User Pays User Committee 10 th August 2009

User Pays User Committee 10 th August 2009 1

Agenda § Minutes & Actions from previous meeting § Agency Charging Statement Update § Change Management § Modification Update § Operational Updates § AOB 2

Agency Charging Statement 3

ACS Update § ACS to be effective from 17 th August submitted to Ofgem; § incorporating MOD 224 ( Facilitating the use of AMR in the Daily Metered Elective Regime) § Ofgem decision will not be reached by 17 th August § ACS now formally withdrawn and will be re-submitted with new effective date to coincide with Ofgem decision § UPUC will be notified as soon as new ACS is re-submitted 4

ACS Review for 1 st October 2009 § Part of xoserve’s commitment to review User Pays Charges § Annual prices (Telephones, Reports, DVD) will remain as-is § Indicative changes are; § Reduction in IAD prices § Increase in Email Reporting prices § Next steps: § Circulate revised ACS to UPUC & Industry by end of August 2009 § Submission to Ofgem for consideration 1 st September 2009 § Any questions on process please contact; § Nick Reeves, nick. reeves@xoserve. com, 0121 6232351 5

Change Management 6

Aesthetic IAD Changes § IAD Training Documents have been updated following recent changes to some screens § Published imminently, we will let customers know asap § If you need any further info contact Lee Jackson; Lee. Jackson@xoserve. com 7

Update on Change Process § Process Flow Diagram updated and published on xoserve website § Incorporates feedback from July UPUC § Published @ http: //www. xoserve. com/UPS_Change. Docs. asp § Please review and feedback any comments you may have to User Pays box account 8

Update on Change Process § Change Orders for the following have been progressed to a project within xoserve; § UPCO 001 - IAD Transactional Charging § UPCO 002 - IAD Last Access Report § All documentation available on xoserve website @ http: //www. xoserve. com/UPS_Changes. asp#1 § Next step for both COs is development of Evaluation Quotation Report (EQR) § IAD Transactional Charging § Target date of Sep UPUC for EQR, Oct UPUC for BER § IAD Last Access Report § Target date of Aug UPUC for EQR, Sep UPUC for BER 9

Modification Update 10

Modifications identified as 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 § 0246 B – 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 11

Operational Update 12

Notification of Error in July UPUC slides § In July slide pack we reported that xoserve had cleared 156 bulk password re-sets following requests to reset 78 § This was an error, 78 requests were received and 78 passwords were re-set § Apologies for confusion 13

Telephone Service Line Service Availability No of calls Call answering (target 95% availability) (target 90% within 30 seconds) July 31, 086 98. 51% 92% June 30, 949 99. 91% May 28, 116 99. 54% 92% 14

IAD Service Line Availability Number of Accounts (Target 97% availability during core hours) July 20, 000 95. 9% June 19, 250 100% May 18, 500 100% 15

Email Report Service Line No. of email reports Performance (2 and 5 business days) July 96 100% June 78 100% May 50 100% 16

Portfolio Reports sent in the month July 110 June 110 May 110 17 Performance standard

AQ Enquiries Number of AQ Enquiries processed Performance (Target process by end of second Business Day) July 1, 496, 084 100% June 363, 791 100% May 1, 646 100% 18

IAD Account Transaction Volumes Accounts Created Bulk Password Resets (normal process) Number Within 10 days Number Requested Completed within Month July 669 100% 84 84 June 727 100% 78 78 May 621 100% 192 April 730 100% 0 0 March 1009 99. 8% 258 February 1200 82% 134 187 January 426 49% 53 0 December 177 72% 82 82 November 581 84% 227 October 1038 95% 153 Sept 673 64% 200 August 590 86% 1, 068 19

IAD Account – Deletion volumes Accounts Deleted (normal process) Number Within 10 days Comments July 2051 100% 1824 deleted via bulk request process June 575 100% May 28 100% 20

AOB 21

IAD / SCOGES Replacement Project § Thank you to all those who inputted into IAD requirements § All additional requirements included within requirements docs § Discussions have kicked off with IS service providers based on improved requirements slides § Indicative solutions & associated ongoing charges expected late August § Presentation to UPUC and other industry groups September 09 22

xoserve Contact Numbers § Some confusion on key contact numbers following recent communications, to clarify numbers are as follows; § D 8 ta Centre (User Pays) – 0845 601 3048 § Customer Team – 0845 605 0570 § N. B. This number should not be provided to End Consumers § Shipper IS Helpline 08705 216 121 § End User M Number Line – 0870 608 1524 23

Contract Housekeeping § Following recent discussions with customers a number of possible contractual improvements have been identified § Proposal is to; § Create ‘Housekeeping’ list § Populate with any proposed changes § Consider improvements on a periodic basis 24