Customer Engagement team and your OSMs
Operational Support Managers (OSMs) offer dedicated operational support our customers – BSC Parties and Party Agents. Our experience of providing the OSM service enables us to tailor our services to meet your needs.
While the OSM Service enables you to have more direct contact with us, you can also get in touch with the BSC Service Desk as they can offer advice in the resolution of operational queries.
On this page
Allocation of an OSM
The allocation of OSMs is not an automatic process. To be allocated an OSM allocated, a Party must have completed the Registration process and then should complete an Operational Support Manager Allocation Form and email it to [email protected].
I am responsible for managing the Customer Operations team which is made up of a number of Operational Support Managers (OSMs) who provide operational support and education to our customers. The OSMs hold regular meetings with their associated customers to discuss performance and operational issues.
If you need any assistance, please feel free to contact me.
Operational Support Managers
If you want to check which OSM has been assigned to your company this information is available from the BSC Signatories and Qualified Persons web page.
The role of the OSMs
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 will listen to your feedback on our activities and the operations of the BSC.
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.
Training and Education
Education is one of the techniques which form part of the Performance Assurance Framework. OSMs and other experts will provide this support in plain English wherever possible. However, the responsibility remains with parties to operate under the provisions of the BSC, understanding and correctly applying its detailed requirements.
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. The 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.