Market Support Services
ERCOT provides a portfolio of market-wide services, including business communications; training and education; support for stakeholder groups; and assistance with settlements.
The market support team collaborates with other ERCOT departments to monitor and report on the posting and/or delivery of market data and information as well as system and market rule changes. Market support staff also work closely with the ERCOT account managers in the development of tools, training materials, reports and related items, all of which are aimed at improving the quality of service that ERCOT provides to the market participants.
Business Communication and Training
To ensure that all market participants receive complete, up-to-date information, ERCOT provides communications and training:
- Market Operations Bulletins, updates on ERCOT processes, procedures and protocols affecting market transactions
- Power Operations Bulletins, updates on changes to the Operating Procedure Manual
- System Change Notices, timely notifications of upcoming changes to an ERCOT system resulting from a PRR or SCR
- Regular retail market phone calls to update participants on processing events and planned outages and maintenance by ERCOT and fellow TDSPs
- Topic-specific training
- Updates on ERCOT’s committee and group activities – subscribe to Mailing Lists
or visit Committees and Groups
Market support staff also communicates with new market participants to ensure prompt and accurate processing of their registration information. Any business relationship changes in the market are also communicated directly to the affected parties.
Finally, support staff help work with the market on the goals and results of beneficial ERCOT-managed projects.
Dispute Research and Resolution
Account managers can assist the market participant with dispute resolution. In addition, market support staff researches the outcomes of disputes; data extracts and reports are made available to market participants and published in Settlements. Measurement of key performance indicators are also being put into place.