11 User Pays User Committee 10th August 2009

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

3 Agency Charging Statement

4 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of AMR in the Daily Metered Elective Regime)  Ofgem decision will not be reached by 17 th August  ACS now formally withdrawn and will be re-submitted with new effective date to coincide with Ofgem decision  UPUC will be notified as soon as new ACS is re-submitted

5 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 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, 0121

6 Change Management 6

7 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;

8 Update on Change Process  Process Flow Diagram updated and published on xoserve website  Incorporates feedback from July UPUC   Please review and feedback any comments you may have to User Pays box account

9 Update on Change Process  Change Orders for the following have been progressed to a project within xoserve;  UPCO001 - IAD Transactional Charging  UPCO002 - IAD Last Access Report  All documentation available on xoserve  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

10 Modification Update 10

11 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  0246B – 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

12 Operational Update

13 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

14 Telephone Service Line No of calls Service Availability (target 95% availability) Call answering (target 90% within 30 seconds) July31, %92% June30, %91% May28, %92%

15 IAD Service Line Number of Accounts Availability (Target 97% availability during core hours) July20, % June19,250100% May18,500100%

16 Report Service Line No. of reports Performance (2 and 5 business days) July96100% June78100% May50100%

17 Portfolio Reports Reports sent in the monthPerformance standard July110 June110 May110

18 AQ Enquiries Number of AQ Enquiries processed Performance (Target process by end of second Business Day) July1,496,084100% June363,791100% May1,646100%

19 IAD Account Transaction Volumes Accounts Created (normal process) Bulk Password Resets NumberWithin 10 days Number Requested Completed within Month July669100%84 June727100%78 May621100%192 April730100%00 March %258 February120082% January42649%530 December17772%82 November58184%227 October103895%153 Sept67364%200 August59086%1,068

20 IAD Account – Deletion volumes Accounts Deleted (normal process) NumberWithin 10 daysComments July %1824 deleted via bulk request process June575100% May28100%

21 AOB

22 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

23 xoserve Contact Numbers  Some confusion on key contact numbers following recent communications, to clarify numbers are as follows;  D8ta Centre (User Pays) –  Customer Team –  N.B. This number should not be provided to End Consumers  Shipper IS Helpline  End User M Number Line –

24 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