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Introducing the new
Contact Management Service
An introduction to the new Contract Management Service from Chris J Murray Chief Executive Officer At Xoserve, our goal is to provide reliable, user-friendly systems which help you do your job accurately and efficiently. So we’d like to introduce the Contact Management Service, a new and improved system that we’ve developed to replace the old ConQuest system. The job of the Contact Management Service is to link you rapidly, directly and transparently with the other gas industry organisations involved in the resolution of contacts. The system will make your life easier in the here-and-now – and evolve to meet the changes in the industry over the coming months and years. Please read on to find out more.
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Did You Know? We will process around 300k contacts over the next 12 months
A collaborative development process To develop the new service, we involved our gas industry partners at all stages of the design process. This approach was particularly appropriate in view of the fact that the Contact Management Service is intended to foster more effective collaboration between the organisations involved in the gas industry. The results are twofold. Firstly, we hope you’ll agree that the technology offered by the new system is a big leap forward from the previous system. And secondly, we have made efforts to simplify and streamline procedures, techniques and mechanisms so that contacts are resolved more efficiently. Here are the four key aspects of the development process: • Investments in industry-leading technology • Consultations with our customers to meet their requirements from the system • Collaboration with our infrastructure and application partners at every stage of the design process • Identification and implementation of process and user-experience improvements with the help of process experts.
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Working Faster Working Smarter Working Together
I initially felt that I would have difficulties getting to grips with the new System but to my surprise I found that I became comfortable with the way it works within a short space of time. I found the Contact Management Service screens practical and logical to use and this helped me pick up what I wanted to achieve with ease.
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Did You Know? We facilitate 2.5 million supply point switches every year
What happens next? The new service will be rolled out as follows: Thursday 25th October 2012:
‘Train The Trainer’ training sessions commence
Friday 26th October 2012:
User profile details collated
Friday 9th November 2012:
User I.D.s and Passwords sent to registered Users
Wednesday 21st November 2012: ‘Train The Trainer’ training sessions end Friday 23rd November 2012:
Phase 1 set of queries cease to enter ConQuest (see table on back page)
Monday 26th November 2012:
Contact Management Service launched
Monday 25th February 2013:
Phase 2 processes introduced to the Contact Management Service
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Did You Know? We process ÂŁ4 billion worth of invoices per year
Get in touch We are proud of the new-look Contact Management Service and we hope that it provides you with an all-round improved user experience. If you have any feedback about the system, or any questions you’d like us to answer, please email us at xoserve.businessfocusteam@xoserve.com
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Did You Know? We receive 26,000 calls to our call centre, every month
How do ‘Contacts’ take place with the new system? The definition of a ‘contact’ is “an interaction between two parties”. With the new Contact Management Service this interaction can take three different forms:
ENQUIRY CHALLENGE REQUEST
REPLY RESOLUTION RESPONSE
The different contact types, and the way in which they are administered, are subject to agreed service-level agreements. These are:
INVOICING SERVICE
DATA AMEND SERVICE
This service applies to challenging data or the charges contained within an invoice.
Contacts within this service request either an update to, or a challenge of, the data held on our source systems.
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What else does the new service offer? • The new service has been designed to be easy to use – tasks are simple to perform and information is placed at your fingertips • With a little instruction, you can start using the system straight way – there’s no need for hefty user manuals or time-consuming training courses • Safeguards have been built into the system to provide alerts if you make an error while performing a particular task • The system lets you track the journey of a contact from the start to the end of the process • If you feel that your contact has not been resolved correctly, you can quickly return it and we will investigate • You will enjoy access to several useful information resources through the system, including our helpful Contacts Explained Guide.
Did You Know? The M number helpline handles 640k enquiries per year from domestic gas consumers
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Did You Know? There were 92k new meter points created during the last 12 months
5 key benefits of the new system User friendly - it’s intuitive, it’s logical, it’s easy to use Direct - point-to-point communications which link all organisations together Rapid - the speed of resolution is quick; the chain of communications is fast Transparent - the lifecycle of a contact is traceable from start to finish Secure - data is protected by stringent security controls
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What users say about the system In September and October 2012, some of our customers and Xoserve staff trialled the new system. Here’s some of their feedback: ‘I am really impressed with the new system and how easy it is to use’ ‘The system is so comprehensive and quick. Vastly more intelligent than the old ConQuest’ ‘This will now be a lot quicker than ConQuest and is a lot more user friendly’ ‘An excellent tool with some much-needed upgrades’ ‘I was relieved to see how simple the system was to use’ ‘The new system will save time and be more user friendly’ ‘Looks a good system. Looking forward to using it’ ‘The system is much improved and looks like it will work very well’
Did You Know? We source information from around 15,000 meters every day and develop over 500 separate algorithm profiles each year.
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FAQs Q. Is ConQuest still going to be available from 26th November? A. From 26th November, you will still have access to ConQuest to view queries raised on that system. But you will not be able to raise the Contact Codes that are part of the Phase 1 release (see separate table). When we are due to decommission ConQuest in 2013, we will let you know in advance.
Q. What happens to the queries that have been raised on ConQuest prior to 26th November? A. They will still be processed to a conclusion on ConQuest, but there may be a 24-hour delay in the transmission of that via the new QCL file. When the query is resolved it will also migrate to the archive area of the new Contact Management Service (a copy will be retained in the ConQuest system).
Q. Where can I find the training material for this Contact Management Service? A. You can locate the e-Learning modules and the User Guides on the Xoserve.com site. These and other reference material can be found under ‘Our Systems’ by selecting either ‘Access Controls’ and/or ‘Contact Management’. Alternatively you can find what you are looking for by using the following links. http://www.xoserve.com/index.php/our-systems/cm/ http://www.xoserve.com/index.php/our-systems/ac/
Q. During what hours is the system available? A. The Contact Management Service is available from 07.00 to 24.00.
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PROCESSES IN SCOPE Address Amendment
ADD & UNC
Meter Number Creation
MNC & FOM
Generic Invoicing
GIC
Generic Operational Contacts
TYP / AGG / APP / ENQ / PSI / DMR / AQQ (SOQ SQQ AQQ) FLE (CNQ NOM PAM)
Daily Meter Query
DMQ
Isolation Requests
ISO
Prime & Sub Meter Set up
PRS
Duplicate Meter
DUP
Request For Adjustments
CDQ / RFA
Erroneous Confirmation
ECO (formerly known as MOD517)
Prime & Sub Meter Action
PSA
Must Read Requests
MUR
Theft of Gas
ToG
Filter Failure Requests
USRV
Phase 1
Phase 2
N O V E M B E R 2 0 1 2
Phase 1 contacts flow in from 26/11/12 • Phase 2 processes introduced February 2013 • Closed conquest queries archived • • Phase 1 queries stop • Open queries resolved • Phase 2 processes continue until February 2013 • Decomission date TBC
CONQUEST
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M A R C H 2 0 1 3
© Copyright Xoserve Limited 2012 All Rights Reserved Xoserve Limited. Registered Office 1-3 Strand, London WC2N 5EH. Registered in England and Wales. Company No. 5046877 VAT Registration No. 851 6025 43
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