Key Performance Measures August 2020 Right First Time

Key Performance Measures August 2020 – Right First Time / Quality Journey / Process Frequency Measure Detail Customer Contacts Monthly % of Escalations raised against total query responses Customer Contacts (technical) Monthly % of re-opened tickets within period Customer Joiners/Leavers (UK Gas Market) Monthly Customer Relationship Management Customer Reporting (all forms) Demand Estimation obligations Energy Balancing (Credit Risk Management) % of readiness criteria approved by customer (join) Shippers % of readiness criteria approved by customer (join) Non Shippers % of exit criteria approved and account deactivated within D+1 of cessation notice being issued. (Shippers) % of exit criteria approved and account deactivated within D+1 of cessation notice being issued. (Non-Shippers) Quarterly KVI relationship survey Monthly Bi Annually Monthly Invoicing customers Monthly % of RFT against all reports dispatched Target Description Annual Target Description Jun-20 Jul-20 Aug-20 Less than 5% Cumulative less than 5% (mean average) 1. 23% 0. 61% 1. 49% 95% Cumulative in excess of 95% 95. 90% 97. 80% No Joiners 100% 100% of customers who exit market during the year No Leavers 100% of customers who exit market during the year 100% No Leavers 100% of customers who enter market during the year 95% starting to trust/ trust Latest figure 99% 12/12 Months 100% 75% Met or Exceeded Final Survey Next Survey-June Next Report-July 100% Next Survey-Dec Next Report-Jan 12/12 Months 100% 100% 11/12 Months In Development Confidence in DE Team to deliver DESC 75% Met or obligations (via Survey of DESC Members) Exceeded Energy Balancing Credit Rules adhered to, to 100% ensure adequate security in place % of invoices not requiring adjustment post 98% original invoice dispatch % of customers that have been invoiced without 100% issues/ exceptions (exc. AMS) % customers with less than 1% of MPRNs which 97% have an exception 85. 20% Comments During August, we identified a problem that resulted in Gemini Password Resets requiring multiple resets and therefore Customers had to re-open their tickets with us. We have now identified and resolved the root cause which should benefit this measure. Next Survey-Sept Next Report-Oct 100% In Development New KPM agreed at August Co. MC and currently under development Manage Shipper Transfers Monthly % of successful shipper transfers processed 100% 12/12 Months 100% Manage updates to customer portfolio Monthly % of valid CMS challenges received (PSCs) Less than 1% 12/12 Months 0. 33% 0. 23% 0. 17% Management of Customer Issues Monthly 100% 12/12 Months 100% Zero P 1 or P 2 valid defects 11/12 Months 0 2 0 No new P 1 or P 2 defects due to GRP implementation during August No new P 1 or P 2 defects found during August for UKL Platform <=four valid P 3 defects 11/12 Months 1 5 0 No new P 3 defects found during August (reduced volume of incidents for existing defects identified in July 20) No new P 3 defects found during August for UKL Platform <=five valid P 4 defects 10/12 Months 2 5 1 Provision of relevant issue updates to customers accepted at Co. MC and no negativity on how the issue is managed. No of valid defects raised within PIS period relating to relevant change (excluding programmes) Managing Change Monthly Meter Read / Asset processing Monthly % of meter reads successfully processed 99. 5% Cumulative in excess of 99. 5% 99. 97% 99. 98% 99. 96% Meter Read / Asset processing Monthly % of asset updates successfully processed 99. 5% Cumulative in excess of 99. 5% 99. 70% 99. 75% 100% Monthly AQ processes Monthly % of AQs processed successfully 100% 12/12 Months 99. 99% 99. 97% Monthly AQ processes Monthly % of AQs at risk/ have defects TBC In Development 0. 85% 0. 67% Issue updates provided at August Co. MC. No negative comments received. No new P 4 defects found during August (reduced volume of incidents for existing defects identified in July 20) 1 new P 4 defect raised against June-20 / X 4932 on 7 th August - XRN 4932 Delta Data backlog clearance. closed on 20 th August. A job was triggered twice which caused the 826, 000 MB 01 Exceptions to be created, some of which were erroneous, as the jobs had processed correctly. Performance is below 100% as a small number of exceptions were created during this process. Those exceptions either pause the process or require manual rework, but as further intervention is required to complete the transaction, that transaction is not 'Right First Time' 0. 67% of LDZ AQ is currently known to be at risk due to defects. 0. 19% of MPRNs are known to be currently impacted by an AQ related defect. Data based on Aqs Calculated up to the end of August 2020, Effective from 01/09/2020.

Key Performance Measures August 2020 – Cycle Time / Delivery Journey / Process Frequency Measure Detail Target Description Annual Target Description Jun-20 Jul-20 Aug-20 Comments Customer Contacts Monthly % P 5 queries responded to within SLA/ OLA 90% Cumulative in excess of 90% 87. 01% 91. 10% 94. 68% Performance has improved again this month following some changes in the day to day management of the queries that ensures we are able to get view and prioritise faster. Additionally, changes in the management of email queries has brought efficiencies enabling us to assign the optimum resource to managing those queries coming through. New response templates have been designed to drive follow up queries through telephone channels with the intention of reducing email traffic which will again ensure more resource to managing 'valid' queries. This should see further progress made in performance in the coming months Customer Contacts Monthly % responded to within SLA 90% Cumulative in excess of 90% 94. 33% 93. 30% 95. 39% As a continuation of the quality work that has been taking place look at how we manage our tickets and focus on speed of response, we have seen an associated increase in response SLA during August. 100% of customers who enter market during the year No Joiners 100% 100% Customer Joiners/Leavers (UK Gas Market) Monthly % key milestones met on readiness plan (Shipper) Customer Joiners/Leavers (UK Gas Market) Monthly % key milestones met on readiness plan (Non Shipper) 100% of customers who enter market during the year Customer Joiners/Leavers (UK Gas Market) Monthly % closure/termination notices issued in line with Service Lines (Shipper) 100% of customers who leave market No Leavers during the year No Leavers 100% of customers who leave market during the year 100% No Leavers 100% For 100% of all surveys taken Next Report-Jul 100% Next Report-Oct 100% 12/12 Months 100% 100% On Track Energy Balancing (Credit Risk Management) Monthly % of revenue collected by due date 98% avg rolling 12 mth period 99. 92% 99. 54% 99. 48% Energy Balancing (Credit Risk Management) Monthly % of revenue collected by due date (+2 days) 100% 12/12 Months 100% 100% 12/12 Months 99. 61% 98. 80% 100% 12/12 Months 100% % of closure notices issued within 1 business day Customer Joiners/Leavers (UK Gas Market) Monthly following last exit obligation being met (Non Shipper) Customer Relationship Management Quarterly Survey results delivered to Co. MC in Month +1 % of reports dispatched on due date against total reports expected Customer Reporting (all forms) Monthly Demand Estimation obligations Monthly DESC / CDSP DE obligations delivered on time Invoicing customers Monthly % of invoices sent on due date Invoicing customers Monthly Manage Shipper Transfers % of exceptions resolved within 2 invoice cycles of creation date Monthly % processed within SLA Data not available until 14 th September Manage updates to customer portfolio Monthly % CMS Contacts processed within SLA 80% in D+4 Cumulative in excess of 80% 91. 58% 93. 37% 92. 61% Manage updates to customer portfolio Monthly % CMS Contacts processed within SLA 95% in D+10 Cumulative in excess of 95% 94. 04% 95. 99% 95. 20% Manage updates to customer portfolio Monthly % CMS Contacts processed within SLA 98% in D+20 Cumulative in excess of 98% 97. 54% 96. 72% 96. 60% 90% 80. 00% 100% Monthly % level 1 milestones met 95% 12/12 Months 100% Monthly % requests processed within SLA 100% 12/12 Months 100% Monthly % Notifications sent by due date 100% 12/12 Months 100% Management of Customer Issues Managing Change Meter Read/Asset processing Monthly AQ processes Monthly Plan accepted by customers & upheld (Key Milestones Met as agreed by customers) 1 customer did not pay their Energy invoice on the payment due date however did settle in full by payment due date +2. All notifications issued to shippers within the D-2 08: 00 Deadline. A slight dip across the three measures may be attributable to August being a holiday period and while Xoserve has managed this, it may be that less resource has been available within the organisations to which we refer Contacts. Additionally, there is a continued backlog within some of the organisations to which we refer Contacts following lockdown. Conversations have been held with some of these in order to assist where we can. A piece of work has begun which is analysing the Contacts submitted by Shippers which result in referrals to Networks as there a large number of invalid requests. The purpose of this is to identify any Shippers that may be 'mis-using' either of these processes to gain information rather than challenge, or there may be a lack of understanding as to their true purpose. When the analysis is complete CDS intends to work alongside these organisations to increase understanding, reduce unnecessary submissions, and thus ease the burden on Networks and reduce new work adding to their backlogs which will hopefully see the length of time to resolve some Contacts to reduce AQ Taskforce: progress updates including outcome of the analysis published & discussed at August Co. MC including update on financial adjustments. Adjustment Methodology & Principles document issued to customers, this included plan for resolution, Issue Management summary slide published providing plan & updates for all 'Gold' issues. 561 Reads and 37 Asset Updates failed to respond in 2 days as they had an Exception created