Great British Insulation Scheme suppliers reporting service Beta reassessment
Service Standard assessment report Great British Insulation Scheme suppliers reporting service 27/06/2024
Service Standard assessment report
Great British Insulation Scheme suppliers reporting service
| From: | Department for Energy Security and Net Zero (DESNZ) |
| Assessment date: | 27/06/2024 |
| Stage: | Beta reassessment |
| Result: | Amber |
| Service provider: | Ofgem |
Previous assessment reports
- Alpha report not published on GOV.UK – internal DESNZ assessment
- Beta assessment report
Service description
The Great British Insulation Scheme digital solution allows obligated energy suppliers to notify completed customer energy efficiency measures to Ofgem so that these measures can be entered onto a register and assessed against the eligibility criteria of the Scheme. This notification is by upload of a .csv file through the digital solution.
Ofgem users assess the eligibility of these measures. This assessment is part automated and part manual. Once complete, each measure is assigned either an approved or rejected status on the register. At the end of the scheme, Ofgem will use the register to determine whether each supplier has met their obligations.
Service users
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Large energy suppliers - Typically large energy companies have resources and capability to deliver the Great British Insulation Scheme or previous ECO schemes inhouse with a dedicated team. (Scottish Power)
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Medium energy suppliers - Small to medium energy suppliers are new to Great British Insulation Scheme, with limited resources and capability to deliver the Great British Insulation Scheme or previous ECO schemes by themselves. (Fox Energy)
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Regulator, Ofgem - Internal Ofgem support/compliance analyst team.
Things the service team has done well:
- Showed a more in-depth understanding of end-to-end user journeys and identified new pain points as a result of the work done since their initial assessment.
- Increased engagement with both the Ofgem and GOV.UK design communities, and reviewed designs to increase consistency with expected standards.
- Increased the amount of testing with users with access needs and implemented all A and AA issues identified in their Accessibility Audit.
- Used evidence from user research to open up conversations with business areas they have no direct responsibility for, to advocate for an improved overall service.
- Identified skills within their team that they were previously missing and worked to fill those gaps, which has resulted in them being able to implement a thorough approach to defining, collecting, understanding and responding to performance data. The set of metrics to be collected will be kept under review to ensure ongoing utility for reporting on and improving service performance.
1. Understand users and their needs
Decision
The service was rated green for point 1 of the Standard.
2. Solve a whole problem for users
Decision
The service was rated green for point 2 of the Standard.
3. Provide a joined-up experience across all channels
Decision
The service was rated amber for point 3 of the Standard.
During the assessment, we didn’t see evidence of:
- The team resolving all the identified pain points in the Assisted Digital journey. Since their first beta assessment, the team have undertaken further research with users to understand the Assisted Digital journey, which has highlighted potential pain points in these journeys. The team have identified a series of actions to resolve these pain points and expect to implement these within the next 1-2 months.
4. Make the service simple to use
Decision
The service was rated green for point 4 of the Standard.
5. Make sure everyone can use the service
Decision
The service was rated green for point 5 of the Standard.
6. Have a multidisciplinary team
Decision
The service was rated green for point 6 of the Standard.
8. Iterate and improve frequently
Decision
The service was rated green for point 8 of the Standard.
10. Define what success looks like and publish performance data
Decision
The service was rated green for point 10 of the Standard.
Next Steps
This service can now move into a public beta phase, subject to addressing the amber point within three months time and CDDO spend approval.
This service now has permission to launch on an Ofgem service domain with a beta banner.
The service must pass a live assessment before:
- turning off a legacy service
- reducing the team’s resources to a ‘business as usual’ level, or
- removing the ‘beta’ banner from the service