Read our Customer Handbook and FAQS

We are pleased to share with you our Customer Handbook and Frequently Asked Questions (FAQs). The handbook contains essential information relating to the introduction of the new operating model, including details of where and how customers can expect to interact with both Xoserve and Correla moving forward.

Published on 25 Feb 2021

Last month we announced that Xoserve is in the final stages of restructuring its existing operations and will be creating a new, independently owned sister company, called Correla.

The restructure will see Xoserve become a specialised contract management and assurance company, retaining its role as the Central Data Service Provider (CDSP) and accountability for the Data Services Contract (DSC).

Meanwhile, Correla will deliver DSC services back to the industry on behalf of Xoserve, through a newly created commercial contract, known as the Data Services Contract Plus (DSC+). This contract takes effect from 1st March 2021 and is fully aligned to the obligations in the DSC contract.

From 1st March 2021 there will be a planned transition period, with full separation of the two businesses targeted to complete in April 2021. To guide and support customers through this transition to a new operating model, we are pleased to share with you our Customer Handbook. The handbook contains essential information relating to the introduction of the new operating model, including details of where and how customers can expect to interact with both Xoserve and Correla moving forward.

What does this mean for you?

The successful delivery of DSC commitments remains a shared priority for both organisations, with the DSC+ introducing a highly incentivised customer centric framework to drive operational and delivery performance by Correla. A robust assurance and contract management capability will also be applied by Xoserve. The combination of these capabilities will drive greater service and commercial value, whilst enabling opportunities for innovative new products and services to be delivered for the benefit of our customers.

There will be minimal change in how you engage with the delivery of DSC services. Below is a brief summary of what to expect from 1st March 2021.

What will stay the same?

What will be different?

  • Day-to-day contacts
  • The role of Customer Advocates
  • Telephone numbers
  • Email addresses for employees remaining with Xoserve
  • Generic email accounts (existing .boxes)
  • System access and log on details to:
    - Data Discovery Platform (DDP)
    - Data Enquiry Service (DES)
    - Contact Management Service (CMS)
    - UK Link - Information Exchange (IX)
    - Gemini
  • Help and support
  • Complaints procedures
  • Customer training
  • Business Planning process
  • Customer Change Team
  • Employees moving to Correla will be assigned a new Correla email address, e.g. andrew.szabo@correla.com. Emails will be auto-forwarded, where an individual email address has changed from Xoserve to Correla. Activities supporting the roll-out of the new email addresses will be taking place from the evening of Friday 26th February until Sunday 28th February, during this time you may receive out of office responses from Correla email addresses.
  • We’d recommend:
    - Checking your junk email filters should you notice a reduction in email content you’d normally receive
    - Ask your IT department to add correla.com to any rules which they have applied for xoserve.com

 

What happens next?

Our separation timeline remains subject to a final Go/No-Go decision by the Xoserve Board on Friday 26th February 2021.*

We are now in the final phase of due diligence for the selection of Correla’s private investor with the expectation that details of the chosen investor are announced once the sale completes, which is targeted for April.

You can find out more about the restructured Xoserve organisation here.

Questions

Alongside our Customer Handbook, we are sharing with you a Frequently Asked Question (FAQ) document. If you have any questions that can’t be answered by our FAQs, please email them to mercury@xoserve.com.

Customer Handbook - Singles

Last updated on 24 Feb 2021

Customer Handbook - Spreads

Last updated on 24 Feb 2021

Customer Handbook - Frequently Asked Questions

Last updated on 12 Apr 2021

Xoserve Organisation Design (January 2021)

Last updated on 20 Apr 2021

* On Friday 26th February 2021, the Xoserve Board gave a Go decision for the separation timeline.