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ElectraLink CustomerSurvey

SPAA Presentation

25th November 2009

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Research Method

Quantitative Qualitative

Combined Approach

71 x CATI Telephone Interviews:

27 SPAA

44 DCUSA

6 x 45 Minute Face-to-face Depth Interviews:

3 SPAA

3 DCUSA

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Governance Services - Key Headlines (1/2)

• Overall, SPAA users continue to be extremely positive about the service provided by ElectraLink. This is built on two key areas of strength:

– Effective management of Finance, auditing & other managerial roles

– The efficient, professional & prompt service delivered

• With a score of 8.3 out of 10. Comparisons with other organisations remain favourable (Elexon, on 7.3, is the closest).

• This Overall rating has increased slightly through improved perceptions of clear communication & being easy to deal with.

• Value for money perceptions show no change, remaining very positive.

QualitativeQuantitative +

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Governance Services – Key Headlines (2/2)

• The average taken across 26 different service ratings reveals no change overall, but this conceals some encouraging improvements in certain areas:

– All 5 Helpdesk ratings improved – particularly helpfulness, consistent service & consistent info & advice.

– The only notable (but slight) decline being for the Management of the Year End Audit Process & AGM.

• Most find it hard to suggest any improvements, but those that do mostly focus on the website. This research was done at the time of the old website with the chief criticism being ease of use.

• There was a general sense that ElectraLink delivers its core role extremely well, but that more proactive involvement at industry level would be welcomed; come forward with ideas to make the industry work more efficiently/ effectively.

QualitativeQuantitative +

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Rating Versus Other OrganisationsSummary

Governance Services

Mean ChangeScore vs 2008

ElectraLink 8.32 +0.22

GEMSERV / MRASCO 6.76 -0.13

ELEXON 7.33 +0.63

*JOINT GAS OFFICE 7.13 +0.30

OFGEM 5.80 -0.01

xoserve 5.79 +0.24

Gas Forum 6.25 N/A

iGT UNC 6.50 N/A

Base: All Who Use Each Company (Various) * Asked of OFGAS in 2007

Overall SatisfactionMean Score out of 10

Quantitative

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Satisfaction With ElectraLink ServiceSummary

GovernanceServices

Mean Change Score vs 2008

Overall Rating 8.32 +0.22

Overall Professionalism 8.59 +0.13

Being Responsive 8.17 +0.16

Being Easy To Deal With 8.58 +0.17

Being Highly Efficient 8.08 +0.17

Communicating Clearly 8.11 +0.24

*Understanding The Service

Support Requirements Of… 7.79 +0.10

Base: Total Sample (71)

* Wording changed in 2009

Mean Score out of 10

Quantitative

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2009 Change 2009 Change

% Score 8 - 10 vs. 2008 Mean Score vs. 2008

0 8.19 +0.07

+3 8.44 -0.09

+6 8.22 +0.07

+9 8.67 +0.14

-1 8.04 -0.05

+2 8.07 +0.01

-18 7.37 -0.37

Base: Total SPAA Sample (27)

* Wording changed from ‘Understanding The Business Needs Of …’ in 2009

Satisfaction With ElectraLink ServiceSPAA Sample

Overall Rating

Overall Professionalism

Being Responsive

Being Easy To Deal With

Being Highly Efficient

Communicating Clearly

*Understanding The Service Support Requirements Of ….

1 = Not at all satisfied10 = Extremely Satisfied

Quantitative

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Summary Versus Previous YearsComparisons are made only across those ratings present in all years shown:

Average No Of Ratings Year Base (Mean Score) Compared

Governance 2008 68 4.30 26Services 2009 71 4.33 26Survey

The above is like for like comparison on statements scored as follows:

Rating Score

Very Good 5Good 4Adequate 3Poor 2Very Poor 1

Those with no experience or not using services / features rated are excluded from the mean scores.

Quantitative

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Average Rating Of Main Service AreasGovernance Services Sample

No. of Mean ChangeService Attributes Score Attributes Since

Area Rated 2009 Compared* 2008*

All Ratings 27 4.35 26 +0.03

Finance & Auditing 7 4.61 6 -0.08

Management Of ….. 9 4.27 9 +0.09

Helpdesk For SPAA/DCUSA 5 4.51 5 +0.22

SPAA/DCUSA Website 6 4.03 6 -0.08

Base: All rating each attribute* Change compared only on ratings in both 2008 and 2009

Quantitative

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Up Down

Overall helpfulness (of the DCUSA/ *How well ElectraLink manage the -0.26

SPAA Helpdesk) +0.32 year end audit process and AGM

Receiving a consistent level of +0.32service regardless how get in touch

Getting consistent info & advice regardless how get in touch +0.28

Quality of monthly Service Performance reporting +0.24

ElectraLink’s efficiency in operating the annual voting system +0.22

Provision of meeting facilities +0.22

*Caution: Low Base Size, Active Board members only (11)NB: All other changes were less than +/- 0.20

Governance ServicesKey Service Changes Since 2008

Change in mean score since 2008

Quantitative

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Up Down

Quality of monthly Service +0.41 The management of user access -0.34Performance reporting privileges (Website)

Provision of meeting facilities +0.34 Ease of use (Website) -0.24

ElectraLink’s efficiency in +0.24operating the annual voting system

NB: All other changes were less than +/- 0.20

SPAA - Key Service Changes Since 2008

Change in mean score since 2008

Quantitative

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SPAA: Website

• SPAA criticised for difficult to find some things e.g. meeting papers – not intuitive

“I find things difficult to find on the SPAA website ... it may be logical to others . .... meetings minutes, agendas, and industry discussion of issues. ... (maybe) because I’m not used to it ... use once or twice a month. ... e.g. previous minutes for a SPAA meeting – clicked on SPAA meeting header –

it just gave dates for meetings, nothing else. The papers were there, I found them eventually. ... I don't; care what it looks like, but I would like to

find things more easily.”

“a bit clumsy, not very

engaging, a bit tricky unless

you knew where you

were going.”

Qualitative

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Governance Services: Perceived Improvement Over Past 12 Months

Improved Got Worse(A little/ A lot) (A little/ A lot)

ElectraLink Service

Value For Money

Main reason given for perceived improvement in ElectraLink Service:

Staff 30%

Quicker 20%

Website 20%

Base: All saying services improved (10)

Quantitative

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What Would Most Like ElectraLink To Improve OnGovernance Services Sample

41

24

4

3

3

No Improvements Necessary / Just Stay The SameImprove Website / Non-User Friendly

Base: Total SPAA/ DCUSA Sample (71)

There is nothing to improve on. The service has been first class

Increase their knowledge of other industry work processes and governance in order to develop and maintain and enhance SPAA processes.

I know they are changing the website, but I feel that it shouldn’t be necessary to have a username and password all the time. The website is very difficult to navigate and there is little to explain as you go into areas, what they are. The content is also not particularly well designed.

Quality and timeliness of issuing papers and documentation could be improved.

Improve Documentation

Increase Knowledge

More Named Contacts

We want more alternative contacts in case our named contact is not around.

Quantitative

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Governance Services: some want ElectraLink to be more proactive

• Most respondents were happy with its level of involvement with the industry, and proactivity, a couple less so

• Proactivity: they want ElectraLink to be proactive in coming forward with ideas that make the industry work more efficiently / effectively

• There is a lot of valuable expertise and knowledge within ElectraLink, that could & should be brought to bear on big industry issues

• One respondent strongly felt that ElectraLink's service is delivered in a rather unengaged way - he wanted ElectraLink to be more dynamic and proactive. He was a more senior manager than some we spoke to, looking strategically at his business & ElectraLink & similar bodies

• He wanted ElectraLink to bring its expertise and knowledge to bear in the wider arena

“ElectraLink should & are playing a part in the Code Review ... they have the experience in how it works”

“Anything ... any good idea that makes the industry work better should be put on the table. Would be interested to

hear what they have to say. Smart is the obvious one where they have an expertise”

“Smart metering – (ElectraLink needs to be

involved now, don’t miss the boat”

Qualitative

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SPAA: Suggested Improvements

➨ A heads up for new / smaller players on the big industry issues, to alert them to potential impacts and issues – perhaps in a newsletter?

“St Clements ... when the change proposals come out they do an impact on MPRS system ... they know something is going to have to change .. that kind of thing would be helpful ... And things that are being discussed in the industry, like the offshore system. Very high level – offshore transmission, how is it going to affect your company ... I know xxxx’s got a lot of

knowledge .. Bullet point high level these are things you should be considering – especially for small companies, because we don’t have the breadth of knowledge of the big boys”

“The job is admin & change control, and they do that very well, can’t think of how it could be better”

Qualitative

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ElectraLink CustomerSurvey

SPAA Presentation

25th November 2009