Contact Management Service (CMS)

The secure two-way communication system for Operational and Invoicing contacts.

CMS FAQs

CMS User Guides

Access Controls

Using the CMS

The CMS is a secure two-way communication system for Operational and Invoicing contacts.

Contacts can be raised using batch interfaces and online interfaces. Whichever way contacts are raised, they can be tracked from start to finish.

The CMS is a General Service provided under the Data Services Contract (DSC) in our CDSP role. It is not chargeable separately, and is available to:

  • Daily Metered Service Providers (DMSPs)
  • Meter Reading Agencies (MRAs)
  • Network Operators (Gas Transporters (GTs) and Independent Gas Transporters (IGTs))
  • Shippers
  • Utility Infrastructure Providers (UIPs)

Contact Management Service USRV

The User Suppressed Reconciliation Value (USRV) process has been completed and all associated documents have been archived.

Please contact your Customer Advocate if you need to access any USRV documents. 

Logging into the CMS

The CMS is accessed through the Xoserve Services Portal.

​You may need to amend your computer or device settings if you are a new user or using Internet Explorer 11 (IE11). You should consult your IT representative before following our:

The service can only be accessed by Authorised Users and is managed through your Local Security Officer (LSO). They are responsible for:

  • User account creations and deletions
  • making account permission changes
  • resetting passwords

If you are unsure who your LSO is, please contact us via Help and support

CMS from your LSO

Your LSO should be able to help you with training on the CMS and on the Contact Types used.

If your LSO is unable to train you, please contact your Customer Advocate who will be able to help.

A helpful LSO e-learning module has been developed for LSOs which assists with managing user access within the CMS.

CMS Training and Understanding

Before using the CMS for the first time, you should also read the CMS Quick Reference Guide, which can help answer your initial queries.

We have prepared user guides for each group of customers, to ensure you can get the best from the system and use it most effectively:

CMS e-learning

We have a CMS e-learning package that is provided free of charge to all Users.

The training is provided using Flash Player software. You can install the latest version of Flash Player from the Adobe website.

Access Controls

Access Controls is a self-service application. It allows Users and LSOs to manage access to our online services:

All new Users will have Access Control as part of the account set-up process provided by User Administration Services. The options available will be dependent on your need and will be managed by your LSO.

CMS Maintenance

A CMS maintenance window exists between midnight - 7:00am every day. The service will be unavailable during these hours.

Please visit our System Outage page for more information on our maintenance windows.

Contact CMS

To contact the CMS Team, please:

Email CMS Email Access Controls Find My Supplier Joint Office Diary Log a system fault

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