1. Connections & RegistrationCR
&
Connections & Registration
Industry Shipperless &Unregistered Working Group Thursday 7th January 10.30am at xoserve

2. Agenda
Introduction: (15 minutes) (Alison Jennings & Mark Woodward)
> Previous minutes (MW)
> Terms of Reference for group to agree (AJ)
Statistical Information: (15 minutes) (Mark Woodward)
> Overall industry position with unregistered and shipperless meter points
> Category industry breakdowns
> Shipper Responses
> Age Analysis
Process Updates: (1 hour) (Mark Woodward & David Watson)
> Over view of Review Group 245 (DW)
> Strawman of unregistered process from RG 245 (DW)
> MOD517 (MW)
> Code 12 (MW)
Route Cause: (1 hour)
> How do we tackle root cause?
> Root cause topics identified so far

3. Statistical Information

4. Overall Industry unregistered and Shipperless Sites meter points
Unregistered Sites
May-09
Jul-09
Sep-09
Nov-09
Trend
Description
Shipper Activity
11,527
369
643
578
These reports are sent out shipper specific and include sites where shippers have provided an activity which suggests intention to confirm i.e., Confirmation rejection, Meter asset update to the C&D store, Conquest raised to create the M Number, End User. They are for created sites > 12 months
Orphaned
TOTAL
133
12,227
14,622
15,672
This report is sent out to the whole industry either following a shippers response to the shipper activity report, that they have no further interest in the M Number or that no response is received within the period of production of the next Bi monthly report. They also include sites where a service has been completed and in some instances a meter already installed. They are for created sites > 12 months
With Meter
5,118
Shipperless Sites - Shipper
608
667
658
These contain sites which have previously been confirmed and withdrawn with meter removed. Information provided suggests either the existing meter still on site or a new meter has been fitted e.g. Gas Safety Regulations (GSR)
Shipperless Sites - Industry
1,998
2,021
2,294
2,254
No Activity
25,844
27,323
28,275
23,771
These contain meter points created on UK Link where no shipper activity has been recorded and that remain unconfirmed. They are for created sites > 12 months
Legitimately Unregistered
6,282
6,193
5,987
6,572
These contain sites which can represent one of the following reasons:
Vacant sites
No Gas meter but live service
Service still in planning stage
Meter Point created less than 12 months
34,145
25,798
31,058
26,032
These figures provide details of meter points that have a created date < than 12 months that remain unconfirmed - If not confirmed they will gradually feed into some of the above reports going out to industry
79,929
74,539
83,546
75,537
Produced on a Bi-monthly basis

5. Confirmation Rejections
Industry Breakdown
Shipper Activity
Total number of MPRNS
Conquest requested
C& D Updates
Confirmation Rejections
Service Requests
TOTAL
578
189
272 34
150
645
Orphaned age analysis & Meter fitted breakdown
Created Year
Total %
With meter
1996 94
0.60% 89
1.74%
1997 67
0.43% 64
1.25%
1998
304
1.94%
262
5.12%
1999 88
0.56% 87
1.70%
2000
1,225
7.82%
145
2.83%
2001
975
6.22%
206
4.03%
2002
1,366
8.72%
303
5.92%
2003
2,847
18.17%
558
10.90%
2004
1,686
10.76%
551
10.77%
2005
1,083
6.91%
339
6.62%
2006
1,310
8.36%
523
10.22%
2007
2,295
14.64%
940
18.37%
2008
2,332
14.88%
1,051
20.54%
TOTAL
15,672
100.00%
5,118

6. Industry Breakdown (continued)
Origins of the Orphaned sites report
Number of shipper short codes
Volume
Conquest Creation
C&D Rejections
Confirmation Rejections
Service Requests
Total % 17
UP TO 50 62 24
137
285
2.08% 7
133 90 27
408
658
4.79% 3
254
144 99
500
997
7.26% 4
500+
1,284
1,088
526
8,895
11,793
85.87%
 31
1,733
1,346
714
9,940
13,733
100%
Total number of individual meter points is 12,590
The reason there are 13,733 in table is due to the meter point having more than 1 shipper activity reason
NB: The above as been done with July 09’s data set
Shipperless sites – Shipper Report
Number of shipper short codes
Volume
Number of sites % 12
< 5 sites 18
2.74% 10
sites 73
11.09% 3
11 to 20 sites 43
6.53% 4
> 21 sites
524
79.64%
 29
TOTAL
658
100.00%

7. Shipperless Details (PTS Files)
Shipper Responses
Shipper responses to the unregistered reports
UNREG Details
May
July
September
November
Shippers issued Reports 27 17 21 18
Volume
11,527
369
643
578
Number of shippers to respond
5 (18.5%)
2 (11.76%)
2 (9.52%)
2 (11.11%)
Volume of response
984 (8.53%)
27 (7.31%)
44 (6.84%)
15 (2.6%)
Shipper responses to the shipperless reports
Shipperless Details (PTS Files)
May
July
September
November
Shippers issued Reports - 26 30 29
Volume
608
667
658
Number of shippers to respond
3 (10%)
2 (6.9%)
Volume of response
10 (1.5%)
38 (5.78%)
301 “YES” responses still to be confirmed

8. Industry Breakdown (continued)
Age analysis of No Activity
Meter Point Created year
Volume %
2000 11
0.05%
2001 21
0.09%
2002
295
1.24%
2003
735
3.09%
2004
987
4.15%
2005
1,401
5.89%
2006
3,083
12.97%
2007
8,648
36.38%
2008
8,590
36.14%
TOTAL
23,771
100.00%
No Activity – UIP allocation
Number of UIP's
Volume
Number of sites 17
< 500 sites
1,028 5
> 500 sites
22,743
TOTAL
23,771

9. Industry Breakdown (continued)
Age analysis of sites < 365 days from creation
Date MPRN Created
Volume %
% of sites unregistered from creation
Nov-08
917
3.52%
13.61%
Dec-08
1,228
4.72%
18.20%
Jan-09
891
3.42%
14.41%
Feb-09
1,080
4.15%
16.24%
Mar-09
1,533
5.89%
20.16%
Apr-09
1,496
5.75%
21.35%
May-09
1,387
5.33%
20.76%
Jun-09
2,059
7.91%
26.56%
Jul-09
2,357
9.05%
31.99%
Aug-09
2,469
9.48%
37.44%
Sep-09
4,164
16.00%
55.35%
Oct-09
6,451
24.78%
76.92%
26,032
100.00%

10. Analysis on unconfirmed >12 months created
July/August 08 created
September/October 08 created
TOTAL Volume = 2,646 (14% Unregistered from created date)
Plots = 385
Flats = 529
Units = 334
Named/ Numbered properties = 1,398
TOTAL Volume = 2,141 (16.7% Unregistered from created date)
Plots = 326
Flats = 290
Units = 280
Named/ Numbered properties = 1,245
Shipper Activity = 643 (24.3%)
Conquest = 162
C&D = 278
Confirmation Rejection = 60
Service Request = 215
Shipper Activity = 578 (27%)
Conquest = 189
C&D = 272
Confirmation Rejection = 34
Service Request = 150
Checked with 2 MAM’s = 120 with meters fitted (6%)
Checked with 2 MAM’s = 108 with meters fitted (7%)
No Activity = 1,884 (71.2%)
3 UIP’s accounting for 81%
No Activity = 1,455 (68%)
4 UIP’s accounting for 77%

11. Process Updates

12. MOD 517 Changes
Changes were made to the existing Mod 517 templates on 17th August 2009.
We wish to thank our customers for supporting the change to the MOD517 process. Evidence has
confirmed that the information relating to the status of service is already benefiting the unregistered
process.

13. Code 12 Changes
Changes to the Code 12 M Number Creation process became effective from 5thOctober As a result of these changes the code 12 requests have now been absorbed by the MNC contact code.
Please note that these query types are defined as follows:
MNC
An MPRN Creation Request (with or without a meter attached) for non tagged service
FOM (Fast Track)
An MPRN Creation Request (with or without a meter attached) for tagged Service
NB: There is no longer a concern over whether the service was pre or post 2002

14. Route cause

15. Outcome of Unregistered meter points
Volumes from creation that remain unregistered after 12 months:
May/June = 3,200 (19% of total created)
July/August = 2,141 (14%)
September/October 08 = 2,646 (16%)
Unconfirmed sites can fall into one of the following categories:
IGT’s
Service never installed
Service still in planning stage of installation
Service installed, but no intention yet, or ever, of having a meter installed
Service installed and meter in planning stage to be fitted
Service installed and Meter fitted

16. Route Causes identified so far
Timescales from MPRN requested to service laid
M Number Allocation process
Services laid and no MPRN requests received
MPRN Rejections
Job Cancellations
M Number & details provided to the requestor
Correctly tagging services
IGT/LPG Sites created
MNC and Fast Track process
Address Clarity
Knowledge
Communication

17. UIP M Number Creation process
Finish
Start
Details provided of M Number used for service
Request for Service
Service Cancellation
Service Requester
Start
Service planned & M Number requested for creation on UK Link
Finish
Details provided of M Number created on UK Link
Batch of MPRN’s requested
Reinvestigated
Reinvestigated
Information returned on cancelled service
Utility Infrastructure provider (UIP
Service laid and tagged
Service cancelled
Rejected
System validation checks performed
Rejected
System validation checks performed
Accepted
Meter point details on UK Link set to EX
Accepted
xoserve

18. Data Labelling company allocating MPRN’s
UIP Controls around internal UIP have not registered with xoserve
Previous batch of MPRN’s not fully utilised
Specific MPRN’s not submitted prior to a service going in the ground
Job cancelled or deferred and xoserve not informed
Not registered UIP
Existing Services not set to DE by Networks
UIP’s have system constraints (i.e. IAD, PAF & Conquest)
UIP process controls (e.g. preliminary checks, MPRN allocation to jobs and validations)
Awareness of existing services
Non valid MPRN’s
MPRN requests are submitted prior to service in the ground
Rejections not re-submitted
Duplicate files submitted
Data Quality
Quotation accepted and job complete but no MPRN request submitted
UIP preliminary validation (Rejection Volumes 10%)
UIP knowledge of process
Critical information not provided (where applicable)
IGT’s
Xoserve Require full access to all Networks MAP’s systems
MPRN Information not passed onto Networks/Shippers from UIP’s
Existing Services not Set to DE & in some cases set to DE in error
Non tagging of Services or tagged incorrectly
No job to lay the service is completed
Duplicates
UIP Cancellation Reports (Shippers have already conformed)
Non submission of Cancellation Request
Timescales
Shippers not informed who proceed with confirmation which generates MOD517
Exceptions (MPRN has meter attached, MPRN at RQ & CO status, MPRN is at DE or EX status, MPRN is live with a Shipper and meter attached)

19. Shipper M Number Creation process
Finish
Start
7. M Number details provided date meter work planned
1. Meter installation required
End Consumer
2. M Number requested for creation on UK Link via FOM or MNC
5. Details provided of M Number created on UK Link
6. MPRN provided to MAM meter work planned
4. Reinvestigated by Shipper
Shipper
Rejected
3. System validation checks performed
Accepted
xoserve

20. Duplicates (MNC, FOM and Fast Tracks)
MOD517’s
Knowledge of MNC & FOM process
UIP’s not submitting original request
Rejection Prevention (Current Average 12%)
Communication
Data Quality
Systems (Individuals not having the full range of “user pays” systems/ services to complete their validations)
IGT/ LPG’s
Job Cancellations
Tagging of Services
Requests received for existing MPRN’s & addresses
MPRN Failures (Does not generate)
Previously submitted queries
MPRN is not confirmed twelve months after creation
No cancellations received
Duplicates created as no ISO raised

21. Discussion Points
Meter / No meter (service only) installation required
What checks are carried out to identify if a meter exists?
How is it established that there is a service in the ground?
When a plot address is provided for the original creation are there triggers in place to re-investigate correct postal address once the MPRN is confirmed?
How do you determine if it is a IGT site?
If the customer is unable to read the tag on the service do your staff contact the UIP?
If it is a block of flats is a site visit made if you are unable to identify the tag is a site visit carried out?
M Number requested for creation on UK Link via FOM or MNC
Are all queries submitted directly to Conquest?
Can you explain how you differentiate an MNC from a FOM query?
If an existing service is on site how are query rejections avoided?
What measures do you have in place to prevent both a FOM & MNC query being submitted under the same address?
What preliminary investigations/ checks do you carry out (for example: systems & services etc.) before a request is submitted?
If an MPRN exists where for the property do you ascertain the MPRN from?
System validation checks performed
Over the past twelve months the average rejection rate for Fast Track queries is 12.10% (6,714 rejected queries since Nov 2008) what could be done by yourselves in order to help reduce this figure?
What current validation measures do you have in place to prevent rejections?
Do you have any ideas on how we could help reduce rejection rates further?
The highest rejection reasons are AES (The requested MPRN already exists on UKLink for this site) or MAE (A different MPRN already exists on UKLink for this site). The majority could be avoided by interrogating IAD or contacting Data Centre? Is their a culture within your company to avoid using the “user pays” services in order to reduce costs?
4. Re-investigated
Are the staff involved with this process aware of the rejection reasons and how they are defined?
If an MPRN/address has been identified on our systems what action is taken by your staff?
What processes do you have in place to handle rejections? (i.e. is it picked up by the originator (If call centre staff in particular?)
If existing service is identified as part of the validations is an ISO query raised?

22. Discussion Points Shipper M Number Creations
5. Details of MPRN created on UK-Link
How do shippers determine if an MPRN is created?
How is the Supplier of the meter advised? If so, please explain how?
Are details passed to Confirmation Team? If so, please explain how?
Currently we receive no job cancellation requests from Shippers. Could it be explained as to why this does not happen (e.g. is it dealt with through the UIP’s)?
Is the UIP informed that a fast track has been submitted to avoid duplication?
If no tag was present on the service and you are aware it was laid post Is the Connection company contacted to tag the service correctly?

23. Unregistered and Shipperless Process
Confirmation
Issued To All Shippers
Issued To Specific Shippers
Shipper
No Confirmation Within 2 Months
Shipperless Report – Produced Bi-monthly. Consists of: GSRs and TOGs
start
Shipper Activity Report.
Consists of:
Confirmation Rejections
Conquest MNo Requests
UK-Link Meter Update Rejection
Service Request
Contact UIP, Network or MAM to verify service laid and possible meter fitted
Service Installed
Orphaned Report
Activity
Service Cancelled
Meter Point set to EX
xoserve
Unregistered Reports – Produced Bi-Monthly. Contains MPRs that have not been confirmed 12 Months after their created date
Service Not Yet Completed
Legitimately Unregistered. Consists of:
Vacant Sites
No Gas
MOD517
Service Still in Planning
start
No Activity
No Activity Report

24. Fast Track Analysis
We compiled a report listing all Fast Track Queries received over a 2 month period. We carried out some analysis with the aim of identifying why these were not raised via the UIP route. Our Findings were as follows:
Volume Percentage
UIP Creation rejected and not returned %
UIP Creation never raised %
UIP Creation received around the same time %
Address or quality issue %