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Error and Failure Resolution
The Error and Failure (E & F) Resolution Process is a
key preventative, detective and corrective process within the
Performance Assurance Framework (PAF).
The information presented in this section is designed to
explain the E & F Resolution Process and also to provide
advice and guidance to market participants to help resolve or
prevent common problems associated with market operations.
ELEXON aims to encourage all participants to rectify errors
using an agreed and formalised practice and approach.
Detection
The techniques that make up the PAF, including the Audit,
Technical Assurance, and Reporting and Monitoring are used by
ELEXON to identify potential or existing operational
performance issues with BSC Parties and Party Agents. Issues
may also be identified by participants themselves or in contact
between participants and their Operational Support Managers
(OSMs).
When an issue is identified, ELEXON will contact the
relevant participant to obtain more information and the issue
is captured with the Performance Issue Management Process to
ensure the impact of the issue on Settlement process is fully
understood and to ensure that the corrective actions in place
are appropriate.
Problem Proforma
The Error and Failure Resolution technique is an internal
process which allows ELEXON to monitor the progress of
performance problems. When an issue that has been detected is
determined to materially affect the accuracy of balancing and
settlement, excessively disrupts the operation of balancing and
settlement, or causes non compliance with the BSC, for any
Settlement date, ELEXON will request the completion of a
Problem Proforma.
The objective of the problem proforma is to:
- Inform ELEXON of the causes of the problem, its impact
and the corrective action being taken
- Assure ELEXON that the problem is fully understood, that
corrective action is appropriate and that the problem is
under control
- Enable ELEXON to monitor the resolution
Problem Proformas are reviewed by ELEXON. This process
includes ensuring that it adheres to the problem proforma
guidelines and that the corrective action is robust. Comments
are returned to the participant to incorporate them in the
proforma before sending it back to ELEXON. This process is
repeated until the proforma is satisfactory, at which point it
is baselined (agreed as finalised) by ELEXON.
Resolution Monitoring
Each corrective action on the proforma will require a
milestone, set by the participant and agreed with ELEXON, which
the participant will be monitored against. When a milestone is
reached ELEXON requires confirmation from the participant in
addition to corresponding observable effects in settlement,
consistent with that milestone being achieved. If target
completion dates are not met, revised dates may be submitted
with approval from ELEXON and when all milestones have been
achieved a problem is deemed ready to be closed.
Closure
Closure of any issue can only be made when both the
participant and ELEXON confirm that the problem has been
resolved. Issues that have been detected by the BSC Operational
Audit may also be deemed closed by ELEXON however Audit Issue
Documents can only be closed with agreement from the
BSC Auditor following a site visit.
Escalation Procedure:
The escalation procedure will be initiated when:
- The problems being experienced by a BSC Party or Party
Agent are sufficiently serious in their impact on Settlements
or their impact on other BSC Parties
- The overall Performance Issue Management Process breaks
down. This may be caused by a Party’s lack of openness,
lack of commitment, failure to provide satisfactory problem
proformas, lack of understanding of causes of issues, or
inappropriate corrective action
If a problem passes through the escalation procedure without
resolution, the ELEXON escalation process interfaces with the
Performance Assurance Board’s (PAB) Escalation Cycle
(refer to BSCP 534 for further information) in order
to assist the resolution of the issue.
The diagram below outlines the various levels within the
‘internal’ ELEXON escalation process prior to
referring a BSC Party or Party Agent to the PAB’s
escalation cycle.
ELEXON Escalation Process
Explanation of ELEXON Escalation Process diagram
The ELEXON Escalation Process starts with the detection of
an error, followed by problem and resolution definition. Once
the required resolution has been detected and initiated, the
resolution activity is monitored against the planned solution.
Where resolution is successful, the issue can be closed.
Where this process breaks down and successful resolution is
not achieved, the escalation cycle is invoked. There are three
levels of escalation, followed by PAB involvement if resolution
and closure of the issue has still not been achieved following
intervention at Team Leader, Operations Manager and ELEXON
Director level.