Our governance

E-Serve is the delivery arm of Ofgem, the Office of Gas and Electricity Markets. Ofgem is a non-ministerial government department and an independent National Regulatory Authority. We’re governed by the Gas and Electricity Markets Authority (GEMA).

The role of GEMA is to oversee our work and provide strategic direction. In the case of E-Serve it does this through the E-Serve Board, which is a Committee of GEMA.

E-Serve has strong governance in place to make sure we’re accountable for our actions. By governance we mean:

  • the way scheme and management decisions are made and implemented
  • the way risk is managed
  • the way information and issues are monitored and addressed.

How governance works in E-Serve

Our governance model is based on the three principles of accountability, transparency and proportionality. This model ensures that accountability and delegation of responsibilities flows down from GEMA to specific individuals and roles.


  • Clear roles and processes
  • Delegation
  • Clear process for escalating risks and issues


  • Known decision-making process
  • Known ‘checks and balances’ assurance
  • Published governance


  • Simple processes with few decision makers
  • Recognising resources/capability implications
  • Process to manage risks and issues in a proportionate manner (ie tolerance)


The Operational Excellence Programme

Our Operational Excellence Programme’s aim is to embed ‘delivery excellence’ into all our core activities. It builds upon existing continuous improvement work and expands it to ensure that all aspects of delivery excellence are brought together. This involves finding ways to reduce transaction costs, cut overall spending and enhance the quality of service received by scheme participants. There are a number of initiatives already underway and updates are reported to the E-Serve Board as required.