Enhancing KVI Strategies for Effective Business Performance
Dive into the latest KVI review update focusing on key performance indicators, proposed consolidated KVIs, and detailed descriptions for system availability, issue resolution, and effective communication strategies. Explore commitment, scope, and measurement details to drive continuous improvement and innovation in customer relationship management.
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Presentation Transcript
KVI Review Update 9thJanuary 2020
Background KVI Workgroup met on 7th January 2020 Agreed in principle KVIs and the intention of the KVI Drafted Description, Scope and Commitment for each KVI Still to discuss; Measures Weightings Next steps: Arrange further workgroup meeting for end Jan 2020 Following slides provide the output of workgroup meeting held on 7th Jan.
Proposed Consolidated KVIs System availability / performance Issue Resolution Customer queries Defects resolution Incidents Effective communication Scheduled Communication files/reports Adhoc Communications Compliance Continuous improvement Innovation Customer Relationship Management (existing KVI) Data Security (existing KVI)
Strawman KVI System Availability/Performance Description Notwithstanding the contractual performance measures, where systems are unavailable or performance is not as expected, investigations will be carried out to identify the cause and reduce the risk of the issue being repeated. Scope Data Enquiry System (DES) Contact Management System (CMS) Xoserve Services Portal Gemini Commitment Monthly reporting on system performance For any identified issues, inform customers and provide plan for resolution Measure [utilise Xoserve Incident Summary to measure success]
Strawman KVI Issue Resolution Description Issues identified by Xoserve or customer relating to data or processes Scope Any issue that creates a pain point to customer(s) Commitment Score each issue in accordance with the Issue Resolution Matrix and carry out the action relevant to that score (please matrix for further detail) Measure [CoMC measure]
Issue Resolution Matrix Example Only THIS SLIDE REQUIRES FURTHER DEVELOPMENT Impact to Customer (consider number of customers impacted) Low (1) Medium (2) High (3) Financial Impact Licence Obligations Score Low (1) Medium (2) High (3) None None Yes 1 4 9 Key Low = 1 Medium = 2 High = 3
Strawman KVI Effective Communication Description Xoserve will provide meaningful communication to customers that is clear in both its message and who it has been sent to. Scope Effective Communication is split into Scheduled and Adhoc communication. Scheduled Communication regular reports/files that are provided to a customer in line with either a contractual or licence obligation Adhoc Communication any communication that is sent to a customer that is not Scheduled Communication. Commitment Scheduled Communication data is accurate (where Xoserve has this control) and issued on time Adhoc Communication will be clearly understood by the recipient what message is being delivered. All communications are in plain English There is clarity within organisations as to who else has received the message Measure [CoMC measure]
Strawman KVI - Compliance Description Complete a full compliance review of all services Xoserve provides to ensure customers meet their contractual and licence obligations and Xoserve is clear what it s obligations are. Scope Includes all processes that are performed on behalf of a customer Commitment Complete annual review Provide report to CoMC of the finding of the review Report to CoMC any indications of a compliance failure Produce action plan for approval at CoMC that will list actions for resolution or mitigation of any further failure. Measure [All actions complete within approved timescales]
Strawman KVI Continuous Improvement Description Xoserve to demonstrate that it has improved the customer s experience over the KVI year (01 April to 31 March). Scope Not limited Commitment Continually assess what we do to improve the services that we provide Test the success of the improvement at CoMC Measure [CoMC measure]
Strawman KVI Innovation [DRAFT THIS NEEDS FURTHER WORK] Description [Xoserve to create opportunities to develop solutions that meet new requirements; unarticulated needs; or existing market needs.] Scope Opportunities within the energy industry that benefit our customers Commitment Measure [CoMC measure]
KVI Customer Relationship Management (as currently drafted) Description Improve the quality and efficiency of Xoserve engagement with customers and value Scope Unlimited Commitment Customer agreed action plans You said, we did initiative Regular review and feedback sessions Measure [CoMC measure]
KVI Customer Data Security Description To protect the integrity and security of customer data at all times. Scope All data that Xoserve process on behalf of its customers Commitment Protect the integrity and security of our customers data at all times Notification of any data breaches to impacted customers within four hours of identification Resolution within two business days Continuous review of the Information Security Management policy. Continuously assess sensitive data location and risk, access activity, movement, and user behavior Regular internal technical audits External Audit (BSI ISO27001) certification Full compliance with the General Data Protection Regulation (GDPR) Engagement plans to raise awareness and understanding of the importance of customer data security Measure No data security breaches categorised as Critical or High No more than one (1) data security breaches categorised as Medium No more than five (5) data security breaches categorised as Low Measure calculated based on security breaches during a calendar month
Next Steps A follow up workshop will be arranged for end January 2020 to complete draft KVIs for CoMC review at February CoMC meeting. Aim to approve at March CoMC meeting.
KVI Review Plan Activity Owner Start Date End Date Status Xoserve 16/10/2019 16/10/2019 Complete Present approach & plan to CoMC Xoserve 17/10/2109 31/01/2020 Delayed Review KVIs and measures Xoserve 17/10/2019 28/02/2020 On target Carry out sessions to discuss KVIs with customers (via constituent groups) Xoserve 04/11/2019 15/01/2020 On target Develop strawman KVIs and measures Xoserve 20/11/2019 20/11/2019 Complete Provide progress update & share view of proposed KVIs November CoMC CoMC 18/12/2019 18/12/2019 Complete Review strawman KVIs at December CoMC CMs 19/12/2019 03/01/2020 Complete Provide feedback on strawman KVIs CoMC 15/01/2020 15/01/2020 On target First formal review of the draft KVIs and measures at January CoMC CMs 16/01/2020 07/02/2020 On target Provide any comments to Xoserve on the draft KVIs CoMC 19/02/2020 19/02/2020 On target Second review of the KVIs and measures at February CoMC CMs 20/02/2020 06/03/2020 On target Provide any comments to Xoserve on the draft KVIs CoMC 18/03/2020 18/03/2020 On target Final review & approval of KVIs at March CoMC Xoserve 01/04/2020 01/04/2020 On target New KVIs effective & published
