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User Pays User CommitteeUser Pays User Committee14th September 200914th September 2009
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Agenda
Minutes & Actions from previous meeting
Agency Charging Statement Update
Change Management
Change Proposal Update
LSO / DLSO Form
Modification Update
Mod 224 Update
Operational Updates
AOB
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Agency Charging StatementAgency Charging Statement
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ACS Review for 1st October 2009
Part of xoserve’s commitment to review User Pays Charges
Further revision after last UPUC created only one price change; Reduction in IAD charge to £5.75 (creates average charge of £7.90 for 09/10)
Submitted to Industry for review in August with no comments received
Submitted to Ofgem for final review for a 1st October 2009 effective date
Any questions on process please contact; [email protected]
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Change Management Change Management
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Update on Change Process
Both Change Orders progressing well;
UPCO001 - IAD Transactional Charging Charging based on per hit on IAD database – report already available Could provide more pure ‘user pays’ principle – can provide individual
customer analysis if requested Early indications are that change could be implemented Likely to require 2-3 weeks to develop EQR Will require change to Service Schedule and ACS
Next Steps Development and publishing of EQR document with above details Customer Voting
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Update on Change Process
UPCO002 - IAD Last Access Report New report documenting all User’s accounts, status and last accessed
date Will benefit all users who wish to actively manage their IAD accounts Report already exists and can be formally implemented Likely to require 2-3 weeks to develop EQR Will need to amend the Service Schedule and ACS
Next Steps Development and publishing of EQR document with above details Customer Voting
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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 form.
Allow 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 December 2009
Soft landing until – 1st January 2010
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Modification Update Modification Update
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Modifications identified as potential User Pays
0209 – Rolling AQ
0224 – Facilitating the use of AMR in the Daily Metered Elective Regime
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
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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)
August 25,936 100% 92%
July 31,086 98.51% 92%
June 30,949 99.91% 91%
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IAD Service Line
Number of AccountsAvailability
(Target 97% availability during core hours)
August 19,000 100%
July 20,000 95.9%
June 19,250 100%
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Email Report Service Line
No. of email reportsPerformance
(2 and 5 business days)
August 85 100%
July 96 100%
June 78 100%
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Portfolio Reports
Reports sent in the month Performance standard
August 110
July 110
June 110
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AQ Enquiries
Number of AQ Enquiries processed
Performance(Target process by end of second
Business Day)
August 764,423 100%
July 1,496,084 100%
June 363,791 100%
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IAD Account Transaction Volumes
Accounts Created (normal process)
Bulk Password Resets
Number Within 10 daysNumber
RequestedCompleted within
Month
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
October’08 1038 95% 153 153
September’08 673 64% 200 200
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IAD Account – Deletion volumes
Accounts Deleted
(normal process)
Number Within 10 days Comments
August 207 100%
July 2051 100% 1824 deleted via bulk request
June 575 100%
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AOB AOB
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AQ activities – Portfolio Reports
AQ 2009 data refresh planned 01/10/09 to 03/10/09
Data could be affected for reports scheduled on these dates
It is expected that all reports will still be provided as per the schedule…
However, delivery of some reports could be delayed;
Registered User Portfolio Report ~ Where delivery date is 09/10/09 Registered User Portfolio Statement ~ All recipients
Should delivery become delayed xoserve will notify Users
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AQ Activities – IAD
To reflect new gas year values a datafix is required
Planned between 01/10/09 (at 17:00hrs) until 03/10/09 (02:00hrs)
It is expected that IAD will be in ‘Catch up’ mode on 03/10/09 from 02:00hrs until 08:00hrs
During this period all data available in IAD will be pointing to D-2
Users will still be able to access the system as normal
