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 | |
| 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 | |
| Presentations (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.
