Service Objectives

5.4.1 Service objectives

The RMDS Service Objectives are set out below.

Relevance to Our Customers and Services

These objectives are based on feedback from our customers and are aligned with our Quality Policy.

Senior Management Commitment

The RMDS Service Objectives are agreed with ESBN Senior Management, our customers and the Commission via the RMDS Business Plan.

Establishment of the Service Objectives

The Service Objectives have been briefed to our team and are measured by them. One service objective is dependant on the performance of a key service provider. We are in the process of agreeing a service level with this provider consistent with the overall requirement of the service objective.

Measurability of our Service Objectives

Progress against objectives is measured and reviewed at team meetings and the Management Review.

Service Objectives

Area	Activity	Measure	Objective
Customer	Surveys	No. per year	1
	Process Design releases	No. of significant errors	0
	Information released to website	Time to release from receipt	< 1 day
	Change Control	Circulation of documents (days before meeting)	5
	Query Helpline	Response time to Design Queries	5
	Market Meetings	Agendas (days before meeting)	5
		Circulation of Draft IGG Presentations (days before meeting)	2
		Draft Minutes to CER (days after meeting)	5
		Resolution or escalation of IGG Actions (weeks)	12
	Change Control	Circulation of documents (days before meeting)	5
		New Release of design documents (No. of significant errors)	0
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
	Market Meetings	Working documents (days before meeting)	2
		Final presentations (days after meeting) 2	2
	Change Control	New Release of design documents (no. of typographical errors)	< 5

5.4.2 Management system planning

The management system has been planned and implemented to meet our service objectives and the requirements of the ISO 9001 standard.

Performance against service objectives, audit results and non-conformances are discussed during Management Review at team meetings and dedicated meetings to assess the effectiveness of the Management System. Any required changes are agreed.

Changes to the RMDS Management System are subsequently audited and the performance and audit results are reviewed at Management Review to ensure that the Management System continues to be effective, see our Audit checklist.