Customer experience at Elexon BSC
When customers engage with Elexon and its role as the code administrator of the Balancing and Settlement Code (BSC) we are keen to ensure that their experience successfully meets their business needs. Elexon has established a Customer First strategy that enables us to review and measure all of the key areas our customer use and to ensure that each area or team delivers the services our customers’ rely on.
On this page
Strategy objectives
Elexon has established a Customer First strategy to ensure that we have a process in place that enables our customers to influence the direction of our services and to feedback on their experiences when engaging with us.
The strategy has at its core our key value of Customer First. Some aspects of our strategy are internally focused, such as having regular meetings with representatives from each business team to discuss what recent experiences they have had with their customers. This ensures that each business team keeps a focus on our customer experience in relation to the services they deliver.
The core part of our Voice of Customer (VoC) function that relates to our customers focuses on feedback opportunities, user groups, access to information, and direct support from our Operational Support Managers (OSMs).
We have formalised these objectives in our Customer Charter which includes our four key elements: Consistently good customer service; Operational Support Managers function; Voice of Customer strategy; and Accessible information and guidance.
Our Customer Charter in detail
Our Customer Charter states our commitment to putting our customers first and is a key objective within Elexon’s strategy. It sets out what you can expect from the services that Elexon delivers to you and by which we can be measured.
Consistently good customer service
What is our commitment to customers?
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Within 1 working day
acknowledge or answer the question, include an expected timeframe for next contact
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Within 5 working day
answer the question, close the query and to retain an audit trail update Remedy (if a BSC service Desk call)
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Complex responses
some queries are more complex and may take longer than 5WD, in this case customers need a progress update at least weekly
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Impartial responses
Elexon are an impartial not for profit organisation at the heart of the energy industry. We are happy to help and provide guidance around the BSC and BSCP obligations and processes to our customers, however we are unable to provide legal, financial, strategic or business advice.
Operational Support Managers function
What is our commitment to customers?
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Trusted
a dedicated team of reliable account managers providing a trusted single point of contact
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Personalised
OSMs understand our customers and use this to personalize communications
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Supportive but Critical friend
OSMs use their industry expertise to provide guidance in operational support, performance management and act as a critical friend
Voice of Customer
What is our commitment to customers?
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Customer feedback loop
we utilise customer feedback on our services, identify other sources of insight, draw out ideas for change, and where viable implement improvements.
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Improve outcomes
established escalation path through Customer Experience Manager and Distributed Service Management
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User Groups
set up User Groups to deliver enhancements to our existing or new systems and processes that our customers want and need
Accessible information and guidance
What is our commitment to customers?
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FAQs
digestible information on FAQ for key topics
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Training and education
training videos so customers have 24/7 access to the most requested topics
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Events
stakeholder events on key industry information
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News
utilising centralised mechanisms such as Newscast and Circulars keep our customers up to date with the latest Elexon news
Providing feedback and complaints procedure
We are always looking to improve our services and we are continually listening to your feedback, please contact us to discuss further at [email protected].
If you feel that we have not met the Customer Charter or would like to make a complaint, please refer to our Complaints Procedure document.
- Elexon BSC Customer Charter document version (Size: 386.63 KB)
- Elexon BSC complaints handling policy document (Size: 228.01 KB)
Customer surveys
Elexon engages regularly with its customers through services such as the OSMs, user groups and general feedback opportunities. We conduct an annual survey that enables our customers to submit comments on how we manage the BSC and associated services.
Ofgem commission an annual survey of customers and stakeholders who use the services run by the electricity code administrators. The survey is run by an independent company and is published on the Ofgem website.
Updating our BSC content and services
We are constantly evolving our services for our customers and promote them on a dedicated web page to help customers see what changes we have introduced. If you would like to see specific areas of our services improved or have feedback that will enable us to develop new services for our customers, please let us know.