National Smart Metering Program

Smart Metering Infrastructure BPPRG - Indicative Service Levels Proposed by Industry for SMI Services Introduction The purpose of this document is to describe the proposed Business Process service levels proposed by the BPPRG members. These are presented as a: •

High Level summary table that scopes the full range of the proposed service levels for the Business Processes

•

Proposed service levels shown by industry sector for each Business Process.

The Service Levels represent the end-to-end processes specified in each business process. The end-to-end process commences with the party who initiates the process and finishes when the requesting party receives information about the completion of the request. In assessing the proposed service levels note that: •

More attention has been given to the prioritised business processes

•

Service levels are to be measurable

•

Performance to be measured statistically over a period (e.g. one year)

•

Short–term customer focussed performance is a key issue.

1 Tuesday, 16 August 2011

High Level Summary – Business Process service levels The following table summarises the business processes into categories and shows the proposed range of Service Level for each process as follows:  “Min” column indicates the proposed absolute minimum time required to process a Business Process  “Typical column indicates the proposed averaged time required to process a Business Process  “Max” column indicates the proposed absolute maximum time required to process a Business Process As noted the figures presented in the table below are the minimum and maximum values proposed by BPPRG members. (e.g. if there are two values provided by the BPPRG for a business process of 5min and 10min, the absolute least value will be used). The figures are also a combination of Customer Service Standards & Participant Service Levels as described under the Detailed Summary section. Category

Business Processes

Min

Typical (Avg)

Max

Services Requested (SR)

BP01 - De-en

5min

2 hours

Same Day

A request made by an authorised party to initiate a function in a SMI meter.

BP02 - Load management*

10min

1 Business Day

10 Business Days

BP03 - HAN load management

30min

6 hours

Same Day

BP04 - Supply capacity control

30min

24 hours

24 hours

BP06 - Metering Data – Special read (partial)

4hours

12 hours

10 Business Days

BP07 - Reactive energy sampling

10min

1 hour

1 hour

BP08 - Re-en

5min

2 hours

Same Day

BP10 - Customer Transfer

10min

60min

BP14 - Remoter meter service check

5min

2 hours

BP15 - HAN messaging

10min

3 hours

Same Day

BP21 - Priority Override request

5min

20min

60min

BP22 - Network Tariff change

30min

BP23 - Software Enhancement* BP24 - New Connection BP25 - Meter Exchanges (rollout)*

10 Business Days TBD

2 Business Days

BAU as per Jurisdiction As per Ministerial rollout 2

Tuesday, 16 August 2011

Category

Business Processes BP26 - Meter Exchanges (existing)

Min

Typical (Avg)

Max

2 Business Days

BAU as per Jurisdiction

BP27 - Meter settings

30min

1 Business Day

Services Provided (SP)

BP05 - Event log collection

5min

Next Day

10 Business Days

A service provided (without a request being initiated) that utilises a function in a SMI meter.

BP06 - Metering Data – routine read

5min

Next Day

Next Day

BP16 - Network security events

7min

10min

10min

BP17 - Customer supply monitoring*

As per SMI FS (7.11), 90% of meters within 1 hour

BP18 - Meter loss of supply*

As per SMI FS (7.11), 90% of meters within 1 hour

BP20 - Fault restoration Indirect Service Use (ISU)

BP09 - Third Party Registration*

Services required that do not use directly use a SMI meter.

BP11 - NMI Discovery

5min

30min

TBD Near 'real time'

BP12 - Wholesale settlements*

TBD

BP13 - Service charging BP19 - Standing Data Verification

10min

Monthly invoice assumed 5min

2 Days

2 Days

* Detailed service levels are not available for these Business Processes.

3 Tuesday, 16 August 2011

Detailed Level - Business Process Service Levels The following tables show the proposed Service Level timings associated with each Business Process.  Customer Service Standard (CSS) - Measures the time from the request to the action at the customer’s premises  Participant Service Level (PSL) - Measures the time from the request to the acknowledgement to the requestor of the request completion

BP01 SMI De-energisation process | BP08 SMI Re-energisation process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

10 min

•

Customer on phone who wants account closed with retailer

•

Notification and market system update same day

•

Safety check is manual currently

•

Meet customer expectations

•

No requirement for notification and market update until next day

•

Vic requirement

•

notification and market update within 24 hours

(Industry sector only) CSS

Retailer

5 min

CSS

Distributor

3 hours

CSS

Retailer (Customer Service Standard) Customer group

•

•

CSS

CSS

Within 10 mins of specified date and time. For same day request notification within 1 hour of request.

Distributors (x2)

Distributor

Same day

Reasonable endeavours within 2 hours 2 hours

3 hours

4 Tuesday, 16 August 2011

BP03A – Appliance registration on HAN Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

60 min

•

Subject to binding time under SEP 2.0

•

Indicated time includes notification from service provider

•

Same day notification from market systems

(Industry sector only) PSL

CSS

PSL

CSS

CSS

Retailer

Distributor

Retailer

30 min

1 hour

Same day

•

2 business days where manual intervention is required

Notification of completion same day

•

Within 10 mins of specified date and time.

•

Indicated time includes notification from service provider

•

Market systems can be next day

•

For same day request notification within 30 mins of request.

•

Timings are subject to request being fully automated

•

Subject to binding time

•

Notification of completion same day

•

Market systems can be next day

•

Notification of completion same day

•

Market systems can be next day

Distributors

Distributor

•

Within 6 hours

Within 1 hour

•

Same day

5 Tuesday, 16 August 2011

CSS

CSS

Distributors

2 business days

Distributor

Within 6 hours

•

Subject to Service Provider intervention with Customer required

•

Concerns about errors in relaying device ID and device security code to enable registration

•

Subject to request being fully automated

BP06 – routine reading of metering data Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

Availability to market participants of the interval metering data for a day for each collected channel - No less than 95% being actual data from meters, (with the remainder substituted), to be available by 6am the following day;

Availability to market participants of the interval metering data for a day for each collected channel - No less than 99% of actual data within 24 hours of the time in previous point; and

Availability to market participants of the interval metering data for a day for each collected channel - No less than 99.9% of actual data within ten business days from day the consumption occurred.

Vic requirement

(Industry sector only) PSL

Distributors (x2)

PSL

Retailers (x2)

4 Hours after midnight 99%

24 Hours after midnight 99.9%

PSL

Distributors (x3)

By 8am the next day 80%

Two days 98%

•

Current market 1 to 4 requirement

•

Why have service levels tighter than the existing interval data market 6

Tuesday, 16 August 2011

BP06 – Special reading of metering data Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

10 min

•

Customer on phone who wants account closed with retailer

•

Notification and market system update same day

(Industry sector only) PSL

Retailer, Customer group

5 min

PSL

Distributors (x3)

Next day

PSL

Retailer

Next day

PSL

Distributors (x2)

Next day

May involve routine read and delivery next day

BP15 – HAN [customer] messaging Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) CSS

Retailer

30 min

60 min

Includes notification within time

CSS

Distributor

1 hour

Same day

•

Notification of completion same day

•

Excludes Group messages

CSS

Retailer

•

Within 10 mins of specified date and time.

•

For same day request notification within 30 mins of

Notification of completion same day

7 Tuesday, 16 August 2011

request. CSS

Distributors (x3)

Within 3 hours

CSS

Distributor

Within 3 hours

•

Vic FS performance requirement

BP04 – Supply Capacity Control Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

Within 60 min of requested date/time and 60 minute minimum

Include notification within time

(Industry sector only) CSS

Retailer

CSS

Distributors (x2), Customer group

CSS

Retailer

CSS

Distributor

Within 30 min of requested date/time and 30 minute minimum 24 hours (minimum) and within 2 hours of time requested 2 hours (minimum) in advance of effective date/time

•

Notification within 24 hours

•

market systems next day

2 hours (minimum) in advance of effective date/time

•

Notification within same business day

•

market systems next day

BP05 – routine and adhoc Event Log collection for metering data validation Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

no less than 99.9% of

•

(Industry sector only) PSL PSL

Distributors (x2)

no less than 99.5% to

Vic requirement 8

Tuesday, 16 August 2011

be available by 5 business days

actual data within ten business days from day the consumption occurred

PSL

Retailers (x2)

2 Hours after midnight 99%

18 Hours after midnight 99.9%

PSL

Distributors (x3)

By 4am the next day 80%

One days 98%

•

SP AusNet to review

BP05 – Routine Event Log collection other than for metering data validation Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

no less than 99.9% of actual data within ten business days from day the consumption occurred

•

Vic requirement

•

SP AusNet to review

(Industry sector only) PSL

Distributors (x2)

no less than 99.5% to be available by 5 business days

PSL

Retailers (x2)

2 Hours after midnight 99%

18 Hours after midnight 99.9%

PSL

Distributors (x3)

By 4am the next day 80%

One days 98%

BP05 – adhoc Event Log collection other than for metering data validation Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer, Customer group

5 min

10 min

9 Tuesday, 16 August 2011

Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Distributors (x3)

Next day

PSL

Retailer

Next day

PSL

Distributors (x2)

Next day

May involve routine read and delivery next day

BP11 – NMI discovery Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailers (x2)

“Near real time”

Based on web services commencing in November

BP13 – Service charging Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Monthly invoice assumed

BP22 – Network tariff change Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

5 business days

Subject to effective date of transfer and meter settings request (including

(Industry sector only) PSL

Customer group

24 hours

10 Tuesday, 16 August 2011

Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) feasibility check) being actioned with change of network tariff PSL

Retailer

•

within 30 min of a future date and time requested

•

within 1 hour of a future date and time requested

•

With a minimum time of 24 hours (to be reviewed)

•

With a minimum time of 24 hours (to be reviewed)

PSL

Retailer

24 hours

PSL

SP AusNet, Powercor, Essential, Energex

2 days

Subject to effective date of transfer and meter settings request (including feasibility check) being actioned with change of network tariff

10 days

BP27A – Meter Settings LNSP Functions Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

1 hour

•

Time includes notification

•

Market systems updates same day CSFP functions and SMI Maintenance functions

(Industry sector only) PSL

Retailer (x2), Customer group

30 min

• PSL

Distributors (x2)

40 min

90 minutes

LNSP functions only

PSL

Distributors (x2)

40 min

90 minutes

SMI Maintenance functions

PSL

Distributor (x1)

40 min

90 minutes

CFSP functions

PSL

Distributor (x1)

1 business day

SMI Maintenance functions (based on program being provided) 11

Tuesday, 16 August 2011

PSL

Distributor (x1)

1 business day

CFSP functions (based on program being provided)

BP02 – Load Management CLC/R Process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

2 business days

•

Time includes devices that require a truck visit

•

Time includes devices that require a truck visit Based on current adds & alts timeframes

(Industry sector only) PSL

Retailer (x2)

1 business day

PSL

Distributors (x2)

10 business days

• CSS

Retailer

• •

PSL

Retailer

•

Notification within 10mins (of specified time and date) Notification within 30mins (for same day request)

30mins

•

60mins

Indicated time includes notification from service provider Market systems response can be provided the next business day

•

Subject to binding time under SEP 2.0

•

Indicated time includes notification from service provider

•

Same day notification from market systems

12 Tuesday, 16 August 2011

BP07 – Reactive Energy Sampling process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

60mins

•

Indicated time includes notification from service provider

•

Same day notification from market systems

•

Indicated time includes notification from service provider

•

Next day notification from market systems

(Industry sector only) PSL

CSS

Retailer

Retailer

30mins

• •

PSL

Notification within 10mins (of specified time and date) Notification within 30mins (for same day request)

Distributor

1 hour

BP10 – SMI Customer Transfers Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer

•

•

CSS

Retailer

•

Notification within 30mins (of specified time and date of completion notice being received) Notification within the same day (for same day request)

60mins

Notification within 10mins (of specified time and date) 13

Tuesday, 16 August 2011

•

Notification within 30mins (for same day request)

BP14 – Remote Service Checking Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

10mins

•

(Industry sector only) PSL

Retailer (x2), Distributor (x1)

5mins

• PSL

Distributor (x1)

10mins

2hours

A customer is on the phone who wants account closed with retailer immediately Notification and market system update same day  Tentative position

BP16 – Network Security Event and Notification process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer (x2), Distributor (x1)

10mins

•

Initial notification

PSL

Retailer (x2), Distributor (x1)

10mins

•

Rectified notification

PSL

Distributor (x1)

•

Requests to SMI to operate

PSL

Distributor (x3)

•

Requests to SMI to operate

7mins 5mins

Notes: Notification to entitled parties from SMMS – dependant on the nature of the event and types of requests applied.

14 Tuesday, 16 August 2011

BP19 – Standing Data Verification Process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer (x1)

10mins

PSL

Retailer (x1)

PSL

Distributor (x1)

2hours

PSL

Distributor (x3)

2 days

5mins

10mins

•

From receipt of request

•

From receipt of request

•

Does not take account of proposed new NECF requirements

Notes: Assumes entire process is automated i.e. no manual intervention required

BP20 – Fault Restoration process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer (x2), Distributor (x1)

10mins

•

Initial Notification

PSL

Retailer (x2), Distributor (x1)

10mins

•

Rectification Notification

PSL

Distributor (x2)

PSL

Distributor (x3)

5mins 30mins

Notes: Times stipulated are once event has been determined.  Fault restoration may need to be set out in the NER in accordance with meter type  10 Business days in accordance with existing Comms restoration process

15 Tuesday, 16 August 2011

BP21 – Priority Override Request Process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

10mins

•

Same day notification

(Industry sector only) PSL

Retailer (x2), Distributor (x1)

5mins

PSL

Distributor (x1)

10mins

•

Next day notification

PSL

Distributor (x1)

30mins

•

Next day notification

PSL

Distributor (x1)

60mins

•

Once acknowledged at SMI Meter

BP24 – New Connection process Performance measure

Proposed by

Min (time) 95%

Typical

Max (time) 99%

Justification

Max (time) 99%

Justification

(Industry sector only) PSL

Retailer (x1)

2 business days

PSL

Distributor (x5)

BAU

BP26 – Meter exchange (existing) Performance measure

Proposed by

Min (time) 95%

Typical

(Industry sector only) PSL

Retailer (x2)

2 business days

PSL

Distributor (x2)

10 business days

PSL

Distributor (x3)

BAU

16 Tuesday, 16 August 2011