Information and incentives programme: Proposed amendments to the Regulatory Instructions and Guidance for the speed of telephone response
This document proposes a new approach for measuring and reporting on the speed of telephone response building on the work undertaken since the incentive scheme became effective. It sets out amendments to the Regulatory Instructions and Guidance (RIGs) that will enable all distribution network operators (DNOs) to report the speed of response on a consistent basis for consultation, in accordance with the 28 day consultation period required by Standard Licence Condition 49.As a result of work carried out since April 2002, Ofgem considers that there are two generic types of telephony systems in use across the DNOs, not withstanding detailed differences in individual systems.
These generic systems differ in one key aspect one type of system allows customers to hold to speak to an agent after hearing an automated fault message whilst the other requires customers to call back on an alternative number to speak to an agent after hearing an automated message. Ofgem considers that the action of a customer actively making a decision to speak to an agent, either to obtain or to provide additional information in respect of a fault, should be the trigger for measuring the speed of telephone response across the DNOs. As such, it is this period the time taken to speak to an agent that is the focus of the speed of telephone response measure, and is addressed by the proposed amendments to the RIGs.
Ofgem does not intend to introduce financial incentives on this output measure during the current price control period as changes to the way the speed of telephone response is measured will take some time to be implemented and will be reviewed as part of the price control review. However, we intend to publish DNO performance in our annual Quality of Supply report. In the light of the proposed amendments to the RIGs, Ofgem does not require DNOs to continue to report performance under the existing RIGs but will expect DNOs to deliver an appropriate level of service in this area until the new arrangements become effective. It is intended that the amendments are incorporated and become effective on 1 October 2003 to allow the DNOs to report for the final sixmonths of the 2003/04 regulatory year and the entire 2004/05 regulatory year on the revised basis.