Contact Management Service (CMS) Rebuild Project


The CMS (Contact Management Service) needs replacing. You have told us that some of the processes simply don’t work or are inefficient. So rather than just replace, we want to rebuild, hence the initiation of the CMS Rebuild Project.

After holding 18 initial requirements gathering workshops in December and January and 11 ‘Ideal To-Be’ process workshops that ran from February to April we have completed the first phase.

Throughout this period over 500 requirements have been identified. This has helped us understand what does and doesn’t work for you and how the processes should operate.

We are now in the process of preparing for both internal and external DSG workshops where we will be conducting further analysis to develop requirements. Details of the sessions will be available once dates have been confirmed. Following these workshops, a solution will be selected.

For information how you can get involved please contact or

Have your say - Register your place on the following workshops




Targeted Constituency

Book Online

CMS Rebuild - Must Reads (MUR) Follow Up - CLOSED


13:30 - 15:00

Open Invite

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CMS Rebuild Project Timeline


Pain Points and Requirements

These are the High Level Requirements documented during the Capture Stage and will be taken forward into Detailed Design where they can be explored in more detail, so they may change during the next stage.

CMS Rebuild - All Pain Points & Requirements

A consolidated spreadsheet of the CMS Rebuild Requirements Gathering outputs

Last updated on 09 Jun 2021

Ideal 'To-Be' Process Flow Diagrams

The ideal 'To-Be' process flows for all processes can be found below. For each process there are two process flows; one with the requirements mapped for traceability and one without for you to make your own commentary on if required.

For all process XC refers to Cross Communication, DC refers to Data Clarification and PSC is a Previously Submitted Contact.

ADD/UNC - Click to View

DUP - Click to View

FOM - Click to View

GSR (with Requirements) - Click to View

GSR (no Requirements) - Click to View

ISO/DTL - Click to View

MNC - Click to View

MUR - Click to View

MUS - Click to View

RFA/CDQ - Click to View

TOG (with Requirements) - Click to View

TOG (no Requirements) - Click to View

Miro Board Content

This section will contain all the information captured on the Miro Boards.

ADD/UNC - Click to View

Consumption Adjustments - Click to View

ISO / DTL - Click to View

Shipperless and Unregistered - MUS - Click to View

Shipperless and Unregistered - GSR - Click to View

Theft of Gas - Click to View

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