Business Plan - Appendix A. Quality Policy and Service Objectives

Quality Policy:

1. Our customers are:
   • CER
   • Electricity Suppliers
   • Eirgrid
   • Generators
   • ESB Networks
   • New entrants
2. We consult extensively with our customers to develop a business plan that meets their needs
3. We deliver a timely accurate and friendly service
4. We actively seek customer feedback to review and continually improve our service

Our Processes

1. We comply fully with all regulatory and legal requirements
2. We set measurable targets for the quality of our service and the effectiveness of our processes
3. We actively pursue a policy of continual improvement through ongoing management review.

Our People

1. We ensure that our people are competent and empowered to carry out their roles through recruitment, training, performance management and professional development.
2. We combine our ideas and skills to improve the quality of our service

Our Mandate

1. We operate within the budget presented to the Industry Governance Group and approved by the Commission.
2. We work to the annual business plan presented to the Industry Governance Group and approved by the Commission.
3. We regularly report to the Commission on progress.

We utilise the RMDS management System to support our processes as a framework for continual improvement. This is a documented management system designed to meet the requirements of ISO9001:2008 standard.

RMDS is committed to delivering the highest quality of service. We have attained certification to the IS EN ISO 9001:2008 standard and will continue to improve on this over the coming year.

The Retail Market Design Service provides an impartial, friendly and expert service and support to all market participants, active or prospective, in the electricity retail market design and its operation. We are committed to carry out our role to the highest standards of quality and professionalism. (We will play our part in 'making the market work'.)

Service Objectives:

As part of the development of the Management System, the following core objectives have been identified. We will measure and track these and report on progress:

Area	Activity	Measure	Objective
Customer	Surveys	No. per year	1
	Process Design releases	No. of significant errors	0
	Query Helpline	Response time to Design Queries	5
	Market Meetings	Agendas (days before meeting)	5
		DDraft RMDS Presentation(days before meeting)	2
		Working Documents (days before meeting)	2
		Final Presentations (days after meeting)	2
		Draft Minutes to CER (days after meeting)	5
		Circulation of IGG Minutes (days after meeting)	10
		Circulation of Conf. Call Minutes (days after meeting)	5
		Open/Carried Forward Action Items list (days before meeting)	1
		New Action Items List (days after meeting)	2
		Resolution or escalation of IGG Actions (weeks)	12
	Change Control	Circulation of documents (days before meeting)	5
	System planned outages	Notice of part weekend outage (days)	5
People	Training and Development	Personal development plan completion	5
CER	Mandate	Formal reviews	10
Financial	Financial Plan	Expenditure within overall budget	100%

Other Standards:

We publish these standards as guidelines and work to keep to them.

Area	Activity	Measure	Objective
Process	Design releases	No. of non-significant errors	< 5
		Response time to queries requiring input from 3rd parties (e.g. ESBN)	10
		New Release of design documents (no. of typographical errors)	0
	Information released to website	Time to release from receipt	< 1 day