undertake any requested activities User Validation that Incident is not on their estate Phone Manual Assignment Resolve Incident Confirm Resolution Other Incidents User completes Self Help checks Assignment Tuning Close Incident Acknowledge Closure Post Incident Validation Service Review Sessions DCC Public Continuous Service Improvement 10

11 User Self Service Interface (SSI) Example used to diagnose CH related problems prior to logging an Incident. Will agree SSI training package with Users via Service Management Forums. DCC Public 11

Performance Measures Summary 8 x DCC Code Performance Measures Target

Incident Response Targets CPM 4 % Sev 1 /2 CPM 5 % Sev 3/4/5 Self Service

Sign Requests CPM 8 % Repository Updates 127 x Service Provider

Communications Hub "Incidents" Communications Hub Connectivity

Response Industry Registration Data Packet Loss Power Outage Events

12 Performance Measures Summary 8 x DCC Code Performance Measures Target Response Times CPM 1 % On Demand CPM 2 % Future Dated CPM 3 % Alerts Incident Response Targets CPM 4 % Sev 1 /2 CPM 5 % Sev 3/4/5 Self Service Interface CPM 6 % SSI Availability SMKI Target Response Times CPM 7 % Cert Sign Requests CPM 8 % Repository Updates 127 x Service Provider Performance Measures Anomaly Detection Application Management Availability Communications Hub "Incidents" Communications Hub Connectivity Communications Hub delivery Disaster Recovery Incident Notification and Response Industry Registration Data Packet Loss Power Outage Events Service Management Target Response Times Testing Services Reported Key Partially Reported Not Reported DCC Public 12

Round Trip (RTT) and Target Response Times (TRT) Target Response Time: TRT = t 1 + t 2 Onward to/ from Device t 1 t 2 Device Device Device Home CH Smart Metering Wide Area Network DCC User Interface

13 Round Trip (RTT) and Target Response Times (TRT) Target Response Time: TRT = t 1 + t 2 Onward to/ from Device t 1 t 2 Device Device Device Home CH Smart Metering Wide Area Network DCC User Interface User System DSP TRT CSP RTT (pings) 50% of CHs pinged every month Includes mesh hops as relevant CHs don t time stamp actual traffic HAN Interface DCC RTT SMWAN Gateway Includes HAN time Not in scope for code performance Used by DCC Ops Feasible, but not committed Code performance measure TRT s = DSP actual + CSP test pings DCC RTT = DSP actual + CSP actual + HAN actual for every message (DCC internal use) DCC Public 13

DCC Code Performance DCC Operational Performance DSP Non Reported DSP Reportable measures Value for Money Development and Innovation 8 x DCC Code Performance 46 127 CSP(C/S) Reportable measures

14 DCC Code Performance DCC Operational Performance DSP Non Reported DSP Reportable measures Value for Money Development and Innovation 8 x DCC Code Performance CSP(C/S) Reportable measures CSP(N) Reportable measures Service Delivery Service User Benefit CSP(C/S) Non Reported CSP(N) Non Reported 8 x DCC Code Performance Measures 127 x Service Provider Measures 46 x SP Measures are subject to consultation Service Provider Margin at Risk OFGEM designed and administered Suggested categories and weightings tbc Licensee Margin at Risk DCC Public 14

15 BI/MI Delivery Summary Release 1.2 Subset of Service Provider Performance Measures. Partially formed monthly Service Report. Partially formed monthly DCC Code Performance Measures. Release 1.3 Complete set of Service Provider and DCC Code Performance measures. Gathering of DSP Inventory and Audit log information. Post Live Verification checks e.g. SMKI Refresh Post Release 1.3 Assurance of Target Response Times. Analysis of Audit log and Inventory information on per User basis, included within monthly service pack. DCC ability to diagnose performance degradation across E2E infrastructure Gathering of Data Service Provider Audit Log and Inventory information coupled with the Service Provider Performance Measures complete the DCC s BI/MI suite at Release 1.3 DCC Public 15

16 Operational Testing and Validation Enhanced Technical Support Subject to DECC consultation Enhanced Technical Support DCC R1.0 R1.1 Operational Acceptance Testing Roll Back Disaster Recovery Volumes and Performance Data Centre failover Resilience Service desk recovery Business Acceptance Testing Separate testing of R1.2 and R1.3 processes and procedures DCC R1.2 R1.3 Verification of Live R1.2 Process Validation of live R1.2 processes CH forward logistics SMWAN prediction Responsivity of DCC Systems CH exceptions Verification of Live R1.3 Process As R1.2 Plus Validation of live R1.3 processes Data Integrity checks Anomaly detection DCC <-> User BI/MI comparison CH Reverse logistics DCC Public 16

17 Thank you. Questions? Dave Broady Operations Director, Smart DCC DCC Industry Team DCC Public

DCC Operations update. Industry Event 15 th December Dave Broady Operations Director, Smart DCC. DCC Public

DCC Operations update. Industry Event 15 th December Dave Broady Operations Director, Smart DCC. DCC Public DCC Operations update Industry Event 15 th December 2015 Dave Broady Operations Director, Smart DCC DCC Public Service Desk Core Team All staff trained by DCC 100% Availability in year up to 30 th November