1. Performance Indicators
Operational Key
Performance Indicators
CoMC 15th November 2017

2. Background
The Data Services Contract (DSC) contains 357 service lines of which 108 of the service lines are KPIs
All 357 service lines are monitored and the 108 KPIs are reported on monthly and will continue to be
In addition to the above Xoserve would like to introduce an Operational KPI framework based on customers’ critical key services that Xoserve provides
Proposed to have around 3/4 per customer class, total of around 20 which will be reported monthly
The Operational KPIs may be an existing DSC service line, a variation on a service line or an existing service not currently reported on

3. Proposed Approach
Agree scope, approach, engagement and timescales with Contract Management Committee (CoMC)
Carry out [2] sessions with individual customer class to agree a set of operational KPIs
Shipper Users (proposed grouping);
Class A: Number of Supply Points exceeds 1,000,000
Class B: not less than 50% of Supply Points have a MSC of I&C
Class C: Shippers not in Class A or B
DN Operators
National Grid Transmission
Independent Gas Transporters
Agreed set of customer Operational KPIs presented to CoMC
Share Operational KPIs agreed at CoMC with Board & senior customer representatives
1st April 2018 Operational KPI framework implemented
Reporting on performance in May for the April period

4. KPI Framework [4] Board KPIs 108 DSC KPIs [18] Customer
357 DSC Service Lines
[4]
Board KPIs
Operational KPIs
[18] Customer
KPIs
Contract KPIs

5. Proposed Format of Sessions
Individual sessions for each customer class;
First session to discuss options / proposals for Operational KPIs
Customers to discuss with their organisations & provide proposed KPIs for second session
Second session to agree a set of Operational KPIs
Collated Operational KPIs presented & agreed at CoMC

6. Proposed Customer Group Sessions
Customer Class
Forum to discuss / agree Operational KPIs
First Session Date
Second Session Date
Distribution Networks
DN Constituent meeting
07/12/2017
04/01/2018
National Grid Transmission
TBC
iGTs
iGT Constituent meeting
TBC with iGTs
Class A Shippers
TBC by Shippers
Class B Shippers
Class C Shippers

7. Timescales Activity Date Who Agree scope & approach with CoMC
15/11/2017
CoMC
Sessions with customers to agree set of Operational KPIs
01/12/2017 to 31/01/2018
DN’s, NGT, iGT, non-domestic Shippers, domestic Shippers
Attend CoMC to update on progress
20/12/2017 & 17/01/2018
Share Operational KPIs with Board & senior representatives
01/02/2018
Board
Attend CoMC to present agreed Operational KPIs
14/02/2018
Xoserve review & development of reporting
02/02/2018 to 31/03/2018
Xoserve
Operational KPI framework delivered
01/04/2018

8. Actions Suggested actions for Shipper Contract Managers;
notify Xoserve of the preferred grouping for ‘Shipper customer class’. Proposed;
Customer Class A Shippers
Customer Class B Shippers
Customer Class C Shippers
notify Xoserve of the meeting & dates Xoserve can attend to agree the set of KPIs by 27th November 2017
For meeting dates in December 2017 & January 2018
Contact Michele Downes on or with meeting dates & venue
Actions for Xoserve:
To arrange attendance at agreed meetings