Date: 29th March 2018



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Date:

29th March 2018

Classification:

DCC PublicDCC Controlled
DCC Performance Measurement Methodology

Draft

Version 2.2


Contents

1Introduction 6

1.1Purpose 6

1.2Interpretation 6

1.3Scope 6

1.4Performance Measures - general principles 6

1.5Code Performance Measures - general principles 8

1.6Reported List of Service Provider General Principles 8


1.6.1Allowed Exceptions 8

2Code Performance Measures 10

2.1Scope 10

2.2Relevant Service Measures 11

2.3Code Performance Measure 1 – On Demand Service Responses delivered within the applicable Target Response Time 11

2.4Code Performance Measure 2 – Future Dated Service Responses delivered within the applicable Target Response Time 12

2.5Code Performance Measure 3 - Percentage of Alerts delivered within the applicable Target Response Time 14

2.6Code Performance Measure 4 – Category 1/2 Incident Target Resolution Time 15

2.7Code Performance Measure 5 – Category 3/4/5 Incident Target Resolution Time 16

2.8Code Performance Measure 6: Percentage Availability – Self Service Interface Service Provider Performance Measures 17

2.9Code Performance Measure 7 – Percentage of Certificates delivered within the applicable Target Response Time for the SMKI Services 17

2.10Code Performance Measure 8 – Percentage of documents stored on the SMKI Repository delivered within the applicable Target Response Time for the SMKI Repository Service 19

2.11Relevant Service Measures - DSP Target Response Time 20

2.12Relevant Service Measures - CSPN Round Trip Times 21

2.13Relevant Service Measures - CSPC/S Round Trip Times 21

2.14Relevant Service Measures – CSP Category 1 Firmware Payloads 22

2.15Relevant Service Measures – CSP Category 2 HAN Interface Commands and Category 3 Alerts 23

3Data Services Provider Performance Measures 25

3.1Scope 25

3.2PM 2.1 Percentage Service availability – DCC Data Service (Production Services) 26

3.3PM 2.2 Percentage Service availability – DCC User Interface (Production Services) 26

3.4PM2.3 Percentage Service availability – DCC Service Management System 27

3.5PM2.4 Percentage Service availability – Self Service Interface (Production Services) 28

3.6PM2.5 Percentage Service availability – average Interface availability 29

3.7PM2.7 Percentage Service availability - Externally Exposed Testing Services (08.00 to 20.00 UTC Monday to Saturday) 30

3.8PM3 Number of Severity Level 1 or 2 Incidents directly related to a Change Release occurring within 30 days of release of the Change Release 31

3.9PM7 Notification of Planned Maintenance events within required target 32

3.10PM11 Percentage of anomalous Service Requests notified within 30 minutes 32

4CSP North Performance Measures 34

4.1Scope 34

4.2PM1.1 First time SM WAN connectivity at install 35

4.3PM1.2 First time SM WAN connectivity within 30 days 36

4.4PM1.3 First time SM WAN connectivity within 90 days 37

4.5PM1.4 SM WAN Connectivity Level 38

4.6PM6.2 Percentage availability of DCC WAN Gateway Interface 39

4.7PM10 Notification of Planned Maintenance events within required target 40

4.8PM11 Accuracy of Coverage Database provided to Users 41

4.9PM12.1 Percentage of Power Outage Event alerts delivered: 50 Communications Hubs or fewer 42

4.10PM12.2 Percentage of Power Outage Event alerts delivered: Greater than 50 Communications Hubs 43

4.11CH1.1 Percentage of Communications Hubs delivered on time 44

4.12CH1.2 Percentage of Communications Hubs accepted by DCC Service Users 44

4.13CH1.3 Percentage of Communications Hubs determined not to be faulty following attempted installation 45

4.14CH2.1 Percentage of Communications Hub Incidents resolved by remote maintenance 46

5CSP Central & South Performance Measures 47

5.1Scope 47

5.2PM1.1 First time SM WAN connectivity at install 48

5.3PM1.2 First time SM WAN connectivity within 90 days 49

5.4PM1.3 SM WAN Connectivity Level 50

5.5PM6.2 Percentage availability of DCC WAN Gateway Interface 51

5.6PM10 Notification of Planned Maintenance events within required target 51

5.7PM11 Accuracy of installation recommendation provided to DCC Service Users via Coverage Database 52

5.8PM12.1 Percentage of Power Outage Event alerts delivered: 50 Communications Hubs or fewer 53

5.9PM12.2 Percentage of Power Outage Event alerts delivered: Greater than 50 Communications Hubs 54

5.10CH1.1 Percentage of Communications Hubs delivered on time 54

5.11CH1.2 Percentage of Communications Hubs accepted by DCC Service Users 55

5.12CH1.3 Percentage of Communications Hubs determined not to be faulty following attempted installation 55

5.13CH2.1 Percentage of Communications Hub Incidents resolved by remote maintenance 56

6Governance 58

  1. Introduction

    1. Purpose


  1. Pursuant to Section H13.6 of the Smart Energy Code (SEC), this document details the Performance Measurement Methodology, by which DCC and the DCC Service Providers shall calculate the Service Level for each Performance Measure which DCC is required to report upon following the end of each Performance Measurement Period, in accordance with Sections H13.4 and H13.5 of the SEC.

  2. The Performance Measurement Methodology is therefore the documented methodology for establishing the performance against each Performance Measure. As per Section A1 of the SEC, it may include sampling and/or test communications.

    1. Interpretation


  1. The document terms shall be interpreted in accordance with the provisions in Appendix A.

  2. Italics have been used through this document for terms that have been defined for the purposes of this document alone as defined in Appendix A.

  3. The outline methodology for the Reported List of Service Provider Performance Measures and the Relevant Service Measures is defined within the DCC Service Provider contracts; where terms used with in the DCC Service Provider contracts are not defined within the SEC they will be reproduced within this document.

    1. Scope


  1. The scope of the Performance Measurement Methodology is defined within SEC H13 of the SEC; that is the Code Performance Measures and such DCC Service Provider Performance Measures as are specified in the Reported List of Service Provider Performance Measures.

    1. Performance Measures - general principles


  1. In line with the SEC definition of Service Level, the Performance Measures shall be separated into two broad categories of measure which shall shape the methodology accordingly:

  1. measures that are time based and assess activity over a period of time, such as availability; or

  2. measures that are event based and assess activity that is performed on a number of separate occasions, such as the number of Incidents that are raised.

  1. For each Performance Measure, the methodology will describe:

  1. the mechanism that is used to monitor the activity;

  2. the data used in the calculation of the Service Level;

  3. the calculation to be applied to determine the Service Level; and

  4. the duration of the Performance Measure Period.

  1. For each Performance Measure used to assess an activity that is performed over a period of time, the methodology will also describe the period of time in which that activity would have been performed, if it had been performed in accordance with the relevant Service Level Requirement.

  2. For each Performance Measure used to assess an activity that is performed on a number of separate occasions, the methodology will also describe the event that is to be measured including (and where relevant):

  1. the event to be measured;

  2. the total number of occasions on which the event occurred;

  3. the test or process steps necessary to generate the event;

  4. the frequency of the event;

  5. the period of time when the event was measured, the Activity Period, where this is different to the Performance Measurement Period as illustrated in figure 1.



Figure 1 Activity Period and Performance Measurement Period

  1. Service Levels shall be reported on following the end of each Performance Measurement Period in accordance with Section H13 of the SEC; that is following the end of the calendar month or the calendar quarter or other defined Performance Measurement Period.

  2. Service Levels may be draft until all measurements can be taken for the Performance Measurement Period;

E.g. PM CH1.3 ‘final fault diagnosis’ can only be determined once a Communications Hub has been returned, the fault analysis completed and the dispute period elapsed which may be several months after the Attempted Communications Hub Installation.

  1. Each Performance Measure is categorised as a Service Measure or Key Performance Indicator. The meaning of Service Measure (SM) and Key Performance Indicator (KPI) within this document shall correspond to the meaning given in the DCC Service Provider contracts, summarised below:

  1. Service Measures are subject to Service Credits where Target Service Levels are not met;

  1. Key Performance Indicators are not subject to Service Credits where Target Service Levels are not met.


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