R0161Workgroup

R0161: Enabling Robotics for SDEP

REC (Retail Energy Code)·notice·LOW·27 Mar 2024·source document

What is being proposed

The Secure Data Exchange Portal (SDEP) is a mailbox that enables the transfer of sensitive customer related data in a way that ensures data is safe and secure. Suppliers are obliged to send and receive queries and escalations via the SDEP. Unfortunately, the SDEP has issues in bulk resolving processes which could be solved by the removal of the prohibition of the use of robotics. For example, there is no function to be able to retrieve cases specific to each team, work these and then automatically issue a response. Currently, to get the same kind of functionality, an agent or team lead would need to manually process this. In another scenario, under REC schedule 30, as part of each of the processes, we are obliged to issue an escalation where there has been no response within set timeframes. Prior to SDEP implementation, we would be able to issue email escalations automatically where there was an absence of a response flow. With the SDEP this process is now manual: an agent will need to sign in to ECOES, navigate to the appropriate module, and input the data.

Details

Proposed byOvo

Decision byPanel (Self-Governance)

GovernanceSelf-Governance

Impact onElectricity Suppliers, Gas Suppliers

CodeRetail Energy Code

Timeline

Proposal raised27 Mar 2024✓

Analysis

REC code modification. See the codes page for full details.