1 Workplan Review Group 22 February 2017

2 Agenda Tea and coffee All 09:30-10:00Welcome and actions from previous meetings January WRG Other outstanding actions Tom Notman 10:00-10:15 Systems update CMOS 2.3.1 Stabilisation release Data and non routine operations (NROs) R2.4 & RTM releases CIO Forum Tariff updates Samir Rahim 10:15-11:00 Defra programme update Third Letter of Assurance Sam Jackson 11:00-11:10 Ofwat programme update Wholesale/retail signing day Dates and format of next customer workshop Transition statement Adam Cooper 11:10-11:30 Break 11:30-11:45 MOSL programme update Review of key MOSL risks Focus on CGI risks and ‘plan-on-a-page’ Steve Lyon 11:45-12:15

3 Agenda Market readiness January market & company readiness reportMarket initiation Lauren Mulholland Martin Silcock 12:15-13:00 Lunch All 13:00-13:30 Customer journey - next steps Update from customer journey workshop Update from switch testing workshop Tom Notman (Nicola Collister) 13:30-14:00 Market performance Market reporting Peer comparison reporting How MOSL intends to use the data 14:00-14:30 Week one planning – transition into the open market: Contingency (disaster recovery/business continuity) Incident management Communications & cutover plans Stephen Winnie 14:30-15:15 Future market governance Proposals for post-live market engagement Continuing meetings Format of meetings and calls Participant discussion Adam Richardson 15:15-15:45 AOB Wrap up and close 15:45-16:00

4 Welcome and actions from previous meetingsTom Notman

5 January WRG actions Action UpdateMOSL to send placeholder for switch testing and customer journey workshops this week Completed. Events took place on 8 February and 15 February respectively Market participants to send feedback to Ofwat on their L1 plans Did not receive much feedback MOSL to issue comms in regards to how MOSL will conduct settlement reports in the live market Still outstanding MOSL to publish the Market Incident Management Plan (MIMP) to participants when it is complete (before next WRG)

6 January WRG actions Action UpdateMOSL to update volume transfers guidance in response to several questions raised during the market ready session Has been shared at operations and release working groups (ORWG) and published to the MOSL website MOSL to prepare and present a revised governance proposal including the approach for enduring WRG meetings, enduring market engagement meetings and role of portfolio managers at the February WRG Included in today’s agenda Cover the CGI risks in more detail at the February WRG following the completion of the MOSL risk review Will be covered in today’s MOSL programme update MOSL to issue comms informing participants of the progress made during the Market Participant User Forum meetings Meeting minutes and decision commentary has been published to the MOSL website

7 Systems update Samir Rahim

8 Key topics Status of CMOS Releases R2.3 & R2.3.1 Data & NRO updateUser Group update R2.4 & RTM releases CIO Forum update Tariff update

9 Status of CMOS releases R2.3 & R2.3.1CMOS R2.3 is now in production as of 11 February CMOS R2.3.1 is undergoing market participant testing currently Final defect build to be released Wednesday 22 February into MPS2 deadline for declaring “STOP” recommendation 5pm, 24 February deployment into Production over the weekend of 25/26 February live in Production 27 February 2017 While some issues and observations have been captured to date, no showstoppers have been raised and both releases are stable and reliable.

10 Key topics - Data & NRO updateSPID load, YVE, RTS, RV Ported the DM Loader into current version of CMOS and developing scripts to load the YVE, RTS, RV. 19 candidate activities to date 13 individual MPs identified to date SPIDs/DPIDs = 15 declared (c55,000). Twelve completed, three this week RTS = 3 declared (c136,000). Three completed RV = 1 declared. One completed YVE = 10 declared (c347,000). Ten completed. Expectation to complete NROs by end February In support of 2.3 deployment and XSD changes Dial digits Meter sizes UPRN

11 Key topics – tariff updateWSL State AFFINITY-W AUTHORISED ALBION-W ANGLIAN-W BRISTOL-W CHOLDERTON-W  NOT SUPPLIED DEEVALLEY-W DRAFT DWRCYMRU-W INDWATER-W NORTHUM-W PEEL-W PORTSMOUTH-W SEVERN-W SEVERNCON-W SOUTHEAST-W SOUTHERN-W SOUTHSTAFF-W SOUTHWEST-W SSE-W SUTTON-W THAMES-W UNITED-W VEOLIA-W WESSEX-W YORKSHIRE-W 22 completed with small delay for 12 TRIFF extract to be run manually and published on MOSL website Two MPs outstanding

12 Key topics – user group updateThe group has updated their terms of reference to maintain momentum beyond R2.4 and stay in place during live operation The group will consist of operators and business-minded resources to look at usability and process when considering defects so that the focus is on customer rather than programme The group is invaluable in supporting the prioritisation and business impact of observations and defects The group has supported the deployment thinking behind RTM Releases 1-4 (see next slide)

13 Key topics – RTM releases 1-4Beyond go-live there are 4 ‘RTM’ releases planned which culminate into a single CMOS R2.4 targeted for June/July The first two enable the removal of all known workarounds by fixing their associated defects In discussion with the User Forum the aspiration is to break R2.4 into two releases so that MOSL can accelerate the removal of workarounds in the market to enable a better customer experience A full deployment plan will be published shortly with the principle that there will be two releases that will follow the established release process: the first to remove all known workarounds and the second to close out all currently remaining defects

14 Defra update Sam Jackson 22 January 2017

15 Defra activity to market openingThe final elements of the legislative framework will be passed through parliament. This includes a final “commencement order” which effectively manages the transition from the existing regulatory regime to the new one. This is what will make the market “live” on 1 April. The final pre go-live management group will be held on 22 March. We will shortly confirm and announce the Secretary of State’s decision on market opening.

16 [email protected] [email protected]Contact Details The existing programme governance structure to raise questions, concerns and issues remains in place; in addition to speaking with your portfolio managers and programme partners, we are happy to take questions via: Jess Keedy Sam Jackson

17 Information for WRG members 22 February 2017Programme update Information for WRG members 22 February 2017

18 Key tasks delivered Task DateThird Assurance letter with company ratings sent to Defra 10 February Transition information note Transition scheme notification MAC and WRC published 17 and 20 February Derogations decision document 17 February

19 Key tasks to be delivered next monthDate Statutory transition scheme designation Early March MAC Framework Agreement signing 8 March WSLs switched off and WSSLs switched on; MAC, WRC, ISC, CPCoP and LoA changes take effect Market opening day

20 MAC signing day Where: The event will take place at the offices of Maclay Murray & Spens LLP at One London Wall, London EC2Y 5AB (near the Museum of London) When: Each of the Licensees and Appointees listed as Original Parties in Column A of the table enclosed in the letter is required to sign the Framework Agreement and has been allocated a slot to do so, which is specified in Column C. Who do we expect? Every Original Party including the MO must be represented at the meeting by a person who is authorised to sign the Framework Agreement on behalf of that Original Party. The same person may be authorised to sign on behalf of more than one Original Party – we will expect to see evidence of this authorisation A letter with more detail about the signing day was published on Monday

21 Integrated Market Opening Plan – December 2016Repeat activity All trading parties Trial trading parties MOSL and all TPs Defra MOSL Open Water Ofwat KEY HoP = Houses of Parliament TP = trading party Critical milestone Milestone Shadow Go live Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May June Enduring panel elections Set up enduring panel Enduring panel goes live Assurance letter – interim Assurance letter – final SoS response to final Assurance letter Governance Shadow market opens Programme update on transition Retail Exits allowed Consultation transition scheme Statutory transition scheme issued and takes effect Scoping work for final retail market commencement order complete Commencement Order is made Commencement order provisions come into force Market report to Ofwat / Defra Readiness assessment Market entry reassurance testing UAT reports on MOSL website Pre go-live comms Market readiness Formal market entry assurance testing TP market entry assurance certification confirmed & complete TP market entry assurance certification issued to all TPs If fail If fail Test environments Final data load Remedial data load and assurance Activities to support Day 1 switching Run full service desk operation Live service desk operation Shadow market operations System design, build and test Release planning CMOS CMOS 2.3.1

22 Licensing Retail exits Interim Supply Customer ProtectionSoS decision on retail exit applications Consult on appeals regs Appeals regulations in HoP  Interim Supply Customer Protection Statutory Codes Retail exits Appeals system in place Licensing Issue Interim Supply Code Run application process GSS regulations in HoP GSS regs in force Stat con on MAC and WRC SoS 28 day veto period WSSL application deadline for market opening (for simple, complete, self-certification MEAC only) Issue Retail Exits Code Run Retail Exit application process Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May June Shadow Go live WSL Revoked (23:59 31 March) Freeze on WSL switching under customer transfer protocol IoA modifications take effect Consultation on revocation of WSLs WSSLs take effect WSLs revoked CPCoP take effect Publish final WRC and MAC Signing of MAC framework agreement and possible signing of the wholesale contracts between wholesalers and retailers MAC, WRC, ISC, REC take effect Repeat activity All trading parties Trial trading parties MOSL and all TPs Defra MOSL Open Water Ofwat KEY HoP = Houses of Parliament TP = trading party Critical milestone Milestone

23 Break

24 MOSL programme update Steve Lyon

25 MOSL risk register

26 MOSL risk register

27 MOSL risk register

28 Plan on a page

29 Market readiness Martin Silcock Lauren Mulholland

30 Market and Company Readiness introductionThe majority of market participants submit ‘self-assessments’ to MOSL each quarter MOSL completes a similar ‘self-assessment’ The MPs rate themselves between a 1-4 on a range of criteria that can be sorted into the following elements: Planning Management and control Collaboration Systems Processes Data Security and continuity Market entry assurance

31 How to read the graphs Graphs display scores from January 2016 to January Earlier scores are in a faded/lighter colour and later scores are in a darker colour The lowest possible score in all categories is 25%

32 Overall market readiness

33 Wholesaler market readiness

34 Retailer market readiness

35

36 Key trends Retailers are scoring slightly higher than wholesalersThe lowest scoring companies represent a small percentage of the market The majority of companies are above 90% ready Greatest score are in management & control, data, and market entry Lowest scores are in processes and security & continuity The greatest progress since October has been made in lowest scoring elements The greatest and lowest scores are in the same elements as last quarter

37 Key trends Market participants have reported that:Retail strategies and TOMs signed off Identified any resource gaps and mostly filled these gaps High engagement with appropriate governance levels In the process of training employees on the retail market Plans in place for employee surveys (few have delivered them) On schedule with system testing but are continuing to test any updates to system functionality Completed process mapping and are in the process of delivering training and completing trialling Working to improve outstanding data discrepancies Security arrangements are generally in place System continuity arrangements are mostly in place but business continuity arrangements under development Have completed market entry assurance

38 Other readiness aspects

39 Other readiness aspectsPre-switching / volume transfer Processes Data management protocol Readiness tracker Operational timeline

40 Pre-switching/ Volume transferPre-switching enables retail exit Policy intent to avoid double switching Retailers must register transfers in the switching window to secure 1 April transfer Wholesale – retail contracts required in CMOS to enable More information about intended levels of switching would help Intention to report levels of pre-switching Volume Transfer Detailed guidance issued Industry call held to clarify MOSL will process cancellations submitted Working with individual participants

41 Remaining service descriptions to be published – 13 in total:Processes 106 market and enterprise processes (194 sub-processes) Internal process documentation largely developed Operational readiness review Remaining service descriptions to be published – 13 in total: Data Budgeting Settlement Market charges payments and invoicing Portfolio Management + updates to disputes and statutory queries 194 includes 3 additional processes identified during the shadow market to enable services (CMOS, billing, and Kissflow administration) Mapping is of 98, as previously defined Activities include process reviews, development of guidance, walkthroughs, and business scenario testing

42 Workflow automation We will be providing a workflow tool to Trading Parties to allow participants to track and manage certain activities during operation. This tool will aid Trading Parties by: Guiding them through the process, to ensure they meet all required steps Giving transparency to the process e.g. progress indicators and tracking Providing control, by only allowing those given access to initiate processes Reducing the number of forms, s and papers required For go-live, we expect to have: Disputes (Trading, MO and MAC disputes) Opt-in/out for direction to supply Unplanned settlement We will be giving nominated users access to the environment in March so that they can test out the system and get used to it. We will also be providing guidance on work flow prior to go-live to support users. Other processes to follow include: Change, MEA, Reassurance, Exit, opt-out for interim supply

43 Data management protocolCompliance Agreements b/w MOSL and each MP expire 31/3/17 ICP recommended further assessment period for proposal to include DMP within MAC Need recognised but level of prescription questioned MOSL proposes extension of existing agreements for interim period Letter to CEOs with details Confirmation / signature expected ahead of pre-switching window

44 Readiness tracker MOSL is looking to publish a readiness tracker to make progress on key readiness activities visible – such as: MEA Certification Wholesale retail contracts – signing/CMOS Digital certificates DMP Compliance Agreements Etc.

45 Operational dates Pre-switching window opensDeadline for MEA certification Pre-switching window opens Contracts in CMOS DMP signed Indicative Market Operator Charges invoice provided 1st March 24th R1 February and R2 December published 6th 8th 9th Framework Agreement Signing Day Deadline for membership request P1 May published Deadline to confirm opt-in for direction to supply (gap sites) 23rd 6th 10th 5th April P1 April published Pre-switching window closes Market Operator Charges issued

46 Lunch

47 Customer Journey Workshop outputsHeld at The Grand Connaught Rooms, London 15th February 2017

48 Content Executive summary Next steps & feedbackWhere are you on your journey of understanding customers? Customer personas Customer journeys Customer journey priority pain points

49 Executive summary Background MOSLs role within the Water Market to help their members have a proactive relationship with the Market Regulator OFWAT, looking to assist in this relationship through the use of Customer derived frameworks and language. The idea of customer centricity began with a collaborative workshop attended by Retailers, Wholesalers & Stakeholders, held in London. The aim was to flesh out the journeys that customers, retailers, wholesalers & stakeholders go through, and the issues currently being faced on that journey Approach/Objectives The workshop began with attendees relaying what their organisation is currently doing in regards to improving the customer experience. While some retailers had begun to map some customer journeys, a lot of focus was still on internal systems & processes. Therefore, the members recognised that there is an opportunity to define what the minimum standard of the end to end experience should be, to create a level of consistency throughout the open market Outcome/Key Learning The main body of the workshop was focused on defining the various customer persona types, documenting the core journey a customer, retailer, wholesaler & stakeholder will go through, and overlaying the pain points to that journey. What was apparent from these activities were the differences of opinions between wholesalers & retailers, and some confusion over roles & responsibilities of the different parties. The next steps that will follow the workshop are: A follow up call with the Market Participants to gain their views & feedback on the workshop & the outputs – scheduled for Thursday 23rd Feb A follow up journey session has been arranged to be held in London – scheduled for Monday 27th Feb CMOS system defects to be overlaid on to the journey to see where the system is causing issues

50 Next steps

51 Where are we today? Differentiated ExperiencesThe common view from those retailers and wholesalers who attended the Customer Journey Workshop Day, was that Water is around the middle of this maturity scale (around 5 out of 10) due to the internal focus on processes and systems. Whilst some have designed some (mostly retailers) of the core Customer Journeys this is still early days and with the market opening up a lot of the focus for the last 12 months has been around the changes in systems and processes. There is opportunity to define what the minimum standard for the end to end experience should be, as there is a danger of no consistency. Differentiation will be a core part of the Retailers strategies going forwards. Intentional Experiences Co-incidental Experiences 0 – poor experiences great experiences - 10 We still have the front end, legacy systems to contend with SIM (domestic focus) influence on business sector has made a difference We have a very mixed bag in terms of leadership across organisation – particularly wholesale businesses Those who are experienced in other utilities have experience to lead in customer experience Become experts in water efficiency We are very process driven still, focus at the moment also systems & processes New entrants are joining up the systems which will make it better for customers (NAV’s are better placed

52 Customer personas

53 High level personas How do you classify your customers currently?SIC codes - Detailed Agriculture, Forestry & Fishing Mining & Quarrying Manufacturing Electricity, Gas Water Supply, Sewerage Construction Wholesale & Retail Trade Transportation & Storage Accommodation & Food Services Info & Communications Financial & Insurance Real Estate Professional, scientific & technical activities Administrative & Support Services Public Administration Education Human Health & Social Work Arts & Entertainment Other Service Activities Households as Employers; Undifferentiated Goods Extraterritorial Organisations & Bodies Broader categories SMEs Charities/Churches Managing Agents / Landlords Schools & Education Premises Specialised (Eg Brewery) Council/ Public Sector Health/ Care Organisations Clubs & Recreation Caravan/ Holiday Park 3rd Party Companies Large Corporates Farms Simple SME Large Corporates VIP’s Sensitive Customers

54 Scale Vs criticality Each persona that has been defined could be grouped into one of four categories, depending on scale and criticality. Scale would be defined by volume, whereas criticality could be defined by a number of factors (multi-site, sensitivity, meter, special arrangements etc.). All personas would have a common group of needs & wants from their water retailers & wholesalers, such as consistent supply of water & water quality. The added value piece comes from when the market participants are able to best serve the specific wants & needs of the quadrants through the journey they go on. This could be through the way they interact with customers, to best suited billing patterns or problem resolution. Flow Complex High volume with low criticality High volume with high criticality Scale Base Intricate Low volume with low criticality Low volume with high criticality Criticality

55 Customer journeys High level 0 journeys included are: CustomerRetailer Wholesaler Stakeholder

56 High level journeys: Level 0Something Happens I Continue or Leave I Have a Choice I Sign Up or Switch I Use & Pay I Manage my Usage Someone contacts me about Water market changes I use water and produce water water I want to reduce my bill I’ve picked a supplier I’m happy with I’ve got a Water /Waste Water problem? E.g.No supply, leak, blockage My contract is up for review I want to view information on my consumption / usage I’m thinking of changing my supplier (all/part) I’ve seen information about Water market changes on my bill I receive my bill and pay Customer I go ahead & sign up/switch You need to interrupt my Water supply I need my bills to be accurate, timely and understandable I want to compare my consumption across sites I review how much I currently pay for Water services and what features I currently receive You visit me or send me information I decide to leave/stay (all/part) I need to move/change my service I get confirmation everything is OK I have a query about my bill I research my options to switch I need to complain I need to change my details I can’t/won’t pay my bill We receive meter read data and generate customer bills We actively target customers to sign up We provide water efficiency advice We visit customers at their site to review/discuss their usage (large Corporate customers) We communicate planned & unplanned service interruptions to our customers We market our products & services and how we are supporting customers in the changes happening Retailer We set up new customer accounts & switch customers to us We deal with customer service requests e.g. explaining the bill, change details or tenancy We approve or cancel customer requests to switch We resolve customer complaints We arrange and obtain meter reads We process customer payments, credits or refunds and arrange payment plans We communicate planned & unplanned service interruptions to our retailers We maintain pipes and networks We tell customers about the changes happening Wholesaler We fix leaks and bursts We publish information about the market opening We support transition to the new market We provide the core IT platform to support the market settlement We aim to resolve disputes (thousands) We aim to resolve disputes (thousands) Other Stakeholder We aim to resolve disputes (thousands) We aim to resolve disputes (hundreds) MOSL CCW ADR OFWAT

57 High level journeys: Level 0Customer High level journeys: Level 0 I’ve seen information about Water market changes on my bill I research my options to switch I go ahead & sign up/switch I Have a Choice I Sign Up or Switch Someone contacts me about Water market changes I review how much I currently pay for Water services and what features I currently receive I’ve picked a supplier I’m happy with I Use & Pay I have a query about my bill I need my bills to be accurate, timely and understandable I receive my bill and pay I use water and produce water water I get confirmation everything is OK You visit me or send me information You need to interrupt my Water supply I Manage my Usage Something Happens I need to change my details I can’t/won’t pay my bill I want to reduce my bill I want to view information on my consumption I want to compare my consumption across sites II’ve got a Water /Waste Water problem? E.g.: No supply, leak, blockage I Continue or Leave I decide to leave/stay (all/part) I’m thinking of changing my supplier (all/part) My contract is up for review I need to complain I need to move/change my service

58 High level journeys: Level 0Retailer High level journeys: Level 0 I Have a Choice I Sign Up or Switch We market our products & services and how we are supporting customers in the changes happening We actively target customers to sign up I Use & Pay We set up new customer accounts & switch customers to us We deal with customer service requests e.g. explaining the bill, change details or tenancy We receive meter read data and generate customer bills We arrange and obtain meter reads I Manage my Usage Something Happens We process customer payments, credits or refunds and arrange payment plans We provide water efficiency advice We visit customers at their site to review/discuss their usage (large Corporate customers) We communicate planned & unplanned service interruptions to our customers I Continue or Leave We approve or cancel customer requests to switch We resolve customer complaints

59 High level journeys: Level 0Wholesaler High level journeys: Level 0 I Have a Choice I Sign Up or Switch We tell customers about the changes happening I Use & Pay We maintain pipes and networks I Manage my Usage Something Happens We communicate planned & unplanned service interruptions to our retailers I Continue or Leave We fix leaks and bursts

60 High level journeys: Level 0Other Stakeholder High level journeys: Level 0 MOSL CCW ADR OFWAT I Have a Choice I Sign Up or Switch We publish information about the market opening We aim to resolve disputes (thousands) We support transition to the new market I Use & Pay We provide the core IT platform to support the market settlement We aim to resolve disputes (thousands) I Manage my Usage Something Happens We aim to resolve disputes (thousands) I Continue or Leave We aim to resolve disputes (hundreds)

61 Customer journeys priority pain pointsPriority pain points - High level 0 included Expanded level pain points captured but not included are: I have a choice Sign up & switch I get & pay Manage my usage Something happens

62 High level journeys: Level 0 – Priority pain pointsAlready existing High level journeys: Level 0 – Priority pain points New (post market opening) Defects/ workarounds Manage my usage Something happens Continue or leave I have a choice Sign up or switch I get & pay Customer Education Outsource meter readings More bills being estimated & bill shock Customer confusion over change to bill format Changing of personal info/bank details/payment method & setting up with new retailer Paid the wholesaler by mistake Impact on charges Impact of historically incorrect data Who do I contact? Wholesaler or retailer Customer I don’t know my own SPID profile Nobody wants me (industry reputation) I don’t understand my options Need to be prepared for queries & ready with Ops processes Validation of the needs – not always needed (depends on the contract More bills being estimated & surrounding issues Customer data getting lost or corrupted – added complexity Confused/ misinformation Trust of data Making sense of wholesaler tariff structures Getting info about disruptions/problems from 20 systems No communication of changes between wholesaler/retailer Breakdown of communication Information gathering wholesale e.g. x number of portals/ s Retailer Health & safety Not able to find meters – access issues Sites for each customer – data quality CMOS functionality & stability The outgoing retailer cancels the switch Review multiple wholesaler plans – not in one central system How quickly can we resolve errors (volume of requests) Estimated closing meter reading Pushing out the right information to educate customers Incorrect meter readings – incorrect settlement Wholesaler may never know More bills being estimated & surrounding issues Disputed meter reads from either customer or retailer Customer data getting lost or corrupted – added complexity Confused/ misinformation Trust of data Retailer doesn’t understand the customers complex meter network Getting info about disruptions/problems from 20 systems No communication of changes between wholesaler/retailer Breakdown of communication Do not know which customers are impacted – held by retailers Wholesaler De-registration - Need moving back to HH Finger pointing. Looking to MOSL & stakeholders to referee Meter read contractor – data qualify Increased communication with ADR & CCW Mis-selling info from 3rd party Why am I receiving a spike in contacts? Stakeholder Data quality

63 Switch Testing Update Plenary session Tom Notman

64 Switch Testing Update WorkshopCurrent testing activity – Ongoing – Update from SW (Nick) Scenarios CIO Call – – further concern raised (by wholesalers) that national switch needs to be simulated Follow up call – – Discussion around national switch scenarios Requirements – to be sent to MOSL

65 Bristol Water

66 Market Performance Martin Silcock

67 Market Performance On a monthly basis MOSL publishes:Market Performance Standard Report Market Performance Standard Peer Comparison Report Market Performance Standard Charges Report SPID Data Related Report Meter Reads Related Report On a quarterly basis MOSL publishes: Operational Performance Standards Peer Comparison Report There are known issues affecting these reports which MOSL is seeking to resolve by March reports On a monthly basis MOSL publishes: Market Performance Standard Report (performance by standard) Market Performance Standard Peer Comparison Report (comparison of Trading Parties against each standard) Market Performance Standard Charges Report (retailer and MO credited charges); SPID Data Related Report (SPIDs which have incurred a MPS charge) Meter Reads Related Report (Meters which have incurred a MPS charge) On a quarterly basis MOSL publishes: Operational Performance Standards Peer Comparison Report (comparison of wholesalers performance against the operational terms) Known issues include the calculation of charges

68 Lessons learnt (OPS Peer Comparison)MOSL does not know if data is accurate MOSL can help the market improve its data by identifying where it may be complete The Market and MOSL relies on all Trading Parties input to improve understanding Translating data extracts into reports is only valuable when the data can be relied on

69 Week 1 planning Stephen Winnie Tom Notman

70 Market and Company Readiness introductionPlanning Wholesaler/Retailer agreements GS OPTIN agreements Pre-switching management Support Daily industry calls Support cover Technical (CGI) Business (MOSL) Contacts in office (MOSL)

71 Future market governanceTom Notman Adam Richardson

72 Transitioning to Enduring committees*Entities in green are enduring arrangements

73 Establishing the enduring PanelThe Panel Panel Chairman, Andrew Pinder (MO) Panel Secretary, Adam Richardson (MO, non-voting) 3 Associated Retailer members 3 Unassociated Retailer members 3 Wholesaler members 3 Independent members Associated members (non-voting) The Regulator Representative of the Commission Representative of the customer CEO of MO 1 Elected member seat to fill – Ofwat is progressing

74 Panel committees Panel TDC (Trading Disputes Committee)MIMP (Market Incident Management Plan Committee) MPC (Market Performance Committee) Change Working Groups Defined in the MAC Defined in the MAC Defined in the MAC Provided for by the MAC Composition 10 members with water and sewage experience, to be determined by the Panel. Composition The Authority; The Board; MO BSCP & DR managers; Trading Party Contract Managers (supported by BCP & DR managers). Composition Members to be determined by the Panel. Composition Proposer of the Change Proposal; Other members to be determined by the Panel.

75 ICP to Panel timetable 14 Feb 28 Feb Mar Mar Apr Committees set-upTerms of reference papers Reports & working practices Final ICP transition meeting Appointment of Panel finalised (tbc) Induction of the Panel Panel determinations Ratify committee members

76 Making a change Authority Approve / reject Any partyRaise a change to the WRC / MAC Implement All parties Develop / assess solution Consult on proposed solution Recommend Approval / rejection The Panel Panel / Panel workgroup Panel workgroup Determine next steps The Panel The Market Operator (Panel secretary)

77 AOB Tom Notman

78 Accredited entity Water industry registration scheme for AEManaged by Lloyds Register Similar to self lay scheme in design Will have its own Panel Memorandum of understanding with Lloyds (endorsed by Water UK) Wholesalers and Retailers will be involved in audits Generic industry code of practice for metering and disconnections (with specific Wholesaler addendums where required) To be launched by Lloyds in March 2017 – Retailers to be invited Already interest from existing Scottish AE and some self-lay organisations

79 Coming up: February Fri 24: Ofwat Regional Workshop – BathMon 27: Open Market Mixer March Wed 1: Major Energy Users Council Thurs 2: Ofwat Update call Measuring Operational Processes call Fri 3: CIO Forum teleconference Tues 7: MOSL Board meeting Tues 14: Operations and Release Working Group Wed 15: Ofwat regional workshop – Birmingham Thurs 16: Ofwat Update call Measuring Operational Processes call Fri 17: CIO Forum teleconference Tues 21: Ofwat Regional Workshop – Leeds Wed 22: RMOMG Wed 29: Ben presenting at Market Force Future of Utilities March WRG Market Participant User Forum - every Tuesday and 3pm Market Operations call - every Tuesday and 4pm

80 Tweet us at…. @OpenWaterOrg @MOSL_ @DefraWater @Ofwat#yourwateryourchoice #openwatermarket