NOSI

One of the highest profile issues in the UK Energy Retail Market has been the negative customer experience associated with switching energy supplier. In order to pro-actively address the recognised problems in this area OFGEM, the UK Energy Suppliers formed the Customer Transfer Programme (CTP).

The principle objectives of the CTP were twofold:

• Identify and develop solutions to prioritize root causes of customer switch issues; and
• Fast-track the implementation of solutions as appropriate.

Following a successful tendering exercise, our brief at the time was to design and deliver a bespoke communications service that would provide the incoming supplier with key incumbent Old Supplier data information in near real time in order to better improve the CTP process.  Reliability of service, speed of deployment and a value for money solution offering were seen as prerequisites.

Introduced in 2006, our “NOSI” service is provided to the UK Big 6 gas suppliers and has been a crucial element in improving stakeholders’ experiences in the overall the change of supplier process. Fact Sheet