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

Transcription

1 DCC Operations update Industry Event 15 th December 2015 Dave Broady Operations Director, Smart DCC DCC Public

2 Service Desk Core Team All staff trained by DCC 100% Availability in year up to 30 th November 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: 7Large Suppliers 4Network Parties 3Other 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 provided 5 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 32 Connections Completed 355 Calls 423 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 and test progressing to plan 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 Foundation Learning DCC recommendations to maximise Right First Time installs SEC Obligations Customer Journeys Transposing SEC obligations into Service Interworking guides Operational Reporting Providing operational information to assist Users in Go Live Separate Service and Operational Readiness Program Ensuring User facing services are adequately scaled in the DCC. DCC Public 3

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 devices 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 Service Readiness Operational Readiness underpins R1.X services 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 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 Service Readiness Progress to date Tier 1 Services User Entry Services 11 Services currently live All enduring services ready for OAT/BAT at 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 72% Design 28% Testing 25% Transition 25% 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 108 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 6

7 Key High level sequence High level sequence CONCEPTUAL COMMS HUB LIFECYCLE Charges activity Charges impact

8 Incident management handling at R1.2 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 Classification Continuous Service Improvement 8

9 DCC Code Performance DCC Operational Performance DSP Non Reported DSP Reportable measures Value for Money Development and Innovation DCC Code Performance 46 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 9

10 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 10

11 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 CH s pinged every month Includes mesh hops as relevant CH s 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 DCC Use) DCC Confidential 11

12 BI/MI Delivery Summary R1.2 Subset of Service Provider Performance Measures. Partially formed monthly Service Report. Partially formed monthly DCC Code Performance Measures. R1.3 Complete set of Service Provider and DCC Code Performance measures. Gathering of DSP Inventory and Audit log information. Post Live Verification checks eg SMKI Refresh Post R1.3 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 DSP Audit Log and Inventory information coupled with the Service Provider Performance Measures complete the DCC s BI/MI suite at R1.3 Classification 12

13 Operational Testing and Validation ETS 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 13

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