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Kraken & Energy Industry - Coggle Diagram
Kraken & Energy Industry
Flows and processes
Erroneous transfers (ET)
loss: It's gone to someone else, WE lost IT
sorry you're leaving, i'm not leaving?
the customer gets a final bill! - why have i got this??
final balance settlement- an incorrect/bogus amount take from account
gain:It has come to us erroneously, WE gained IT
A customer that is not our own rings up and says WHY ARE YOU SUPPLYING ME?
Why is my previous supplier still billing me? WE'VE TAKEN THE PLACE MPAN -
We've gained someone who isn't who we want, but on the account you'll see that randomers MPAN
customer still receives bills from their current (previous) supplier....
Happens a lot with flats, new builds!
WRONG MPAN -your mission is to find the right one, so i need a PIC OF MSN
1)You won't be charged twice, you'll only be charged by the supplier you picked ..
2) You'll have no interruption in your reply
3) As soon as you've back with the right supplier, it will seem like you never left...
once I get a pic, search in on NB, find the mpan, add MP*N manually
6-10 weeks - 1) talk to your supplier 2) they investigate and come back 3) bring you back in 16 days ,
If it's gain, 16 DAYS in some ways, I can provide an accurate timeframe
gsos payment £30- fines - every ET GAIN =£30 ( We dont have their details but we owe them money- Tom Hunter ET GAIN, GSOS PAYMENT
Disputes
Changing the COS read
Tolerances: 250kwh, 109 m3, 39 ft3
We bill from the COS read (D0086, URN, MBR)
Cant raise if more than 12 months ago, msn is incorrect
ALTERNATIVE, REJECT, YES, DISAGREE, TELEPHONE AGREED (TY) UNACCEPTABLE
For elec, even if the dispute is agreed, it goes back to the DC and comes back in a D0086
X2 B/U at least x2 weeks apart
dispute calculator!
Golden rules: Reject: flow not filled out correctly, no x2 back ups,
you've billed me x2 , or my first bill is wrong, you didnt use the reading i gave you...
Registration
Onboarding process, COS (change of supply)
elec: 5 days
gas: 16 days
dual fuel: 17 days
may be up to 30 days after SSD to get ya bill
1) Ask NB (computer) ECOES/XOSERVE - If they say no rejection (D055) (D0217 acceptance/ D057 rejection)
2) Ask the other supplier technically- If they say no, objection! (DO67)
3) Elect my DC/MOP (GAS xoserve) (D0155 X2, ONAGE)
4) MTDS (D149/150, MRI)
5) OMR (opening meter reading process) (D71. UMR)
6) Validated readings (D0086, URN. MBR)
Payments and Billing
EVERY TIME A READING A CHARGE IS CREATED
Estimates: every 3 months (DD)
Estimates: every month (NO DD)
Estimates: every 2 weeks
To create a charge , I need
1)Tariff
2) Meter readings (A-B)
Bill from: Helps me amend readings, because I am wiping a charge
Bill to : Bill upwards
Edit mode: merge bills- amending statement period to squeeze thins in (extending the lenth) of time)
quarantine: Do not charge against me
Direct debit: Spreading the cost over 12 month period , set amount each month, not what you're using, but building up balance ! EAC AND AQ
Think of your account as a pot of money. Money comes in , in the form of monthly payments, and money goes out in the form of charges. Charges occur through meter readings. Over the year, you're going to be building up loads of money in the pot, ready for winter.
like a squirrel gathering nuts - David Blankley
(only in remote areas)
DIRECT DEBIT QUOTE: EAC X UNIT RATE
365 DAYS X STANDING CHARGE
/ DIVIDE 12
Payment Adequacy
Relationship between payments and usage!
45 DAY
45 DAYS AFTER SSD
GENERAL
Standing charge: daily charge to keep you on supply ( meter rental, network costs, infastructure)
Unit rate: cost per KWH
Tariffs
Variable
Prices fluctuate depending on energy market prices
Fixed rates (keeping you prices the same, protected from price changes)
dual fuel discount!
Pay on receipt of bill (POROB) (you're not getting the best out of the system) (Separate tariff )
PSR/ COMPLAINTS
Priority Service Register (Vulnerable customers)
pensionable age, people with kids under 5, disabilities, medical conditions, temp circumstances
languages (check sheet!)
CONSENT: MOP, DC, NETWORK
signposting to 3rd parties
TEXAS MODEL
offer the password
timeframes (ill ring you back at 1-3)
texting can be more familiar for some people..
Complaints
Any sign of dissatisfaction/they're unhappy!
We aim to fix them is 24 hours
Ombudsman
if we haven't resolved in 8 weeks - 8 WEEK LETTER
if we reach deadlock (if the customer doesn't accept multiple resolutions, we've exhausted all of our options) , (can happen at any time), w issue deadlock!
£400/£500
once letter is issued, if we don't hear from Ombudsman or the customer within 6 week, we close complaint in house , but customer has 12 months to contact them
EHU (extra help unit)- they speak to us on behalf of customers, could be lang barrier, could be vulnerability , they might not feel comfortable..
WILDER = WELCOME, LISTEN, DISCUSS, END , REVIEW (make outbound calls for complaint customers), take control , ask open questions, handrail the conversation
business decision: complaints that can't be escalated to Ombudsman because they're in the Ts and Cs!
GDPR / Liability
Authorise
1) User- access to portal, making them liable
2) Billing name- putting them on bills, great 4 proof of res.
3) Adding on a pinned note- authorising- fam members , friends
x3 pieces of info to get me into an account! Full address inc. postcode, name, email addy
Remove a user/ remove from billing name= authorisation, COT, MOVE OUT
Deceased customer accounts: move outs... (wiki flow chart!)
occupier : when we're on supply, but we don't know whose living there.. (bill every x2 weeks, SVT)
Phone: MARK AS SUSPICIOUS, check the number they're ringing from , you can always call them back on the number on account!
+2666....witheld
Hefty fine if you break GDPR- nip it in the bud! 'Just to let you know, we're recording to call'
DONT CONFIRM BANK DETAILS
Blackholing: customer doesn't have email, this will only send paper bills
blackhole+account@eonnext-kraken.energy
use slack to warn teams!
Platforms
Intercom (emails)
text expander (shortcutsmake smallie small biggie big)
DES/XOSERVE GAS
ECOES- ELEC
TMA PORTAL= SMART METERING DATA , ALL SUPPLIER HAVE ACCESS (SMETS2)
G suite (emails, good slides, calendar) , can be used for external companies ,
Fixed direct debit
Variable: taking out exactly what you use! (VDD)
soft skills
DNT BE A D...
Emergency
METER= OFF SUPPLY
105 ELEC
I CAN SMELL GAS 0800 111 999 YELLOW STICKER
MISSION: work out, is it supplier/network/ customer
Do they have PPM meter??
elec ppm trad (K)
gas ppm trad (ETM)- electronic token meter
Is the isolator switch turned off? (OCCUPIER ACCOUNTS)