CMS rebuild

What is the CMS rebuild?

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

It's currently supported by an ageing system, which needs to be re-built to improve our customers' experience. 

Background

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: 

• how customers used the CMS 
• specific pain points with the business process and supporting system 
• focus areas for improvements 

Using this information, we set up over 50 workshops with 200+ customers to explore each process in depth. These sessions ensured our customers’ needs were clearly reflected and helped us identify where further refinements were needed. 

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. You can find more details in our pain points and requirements document. 

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.

Continued customer collaboration

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

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

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

Customer focus groups schedule

CMS delivery roadmap 

We’re sharing the latest version of our delivery roadmap below.  

This is subject to change based on prioritisation and industry discussions, target delivery dates are currently being defined and these will be shared shortly.

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Latest news

Version 1.1 - December 2022: 

We successfully implemented version 1.1 in December 2022, with the addition of the Duplicate Meter Point (DUP) Process and the new Set to Extinct (STE) contact code.

We also implemented Originator clarification (OC) and Configuration change (CC) functionality.

We’ve published Change Packs to ensure all customers are aware of these changes and can assess any impacts.

CMS versions

The table below details the CMS versions, release dates and any associated release notes. 

CMS rebuild rollout

The table below explains which version of the CMS you will need to use to access specific Contact types and functionality. 

Helpful documents and training material

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

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