Work in progress - ratings and comments are still to be finalised
Priority Service Register: Octopus Energy
1.1 Stated purpose
Customers with a wide range of different access needs are eligible for our Priority Services Register (PSR). You can add yourself to the register in the “Priority Services” section of your account. Once on the PSR, you can take advantage of services designed to make life easier, for example: You can nominate someone to take care of your account for you, we can install a smart meter if you are unable to read your meter yourself, and you can set a passphrase for our representatives to use to identify themselves with. You can read more on our dedicated Priority Services Register page.
1.2 Episodic or relational
2.1 Statutory notification
2.2 Info validated by
Sector
4.1 Personal identifier used
Online portal
Offline alternative
1.3 Data included
Relational
No
Utilities
Customer account number
Yes
Implied
Full name
Address
Communication preferences
Cognitive impairment
The effect my health conditions/disabilities have on my day-to-day life;
Strengths
Easy to register, and has a reasonable range of conditions/ASNs which can be selected.
Weaknesses
Seems to promise more than it offers in some respects. For example, the landing page says you can "Nominate someone to take care of your account for you. We will send your nominated person your statements, as long as they agree to receive them", but there's no option to select this on the ASN list.
Although there are a large number of ASNs relating to medical equipment which relies on the energy supply, there's nothing to say that you'll be given priority in the event of a power cut etc.
Further information
Overall functional rating
3. Transparency, choice and control
3.1 Transparency
Not entirely transparent about why some information is collected and what you can expect to happen as a result.
3.2 Choice and control
Choice and control over how much information is shared, but site states "We share your data with the energy & water industry so your priority needs are fully supported" (though this isn't clearly reflected in the privacy statement), and there's no clear statement that it will only go to energy and water firms that have a relationship with you.
4. Functionality
4.2 Structured data
4.3 Free text
Structured data covers most of the ways someone's needs might be affected either by their utility supply or the way the supplier engages with them. No free text capability except for the opportunity to create a passphrase for engineers visiting the person's home.
4.4 Carer role
Landing pages says that carer/proxy nomination is possible, but no option for this within the PSR registration process.
4.5 Acknowledgement of receipt
Acknowledgement received
4.6 Updates
System allows for updates
4.7 Access to records
Portal provides for access to data
5. Reach
5.1 Multi-sector acceptance
Info only guaranteed to reach this one supplier, though they "share your data with the energy & water industry"
5.2 Recipients within orgs/services
Relies on the supplier to ensure that information is visible to those who may need it.
5.3 Proactive sharing
No provision
6. Language and user experience
6.1 Language
Language is conversational and friendly but may include some jargon terms
Words to watch
6.2 Conditions vs actionable support
Many of the options available are diagnoses/conditions rather than actionable support needs. In these cases there's no opportunity to add additional information about what ASN arises from the diagnosis/condition.
6.3 Online UX
Good UX, although it's not entirely clear what support/reasonable adjustments you'll get as a result. On the plus side, you can choose your own "music on hold"!
6.4 Offline UX
Offline alternatives for all comms are offered, but online is strongly encouraged.
7. Outcomes
7.1 Actionable support needs
Picklist includes a mix of conditions and actionable needs, and won't necessarily allow someone to capture a specific need around (e.g.) comms or mental capacity.
7.2 Trustworthiness
It feels trustworthy, except that the privacy notice is a generic one about all your information and doesn't make any specific reference to how the PSR data will be handled.
Think Local Act Personal: Data for People
Ratings against the 15 Principles
Overall
TLAP 2
TLAP 3
TLAP 4
TLAP 5
TLAP 6
TLAP 7
TLAP 8
TLAP 9
TLAP 10
TLAP 11
TLAP 12
TLAP 14
Money Advice Trust
Ratings against the 10 principles for designing vulnerable consumer data-sharing programmes
Overall
MAT 1
MAT 2
MAT 3
MAT 4
MAT 5
MAT 6
MAT 7
MAT 8
MAT 10-