user pays user group monday 2 nd june 2008. 2 today’s agenda introduction (hb) review of minutes...
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User Pays User Group User Pays User Group Monday 2Monday 2ndnd June 2008 June 2008
2
Today’s Agenda
Introduction (HB)
Review of minutes & actions (TD)
Contractual Change
IAD performance standards proposals (AM)
Proposal for contract change (RM, CB, all)
Next steps (GF)
Terms of Reference
Feedback on draft ToR (GF, all)
Next steps (GF, all)
Updates from xoserve
Operational update (DA)
IAD update (DA)
Proposed Process for Managing User Pays Systems and Service Enhancements (GF, all)
High level timeline (HB)
AOB (all)
Close (HB)
Contractual ChangeContractual Change
4
IAD performance standard proposals
Background Core Hours Availability Data re-fresh
5
xoserve proposal
Background: feedback from users that xoserve need to provide
increased commitment for Core Hours and data re-fresh frequency
Currently:
Operational hours defined as 06:00 – 22:00 Monday to Saturday
excluding bank and public holidays
Core Hours (against which performance will be measured for
liabilities) are 09:00 – 17:00 each Business Day
Performance standard of 95% availability during Core Hours
Operationally data re-fresh is daily
Core measure (against which performance is measured) data re-fresh
must not be later than 4 Business Days
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xoserve proposal - IAD Core Hours
Aim: to provide increased service provision with little or no impact to price
Core Hours proposed as: 08:00 to 20:00 Monday to Friday (Business Days) 08:00 to 12:00 Saturday (excluding Christmas or New Year where
these fall on a Saturday)
IAD operational hours are still 06:00 to 22:00 Monday to Saturday (excluding bank and public holidays)
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Existing Arrangements - IAD availability
The performance standard for availability is currently 95% of Core Hours Below this performance, for Unplanned Downtime reductions in charges
are currently made as follows:Unplanned downtime Reduction applied
to monthly charge
5% or less 0%
5.01 – 10% (8hrs*) 20%
10.01 – 15% (16hrs*) 35%
15.01 – 20% (24hrs*) 50%
20.01 – 30% (32hrs*) 60%
30.01 – 50% (48hrs*) 70%
More than 50% (80*) 90%
*hrs based upon a 160 hour month (4 weeks, 20 business days)
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xoserve proposal - IAD availability
The performance standard for availability will be increased to 97% against the proposed Core Hours
Below this performance, for Unplanned Downtime, reductions in charges will be made as follows:Unplanned downtime Reduction applied
to monthly charge3% or less 0%3.01 - 5% (7.68hrs*) 5%5.01 – 10% (12.80hrs*) 15%10.01 – 15% (25.60hrs*) 25%15.01 – 20% (38.40hrs*) 40%20.01 – 30% (51.20hrs*) 50%30.01 – 50% (76.80hrs*) 60%More than 50% (128hrs*) 80%*based upon a 256hr month (4 weeks, 4 Saturdays)
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xoserve proposal – IAD availability
Unplanned downtime within core hours of a day:
Current terms Proposed terms
4 continuous hours outage, reduction in charges of
50% of daily failure charge rate
4 continuous hours outage. reduction in charges of
50% of daily failure charge rate
8 continuous hours outage, reduction in charges of
100% of daily failure charge rate plus liquidated damages of 25% of daily failure charge rate
6 hours continuous outage, reduction in charges of
100% of daily failure charge rate(proposed change in order to maintain appropriate incentives)
In the event the IAD availability performance measure is satisfied in a calendar month, but:
10
xoserve proposal - IAD re-fresh
Performance measure to ensure the data on the IAD system is updated within 2 Business Days following date of receipt and acceptance by xoserve of such criteria
Improvement against present standard (4 days) Where not met, charges reduced by 50% of the relevant Daily
Failure Charge Rate – same as present arrangements Operationally, data re-fresh is daily
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xoserve proposal - summary
Extending Core Hours, Availability and Data re-fresh meets customers requirements as stated at the April meeting
Extending Core Hours, Availability and Data re-fresh standards increases xoserve’s costs and risk exposure
xoserve consider that the extension to Core Hours, Availability and Data re-fresh can be accommodated by reducing the liability risk exposure rather than by increasing the charges
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xoserve proposal - summary
Views?
Possible next steps: Transporter to incorporate within SPAA change Performance standards incorporated within Schedule 4
13
Contractual change
Proposal submitted by Rosie McGlynn and Colette Baldwin
Terms of ReferenceTerms of Reference
xoserve update xoserve update
Operational UpdateOperational Update
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Current demand for Non-Code services
Service Number Invoiced for
April
Forecast for April
Commentary
IAD 10,047 12,500 Still receiving new requests for IAD
Telephones Invoiced as Bands
In line with forecasts
DVD 0 0 Not sent out this month as quarterly
Email 105 169 Slow start to the month
AQ spec calc 2,900 212,934 Usage is seasonal so expected limited use during April
Portfolio reports 83 70 Report request higher than forecast
Value of non-Code sales for April £236,000 against forecast of £274,000
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April’s Non-Code Service KPIs
Service KPIs Explanation for other than Green
IAD
Telephones
DVD No DVD this month as only quarterly
AQ spec calc
Portfolio reports Registered user portfolio report not complete for some customers. Data portfolio snap shot not
sent to some customers.
Non-Code services Invoice issued on 20th MayPayment due date is 17th June
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Interruptions to Non-Code Services during May
Tuesday 6th May Telephone Service unavailable for eight hours due to suspected
server problem Sunday 11th May
IAD unavailable on 11th May due to server failure as a result of air conditioning problems in data centre. IAD data re-fresh was three days late for Monday 12th May, fully recovered on Tuesday 13th May
Wednesday 14th May xoserve call centre employees could not access Sites and Meters so
were unable to deal with calls and thus provide the Telephone Service and E Mail reporting services. Six hour outage to Telephone Service
Note: calls made during Telephone Service outage periods do not count towards usage
IAD UpdateIAD Update
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IAD users
User
type
Provision rule Contract No of Accounts
Shipper GT Licence Condition 31 and UNC permit release of data.
User Pays contract 10,500
Network UNC permits release of data ASA (note ASA refers to User Pays contract Schedule 4 and ACS for charging and service delivery)
MEUs Gas Act. Note Shippers provide permission to access data
User Pays contract
iGTs Under contract to measure performance of the services (2 accounts provided)
Contract between xoserve and iGTs
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Govt orgs Social Security Administration Act 1992, Section 109B
None 50
Ofgem E/watch
Industry regulators licensing None 30
IAD EnhancementsIAD Enhancements
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IAD Enhancements
Enhancements to improve the IAD service were identified in mid 2006 Requirements captured and design solutions developed pre User Pays Implementation had to be scheduled around a number of other key
systems changes, hence now planned for 2008 deployment As a result, changes proposed for implementation during transition of
User Pays arrangements Combination of feedback from users and the results of testing have
identified the need for further review prior to implementation What were the objectives? How were these to be satisfied? Issues and implications?
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IAD Enhancements
Objective Improved service for IAD password re-sets
How delivered user driven password re-set functionality
Two options: Users set security information (series of questions) Auto email response “ping-back” service
Issues: Questions – nature, number and security of data Auto email – slower delivery of service Frequency of system initiated password re-set
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IAD Enhancements
Objective IAD system performance stability
How delivered ability to monitor activity at transactional level
Implications none on users
Code to be deployed, but later than scheduled
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IAD Enhancements
Objective Improved IAD security
How delivered Single user log-on functionality
Issues and implications: Consider implications of local (to user) network failure Web browser discrepancies
Change still under review
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IAD Enhancements
Summary: Outage on 21/22 June cancelled Transaction monitoring to be implemented Password re-set functionality – need to agree preferred solution and
implement Timescales for implementation to be advised.
Note: DN interruption functionality was implemented during the outage on
17th/18th May Single/ Concurrent User was deferred Outage planned for 1st June to rectify minor issues with data search
and display functionality
Proposed Process for Managing User Proposed Process for Managing User Pays Systems and Service Pays Systems and Service
EnhancementsEnhancements
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Proposed User Pays User Group role in change to service provision
Change type Responsible Accountable Consulted Informed
User Pays delivery systems for all non-Code services
X X
ACS Modification X X
Legislative and regulatory change
X X
UNC Modification X X
Note: Contract change process not yet included here as under separate development
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Proposed Process for non-code services
Proposed system/service enhancement to
UPUGUPUG discussion
Feasibility study
Commitment to proceed
Project set up to deliver. Will keep UPUG informed
Inform other industry forums if
required
Process excludes Mods and Regulatory driven change
However, xoserve will make UPUG aware of any impacts to services due to Mods or Regulatory change
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User Pays User Group role in change
UP system change Full discussion with UPUG from initial idea to any implementation.
Change can be proposed by any party
ACS modification Sharing of information at earliest opportunity
Legislative and regulatory change Sharing of information at earliest opportunity. Nature of change
depends upon scope for consultation / notification
UNC modifications Kept under review for any implications on User Pays services (code or
non-code)
Time LineTime Line
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High Level Time Line
7
Lessons Learned
Governance:
20thInvoices issued
17th Invoice payment
tbc
July
tbc
Aug
tbc2ndUser Pays User Group mtgs
Operational:
Review forecast under/over
recovery/ACS implications
Establish TOR for UPUG
Develop revised Ts and Cs
SeptJuneMayActivity
IAD transactional monitoring
AOBAOB