KVI Change Management Survey January 2019 – Update You Said – We Did

Overview 3 Surveys completed for year 2018/2019 - July, October and January. Issued to approx. 450 Industry contacts KVI achieved against our target of 90% rated as ‘Always’ or ‘Usually’: July 82.2% October 67.8% January 86.7% Overall score for the year 76.1% Improvement of almost 20% made between October 2018 and January 2019 Nine responses received in total for the January 2019 Survey Six reviewers provided further comments on the Change management process. Their feedback and Xoserve’s responses are detailed in this presentation Next Survey will be issued in April 2019

Individual question responses Oct 2018 vs Jan 2019 I receive timely and fit for purpose information to enable me to manage new changes that impact my organisation Xoserve presents a range of solution options for each change to enable choice I trust Xoserve to identify solutions that benefit the whole Industry where possible Xoserve supports the ability for me to fully engage me in the change process, should I choose to I trust Xoserve to deliver changes to agreed costs, timescales and quality Jan 19 (9) October 18 (18)

You said – We did January 2019 For question 4, I have put usually as we don't always see changes which Xoserve deem to be Xoserve impacting only for us to ascertain whether we believe this to be true. Example of this is XRN4740 AQ Calculation for Class 4 with AMR fitted where it is down to be delivered as Xoserve only but we have no way of knowing anything about this change apart from the title. This I don't feel is completely transparent or the correct way to manage these type of changes Alison Cross (Xoserve) met with the customer to discuss the feedbcack in more detail: Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. I understand that XRN4740 has since been discussed at DSG, providing clarification that this was a defect 'CR' that was tracked on the AQ Defect log. We did however talk about the lack of transparancy for internal CRs and defects and their potential impacts to our customers as you felt this was an area that feels unfinished at the moment. Who decides there are no impacts? How are impacts to other organisations communicated out when a defect or internal CR is raised? Xoserve has a dedicated resource in place who is currently reviewing the process of defect and issue management to recommend improvements on how these are rated/scored and communicated out. You also suggested we could add a weekly update to Xoserve.com for these types of changes. Thank you for your postive feedback on how the change process is going in the right direction and on our new Xoserve.com. We look forward to implementing further improvements to both during 2019. The change process is now getting into the swing of the evolved process which has been refined throughout 2018. The solutions are more customer centric and there are options presented where necessary (sometimes there isn't multiple options). The next step is the relationship with the change process and wider groups e.g. DESC (UNC) and SEG (SPAA) as changes in processes might originate from there as well. The UIG Task Force has been unique but it has been confusing where updates are going and whom is the decision maker and with the on-going UIG developments (post task-force closure) it needs to be understood who does what and what part the ChMC plays in this and how the CDSP supports the different customer groups and views on where things should be developed. Alison Cross (Xoserve) met with the customer to discuss the feedback in more detail: Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. It is good to hear that you recognise the refinements we have made to the change process during 2018 and that we are presenting more customer centric options. We discussed DESC and SEG (SPAA) and how you can see opportunities in these forums for Xoserve to be more pro-active in progressing changes discussed there. We already have Xoserve Customer Change representative at SPAA who progresses changes discussed there and will look to ensure Customer change is represented at DESC going forward. Thank you for your feedback on the UIG task force and its governance arrangements. We will make sure any further changes in respect of UIG will follow the appropriate governance route - for Modifications (Mods) this is the UIG work group or as determined by the Mod Panel , for Change Proposals it is DSC Change Management committee. We will investigate how best to identify groups necessary to be consulted in Change proposal development.

You said – We did January 2019 The change process has come a long way since Nexus and I feel fully engaged in it through DSG. For Q8 I have dropped to usually only due to a couple of recent delays however these have been managed well. Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. We are pleased to hear you recognise that the change process has come along way since Nexus and would like to thank you for your regular attendance and valuable input at DSG. We acknowledge your feedback on the delays, which Xoserve have felt inevitable to ensure our successful delivery. We try to ensure our customers are kept informed at all times of progress through these delays so it is good to hear you feel we have been managing this well. IGTs have continued to see consistent failings in Xoserve's delivery of IGT related changes. The most recent example being the HSE report and sign-off of Release 2. Alison Cross (Xoserve) met with the customer to discuss the feedback in more detail: Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. We acknowledge there have been occasions since Nexus Go Live where IGTs have felt they have not been informed or consulted about the changes that impact them, but also how well Xoserve have managed defects, issues and queries. With the introduction of the formal capture stage since R2 and other internal process improvements as discussed on the call these situations should not be repeated. We discussed the inclusion of Change updates as an agenda item at IGT constituency meetings going forward and that IGTs will be encouraged to attend Xoserve's Release Customer awareness WebEx sessions which will provide further visibility of the changes due to be implemented. We will also schedule quarterly Face to Face sessions with IGTs to re-cap on IGT impacting changes. Thank you for your feedback on the new Website. We are pleased to hear that you are finding the change pages easier to navigate since the update.

You said – We did January 2019 The main concerns are around quality and the number of issues that appear after the event. I know and understand that improvements on this have already been implemented but there is still some wariness on this for me. Mostly this applies to older situation which do not fix as expected rather than new ones but all fall into this process. Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. Unfortunately we are unable to contact you to obtain further details as your survey response was anonymous. It is good to receive acknowledgement of the improvements we have endeavoured to put in place to mitigate issues arising following the delivery of changes, particularly the introduction of the capture process mid- last year. We will continue to implement further improvements and encourage customer feedback to help us focus on key actions. In respect of R2 and R3 releases these were scoped at the back end of the transitional period between old and new change process. Earlier engagement is now in place for future releases - for example November 2019 release was being discussed in October/November 2018. The answer to #8 is reflective of the delayed delivery of the HSE change within R2. However we are encouraged by the close monitoring and updates provided by our Customer Advocate toward the latter stages of delivery. Thank you for taking the time to complete our January KVI Change management survey - your feedback is much appreciated. We acknowledge your feedback on the R2 HSE Change delay but are pleased to hear that the close monitoring and updates via your Customer Advovcate have helped to give you some confidence in us. R2 and R3 releases were scoped at the back end of the transitional period between old and new change process. Earlier engagement on Requirements gathering and Solution option through the Capture process is now in place for all future releases - for example November 2019 release was being discussed in October/November 2018 - which should mitigate any future occurences of issues such as these. The Customer Change team are commited to engaging with customers through the end to end change process which includes the DSC Change Management committee, our Delivery Sub Group (DSG) and Customer Awareness sessions for all Releases.