xoserve Update IAD Enhancements Single User Log On

xoserve Update

IAD Enhancements

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 3

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 4

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 Session o. Alert ‘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. o. Re-directs to IAD Login screen once he clicks on ‘OK’ ·Login Secondary session (Logged in and becomes the Primary session) o. Capture Secondary session login time. o. Re-direct Secondary session to ‘Access to Data’ screen. Secondary Session clicked on Cancel 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. 5

Single User Log on - Screen Prints 6

Single User Log on - Screen Prints 7

Single User Log on - Screen Prints 8

Single User Log on - Screen Prints 9

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 10

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? 11

Proposed Next Steps § xoserve to start developing changes to the IAD Service § Target date for implementation of IAD Service changes during this October 2008 12

Operational Update

Telephone Service Line No of calls Service Availability Call answering (target 95% availability) (target 90% within 30 seconds) June 28, 073 100% 95% May 25, 439 92% 91% April 30, 472 100% 91% 14

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% 15

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% 16

Portfolio Reports sent in the month (forecast 80) June 110 May 104 April 83 Performance standard 1 report x 11 sent late 17

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% 18

IAD Account Transaction Volumes Accounts Created Bulk Password Resets Number Within 10 days Number Requested Completed within Month July n/a n/a 320 June 695 97% 1, 050 0 May 687 66% 135 0 April 556 85% 1, 890 March 27 100% 0 0 § Larger than anticipated volumes has § 875 resets still outstanding led to unsatisfactory performance § Escalated with service provider § Unacceptable response times § Focus on rectification this week § Inconsistent resolution 19

ACS Review

ACS Revision § Asked to review ACS by Ofgem § Ensure services continue to be cost reflective § Reviewing costs, demand 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 21

ACS Revision Timeline § Work underway by xoserve § Written to customers asking for revised forecasts July August September 1 st Oct xoserve review Network and Customers consultation on ACS appendix and any proposed price changes Ofgem consultation period 22