user pays user committee 12th november 2009

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User Pays User CommitteeUser Pays User Committee12th November 200912th November 2009

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Agenda

Minutes & Actions from previous meeting

Agency Charging Statement Update

Change Management

Change Proposal Update

Modification Update

Operational Updates

IAD Replacement

AOB

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Agency Charging StatementAgency Charging Statement

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ACS Update

Joint Office website has been updated new location for current ACS http://gasgovernance.co.uk/liveacs

Any questions on process please contact; xoserve.userpays@xoserve.com

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Change Management Change Management

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Update on Change Process

UPCO001 - IAD Transactional Charging EQR – Out come of Customer Voting

Next Steps

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Update on Change Process

UPCO002 - IAD Last Access Report EQR – Outcome of Customer Voting

Next Steps

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Modification Update Modification Update

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Modifications identified as potential User Pays

0209 – Rolling AQ

0231 – Changes to the Reasonable Endeavours Scheme to better incentivise the detection of Theft

0245 – Review of arrangements regarding the detection and investigation of Theft of Gas

0246B – Quarterly NTS Entry Capacity User Commitment

0248 – Meter Reading Replacement

0253 – Facilitating a Supply Point Enquiry Service for Large Supply Points

0255 – Publication of Objection Rates for LSP Supply Points

0260 – Revision of Post-Emergency Claims Arrangements

0264 – Review of industry arrangements to accommodate reduced demand at DM supply points

0270 – Aggregated monthly Reconciliation for Smart Meters

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Operational UpdateOperational Update

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Telephone Service Line

No of callsService

Availability(target 95% availability)

Call answering

(target 90% within 30 seconds)

October 28,894 99.33% 91%

September 28,050 100% 91%

August 25,936 100% 92%

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IAD Service Line

Number of AccountsAvailability

(Target 97% availability during core hours)

October 20,000 99.16%

September 19,500 100%

August 19,000 100%

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Email Report Service Line

No. of email reportsPerformance

(2 and 5 business days)

October 119 100%

September 79 99%

August 85 100%

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Portfolio Reports

Reports sent in the month Performance standard

October 110

September 110

August110

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AQ Enquiries

Number of AQ Enquiries processed

Performance(Target process by end of second

Business Day)

October 17,959 100%

September 1,072 100%

August 764,423 100%

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IAD Account Transaction Volumes

Accounts Created (normal process)

Bulk Password Resets

Number Within 10 daysNumber

RequestedCompleted within

Month

October’09 678 100% 0 0

September’09 729 100% 282 282

August’09 703 100% 115 115

July’09 669 100% 84 84

June’09 727 100% 78 78

May’09 621 100% 192 192

April’09 730 100% 0 0

March’09 1009 99.8% 258 258

February’09 1200 82% 134 187

January’09 426 49% 53 0

December’08 177 72% 82 82

November’08 581 84% 227 227

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IAD Account – Deletion volumes

Accounts Deleted

(normal process)

Number Within 10 days Comments

October 114 100%

September 64 100%

August 207 100%

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AOB AOB

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New LSO/DLSO Request FormNew LSO/DLSO Request Form

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Benefits

Introduces greater security with xoserve Customer Lifecycle

validating all requests for LSO/DLSO.

Incorporates IAD LSO/DLSO to the existing request form.

Allows user to specify which applications the LSO/DLSO will

be responsible for.

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New LSO/DLSO form

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Key Dates

Proposed implementation – 1st January 2010

The introduction of the new form was previously discussed in the September meeting and agreement is now sought to introduce the form in line with the above date.

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Unique Sites User Pays reportsUnique Sites User Pays reports

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Unique Sites User Pays reports

To date, xoserve has provided the Unique Sites User Pays portfolio split over tabs – one per site type (NTS, RTS, Interconnector)

Data has been provided in merged cells, making it difficult to manipulate

xoserve would like to change the format to a single datasheet containing no merged cells

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Other field changes

To replace the tabs, the site type could be indicated in a separate field

The CSEPs indicator is currently provided within the site name field

This could be provided as a separate field (Y/N) to ease identification

MPRs and datalogger AIS numbers (where applicable) are currently integrated with the site name field

These could be provided in separate fields

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Other fields

All load data (AQ, SOQ, SHQ, BSSOQ) could be ordered to appear together

Exit zone and LDZ could be ordered to appear together

Shipper short code and name have been provided within the report to date; xoserve proposes to continue providing this data

All existing fields remain; no fields are proposed to be removed

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Next Steps

Members are asked to consider most appropriate route for progressing this proposed change