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

2. 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. 3 Statistical Information

4. 4 Overall Industry unregistered and Shipperless Sites meter points Unregistered Sites May-09Jul-09Sep-09Nov-09 TrendDescription Shipper Activity 11,527369643578 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 13312,22714,622 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With Meter 5,118 Shipperless Sites - Shipper 0608667658 These contain sites which have previously been confirmed and withdrawn with meter removed.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 1,9982,0212,2942,254 No Activity 25,84427,32328,27523,771 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 6,2826,1935,9876,572 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 34,14525,79831,05826,032 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 TOTAL79,92974,53983,54675,537 Produced on a Bi-monthly basis

5. 5 Industry Breakdown  Shipper Activity Total number of MPRNS Conquest requestedC& D Updates Confirmation RejectionsService RequestsTOTAL 57818927234150645  Orphaned age analysis & Meter fitted breakdown Created YearTotal%With meter% 1996940.60%891.74% 1997670.43%641.25% 19983041.94%2625.12% 1999880.56%871.70% 20001,2257.82%1452.83% 20019756.22%2064.03% 20021,3668.72%3035.92% 20032,84718.17%55810.90% 20041,68610.76%55110.77% 20051,0836.91%3396.62% 20061,3108.36%52310.22% 20072,29514.64%94018.37% 20082,33214.88%1,05120.54% TOTAL15,672100.00%5,118100.00%

6. 6 Industry Breakdown (continued)  Origins of the Orphaned sites report Number of shipper short codesVolume Conquest CreationC&D Rejections Confirmation Rejections Service RequestsTotal% 17UP TO 506224621372852.08% 751 - 25013390274086584.79% 3251-500254144995009977.26% 4500+1,2841,0885268,89511,79385.87% 31Total1,7331,3467149,94013,733100% 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  Shipperless sites – Shipper Report Number of shipper short codesVolumeNumber of sites% 12< 5 sites182.74% 105 - 10 sites7311.09% 311 to 20 sites436.53% 4> 21 sites52479.64% 29TOTAL658100.00% NB: The above as been done with July 09’s data set

7. 7 Shipper Responses  Shipper responses to the unregistered reports  Shipper responses to the shipperless reports UNREG DetailsMayJulySeptemberNovember Shippers issued Reports27172118 Volume11,527369643578 Number of shippers to respond5 (18.5%)2 (11.76%)2 (9.52%)2 (11.11%) Volume of response984 (8.53%)27 (7.31%)44 (6.84%)15 (2.6%)  301 “YES” responses still to be confirmed Shipperless Details (PTS Files)MayJulySeptemberNovember Shippers issued Reports-263029 Volume-608667658 Number of shippers to respond-03 (10%)2 (6.9%) Volume of response-010 (1.5%)38 (5.78%)

8. 8  Age analysis of No Activity Meter Point Created yearVolume% 2000110.05% 2001210.09% 20022951.24% 20037353.09% 20049874.15% 20051,4015.89% 20063,08312.97% 20078,64836.38% 20088,59036.14% TOTAL23,771100.00% Industry Breakdown (continued) Number of UIP'sVolume Number of sites 17< 500 sites1,028 5> 500 sites22,743 TOTAL23,771  No Activity – UIP allocation

9. 9  Age analysis of sites < 365 days from creation Industry Breakdown (continued) Date MPRN CreatedVolume% % of sites unregistered from creation Nov-089173.52%13.61% Dec-081,2284.72%18.20% Jan-098913.42%14.41% Feb-091,0804.15%16.24% Mar-091,5335.89%20.16% Apr-091,4965.75%21.35% May-091,3875.33%20.76% Jun-092,0597.91%26.56% Jul-092,3579.05%31.99% Aug-092,4699.48%37.44% Sep-094,16416.00%55.35% Oct-096,45124.78%76.92% 26,032100.00%

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

11. 11 Process Updates

12. 12 MOD 517 Changes  Changes were made to the existing Mod 517 templates on 17 th 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. 13 Code 12 Changes  Changes to the Code 12 M Number Creation process became effective from 5 th October 2009. 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. 14 Route cause

15. 15  Volumes from creation that remain unregistered after 12 months: May/June 08 = 3,200 (19% of total created) July/August 08 = 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 Outcome of Unregistered meter points

16. 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. 17 UIP M Number Creation process Service Requester xoserve Service planned & M Number requested for creation on UK Link System validation checks performed Service cancelled Service laid and tagged Rejected Reinvestigated Request for Service Utility Infrastructure provider (UIP Start Details provided of M Number created on UK Link Accepted Details provided of M Number used for service Meter point details on UK Link set to EX Information returned on cancelled service Service Cancellation System validation checks performed Reinvestigated Rejected Accepted Batch of MPRN’s requested Finish Start Finish

18. 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. 19 Shipper M Number Creation process End Consumer xoserve 2. M Number requested for creation on UK Link via FOM or MNC 3. System validation checks performed 6. MPRN provided to MAM meter work planned Rejected 4. Reinvestigated by Shipper 1. Meter installation required Shipper 5. Details provided of M Number created on UK Link Accepted 7. M Number details provided date meter work planned Finish Start

20. 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 Failures (Does not generate)  MPRN is not confirmed twelve months after creation  No cancellations received  Duplicates created as no ISO raised

21. 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. 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 2002. Is the Connection company contacted to tag the service correctly?

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

24. 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 9321.7%  UIP Creation never raised27063%  UIP Creation received around the same time4911.8%  Address or quality issue153.5%