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Operational Support
Introduction
If you are a BSC Party, please
refer to BSC Signatories page to identify your OSM. If you
are a Party Agent, please refer to the Qualified
Persons page. For further information on the OSM service,
or if you do not have an OSM assigned to your company and would
like one, email OSMmanagement@elexon.co.uk.
ELEXON has improved its Operational Support Management
function response to customer feedback. We now have a dedicated
team of Operational Support Managers (OSM) providing tailored
help and guidance to BSC Parties and their Agents.
As part of the market entry and accession processes, we
offer dedicated operational support to all new entrants
(Parties or Party Agents). All new entrants to the BSC are
asked if they want operational support and for how long they
want it and ELEXON appoints an appropriately skilled and
knowledgeable OSM to help them to resolve BSC related
operational issues. Support can continue or the level of
support may reduce as they gain experience of BSC systems and
processes.
Our experience of providing the OSM service enables us to
tailor it to meet the needs of participant types; these are
broadly split between Supplier Volume Allocation (SVA –
the Supply side) and Central Volume Allocation (CVA)
markets.
Operational Support SVA Parties and Party
Agents
"Our focus is developing excellent working relationships
with our customers. Excellent working relationships make it
easier for us to fulfil our three service lines." –
Victoria Moxham, Customer Support Team Leader.
Participant Relations: We aim to know your
businesses so we can deliver an OSM service to suit your needs.
OSMs also keep you informed of events and corporate
developments and are there for you to give us feedback on our
activities and the operations of the BSC.
Operational Support: OSMs provide operational
support and education. As well as regular meetings to discuss
performance and operational issues, we can deliver tailored
education sessions, calling on support from other ELEXON
departments when necessary.
Error and Failure Resolution:
The Error and Failure Resolution (EFR) process is a
preventative technique which forms part of the
Performance Assurance Framework (PAF). OSMs monitor and
track information to identify process or performance failures
at an early stage, and to prevent them from escalating. OSMs
work closely with the Performance Assurance Board (PAB) to
address performance issues, and play a vital role in ensuring
EFR is applied consistently and transparently across the
market.
While the OSM Service enables BSC Parties to have more
direct contact with ELEXON, the ELEXON Helpdesk is also a
source of advice in the resolution of operational queries.
For more information on the Helpdesk or to contact it please go
to the Helpdesk page of this site.
Operational Support to CVA Parties and Party Agents
As the BSC arrangements have now ‘bedded down’,
not all CVA participants want a dedicated OSM. For advice or
urgent queries on any operational area, support is provided
through the ELEXON Helpdesk. For contact details or more
information on the Helpdesk, go to the Helpdesk page of this
site.
If you are a CVA participant and would like a dedicated OSM,
please email: OSMmanagement@elexon.co.uk.