CMS rebuild
Discover why and how the CMS is being redesigned and find out the latest news on the rollout plan.
What is CMS rebuild?
Our Contact Management Service (CMS) provides the ability for our DSC customers to query and update their data within their own portfolio.
It's currently supported by an ageing system, which needs to be re-built to improve our customers' experience.
In late 2020, we engaged with customers, initially through a survey and then through a series of detailed workshops, mapping “as is” and “to be” processes.
The survey revealed:
- how customers used the CMS
- specific pain points with the business process and supporting system
- focus areas for improvements
Using this information, we set up over 50 workshops with 200+ customers to explore each process in depth. These sessions ensured our customers’ needs were clearly reflected and helped us identify where further refinements were needed.
More than 200 pain points were identified, leading to 500 requirements for the new system. Using this valuable insight, the ideal “to be” processes were then mapped. You can find more details in our pain points and requirements document.
Funding options were then discussed and voted on at the Contract Management Committee (CoMC). The CoMC decided to support our proposal to budget for a subscription-based funding model for the replacement system.
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Project News
Version 1.6 - Successful launch
We are excited to announce the launch of the Found Meter (FOM) and Theft of Gas (TOG) contact codes in the new CMS.
If you have any questions or feedback, we have an open customer call where customers can speak to us directly from 11am to 1pm Monday 27 November – Friday 1 December using the link below.
Please note that there may be a slight delay in admitting you into the lobby if we are already assisting a customer.
CMS V1.6 Customer support call
Continued customer collaboration
We hold regular customer focus groups to provide progress updates, understand customer impacts, testing and training needs as the new processes are released.
We’ll share the agenda for each focus group seven days in advance.
Next customer focus group
The next focus group is on 15 December 2023 - find out more
Customer focus groups schedule
View the dates, times and access material for our customer focus groups below:
| Date | Time | More information |
| 15 December 2023 | 10am - 12pm | View |
| Date | Start time | End time | Meeting minutes |
| 06/04/2022 | 11am | 12pm | download |
| 04/05/2022 | 11am | 12pm | download |
| 10/06/2022 | 10am | 11am | download |
| 06/07/2022 | 10am | 12pm | download |
| 09/08/2022 | 10am | 12pm | download |
| 09/09/2022 | 10am | 12pm | download |
| 14/10/2022 | 10am | 12pm | download |
| 08/11/2022 | 10am | 12pm | download |
| 09/12/2022 | 10am | 12pm | N/A – end-to-end walkthrough |
| 10/01/2023 | 10am | 12pm | download |
| 07/02/2023 | 10am | 12pm | download |
| 07/03/2023 | 10am | 12pm | download |
| 16/06/2023 | 10am | 12pm | We'll share the meeting minutes as soon as they're available. |
| 10/07/2023 | 10am | 12pm | We'll share the meeting minutes as soon as they're available. |
| 18/08/2023 | 10am | 12pm | download |
| 15/09/2023 | 10am | 12pm | We'll share the meeting minutes as soon as they're available. |
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09/10/2023 |
10am | 12pm | We'll share the meeting minutes as soon as they're available. |
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17/11/2023 |
10am | 12pm | We'll share the meeting minutes as soon as they're available. |
Good system, very user friendly and simple to update contacts!
CMS delivery roadmap - October 2023
View or download the October CMS delivery roadmap by clicking on the link below.
CMS rebuild rollout
The information below details the CMS versions, release dates and any associated release notes, and explains which version of the CMS you will need to use to access specific Contact types and functionality.
| Version | Release date | Release notes |
| 1.6 | 27 November 2023 |
Version includes:
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| 1.5 | 6 November 2023 |
Version includes:
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| 1.4 | 14 August 2023 |
Version includes:
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| 1.3 | 24 April 2023 |
Version includes:
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| 1.2 | 14 August 2023 |
Version includes:
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| 1.1 | 12 December 2022 |
Version includes:
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| 1 | 26 October 2022 |
Version includes:
Please note that whilst the new Supplier Theft of Gas process has been delivered it is dependent upon a change in the REC Code to become operational. Two small items of functionality are being refined and need a workaround. |
| Contact type or functionality | Description | Where can it be accessed? | CMS rebuild version | Additional information |
| Shipper Meter Number Creation (MNC) | Allows Shippers to request that a Supply Meter Point (SMP) is recorded in UK Link. This will be managed in the new version of CMS, instead of the manual process. Network-raised M Number Creations will continue to be logged in the current CMS – this will eventually transfer to the new version in a later release and will be called DMN. | New CMS | 1 | XRN 5556 - CMS Version 1 |
| Supplier Theft of Gas (TOG) | The Theft of Gas (TOG) process involves the recording and facilitation of investigations into theft allegations. Where appropriate, it is also used to recover Transportation Charges. | New CMS | 1 | XRN 5556 - CMS Version 1 |
| Network Theft of Gas (TOG) | The Theft of Gas (TOG) process involves the recording and facilitation of investigations into theft allegations. Where appropriate, it is also used to recover Transportation Charges. | New CMS | 1.6 | XRN 5556G - CMS Version 1.6 |
| Duplicate Meter Point (DUP) | A challenge that informs us when single service pipes have more than one MPRN recorded in UK Link. | New CMS | 1.1 | XRN 5556B - CMS Version 1.1 |
| Set to Extinct (STE) | A request to change the status of an MPRN to extinct. |
New CMS or manual process for bulk requests |
1.1 | XRN 5556B - CMS Version 1.1 |
| Bulk Contact Log (BCL) | The ability to bulk upload / Bulk Contact Log (BCL). *The .QMP file should be used for bulk upload of Contact types still in the older version of CMS. You can't load any Contact types that have moved over to the newer version with the .QMP file. |
New CMS or manual process* | 1.2 | XRN 5556C - CMS rebuild version 1.2 |
| Isolation Request (ISO) | A challenge to the status of a Supply Meter Point (Service Pipe). | New CMS | 1.3 | XRN 5556D - CMS Version 1.3 |
| Dead to Live (DTL) | A challenge to the status of a Supply Meter Point (Service Pipe). | New CMS | 1.3 | XRN 5556D - CMS Version 1.3 |
| Address Amendment (ADD) | A challenge to the address that is on UK Link which you consider is in line with a PAF valid format and improves the recorded address. | New CMS | 1.4 | XRN 5556E - CMS Version 1.4 |
| Unconfirmed Address Amendment (UNC) | A challenge to the address or postcode details of a site on UK Link that’s currently unconfirmed. | New CMS | 1.4 | XRN 5556E - CMS Version 1.4 |
| Found Meter - Tagged Service (FOM) | A request to create your MPRN for a live Supply Meter Point (with or without a meter serial number) where UK link has no live record. | Old CMS or manual process | 1.6 | XRN 5556G - CMS Version 1.6 |
| Network (MNC) | Allows Networks to request that a Supply Meter Point (SMP) is recorded in UK Link. | Old CMS or manual process | TBC | TBC |
| Distribution Network raised M Number Creation (DMN) | Allows Networks to request that a Supply Meter Point is recorded in UK Link. This will be managed in the new version of CMS | New CMS | 1.4 | XRN 5556E - CMS Version 1.4 |
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Request for Adjustment (RFA) |
A request for adjustment in accordance with late meter exchanges/ corrective exchanges and incorrect Correction Factors | New CMS | 1.5 | XRN 5556F - CMS Version 1.5 |
| Daily Metered Query (DMQ) | A request for the Daily Meter Service Provider to investigate the daily read/consumption information or daily read equipment. | Old CMS or manual process | TBC | TBC |
| Consumption Dispute Query (CDQ) | A challenge to the consumption for a large supply point, as a consequence of incorrect reading data (bundled / unbundled) being recorded in UK Link. | New CMS | 1.5 | XRN 5556F - CMS Version 1.5 |
| Must Reads (MUR) | When a meter reading has not been provided by the registered users, within agreed timeframes, the Gas Transporter will use reasonable endeavours to procure a meter reading. These reads are referred to as Must Reads. | Old CMS or manual process | Targeted for 1.8 | TBC |
| Manage Unregistered Sites (MUS) |
An MUS contact is raised for every Meter Point Reference Number which has reached the anniversary of its creation date, remains Unregistered and has a Meter Point Status of LI. |
Old CMS or manual process | Targeted for 1.9 | TBC |
| Gas Safety Regulations (GSR) | A contact is raised following Network investigations, concluding a service is still live at the property, with a meter attached and possibly flowing gas. | Old CMS or manual process | Targeted for 1.9 | TBC |
| Swapped address | A term for describing a pair of addresses which have the meter details transposed and associated with the wrong address. This situation may also be known as ‘crossed meters’. | Old CMS or manual process | TBC | TBC |
| Twin Stream Challenges (AGG) | A challenge where a Shipper believes that a Twin Stream Meter is/isn’t situated but not reflected on UK Link. | Old CMS or manual process | TBC | TBC |
| Prime and Subs Invoice (PSI) | A challenge to charges received for a prime or sub meter. | Old CMS or manual process | TBC | TBC |
| Daily Metered Reconciliation (DMR) | A challenge to daily metered (DM) sites following or prior to invoice issue. An invoice number is not required to log this Contact type. | Old CMS or manual process | TBC | TBC |
| Prime and Sub Configuration Change (PRS) | A challenge to the link code currently held on UK Link for a freestanding meter or a prime and sub meter configuration. | Old CMS or manual process | TBC | TBC |
| File Enquiry (FLE) |
This Contact type has two purposes: 1. An enquiry regarding a rejection response you have received for an SPA File or a Contact Management Service file. Note: Contact Management Service files are QMP/QMJ/QMR/QCL/QEX 2. Utilised to raise a request to amend meter details held on UK Link for a Prime and Sub Deduce Configuration |
Old CMS or manual process | TBC | TBC |
| Shipper Agreed Reads (SAR) |
Enables Shippers to agree and progress the loading of Shipper Agreed Reads in UK Link. |
Old CMS or manual process | Targeted for 1.7 | TBC |
| IGT Must Reads (KMI) |
Request to flag an SMP on an IGT network where there is a known meter issue preventing reads being obtained and subsequently exclude the SMP from the Must Read (MUR) process. Also provides the mechanism to unflag the SMP when the fault is resolved. |
Old CMS or manual process | Targeted for 1.7 | TBC |
Helpful documents and training material
Find the documents and training material we’ve published during the rebuild project below.
Access our e-learning course which contains helpful videos and user guides dedicated to the new Contact Management Service (CMS).
Pain points and requirements
This document includes all the requirements we pulled together from early customer workshops.
CMS rebuild – all pain points and requirements
Finalised new CMS process flow diagrams
The documents below show how each new process will flow.
Miro board content
These documents show how we developed ideas and collaborated at the beginning of the rebuild project.
Shipperless and Unregistered - MUS
Shipperless and Unregistered - GSR
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Common queries
If your new CMS account is disabled please contact your Local Security Officer (LSO) who will be able to help you.
You can access the new version of CMS here.
For any Contact types that have not moved over to the new version of CMS, you'll need to log in to the older version of CMS here. You can check which Contacts have moved over in our Contact types and functionality table.
You can also download our 'How to access the new CMS' guide below.
You’ll need to contact your Local Security Officer (LSO) who will be able to identify your User ID and if necessary reset your password.
If you don’t know who your LSO is, please raise a support request.
Log in to the new CMS
We're currently rebuilding the CMS, which is available alongside the old version.
Hear from our customers
Read testimonials from customers who are using the new CMS.
Big improvement from the old CMS.
Industry change programmes
Contact us
Please raise a support request if you'd like more information on the CMS rebuild project.
Register for a customer focus group
You can register for a customer focus group using the link below.
Bring on the full system rebuild!
