1. 19 th September 2012Page 1 IGG Agenda 19 th September 2012 Minutes from Previous IGG Meeting10:30 – 10:35 Review of Action Items10:35 – 10:45 CER Update10:45 – 10:55 Gemserv Update10:55 – 11:05 MRSO Update11:05 – 11:20 HSP Project Update11:20 – 11:35 Customer Service Initiatives11:35 – 11:55 Retail Market Design Service Update11:55 - 12:15 AOB12:15 – 12:25 Next Steps12:25 - 12:30

2. 19 th September 2012Page 2 Minutes Minutes from IGG meeting 8 th August 2012 For approval today

3. 19 th September 2012Page 3 IGG Action Items Updated IGG Action List issued in advance of meeting  Actions closed since last IGG meeting: 5  IGG Actions carried forward: 2

4. 19 th September 2012Page 4 IGG Actions Carried Forward AP NoTitleOrg Assigned To Due Date 801Essential Plant: ESB Networks to forward list of relevant MPRNs to each Supplier ESBN27/06/2012 809LTNA: Suppliers to provide details on connections that qualify (include MPRNs, DUoS Group, current MIC) in order to quantify cost impact of the proposals Suppliers30/08/2012

5. CER Update Industry Governance Group 19 th September 2012

6. 6 Retail Market Assurance Services for the Irish Electricity Market Peter Varley IGG 19 th September 2012 peter.varley@gemserv.com

7. 21 September 20117 Assurance Activity Update Business As Usual (RMDS) Assurance Process Document –Supplier’s comments have been reviewed and Supplier has indicated contentment with the responses –We are discussing third party software implications with RMDS to clarify assurance requirements –Now seeking unconditional IGG approval of Assurance Process so that the document can be published forthwith

8. 21 September 20118 Assurance Activity Update Business As Usual (RMDS) Potential New Category of Applicant –Demand Side Unit is potentially a new type of market participant for assurance purposes –Assurance would be similar to that for Self-Supplier i.e. application and simple questionnaire

9. 21 September 20119 Assurance Activity Update Business As Usual (RMDS) (ctd.) Supplier Assurance –small supplier to become a large supplier commencing; and –new large supplier pending.

10. 21 September 201110 Assurance Activity Update Harmonisation (HRDS) Self Assessment Complete Report approved Site visit Complete Report approved IPT Complete Report approved Outcome report Complete - Cut-over recommended on successful completion of performance tests Report pending approval

11. 11 Questions & Discussion

12. 21 September 201112 MRSO Update Gerry Halligan 19 September 2012

13. 21 September 201113

14. 21 September 201114

15. 21 September 201115 COS In Progress 17/09/2012 – 6,462 Reviewed Monthly Suppliers notified of individual switches outstanding and reason Switch outstanding for Energisation or Token Meter Removal will not time-out Contact Customer or submit cancellation 18 Switches held due to an existing Open Service Order Oct 11 1 Nov 11 0 Dec 11 0 Jan 12 0 Feb 12 0 Mar 12 0 Apr 12 16 May 12 3

16. 21 September 201116 COS and CoLE Month Explicit CoLE Inferred CoLE Total CoLETotal 010 % Explicit CoLE % Total CoLE Jun-124,1023,4127,51422,55118%33% Jul-124,2803,9248,20424,54517%33% Aug 124,6223,8858,50724,41519%35%

17. 21 September 201117

18. 21 September 201118 Debt Flagging Jun-12Jul-12Aug-12 Total MPRNs Received693921665 Total Inferred CoLEs Returned to Outgoing Supplier 244268226 Returned for other reason to Outgoing supplier (Invalid MPRN, Switch Completed, Explicit CoLE)365722 Valid Debt Flags issued to Gaining supplier413596417 Total Cancelled230223207 Valid Debt Flags as % of total COS1.9%2.7%2.0%

19. 21 September 201119

20. 21 September 201120

21. 21 September 201121

22. 21 September 201122 Objections Jun-12Jul-12Aug-12 No. of Objections 462635 Cancellations from Objections 36 2126 Objection Emails to MRSO 6166 Reasons: Uncontactable by phone121 Written communication-5- COS Confirmed495 Other 1-- Escalation Emails 1191

23. 21 September 201123 MRSO Audit 2012 Last detailed transactional audit of MRSO covered 2005/06 Propose to audit period 2009/10/11 (period of significant market activity and introduction of Global Aggregation) Draft Scope of Audit approved in principle by CER Copy to issue to MPs this week for comment by 10/10/12

24. 21 September 201124 ROI HSP Project Update Conor Garrigan

25. 21 September 201125 HSP Agenda Items Project Plan Update Release Notes Final Go-Live Checkpoint Conference Call

26. 21 September 201126 High Level Schedule

27. 21 September 201127 HSP Release Notes Cover: –MCR content –Late-breaking minor technical issues –Post Go-live Market Support arrangements Copy available in HSP Project Folder and this IGG Meeting Folder on RMDS Calendar

28. 21 September 201128 Final Go-Live Checkpoint Market Conference Call –Acts as final readiness checkpoint before go- live –All MPs, CER and Gemserv attend –CER confirms final decision to go-live –Reviews / confirms final logistics for cutover weekend –3pm, Thur 20 th Sep, RMDS Conf Call nos.

29. 29 ESB Networks Current Customer Service Initiatives and Supplier Involvement I.G.G. September 2012

30. 30 Initiatives PowerCheck SMS Texting Appointments Pilot Social Media Ploughing Championship

31. 31 PowerCheck Website and Apps for iPhone and Android Google Map linked directly to our Outage Management System Live information about supply interruptions Link: Support needed Suppliers to put link to PowerCheck on their own websites and use in response to queries Feedback on the applications welcome

32. 32 SMS Texting Now texting customers: –Where a fault has occurred we send them an apology and the Estimated Restoration Time (ERT) –Where there was a planned interruption that has been cancelled we can let them know in advance –Where a planned outage is likely to overrun its ERT we can apologise and let them know Need for support –Currently we have mobile numbers for approx 20% of our customers –Same effort required to send to all as to 20% –Sharing of numbers by Suppliers would be appreciated –Support for DR 1126

33. 33 Appointments Pilot Pilot underway in Waterford to narrow the time window for appointments Scheduling Centre phones the customer on the afternoon prior to the appointment to give narrower time slot Network Technician phones the customer on the day to give more precise time More mobile numbers would be useful

34. 34 Social Media Now monitoring social media traffic for Networks related issues e.g. Twitter; Facebook; Boards.ie About to become active in these media Welcome input on how we can best support suppliers in this space

35. 35 Ploughing 25 th to 27 th September Welcome to visit our stand, meet managers and staff and discuss any aspect of our business or service

36. 19 th September 2012Page 36 RMDS Update Retail Market Design Update Aileen O Connor, RMDS 19 th September 2012

37. Page 37 DR 1124 V1.0 - Sending of MM116N only where Customer Name is Different on MM010 and MM016 Discussion Request  MM 116N currently sent to New Supplier every time Old Supplier submits a MM016 for COLE, while a CoS is in progress.  New Supplier only needs to take action if the customer names are different.  New Supplier will investigate and probably cancel the CoS.  If names are the same, no action is required by the New Supplier and CoS can proceed.  For Classification as Jurisdictional Specific at today’s HWG meeting At Today’s IGG Meeting:  Approval requested. Change is required in both jurisdictions.

38. 19 th September 2012Page 38 DR 1130 V1.0 – Introduction of Essential Plant into the Market Design Discussion Request  DR raised to present Working Practice 0022,which details the procedure for the De-Energisation of Essential Plant Sites.  For classification as ROI Specific at today’s HWG meeting At Today ’ s IGG Meeting:  Approval Requested

39. 19 th September 2012Page 39 DR 1111 – Automated Debt Flagging Solution  IGG 27/06 ESBN presented Options A (no SO Delay) & B (SO Delay) - new MMs  IGG 08/08 ESBN presented Option C - Objection Messages and including SO Delay  Feedback from Suppliers sought and responses indicated:  Preference for option to include SO delay  Majority preference for Option C  Update 14/09  The CER is not minded to propose a shift in the planned and agreed release window  CER is to review the debt flagging process in Q4 2012 and could consider changes to the process, including the delay period  CER preference for Option A  Supplier feedback requested  Schema Changes for inclusion in June 2013 Release need to be approved by HSG next meeting 03/10  Final Decision required:  Option A for implementation June 2013 or  Continuation of Manual Debt Flagging Process

40. 19 th September 2012Page 40 www.rmdservice.com www.rmdservice.com Website Enhancements The following enhancements to our website will go live this month following feedback from our 2011 Customer Satisfaction Survey including changes to:-  Online Discussion Request  Change Control Section  Introduction of a new Documentation page for a one stop shop for links to all the documentation on our website.  Search help tips for better searching  More detailed update of all changes will be presented at next IGG

41. 19 th September 2012Page 41 LTCA Working Group  2 nd Working Group Meeting held 13/09/12  ESBN presented results from analysis undertaken to quantify LTCA by error type  Draft WG Report to issue shortly  Action for ESBN to provide Suppliers with MPRN by error type to analyse impact.  Suppliers to advise RMDS when Action complete to set date for next WG Meeting

42. 19 th September 2012Page 42 IGG Meeting AOB

43. 19 th September 2012Page 43 Next Steps  Diary dates for next two IGG meetings:  Wednesday 31st October 2012 – Belfast  Wednesday 5 th December 2012 - Dublin Dates included on Calendar of Events on RMDS website www.rmdservice.comwww.rmdservice.com

44. 19 th September 2012Page 44 Next Steps  Diary Dates for next two Conference Calls:  Thursday 11 th October 2012  Thursday 22nd November 2012 Dates included on Calendar of Events on RMDS website www.rmdservice.comwww.rmdservice.com  Call details are as follows:  LoCall: 0818 301 111 Local Access: +353-(0)1- 664 8888  Guest Passcode (Pin):167172

45. 19 th September 2012Page 45 Thank You