Our Channel Management improvement programme is focused on making it easier for trading parties and other stakeholders to engage with MOSL and access our market services.
This work builds on our long-term Channel Management Strategy and Approach and the progress being made in 2020/21 which will see us deliver a new, more intuitive website.
Its delivery is phased across all three years of our business plan and includes:
The programme is a key component in delivering our Service Excellence strategic priority, by making it simpler and easier to access our services.
By reducing the complexity and indirect cost of engaging with MOSL, trading parties will be able to spend less time on administrative tasks and more time delivering value added services to customers.
These improvements will be created by a programme that:
Channel Management will also support efficiencies across a number of other areas of our plan, including the Bilateral Transactions Programme and enhanced change delivery process (a commitment in our 2020/21 Business Plan).
We developed our Channel Management Strategy and Approach in 2019/20, undertaking a review of our current website and the user experience. During 2020/21 we have begun work to redesign our website, working with internal stakeholders to assess the current processes and services, including their associated costs, to build up a comprehensive set of user requirements.
We have engaged with our members and key external stakeholders and are on track to deliver the first phase of our new website in March 2021. This will make it easier for trading parties to access services and information more easily and intuitively.
Our Channel Management programme builds on this foundation, with the new website supporting the delivery of the next phases of work including a MOSL-wide query handling service, digitisation of forms, such as raising a change, and moving towards optimised ‘self-serve’ capabilities for trading parties. We are ensuring that the new website is ‘future-proofed’ to suitably enable these next steps.
The Channel Management Programme will be delivered in phases across the three years, aligned with delivery of our wider Technology Roadmap and programmes such as the Bilateral Transactions Programme.
In years two and three of our plan, we will aim to fully integrate the Bilaterals solution with the website, move towards real-time ‘self-serve' reporting and introduce a Customer Relationship Management (CRM) tool to support MOSL’s market intelligence capabilities and enable us to better understand and respond to market and wider sector challenges.
Our high-level three-year plan is set out below:
