Customer Engagement team and your OSMs

Allocation of an OSM

The allocation of OSMs is not an automatic process. To be allocated an OSM, a Party must have completed the Registration process and then should complete an Operational Support Manager Allocation Form and email it to [email protected].

The role of the OSMs

Customer 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 will listen to your 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.

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.

• More on Training services

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.

• More on the Error and Failure Resolution process