Wheatley have been reading MOSL’s recently published Market Performance Operating Plan Overview 2019/2020 (MPOP) and are impressed to see the refreshingly practical approach being taken to tackle the root causes of the most common issues in the open water market. The MPOP is broken down into four Market Improvement Programmes concerning:
A. High quality customer, premises and asset data
B. Timely and robust consumption data
C. Targeted incentives to drive service and performance
D. Data, tools and insights to drive efficiency and innovation
Wheatley strongly support the motivation behind the plans set out in the MPOP, as tackling the quality of market data is critical to supporting high quality customer service in a competitive non-domestic market. Wheatley have been a fundamental part of the competitive energy market for over 25 years and the core of what we do is ensure the right data is gathered and shared to allow customers to switch supplier.
The MPOP states that the drivers for improvement as part of Programme A are because:
“Feedback across multiple stakeholder groups highlights that incomplete and poor-quality data in the Central Marketing Operating System (CMOS) is adversely affecting customer experience, constraining the ability of trading parties to deliver the levels of service and performance expected by a maturing market”.
MOSL have therefore identified two projects to address these data issues. The Vacancy Project has the objective of reducing the number of properties with incorrect occupancy status, which has increased to around one in six premises being flagged as vacant since marketing opening. Also the Core Customer Data project, which will establish a measure of data quality within CMOS, with an objective of driving data quality improvements. Wheatley’s Pinpoint app enables field workers to capture and communicate details of vacant properties so that wholesalers can update CMOS records accordingly, easily fulfilling the reason for both projects.
Programme B within the MPOP is aimed at improving the availability and quality of consumption data, with a target of reducing the numbers of unread meters to less the 5% in the next 12 months. This is in terms of the efficiency of day to day meter reading activity and addressing the issue of the volume of meters that remain unread since market opening. Again, Pinpoint is specifically designed to assist in finding meters in the field, taking a reading and capturing other meter data (including photos of location, or evidence of why a meter read isn’t possible), which increases the amount of meters read through improved efficiency and better data quality.
This focus on improving the frequency of meter reads and data quality fits with the aims of MOSL’s Programme C, to put in place “targeted incentives to drive service and performance”. This will commence with a full review of the Market Performance Framework (MPF) by October 2019 and this review will inform a roadmap of evolution, to put in place the standards, service levels and scrutiny measures required for a healthy competitive market. Wheatley’s Emerald solution is well aligned to support this purpose, as it is designed to enable the exchange of bilateral processes, with SLA reporting and a full audit trail, alongside the flexibility for defined users to build the workflow necessary to ensure that all steps of the process are followed, service levels are set and that the actions taken are compliant with industry codes.
“provide access to data, tools and insights that enable improved and more efficient performance and that support the achievement of wider market and sector objectives, for example in relation to innovation and water efficiency.”
Wheatley believe we bring both innovation and long-standing metering expertise to the water sector, through products built on pedigree of delivering improved operational efficiency and data quality to our energy customers. So it is heartening to see the water industry acknowledging it’s data issues early in the lifecycle of the competitive open market and taking such pragmatic steps to improve things.