xoserve Updatexoserve Update

IAD EnhancementsIAD Enhancements

3

Single User Log On

Objective is to improve IAD security

Issues and implications Consider implications of local (to user) network failure

Web browser discrepancies

Previous meeting two actions Customers to feedback on time out option – no replies

xoserve to explore forced log out option

Next slides outline forced log out option

4

Single User Log On – Forced Logout

This solution allows a ‘secondary’ session to force the ‘primary’ session to close, in instances of Network Failure

Unclean logout

This solution will be developed in the Application Code and will be a universal solution regardless of which type or version of web browser is used to access the IAD Service

Introduction of a ‘Logout’ button

PFD on the next slide will explain the principle of this functionality

5

Single User Log on Restriction

Start – Primary session logged into the IAD Service

Secondary session opened

Primary Session already in use?

Display Message to Secondary Session being opened:In clicking OK you are confirming that you are the legitimate user of this account and

that the previous session opened will be terminated to allow you access to this service.If you are not the legitimate owner of this account, please click on the CANCEL

option/link to be navigated back to the IAD service log in screen.

Secondary Session clicked

on OK

Logoff Primary SessionoAlert ‘This session has been logged out of the IAD Service by a Secondary session being opened. Please click on the ‘OK’ button to be navigated back to the IAD service log in screen’ appears for Primary session when a transaction is attempted to be executed.oRe-directs to IAD Login screen once he clicks on ‘OK’

Login Secondary session (Logged in and becomes the Primary session)oCapture Secondary session login time.oRe-direct Secondary session to ‘Access to Data’ screen.

Re-direct to IAD Login screen.

Please note that once the Secondary session will become the Primary session once the original

Primary session has been logged out.

Secondary Session clicked

on Cancel

6

Single User Log on - Screen Prints

7

Single User Log on - Screen Prints

8

Single User Log on - Screen Prints

9

Single User Log on - Screen Prints

10

Self Service User Password Reset Functionality

This was rejected at last meeting

Why back on the agenda? Potential to reduce help desk costs

Overcome issues around password resets

Less User downtime waiting for resets

Improved security

Customer issues? Not as easy to pass current accounts on to new starters under this

regime

However, LSO’s can request resetting of password and security questions for new starters

Security questions

11

Self Service User Password Reset Questions

Which three of the highlighted questions do you want? Mother’s maiden name?

Birth month? Place of birth? First school attended? Last school attended? Shoe size? Father’s first name? Mother’s first name?

What is your favourite hobby?

Or do you just want an open numeric and text box to put in what you want?

12

Proposed Next Steps

xoserve to start developing changes to the IAD Service

Target date for implementation of IAD Service changes during this October 2008

Operational UpdateOperational Update

14

Telephone Service Line

No of callsService

Availability(target 95% availability)

Call answering

(target 90% within 30 seconds)

June 28,073 100% 95%

May 25,439 92% 91%

April 30,472100%

91%

15

IAD Service Line

Number of Accounts

(forecast 12,500)

Availability(Target 95%

availability during core hours)

June 13,400 100%

May 12,400 100%

April 12,000 100%

16

Email Report Service Line

No. of email reports

(forecast 150 per month)

Performance

(2 and 5 business days)

June 96 100%

May 82 100%

April 105 100%

17

Portfolio Reports

83April

104May

1 report x 11 sent late

110June

Performance standardReports sent in

the month

(forecast 80)

18

AQ Enquiries

Number of AQ Enquiries processed

Performance(Target process by end of second

Business Day)

June 5,258 100%

May 1,041 100%

April 2,986 100%

19

IAD Account Transaction Volumes

Accounts Created Bulk Password Resets

Number Within 10 daysNumber

RequestedCompleted within

Month

July n/a n/a n/a 320

June 695 97% 1,050 0

May 687 66% 135 0

April 556 85% 1,890 1,890

March 27 100% 0 0

Larger than anticipated volumes has led to unsatisfactory performance Unacceptable response times Inconsistent resolution

875 resets still outstanding Escalated with service provider Focus on rectification this week

ACS ReviewACS Review

21

ACS Revision

Asked to review ACS by Ofgem

Ensure services continue to be cost reflective Reviewing costs, demand and projected forecast for rest of this

financial year

Intention is to append the ACS with a report which will include points raised by Ofgem including Demand for services

Cost reflectivity

Methodology

Treatment of any over recovery

22

ACS Revision Timeline

Work underway by xoserve Written to customers asking for revised forecasts

July August September 1st Oct

xoserve review

Network and Customers consultation on ACS

appendix and any proposed price changes

Ofgem consultation

period