KVI Analysis for period 1st May 2018 to 31st March 2019 CoMC 19th June 2019

Background Key Value Indicators (KVIs) were developed with customers early in 2018 and implemented on 1st May 2018 (Issue Resolution KVI trialled in April) Aim of the KVIs was to improve the service Xoserve provide to customers in certain key areas and to monitor and report on performance KVIs were reviewed in November and some changes have been made with effect from 1st April KVIs make up 20% of the total score for the Balanced Scorecard Following slides provide stats and analysis of the KVIs over the last 11 months

Key Messages & Observations Along with other initiatives, the KVIs have helped to change behaviours in Xoserve, particularly ‘Issue Management’ which has provided guidelines and standards for resolution of queries raised by customers Teams and individuals are taking ownership of a query, although improvements are still required The commitments for each of the KVIs is largely adhered to, again further improvements required Response rates to feedback requests has dropped over the last 4 months Options for measuring Xoserves performance needs to be explored rather than relying on surveys/feedback Sometimes we are surprised at the scores, we don’t always see it from a customer perspective We need to focus on the outcome & the journey to achieve it

Concerns The number of responses to feedback received has declined considerably Too many feedback mechanisms may be an issue and this may be affecting response rates. Survey overload! Are we requesting too much feedback from too many different sources/area, hence reductions in scores and/or response rates across the KVIs? Low volumes creates volatile results – not always representative of true position Tool implemented to improve the ease for customers to provide feedback, ‘Rant & Rave’, however this has not given the expected results Phase 2 of R&R will hopefully address this We are still making assumptions in some areas which has affected the outcome and sometimes we forget the basics

What Further Changes are we Planning to Make to Improve Scores Continue to action feedback received, action plans are produced and monitored. Deep dive into problem areas; i.e. Service Delivery (monitoring P1 & P2 KPIs) shows 100% however from a customer perspective this does not feel 100% Look at opportunities and trends to identify new measures & improvements Team by team activity to up-skill all operational colleagues driving ‘first time fix’ and reliability results Provide insight at July meeting & progress Want to be in a position that we pre-empt rather than react

What Further Changes are we Planning to Make to Improve Response Rates Developing mechanisms to measure our own performance and not rely on surveys. The new measures will be discussed and agreed at CoMC before they are used for KVIs. They will by implemented internally to measure performance Mapping KVIs to ICS survey which will also be used as a measure and to monitor progress on the services.

Next Steps KVIs have been updated with effect from 1st April Issue Resolution KVI will measure the resolution of customer issues Implement measures & reporting of our performance without relying on feedback, using the ‘Xoserve Commitments’ as the basis for the measure Main focus will be Customer Service KVI but also Change Management & Customer Issue Resolution Implement process improvements and tools e.g. automation & sentiment analysis Continuous reviews

KVI Analysis over last 11 months

Issue Management KVI

Change Management KVI

Relationship Management KVI

Service Delivery KVI

Customer Data Security KVI

Appendices

Relationship Management KVI KVI Measure & Target from 1st May 2018 to 31st March 2019 95% or more of customers who provided feedback stated that they ‘Trust’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ with strategic decisions 95% or more of customers who provided feedback stated that they ‘Trust’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ with delivery of operational services 95% or more of customers who provided feedback stated that they ‘Trust ’ Xoserve when requested to rate as ‘Trust’, ‘Starting to Trust’ or ‘Don’t Trust’ in putting our customers first

Relationship Management Scores Strategic Decision Making Don’t Trust Starting to Trust Trust June 2018 14.7% 64.7% 20.6% September 2018 14.3% 59.2% 26.5% December 2018 11.1% 67.7% 22.2% March 2019 14.1% 43.7% 42.2% Delivery of Operational Services Don’t Trust Starting to Trust Trust June 2018 17.7% 52.9% 29.4% September 2018 14.3% 55.1% 30.6% December 2018 16.7% 61.1% 22.2% March 2019 30.4% 38.1% 32.0% Putting the Customer First Don’t Trust Starting to Trust Trust June 2018 23.5% 55.9% 20.6% September 2018 20.4% 55.1% 24.5% December 2018 16.7% 72.2% 11.1% March 2019 14.0% 47.8% 38.2%

Change Management KVI KVI Measure & Target from 1st May 2018 to 31st March 2019 90% or more of customers who provided feedback responded ‘Always’ or ‘Usually’ when requested to rate the service as: ‘Always’, ‘Usually’, ‘Rarely’ or ‘Never’.

Change Management Responses Received Response to Feedback Requests Number Requested Number Received Response Rate % Comments July 2018 450 9 2% October 2018 18 4% January 2019 July 2018 Oct 2018 Jan 2019 Overall Rating from 5 questions 82.2% 67.8% 86.7%

Change Management Scores I receive timely and fit for purpose information to enable me to manage new changes that impact my organisation Always Usually Rarely Never July 2018 11% 67% October 2018 0% 78% 22% January 2019 Xoserve presents a range of solution options for each change to enable choice Always Usually Rarely Never July 2018 0% 100% October 2018 78% 22% January 2019

Change Management Scores cont. I trust Xoserve to identify solutions that benefit the whole Industry where possible Always Usually Rarely Never July 2018 11% 67% 22% 0% October 2018 6% 61% 33% January 2019 Xoserve supports the ability for me to fully engage me in the change process, should I choose to Always Usually Rarely Never July 2018 33% 56% 11% 0% October 2018 17% 55% 28% January 2019 44%

Change Management Scores cont. I trust Xoserve to deliver changes to agreed costs, timescales and quality Always Usually Rarely Never July 2018 0% 67% 33% October 2018 44% 45% 11% January 2019 56%

Issue Management KVI Measure & Target 1st May 2018 to 31st March 2019 90% or more of customers who provided feedback responded ‘Exceeded Expectations’ or ‘Met Expectations’ when requested to rate the service as: ‘Exceeded Expectations’, ‘Met Expectations’, ‘Met Some Expectations’ or ‘Did Not Meet Expectations’.

Issue Management Responses Received Response to Feedback Requests Number Requested Number Received Response Rate % Comments May 2018 481 151 31% June 2018 365 131 36% July 2018 506 124 25% August 2018 376 111 30% September 2018 223 27 12% Rant & Rave implemented October 2018 368 43 November 2018 451 58 13% December 2018 532 32 6% Christmas period January 2019 411 52 February 2019 429 53 March 2019 531 37 7%

Issue Management Scores How well did we meet your expectations? Achieved Exceeded Expectations Met Expectations Met Some Expectations Did Not Meet Expectations May 2018 90.7% 33% 58% 6% 3% June 2018 84.7% 52% 7% 8% July 2018 95.2% 44% 51% 4% 1% August 2018 93.7% 50% 5% September 2018 81.5% 30% 15% October 2018 47% November 2018 94.8% 57% 38% 0% December 2018 93.8% 59% 35% January 2019 88.5% 42% 46% February 2019 92.5% 62% 2% March 2019 94.6% 65%