CMS Questionnaire Analysis Jo Williams November 2020 Progress

CMS Questionnaire Analysis Jo Williams November 2020

Progress to Date • CMS Questionnaire was issued out to users of CMS and the Contract Managers on 20 th October 2020 – Great Uptake on responses – Good mix across Constituencies – Common themes have been identified • A number of volunteers to participate in workshops • Some consistencies within commentary provided on processes

Key Figures • 127 Responses, with Large Domestic Shippers, I&C Shippers and Distribution Networks making the bulk of them • *2 responders (excluded from the above figure) did not fill any of the questions out 11 • 116 of these were frequent users of CMS

Overall Process Usage • Most Frequently daily used process is the Address Amendment, with 87. 3% using it throughout the year of which 25. 5% use it daily • The second most frequent process used throughout the year is the Dead to Live with 65. 9% using it throughout the year • Followed by the Isolation request process, which had also received a few additional comments

Process Inefficiency Ratings • There were no processes that were unanimously called out as “Needs Looking at ASAP” • The Consumption Adjustment RFA process was the highest scoring with 35. 4% marking it as “Needs to be looked at ASAP” • Closely followed by the Consumption Dispute Query process with 34. 6% • All processes had some element of change identified, the DMR Process had 62. 5% suggest it works fine as is

The High Scorers Processes Needs Looking at ASAP Prcoesses Used Daily 30 17 18 26 17 16 25 13 14 20 12 12 11 10 14 15 11 11 11 10 9 8 6 4 5 2 0 Address Consumption Meter Point Status Theft of Gas - TOG Amendment - ADD Amendment - UNC Adjustment - RFA Challenge - DTL (Address (Unconfirmed (Request for (Dead To Live) Amendment) Address Adjustment) Amendment) 0 Consumption Address Meter Point Consumption Shipperless and Adjustment Amendment - Status Challenge Adjustment Unregistered DMQ (Daily RFA (Request for ADD (Address - DUP (Duplicate PSA (Prime & GSR (Gas Safety Metered Query)2 Adjustment)2 Amendment)2 Meter Point)2 Subs Reads)2 Regulations)2 Top Processes with use throughout the year 100 Processes with some element of change 89 90 50 80 45 70 60 50 43 37 40 60 52 35 35 48 35 32 30 39 40 25 20 30 15 20 10 10 5 0 0 Address Meter Point Status Consumption Amendment - ADD Challenge - DTL Challenge - DUP Challenge - ISO Adjustment - RFA (Address (Dead To Live) (Duplicate Meter (Isolation Request) (Request for Amendment) Point) Adjustment) Consumption Adjustment - RFA (Request for Adjustment)2 Consumption Adjustment - PSA (Prime & Subs Reads)2 Consumption Adjustment - DMQ (Daily Metered Query)2 Meter Point Status Address Amendment Challenge - DUP - ADD (Address (Duplicate Meter Amendment)2 Point)2

Workshop Proposal • • It is estimated that a workshop to cover off the processes within an area shall be three hours • Workshops will be held with constituency groups in order of the most responses received for that particular process – – – – – • Proposed Agenda First Workshop Shall Commence on 19 th November 2020 Address Amendments – ADD & UNC Consumption adjustments - CDQ, RFA, PSA, DMQ Meter Point Status Challenge - DUP, DTL, ISO Meter Point Creation - MNC, FOM Theft of Gas - TOG Must Reads – MUR Shipperless & Unregistered – MUS & GSR Standalone & Rarely used – FLE, GIC, DMR & AGG Prime & Sub – PSI & PRS During these workshops requirements shall be gathered and captured on a spreadsheet which will be added to throughout the rest of the workshops and • • Introductions and Purpose Roles and Responsibilities Pain Points on current process What should the process be • Data Flow • Dependent systems / processes • Level and type of change required • Recap and next steps

APPENDIX – CONSTITUENCY BREAKDOWN

Large Domestic Shippers 35 Responses… Top Processes Used 30 Top 6 ASAP to Change 28 7 6 6 6 25 20 20 18 5 5 5 18 4 4 4 15 10 10 3 2 5 1 0 0 Address Amendment - ADD (Address Amendment) Meter Point Status Challenge - DTL (Dead To Live) Meter Point Status Challenge - DUP (Duplicate Meter Point) Meter Point Status Meter Point Creation Challenge - ISO MNC (Meter Number (Isolation Request) Creation) Consumption Meter Point Status Address Meter Point Status Adjustment - RFA Challenge - ISO Amendment Challenge - DTL Creation - MNC Challenge - DUP (Request for (Isolation Request) ADD (Address (Dead To Live) (Meter Number (Duplicate Meter Adjustment) Amendment) Creation) Point) Needs to change at some level Key commentary from notes: ADD process generated most commentary: “restrictive with characters”, “need ability to attach spreadsheets”, “unique addresses” and “very Time consuming CDQ & MNC – more transparency is required along the process and reason for rejection 25 21 20 16 15 15 15 10 10 9 5 0 Address Amendment ADD (Address Amendment) Meter Point Consumption Meter Point Status Challenge Adjustment - RFA Creation - MNC - DUP (Duplicate - DTL (Dead To - ISO (Isolation (Request for (Meter Number Meter Point) Live) Request) Adjustment) Creation)

Small & Medium Shippers 15 Responses… Needs Looking at ASAP Top Processes Used 10 9 8 7 6 5 4 3 2 1 0 4 9 8 3 3 5 4 3 3 3 2 1 1 1 Consumption Address Meter Point Must Read Adjustment Amendment Status MUR RFA (Request ADD (Address Challenge - ISO for Adjustment) Amendment) DTL (Dead To DUP (Duplicate (Isolation Live) Meter Point) Request) Key commentary from notes: RFA process generated most commentary: “too clunky”, “frustrating”, “Time Consuming” Theft of Gas TOG 0 Consumption Adjustment - RFA (Request for Adjustment) Theft of Gas - TOG Needs to change at some level 7 6 5 4 3 “more transparency is required” Meter Point Creation Consumption MNC (Meter Number Adjustment - CDQ Adjustment - DMQ Creation) (Consumption Dispute (Daily Metered Query) 6 5 4 3 2 2 2 1 0 Consumption Address Meter Point Consumption Meter Point Theft of Gas Adjustment - Amendment Status Creation - Adjustment Status TOG RFA (Request ADD (Address Challenge - MNC (Meter FOM (Found DMQ (Daily Challenge for Amendment) DTL (Dead To Number Meter) Metered DUP Adjustment) Live) Creation) Query) (Duplicate Meter Point)

I&C Shippers 27 Responses… Needs Looking at ASAP Top Processes Used 18 17 7 15 16 6 15 6 5 14 5 5 12 10 10 10 4 8 3 6 4 4 Address Amendment ADD (Address Amendment) Shipperless and Unregistered - GSR (Gas Safety Regulations) 2 4 1 2 0 0 Consumption Adjustment - RFA (Request for Adjustment) Address Amendment Meter Point Status ADD (Address Challenge - DTL (Dead Challenge - DUP Amendment) To Live) (Duplicate Meter Point) Meter Point Status Challenge - DTL (Dead To Live) Meter Point Status Challenge - ISO (Isolation Request) Meter Point Creation MNC (Meter Number Creation) Key commentary from notes: RFA process generated most commentary: “too clunky”, “frustrating”, “Time Consuming” “more transparency is required” Consumption Adjustment - RFA (Request for Adjustment) Needs to change at some level 16 14 12 10 8 6 4 2 0 14 13 9 9 7 Consumption Adjustment - RFA (Request for Adjustment) Address Amendment - Meter Point Creation ADD (Address MNC (Meter Number Amendment) Creation) Meter Point Status Challenge - DTL (Dead To Live) Meter Point Status Challenge - DUP (Duplicate Meter Point)

Distribution Networks 26 Responses… Needs Looking at ASAP Top Processes Used 18 4 16 16 14 3 14 11 12 3 10 10 8 8 8 2 2 Shipperless and Unregistered - GSR (Gas Safety Regulations) Theft of Gas - TOG 2 6 4 1 2 0 Address Amendment ADD (Address Amendment) Address Amendment UNC (Unconfirmed Address Amendment) Meter Point Status Meter Point Challenge - DTL Creation - MNC (Dead To Live) (Meter Number Creation) Meter Point Creation - FOM (Found Meter) Shipperless and Unregistered GSR (Gas Safety Regulations) 0 Address Amendment Meter Point Status ADD (Address Challenge - DUP Challenge - DTL (Dead Amendment) (Duplicate Meter Point) To Live) Key commentary from notes: ADD process was frequently mentioned: “transparency required on rejections”, “clarity on the fields used by Xoserve”, “Address fields Layout” Needs to change at some level 14 12 10 8 12 9 6 6 6 Other feedback: “system is really slow” 5 5 Meter Point Creation - MNC (Meter Number Creation) Shipperless and Unregistered - GSR (Gas Safety Regulations) 4 2 0 Address Meter Point Status Theft of Gas - TOG Amendment - ADD Amendment - UNC Challenge - DTL (Address (Unconfirmed (Dead To Live) Amendment) Address Amendment)

IGTs 7 Responses… Needs Looking at ASAP Top Process Used 8 2 7 7 6 5 5 4 3 3 2 2 2 1 1 Address Amendment - ADD (Address Amendment) Address Amendment - UNC (Unconfirmed Address Amendment) 1 1 0 Address Amendment - Amendment ADD (Address UNC Amendment) (Unconfirmed Address Amendment) Must Read Meter Point MUR Creation - FOM Status (Found Meter) Challenge DUP (Duplicate DTL (Dead To ISO (Isolation Meter Point) Live) Request) 0 5 Key commentary from notes: 4 Needs to change at some level 4 4 ADD process was frequently mentioned: “Not fit for purpose”, “clarity on the validation rules” Other feedback: “MUR needs to be more proactive” 3 3 3 2 2 2 1 0 Address Meter Point Address Amendment Status Amendment ADD (Address Challenge UNC Amendment) DUP (Duplicate (Unconfirmed Meter Point) Address Amendment) Must Read Meter Point Daily Metered MUR Creation - MNC Status Reconciliation (Meter Number Challenge DMR Creation) DTL (Dead To ISO (Isolation Live) Request)

UIPs 4 Responses… Needs Looking at ASAP Top Processes Used 2 5 4 4 3 1 2 2 1 1 0 Meter Point Creation - FOM (Found Meter) Address Amendment - UNC Address Amendment - ADD (Address (Unconfirmed Address Amendment) Key commentary from notes: 0 Address Amendment - UNC (Unconfirmed Address Amendment) Needs to change at some level 3 “UNC Amending address is almost impossible and not user friendly” 2 2 1 1 0 Meter Point Creation - FOM (Found Meter) Address Amendment - UNC (Unconfirmed Address Amendment)

DMSPs 2 Responses… Nothing Identified as needs to change ASAP Top Processes Used 3 2 2 Consumption Adjustment - DMQ (Daily Metered Query) Consumption Adjustment - PSA (Prime & Subs Reads) 2 1 0 Needs to change at some level 3 Key commentary from notes: “DRE should be automatic”, “DMSP action should give the option of insufficient information provided or further information required from Supplier” 2 1 0 Consumption Adjustment - DMQ (Daily Metered Query)

Other / Unsure 11 Responses… Needs Looking at ASAP Top Processes Used 10 9 8 7 6 5 4 3 2 1 0 4 9 3 3 3 5 5 2 2 2 2 2 Address Amendment UNC (Unconfirmed Address Amendment) Meter Point Creation - MNC (Meter Number Creation) 1 0 Address Meter Point Amendment - Status Challenge ADD (Address - DUP (Duplicate - DTL (Dead To - ISO (Isolation Amendment) Meter Point) Live) Request) Address Meter Point Meter Point Shipperless Amendment Status Creation Status and ADD Challenge - MNC (Meter FOM (Found Challenge - Unregistered (Address DTL (Dead Number Meter) DUP ISO (Isolation - MUS Amendment) To Live) Creation) (Duplicate Request) (Manage Meter Point) Unregistered Sites) Needs to change at some level Key commentary from notes: 9 “Take too long”, “communication is poor”, “ADD could benefit from notes section”, “Bulk Query Type” Shipperless File Enquiry and FLE Unregistered - GSR (Gas Safety Regulations) 8 8 7 6 5 5 5 4 4 3 2 1 0 * One respondent marked all processes as need to change ASAP but gave no commentary … Address Meter Point Creation Meter Point Status Amendment - ADD - MNC (Meter Challenge - DUP (Address Number Creation) (Duplicate Meter Amendment) Point) Meter Point Status Meter Point Creation Challenge - DTL Challenge - ISO - FOM (Found (Dead To Live) (Isolation Request) Meter)