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Presentation on theme: "Place your chosen image here. The four corners must just cover the arrow tips. For covers, the three pictures should be the same size and in a straight."— Presentation transcript:

1 Place your chosen image here. The four corners must just cover the arrow tips. For covers, the three pictures should be the same size and in a straight line. IS Service Desk Performance and Gemini Access Transmission Workgroup, 5 April 2012

2 2 Contents  Performance of IS Service Desk  Gemini Access

3 3 IS Service Desk Performance Issues  Service provider changed to HP on 14 March 2012  Settling in issues:  Reduced service experienced, affecting:  Gemini account requests  Password changes  We recognise that performance has not been up to standard and are taking steps to address this

4 4 Immediate actions  We are taking the following steps:  Peak time additional call agent support  Extra training for call agents  More supervisors available to assist call agents We are also discussing with xoserve whether a 10-days service for account creation is appropriate

5 5 Gemini Access  On 29 March an account was established for EDF Trading:  Testing by EDF Trading discovered that they could see other portfolios (more on the next slide)  EDF Trading reported this immediately to National Grid’s IS Service Manager  EDF Trading’s account was corrected as quickly as possible

6 6 Portfolios Affected  Gemini transaction logs indicated that EDF Trading had accessed the screens of three other users over a very short period of time  All affected users were informed of the situation on 30 March

7 7 Further checks  Subsequent investigations confirmed:  All other account transactions since 14 March were correct  No non-National Grid/xoserve people have the pan- portfolio view

8 8 Conclusions  National Grid and xoserve regret the poor service currently being received by the community  Please be assured that we are giving this urgent senior level attention  National Grid IS have reviewed and changed the support arrangements for Gemini to prevent this happening again  Recent indications are that there have been some improvements to service centre performance, but please feed back your concerns via your usual contacts at xoserve

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