11 user pays user committee 11th january 2010. 2 agenda minutes & actions from previous meeting...
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User Pays User CommitteeUser Pays User Committee11th January 201011th January 2010
2
Agenda
Minutes & Actions from previous meeting
Agency Charging Statement Update
Change Management
Change Proposal Update
Modification Update
Operational Updates
AOB
3
Agency Charging StatementAgency Charging Statement
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ACS Update
Joint Office website has been updated new location for current ACS http://gasgovernance.co.uk/liveacs
Annual review of services initiated notification issued Dec 09 asking for forecasts to be returned by midday 8th Jan 2010
Any questions on process please contact; [email protected]
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Change Management Change Management
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Update on Change Process
UPCO002 - IAD Last Access Report Business Evaluation Report (BER)
Next Steps Updated Timeline
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Modification Update Modification Update
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Modifications identified as potential User Pays
0209 – Rolling AQ
0231 – Changes to the Reasonable Endeavours Scheme to better incentivise the detection of Theft
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
0263 – Enabling the Assignment of a Partial Quantity of Registered NTS Exit (Flat) Capacity
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Modifications identified as potential User Pays
0264 – Review of industry arrangements to accommodate reduced demand at DM supply points
0270 – Aggregated monthly Reconciliation for Smart Meters
0271 – Amendment to the SSP – provisional LSP- SSP Amendment Rules
0272 – Review of Mod 640 Validation Arrangements for when a Change of Shipper has occurred
0274 – Creation of a National Revenue Protection Service
0276 – Alternative User Pays approach to – UNC Modification Proposal 0263 - Enabling the Assignment of a Partial Quantity of Registered NTS Exit (Flat) Capacity
0277 – Creation of Incentives for the Detection of Theft of Gas (Supplier Energy Theft Scheme)
0279 – Improving the availability of meter read history and asset information
1010
Operational UpdateOperational Update
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Telephone Service Line
No of callsService
Availability(target 95% availability)
Call answering
(target 90% within 30 seconds)
December 18,380 96.65% 90%
November 26,157 100% 92%
October 28,894 99.33% 91%
1212
IAD Service Line
Number of AccountsAvailability
(Target 97% availability during core hours)
December 21,000 100%
November 20,500 99.58%
October 20,000 99.16%
1313
Email Report Service Line
No. of email reportsPerformance
(2 and 5 business days)
December 73 100%
November 96 100%
October 119 100%
1414
Portfolio Reports
Reports sent in the month Performance standard
December 110
November 110
October 110
1515
AQ Enquiries
Number of AQ Enquiries processed
Performance(Target process by end of second
Business Day)
December 3,867 100%
November 18,288 100%
October 17,959 100%
1616
IAD Account Transaction Volumes
Accounts Created (normal process)
Bulk Password Resets
Number Within 10 daysNumber
RequestedCompleted within
Month
December’09 1043 100% 0 0
November’09 537 100% 0 0
October’09 678 100% 0 0
September’09 729 100% 282 282
August’09 703 100% 115 115
July’09 669 100% 84 84
June’09 727 100% 78 78
May’09 621 100% 192 192
April’09 730 100% 0 0
March’09 1009 99.8% 258 258
February’09 1200 82% 134 187
January’09 426 49% 53 0
1717
IAD Account – Deletion volumes
Accounts Deleted
(normal process)
Number Within 10 days Comments
December 234 100%
November 93 100%
October 114 100%
1818
AOB AOB
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New LSO/DLSO Request Form
Live from 11th January
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Unique Sites User Pays reports
Majority of responses in respect of proposed reporting approved new version of report.
Proposed to go live from 1st March 2010
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Customer Satisfaction
xoserve is working on a revised approach to its Customer Satisfaction survey
Going forward it is proposed that the User Pays services will not be identified separately