Joy Nnamani, Senior Analyst
Tell us a few things about yourself and what made you want to join the Operations and Transformation team at RECCo?
I’m Joy, a proud South Londoner. I started out in the energy industry many years ago on a student placement in the Retail Markets team at Ofgem.
After graduating from university, I started at ELEXON where I worked on metering in the Balancing and Settlement Code before working as a Business Analyst in EMRS. I briefly swapped the energy industry for policy development in payments and worked on some really cool projects during that time.
Have you noticed that when you make an online payment your bank now checks the name you’ve entered against the account details you’ve entered? Crazy to think that that didn’t happen until 2 years ago but it’s one of my favourite projects I’ve worked on.
I found my way back to energy and landed at RECCo in early October 2021, just after REC go-live. I joined the Operations and Transformation team because I want to help the Code Manager get it right for you, so that you can get it right for consumers.
What does your role entail? How does a regular working day look like?
It’s my job to make sure that the service providers we’ve procured to deliver the Code Manager function not only deliver it but deliver it well.
The REC is still very new to all of us, and you can imagine that there are a couple of loose ends to tie up as part of the transition from the SPAA and MRA and the bedding in of the new arrangements. There have also been new issues arising, including those from the recent turbulence the industry has experienced.
I work through these issues with the Code Manager to encourage them to find solutions and make sure they’re appropriately incorporated into the REC, the Code Manager function, and our ways of working.
The Code Manager’s services span all parts of the RECCo arrangements so as well as lots of contact and daily collaboration with the Code Manager, I work closely with my colleagues across RECCo to make sure the Code Manager is aligned with and supports the delivery of RECCo’s strategy.
Our focus for the next few months is incorporating the new switching arrangements into the Code Manager function to deliver the new arrangements following CSS go-live.
The Code Manager Service Providers are working their way through readiness checklists to ensure that we are all ready for the operational changes this summer. You’ll hear updates, advice and announcements from us through the Newsletter, OAMs and other media channels as we move towards go-live.
What does the process of managing the Code Manager involve and how does RECCo make sure it delivers its contractual obligations?
The Code Manager service providers are subject to the performance assurance regime, in the same way that REC Parties’ compliance with the Code is measured. The contracts we have in place have clearly defined KPIs which reflect the obligations under the REC as well as contractual requirements.
These KPIs include quantitative and qualitative measures – essentially measuring whether things have been delivered on time and to the required quality standard. All of the KPIs are designed to promote the standards and behaviours we know are important to stakeholders to support their business operations.
In addition, the Code Managers must participate in regular service review meetings – both 1:1 and collaborative, demonstrate their commitment to continuous improvement and to participate in an annual stakeholder satisfaction survey. All of this is underpinned by a service credit regime.
As well as managing the fulfilment of the Code Manager’s contractual obligations through tracking service level agreements, we also elevate the service by inviting feedback from around the industry. Pulse surveys, through OAMs and all other channels form an integral part in our work to deliver improvements.
We know some areas, such as the REC Portal, don’t yet reflect the vision we had for it, and sometimes your experience of it has fallen short. A good example of our service management regime in action is the Post Implementation Plan we have put in place to ensure the delivery of full Portal functionality in Q1 2022.
RECCo and the Code Managers have developed the rectification plan in accordance with the collaboration principles enshrined in the code manager contracts. RECCo has agreed financial remedies with its service providers to ensure it did not incur any additional direct costs of the consequences of the delay in portal functionality delivery.
How do you spend your time outside of work?
I compete in powerlifting and am a 3-time world champion (including reigning 57kg world champion). Besides that, I enjoy the usual things like reading, meeting friends and being a semi-willing carpenter’s assistant.