Our customers are the reason we exist
We're funded by energy suppliers, with their contributions based on market share. This enables us to provide the secure national infrastructure that’s underpinning the roll-out of smart meters across Great Britain.
We’re here to help everyone lead smarter, greener lives, so our customers views are extremely important to us. We collaborate with our customers, via multiple channels, regularly gathering feedback on our services to ensure that they meet both current and future needs.
How we engage with our customers
SEC Panel and Committees
The Smart Energy Code (SEC) is the agreement that defines the rights and obligations of energy suppliers, network operators and other relevant parties involved in the management of smart metering in Great Britain.
The SEC Panel is responsible for managing the SEC.
We attend SEC Panel and all SEC Committees to gain input and support on our activities.
Quarterly Finance Forum
A forum where we present our charging statement for the upcoming year, as well as our 3-year financial forecast. It’s also an opportunity for us to update and discuss key programme updates.
Senior level meetings to discuss customer needs, DCC performance and our strategic roadmap.
Programme specific events
These can include insight workshops, webinars with smaller suppliers and consultations on proposed activity.
This is a regular meeting for the DCC and our customers to discuss key aspects of service management. Representatives from all SEC Parties are invited to attend.
The Operations forum covers the following:
- Incident management
- Problem management
- Catalogue service requests
- Service Centre arrangements
- Change and release management
- Automation interface requirements
- Self-Service Interface (SSI) service management requirements
Design Release Forum
The Design Release Forum provides transparency at a design/technical level. Through the forum we engage with customers and encourage their input into the proposed design.
We are regulated by Ofgem, the Energy Regulator. As part of our licence, we have an obligation to engage and consult with our customers, as well as Industry, on key matters affecting the sector. Each year, as part of Price Control, Ofgem consult with Industry to gauge how well we’ve delivered against this. If we’re deemed to not have delivered against expectations, some of our costs will be disallowed.