11 User Pays User Committee 14th September 2009

2 Agenda  Minutes & Actions from previous meeting  Agency Charging Statement Update  Change Management  Change Proposal Update  LSO / DLSO Form  Modification Update  Mod 224 Update  Operational Updates  AOB

3 Agency Charging Statement

4 ACS Review for 1 st October 2009  Part of xoserve’s commitment to review User Pays Charges  Further revision after last UPUC created only one price change;  Reduction in IAD charge to £5.75 (creates average charge of £7.90 for 09/10)  Submitted to Industry for review in August with no comments received  Submitted to Ofgem for final review for a 1 st October 2009 effective date  Any questions on process please contact; 

5 Change Management 5

6 Update on Change Process  Both Change Orders progressing well;  UPCO001 - IAD Transactional Charging  Charging based on per hit on IAD database – report already available  Could provide more pure ‘user pays’ principle – can provide individual customer analysis if requested  Early indications are that change could be implemented  Likely to require 2-3 weeks to develop EQR  Will require change to Service Schedule and ACS  Next Steps  Development and publishing of EQR document with above details  Customer Voting

7 Update on Change Process  UPCO002 - IAD Last Access Report  New report documenting all User’s accounts, status and last accessed date  Will benefit all users who wish to actively manage their IAD accounts  Report already exists and can be formally implemented  Likely to require 2-3 weeks to develop EQR  Will need to amend the Service Schedule and ACS  Next Steps  Development and publishing of EQR document with above details  Customer Voting

8 New LSO/DLSO Request Form

9 Benefits  Introduces greater security with xoserve Customer Lifecycle validating all requests for LSO/DLSO.  Incorporates IAD LSO/DLSO to the existing form.  Allow user to specify which applications the LSO/DLSO will be responsible for.

10 New LSO/DLSO form

11 Key Dates  Proposed implementation – 1 st December 2009  Soft landing until – 1 st January 2010

12 Modification Update 12

13 Modifications identified as potential User Pays  0209 – Rolling AQ  0224 – Facilitating the use of AMR in the Daily Metered Elective Regime  0231 – Changes to the Reasonable Endeavours Scheme to better incentivise the detection of Theft  0245 – Review of arrangements regarding the detection and investigation of Theft of Gas  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  0260 – Revision of Post-Emergency Claims Arrangements  0264 – Review of industry arrangements to accommodate reduced demand at DM supply points

14 Operational Update

15 Telephone Service Line No of calls Service Availability (target 95% availability) Call answering (target 90% within 30 seconds) August25,936100%92% July31, %92% June30, %91%

16 IAD Service Line Number of Accounts Availability (Target 97% availability during core hours) August19,000100% July20, % June19,250100%

17 Report Service Line No. of reports Performance (2 and 5 business days) August85100% July96100% June78100%

18 Portfolio Reports Reports sent in the monthPerformance standard August110 July110 June110

19 AQ Enquiries Number of AQ Enquiries processed Performance (Target process by end of second Business Day) August764,423100% July1,496,084100% June363,791100%

20 IAD Account Transaction Volumes Accounts Created (normal process) Bulk Password Resets NumberWithin 10 days Number Requested Completed within Month August’ %115 July’ %84 June’ %78 May’ %192 April’ %00 March’ %258 February’ % January’ %530 December’ %82 November’ %227 October’ %153 September’ %200

21 IAD Account – Deletion volumes Accounts Deleted (normal process) NumberWithin 10 daysComments August207100% July %1824 deleted via bulk request June575100%

22 AOB

23 AQ activities – Portfolio Reports  AQ 2009 data refresh planned 01/10/09 to 03/10/09  Data could be affected for reports scheduled on these dates  It is expected that all reports will still be provided as per the schedule…  However, delivery of some reports could be delayed;  Registered User Portfolio Report ~ Where delivery date is 09/10/09  Registered User Portfolio Statement ~ All recipients  Should delivery become delayed xoserve will notify Users

24 AQ Activities – IAD  To reflect new gas year values a datafix is required  Planned between 01/10/09 (at 17:00hrs) until 03/10/09 (02:00hrs)  It is expected that IAD will be in ‘Catch up’ mode on 03/10/09 from 02:00hrs until 08:00hrs  During this period all data available in IAD will be pointing to D-2  Users will still be able to access the system as normal