1. 11 User Pays User Committee 11th January 2010

2. 2 Agenda  Minutes & Actions from previous meeting  Agency Charging Statement Update  Change Management  Change Proposal Update  Modification Update  Operational Updates  AOB

3. 3 Agency Charging Statement

4. 4 ACS Update  Joint Office website has been updated new location for current ACS http://gasgovernance.co.uk/liveacshttp://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;  xoserve.userpays@xoserve.com xoserve.userpays@xoserve.com

5. 5 Change Management 5

6. 6 Update on Change Process  UPCO002 - IAD Last Access Report  Business Evaluation Report (BER)  Next Steps  Updated Timeline

7. 7 Modification Update 7

8. 8 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

9. 9 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

10. 10 Operational Update

11. 11 Telephone Service Line No of calls Service Availability (target 95% availability) Call answering (target 90% within 30 seconds) December18,38096.65%90% November26,157100%92% October28,89499.33%91%

12. 12 IAD Service Line Number of Accounts Availability (Target 97% availability during core hours) December21,000100% November20,50099.58% October20,00099.16%

13. 13 Email Report Service Line No. of email reports Performance (2 and 5 business days) December73100% November96100% October119100%

14. 14 Portfolio Reports Reports sent in the monthPerformance standard December110 November110 October110

15. 15 AQ Enquiries Number of AQ Enquiries processed Performance (Target process by end of second Business Day) December3,867100% November18,288100% October17,959100%

16. 16 IAD Account Transaction Volumes Accounts Created (normal process) Bulk Password Resets NumberWithin 10 days Number Requested Completed within Month December’091043100%00 November’09537100%00 October’09678100%00 September’09729100%282 August’09703100%115 July’09669100%84 June’09727100%78 May’09621100%192 April’09730100%00 March’09100999.8%258 February’09120082%134187 January’0942649%530

17. 17 IAD Account – Deletion volumes Accounts Deleted (normal process) NumberWithin 10 daysComments December234100% November93100% October114100%

18. 18 AOB

19. 19 New LSO/DLSO Request Form  Live from 11 th January

20. 20 Unique Sites User Pays reports  Majority of responses in respect of proposed reporting approved new version of report.  Proposed to go live from 1 st March 2010

21. 21 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