CMS rebuild product

Learn about the CMS rebuild product and explore how the new processes will work.

Page contents

    What is the CMS rebuild product?

    Our Contact Management Service (CMS) provides the ability for our DSC customers to query and update their data within their own portfolio. 

    It is an ageing system that needed to be updated to cater for new ways of working and make it much easier for customers to use. Following direct feedback from customers it was agreed that a rebuild was necessary. 

     

    What’s happened so far?

    It was important to understand customer pain points and in late 2020, we engaged with customers, initially through a survey and then through a series of detailed workshops, mapping “as is” and “to be” processes. 

    The survey revealed: 

    • exactly how customers used CMS 
    • what their specific pain points were 
    • which process improvements they wanted us to prioritise 

    Using this information, we set up workshops with customers to explore each process in depth. More than 200 pain points were identified, leading to 500 requirements for the new system. Using this valuable insight, the ideal “to be” processes were then mapped. 

    During this time, we facilitated over 50 workshops with 200+ customers. These sessions ensured our customers’ needs were clearly reflected and helped us identify where further refinements were needed. 

    Funding options were then discussed and voted on at the Contract Management Committee (CoMC). The CoMC decided to support our proposal to budget for a subscription-based funding model for the replacement system.

     

    What’s coming next?

    Collaboration will continue with customers as we move forward. We’ve set up regular customer focus groups to provide progress updates, understand customer impacts, testing and training needs as the new processes are released.  

    The first focus group will provide a recap on the project so far and establish objectives for the sessions going forward. In the following sessions, we’ll continue to incorporate customer requirements into our development and: 

    • provide updates on our progress 
    • share demos as the system develops 
    • identify and discuss customer impacts 
    • agree when change packs will be produced
    • decide on a testing approach  

    We’ll share the agenda for each focus group 7 days in advance.  

    You can view the dates and times for each focus group in the table below: 

     

    Customer focus groups schedule

    Date 

    Time Start 

    Time end 

    Minutes

    06/04/2022 

    11:00 

    12:00 

    Customer focus group

    04/05/2022 

    11:00 

    12:00 

    Customer focus group

    10/06/2022 

    10:00 

    11:00 

     

    06/07/2022 

    10:00 

    12:00 

     

    09/08/2022 

    10:00 

    12:00 

     

    09/09/2022 

    10:00 

    12:00 

     

    14/10/2022 

    10:00 

    12:00 

     

    08/11/2022 

    10:00 

    12:00 

     

    09/12/2022 

    10:00 

    12:00 

     

    10/01/2023 

    10:00 

    12:00 

     

    07/02/2023 

    10:00 

    12:00 

     

    07/03/2023 

    10:00 

    12:00 

     

     

    Helpful documents

    Find documents we’ve published during the rebuild project below.

    This document includes all the requirements we pulled together from early customer workshops.

    CMS rebuild – all pain points and requirements

    The documents below show how each new process will flow.

    Please note that XC refers to cross communication, DC refers to data clarification and PSC is a previously submitted contact.

    ADD/UNC

    DUP

    FOM

    GSR (with requirements)

    GSR (no requirements)

    ISO/DTL

    MNC

    MUR

    MUS

    RFA/CDQ

    TOG (with requirements)

    TOG (no requirements)

    These documents show how we developed ideas and collaborated through the rebuild project.

    ADD/UNC

    Consumption Adjustments

    ISO/DTL

    DUP

    Shipperless and Unregistered - MUS

    Shipperless and Unregistered - GSR

    Theft of Gas

    FOM

    MNC

    MUR

    Contact us

    If you need more information on the CMS rebuild project please contact Joanne Williams, Product Manager.

    Email

    Register for a customer focus group

    You can register for a customer focus group using the link below

    Register