Operational Metrics Review project - User Feedback Survey

Introduction

The purpose of the Operational Metrics Review project is to identify improvements in the set of operational metrics defined in the SEC for the measurements of the delivery of DCC services. Additionally, the improvements shall address and reflect User business requirements and priorities.

The project relies upon engagement with Users to understand, identify, and take account of their requirements and priorities. To this end, the following survey aims at ensuring these are captured and addressed from the early stages of the project.

Feedback collected through this survey will be used to inform and tailor project outputs in the following phases, and ensure the review and proposed improvements of current metrics are in line with the operational experience of Users.

The survey is composed of 12 questions, and only takes 5 minutes to complete.

The results of the survey may be published to all SEC Parties in an anonymised form, and may be summarised. Please inform SECAS if you do not wish your response to be used for this purpose.

Question Title

* 1. Are you a...

Large Supplier

Small Supplier

Electricity Distributor

Gas Transporter

Other Party (please specify)

Question Title

* 2. The following have been identified as User key business processes. How would you rate each one in regards to their importance to your business?

	High	Medium	Low	N/A
Logisitics - Communications Hubs order and returns	Logisitics - Communications Hubs order and returns High	Logisitics - Communications Hubs order and returns Medium	Logisitics - Communications Hubs order and returns Low	Logisitics - Communications Hubs order and returns N/A
Install and Commission (for roll-out)	Install and Commission (for roll-out) High	Install and Commission (for roll-out) Medium	Install and Commission (for roll-out) Low	Install and Commission (for roll-out) N/A
In-life Meter Management	In-life Meter Management High	In-life Meter Management Medium	In-life Meter Management Low	In-life Meter Management N/A
Change of Supplier / Change of Tenancy	Change of Supplier / Change of Tenancy High	Change of Supplier / Change of Tenancy Medium	Change of Supplier / Change of Tenancy Low	Change of Supplier / Change of Tenancy N/A
Tariff Updates	Tariff Updates High	Tariff Updates Medium	Tariff Updates Low	Tariff Updates N/A
Billing	Billing High	Billing Medium	Billing Low	Billing N/A
Credit Management - Pre-payment vend	Credit Management - Pre-payment vend High	Credit Management - Pre-payment vend Medium	Credit Management - Pre-payment vend Low	Credit Management - Pre-payment vend N/A
Alerts Management	Alerts Management High	Alerts Management Medium	Alerts Management Low	Alerts Management N/A
Security and Key Management	Security and Key Management High	Security and Key Management Medium	Security and Key Management Low	Security and Key Management N/A

Other (please specify):

Question Title

* 3. In your opinion, which of the above key business processes are not appropriately reflected in the current PMR? (tick all that apply)

Logisitics - Communications Hubs order and returns

Install and Commission (for roll-out)

In-life Meter Management

Change of Supplier / Change of Tenancy

Tariff Updates

Billing

Credit Management - Pre-payment vend

Alerts Management

Security and Key Management

Question Title

* 4. Do you review the PMR each month?

Yes

If answer is 'No', why is the report not reviewed?

Question Title

* 5. What do you use these reports for? (tick all that apply)

Continuous Service Improvement

Benchmarking

Interal Reporting

Other (please specify):

Question Title

* 6. On a scale from 1 (Strongly Agree) to 5 (Strongly Disagree), how would you rate the following statement: "The PMR reflects my operational experience of using DCC services"?

1. Strongly Agree

2. Somewhat Agree

3. Neither Agree nor Disagree

4. Somewhat Disagree

5. Strongly DIsagree

1. Strongly Agree

2. Somewhat Agree

3. Neither Agree nor Disagree

4. Somewhat Disagree

5. Strongly DIsagree

Question Title

* 7. In the PMR, the Service Provider Performance Measures currently report on the following Performance Areas. How would you rate each one in regards to their importance to you?

	Very important	Slightly important	Not important at all
Service Availability	Service Availability Very important	Service Availability Slightly important	Service Availability Not important at all
Power Outages Events	Power Outages Events Very important	Power Outages Events Slightly important	Power Outages Events Not important at all
Service Management	Service Management Very important	Service Management Slightly important	Service Management Not important at all
Communications Hubs Delivery, Connectivity, Incidents	Communications Hubs Delivery, Connectivity, Incidents Very important	Communications Hubs Delivery, Connectivity, Incidents Slightly important	Communications Hubs Delivery, Connectivity, Incidents Not important at all

Question Title

* 8. With respect to the above areas, how satisfied are you with the information reported within each?

	Satisfied	Neutral	Not Satisfied
Service Availability	Service Availability Satisfied	Service Availability Neutral	Service Availability Not Satisfied
Power Outages Events	Power Outages Events Satisfied	Power Outages Events Neutral	Power Outages Events Not Satisfied
Service Management	Service Management Satisfied	Service Management Neutral	Service Management Not Satisfied
Communications Hubs Delivery, Connectivity, Incidents	Communications Hubs Delivery, Connectivity, Incidents Satisfied	Communications Hubs Delivery, Connectivity, Incidents Neutral	Communications Hubs Delivery, Connectivity, Incidents Not Satisfied

Question Title

* 9. PMR metrics should be outcome-based, and driven by User business requirements. Which of the following areas would you like to see measured? (tick all that apply)

Pre-payment top-up success

Aborted Installations

Install and Leave

Install and Commission

Success of devices' firmware upgrades

Change of Supplier (CoS) within allowed time

Retreival of billing data

Communicating (performing/funcitoning) Communications Hubs

Technical commissioning time

Other (please specify):

Question Title

* 10. We understand that different Users have different requirements, and that these will most likely change over time. In your opinion, are there any additional metrics that you would like to see reported in the future?

Question Title

* 11. Please feel free to share any additional comments or suggestions that you might have below:

Question Title

* 12. We are interested in contacting certain respondents for a follow-up based on their responses. If you would like to be contacted for a short 30-minute conversation, please leave your information below:

Name:

Company:

Email Address: