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Industry Shipperless Industry Shipperless &Unregistered Working Group&Unregistered Working Group

Thursday 7Thursday 7thth January 10.30am January 10.30amat xoserveat xoserve

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Agenda

Introduction: (15 minutes) (Alison Jennings & Mark Woodward)

> Previous minutes (MW)

> Terms of Reference for group to agree (AJ)

Statistical Information: (15 minutes) (Mark Woodward)

> Overall industry position with unregistered and shipperless meter points

> Category industry breakdowns

> Shipper Responses

> Age Analysis

Process Updates: (1 hour) (Mark Woodward & David Watson)

> Over view of Review Group 245 (DW)

> Strawman of unregistered process from RG 245 (DW)

> MOD517 (MW)

> Code 12 (MW)

Route Cause: (1 hour)

> How do we tackle root cause?

> Root cause topics identified so far

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Statistical Information

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Overall Industry unregistered and Shipperless Sites meter points

Unregistered Sites May-09 Jul-09 Sep-09 Nov-09 Trend Description

Shipper Activity 11,527 369 643 578

These reports are sent out shipper specific and include sites where shippers have provided an activity which suggests intention to confirm i.e., Confirmation rejection, Meter asset update to the C&D store, Conquest raised to create the M Number, End User. They are for created sites > 12 months

Orphaned

TOTAL

133 12,227 14,622

15,672This report is sent out to the whole industry either following a shippers response to the

shipper activity report, that they have no further interest in the M Number or that no response is received within the period of production of the next Bi monthly report. They also include sites where a service has been completed and in some instances a meter

already installed. They are for created sites > 12 months

With Meter

5,118

Shipperless Sites - Shipper 0 608 667 658

These contain sites which have previously been confirmed and withdrawn with meter removed. Information provided suggests either the existing meter still on site or a new meter has been fitted e.g. Gas Safety Regulations (GSR)

Shipperless Sites - Industry 1,998 2,021 2,294 2,254

No Activity 25,844 27,323 28,275 23,771These contain meter points created on UK Link where no shipper activity has been recorded and that remain unconfirmed. They are for created sites > 12 months

Legitimately Unregistered

6,282 6,193 5,987 6,572

These contain sites which can represent one of the following reasons: Vacant sitesNo Gas meter but live serviceService still in planning stage

Meter Point created less than 12 months

34,145 25,798 31,058 26,032These figures provide details of meter points that have a created date < than 12 months that remain unconfirmed - If not confirmed they will gradually feed into some of the above reports going out to industry

TOTAL 79,929 74,539 83,546 75,537Produced on a Bi-monthly basis

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Industry Breakdown

Shipper Activity

Total number of

MPRNSConquest requested C& D Updates

Confirmation Rejections Service Requests TOTAL

578 189 272 34 150 645

Orphaned age analysis & Meter fitted breakdown

Created Year Total % With meter %

1996 94 0.60% 89 1.74%

1997 67 0.43% 64 1.25%

1998 304 1.94% 262 5.12%

1999 88 0.56% 87 1.70%

2000 1,225 7.82% 145 2.83%

2001 975 6.22% 206 4.03%

2002 1,366 8.72% 303 5.92%

2003 2,847 18.17% 558 10.90%

2004 1,686 10.76% 551 10.77%

2005 1,083 6.91% 339 6.62%

2006 1,310 8.36% 523 10.22%

2007 2,295 14.64% 940 18.37%

2008 2,332 14.88% 1,051 20.54%

TOTAL 15,672 100.00% 5,118 100.00%

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Industry Breakdown (continued)

Origins of the Orphaned sites report

Number of shipper short codes Volume

Conquest Creation C&D Rejections

Confirmation Rejections

Service Requests Total %

17 UP TO 50 62 24 62 137 285 2.08%

7 51 - 250 133 90 27 408 658 4.79%

3 251-500 254 144 99 500 997 7.26%

4 500+ 1,284 1,088 526 8,895 11,793 85.87%

 31 Total 1,733 1,346 714 9,940 13,733 100%

Total number of individual meter points is 12,590The reason there are 13,733 in table is due to the meter point having more than 1 shipper activity reason

Shipperless sites – Shipper Report

Number of shipper short

codes Volume Number of sites %

12 < 5 sites 18 2.74%

10 5 - 10 sites 73 11.09%

3 11 to 20 sites 43 6.53%

4 > 21 sites 524 79.64%

 29 TOTAL 658 100.00%

NB: The above as been done with July 09’s data set

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Shipper Responses

Shipper responses to the unregistered reports

Shipper responses to the shipperless reports

UNREG Details May July September November

Shippers issued Reports 27 17 21 18

Volume 11,527 369 643 578

Number of shippers to respond 5 (18.5%) 2 (11.76%) 2 (9.52%) 2 (11.11%)

Volume of response 984 (8.53%) 27 (7.31%) 44 (6.84%) 15 (2.6%)

301 “YES” responses still to be confirmed

Shipperless Details (PTS Files) May July September November

Shippers issued Reports - 26 30 29

Volume - 608 667 658

Number of shippers to respond - 0 3 (10%) 2 (6.9%)

Volume of response - 0 10 (1.5%) 38 (5.78%)

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Age analysis of No ActivityMeter Point Created year Volume %

2000 11 0.05%

2001 21 0.09%

2002 295 1.24%

2003 735 3.09%

2004 987 4.15%

2005 1,401 5.89%

2006 3,083 12.97%

2007 8,648 36.38%

2008 8,590 36.14%

TOTAL 23,771 100.00%

Industry Breakdown (continued)

Number of UIP's Volume

Number of sites

17 < 500 sites 1,028

5 > 500 sites 22,743

TOTAL 23,771

No Activity – UIP allocation

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Age analysis of sites < 365 days from creation

Industry Breakdown (continued)

Date MPRN Created Volume %% of sites unregistered from

creation

Nov-08 917 3.52% 13.61%

Dec-08 1,228 4.72% 18.20%

Jan-09 891 3.42% 14.41%

Feb-09 1,080 4.15% 16.24%

Mar-09 1,533 5.89% 20.16%

Apr-09 1,496 5.75% 21.35%

May-09 1,387 5.33% 20.76%

Jun-09 2,059 7.91% 26.56%

Jul-09 2,357 9.05% 31.99%

Aug-09 2,469 9.48% 37.44%

Sep-09 4,164 16.00% 55.35%

Oct-09 6,451 24.78% 76.92%

  26,032 100.00%

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Analysis on unconfirmed >12 months created

July/August 08 created

TOTAL Volume = 2,646 (14% Unregistered from created date)

• Plots = 385• Flats = 529• Units = 334• Named/ Numbered properties = 1,398

Shipper Activity = 643 (24.3%)• Conquest = 162• C&D = 278• Confirmation Rejection = 60• Service Request = 215

Checked with 2 MAM’s = 120 with meters fitted (6%)

No Activity = 1,884 (71.2%)

3 UIP’s accounting for 81%

Shipper Activity = 578 (27%)• Conquest = 189• C&D = 272• Confirmation Rejection = 34• Service Request = 150

TOTAL Volume = 2,141 (16.7% Unregistered from created date)

• Plots = 326• Flats = 290• Units = 280• Named/ Numbered properties = 1,245

Checked with 2 MAM’s = 108 with meters fitted (7%)

September/October 08 created

No Activity = 1,455 (68%)

4 UIP’s accounting for 77%

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Process Updates

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MOD 517 Changes

Changes were made to the existing Mod 517 templates on 17th August 2009.

We wish to thank our customers for supporting the change to the MOD517 process. Evidence has confirmed that the information relating to the status of service is already benefiting the unregistered

process. Version 3 approved 17/08/2009

SECTION 1

Enter your MPRN in the box below

Select one option only and confirm your chosen

option with a "Y" in the yellow box.

A

B

C

Enter "Y" to confirm and provide details of multiple MPRN's on the additional tab 2.

SECTION 2

Enter "Y" to confirm the following statements are

true.

DECLARATION

SIGNED

JOB TITLE

DATE

This form should be sent , together with the warranty letter via e-mail to the following mailbox address: Projects.spa@xoserve.com

Please note this appendix MUST accompany the warranty letter. The purpose of this appendix is to confirm that the appropriate investigation has been carried out prior to the submission of a ‘No Physical Asset’ (MOD517) query to xoserve

Please complete all sections of this form:

No P hysica l Asset ( M OD 517 ) - Ap p en d ix to Warran ty Letter

There is NO meter and the service is LIVE

The following checks are required for valid MOD517 requests. Place an "Y" in each of the the box to confirm the following statements are true:

• Our checks have identified that there never has been a physical asset (meter) on site.

There is NO meter and the service is NOT LIVE

• The MPRN(s) is(are) currently Live

• The MPRN(s) is(are) currently in your shippers ownership

• Our checks have identified this(these) MPRN(s) is(are) not a duplicate (For duplicate scenario’s, a DUP query should be raised on ConQuest)

There is NO meter and the service is UNKNOWN

Please attach this form along with the warranty letter:

Option 1 : This is a single MOD 517 request for MPRN

There is NO meter and the service…(select from the options below)

For Option 1 please provide the following additional information.

I certify that the information and checks stated in this appendix have been completed:

Please attach a copy of this evidence with your request.

For Option 2 please submit the MPRN’s on the MOD517 submission template along with this form.

Option 2 : This is a multiple MOD 517 request.

Please note, if during our investigations we find any evidence of a physical asset currently or historically on the MPRN(s) in question, the request will be rejected. If you do have further evidence to support your application for a MOD517 to be processed, please state below:

Version 3 approved 17/08/2009This template should be used when submitting multiple MOD517 requestsPlease attach this form along with the Appendix and warranty letter:

MPRN No meter but a Live Service No meter and No Live ServiceNO meter, we do not know the

status of the service

eg> 9876543201 x123456789

101112131415161718192021222324252627282930313233343536373839404142434445464748495051525354555657

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Code 12 Changes

Changes to the Code 12 M Number Creation process became effective from 5 thOctober 2009. As a result of these changes the code 12 requests have now been absorbed by the MNC contact code.

Please note that these query types are defined as follows:

MNC

An MPRN Creation Request (with or without a meter attached) for non tagged service

FOM (Fast Track)

An MPRN Creation Request (with or without a meter attached) for tagged Service

NB: There is no longer a concern over whether the service was pre or post 2002

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Route cause

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Volumes from creation that remain unregistered after 12 months:

May/June 08 = 3,200 (19% of total created)

July/August 08 = 2,141 (14%)

September/October 08 = 2,646 (16%)

Unconfirmed sites can fall into one of the following categories:

IGT’s Service never installed Service still in planning stage of installation

Service installed, but no intention yet, or ever, of having a meter installed

Service installed and meter in planning stage to be fitted

Service installed and Meter fitted

Outcome of Unregistered meter points

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Route Causes identified so far

Timescales from MPRN requested to service laid M Number Allocation process Services laid and no MPRN requests received MPRN Rejections

Job Cancellations

M Number & details provided to the requestor Correctly tagging services IGT/LPG Sites created MNC and Fast Track process Address Clarity Knowledge Communication

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UIP M Number Creation processS

erv

ice

Re

qu

est

er

xose

rve

Service planned & M

Number requested for creation on

UK Link

System validation checks

performed

Service cancelled

Service laid and tagged

Rejected

Reinvestigated

Request for Service

Util

ity I

nfr

ast

ruct

ure

pro

vid

er

(UIP

Start

Details provided of M Number created on

UK Link

Accepted

Details provided of M Number used for service

Meter point details on

UK Link set to EX

Information returned on cancelled service

Service Cancellation

System validation checks

performed

Reinvestigated

Rejected

Accepted

Batch of MPRN’s

requested

Finish

Start

Finish

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Data Labelling company allocating MPRN’s

UIP Controls around internal UIP have not registered with xoserve

Previous batch of MPRN’s not fully utilised

Specific MPRN’s not submitted prior to a service going in the ground

Job cancelled or deferred and xoserve not informed

Not registered UIP

Existing Services not set to DE by Networks

UIP’s have system constraints (i.e. IAD, PAF & Conquest)

UIP process controls (e.g. preliminary checks, MPRN allocation to jobs and validations)

Awareness of existing services

Non valid MPRN’s

MPRN requests are submitted prior to service in the ground

Rejections not re-submitted

Duplicate files submitted

Data Quality

Quotation accepted and job complete but no MPRN request submitted

UIP preliminary validation (Rejection Volumes 10%)

UIP knowledge of process

Critical information not provided (where applicable)

IGT’s

Xoserve Require full access to all Networks MAP’s systems

MPRN Information not passed onto Networks/Shippers from UIP’s

Existing Services not Set to DE & in some cases set to DE in error

Non tagging of Services or tagged incorrectly

No job to lay the service is completed

Duplicates

UIP Cancellation Reports (Shippers have already conformed)

Non submission of Cancellation Request

Timescales

Shippers not informed who proceed with confirmation which generates MOD517

Exceptions (MPRN has meter attached, MPRN at RQ & CO status, MPRN is at DE or EX status, MPRN is live with a Shipper and meter attached)

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Shipper M Number Creation processE

nd

Co

nsu

me

rxo

serv

e

2. M Number requested for creation on UK Link via

FOM or MNC

3. System validation checks

performed

6. MPRN provided to MAM meter

work planned

Rejected

4. Reinvestigated

by Shipper

1. Meter installation required

Sh

ipp

er 5. Details

provided of M Number created on

UK Link

Accepted

7. M Number details

provided date meter

work planned

FinishStart

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Duplicates (MNC, FOM and Fast Tracks) MOD517’s Knowledge of MNC & FOM process UIP’s not submitting original request Rejection Prevention (Current Average 12%) Communication Data Quality Systems (Individuals not having the full range of “user pays” systems/ services to complete their validations) IGT/ LPG’s Job Cancellations Tagging of Services Requests received for existing MPRN’s & addresses MPRN Failures (Does not generate) Previously submitted queries MPRN Failures (Does not generate) MPRN is not confirmed twelve months after creation No cancellations received Duplicates created as no ISO raised

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Discussion Points

Meter / No meter (service only) installation required What checks are carried out to identify if a meter exists? How is it established that there is a service in the ground? When a plot address is provided for the original creation are there triggers in place to re-investigate correct postal address once the MPRN is

confirmed? How do you determine if it is a IGT site? If the customer is unable to read the tag on the service do your staff contact the UIP? If it is a block of flats is a site visit made if you are unable to identify the tag is a site visit carried out?

M Number requested for creation on UK Link via FOM or MNC Are all queries submitted directly to Conquest? Can you explain how you differentiate an MNC from a FOM query? If an existing service is on site how are query rejections avoided? What measures do you have in place to prevent both a FOM & MNC query being submitted under the same address? What preliminary investigations/ checks do you carry out (for example: systems & services etc.) before a request is submitted? If an MPRN exists where for the property do you ascertain the MPRN from?

System validation checks performed Over the past twelve months the average rejection rate for Fast Track queries is 12.10% (6,714 rejected queries since Nov 2008) what could be

done by yourselves in order to help reduce this figure? What current validation measures do you have in place to prevent rejections? Do you have any ideas on how we could help reduce rejection rates further? The highest rejection reasons are AES (The requested MPRN already exists on UKLink for this site) or MAE (A different MPRN already exists on

UKLink for this site). The majority could be avoided by interrogating IAD or contacting Data Centre? Is their a culture within your company to avoid using the “user pays” services in order to reduce costs?

4. Re-investigated Are the staff involved with this process aware of the rejection reasons and how they are defined? If an MPRN/address has been identified on our systems what action is taken by your staff? What processes do you have in place to handle rejections? (i.e. is it picked up by the originator (If call centre staff in particular?) If existing service is identified as part of the validations is an ISO query raised?

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Discussion Points Shipper M Number Creations

5. Details of MPRN created on UK-Link How do shippers determine if an MPRN is created? How is the Supplier of the meter advised? If so, please explain how? Are details passed to Confirmation Team? If so, please explain how? Currently we receive no job cancellation requests from Shippers. Could it be explained as to why this does not happen

(e.g. is it dealt with through the UIP’s)? Is the UIP informed that a fast track has been submitted to avoid duplication? If no tag was present on the service and you are aware it was laid post 2002. Is the Connection company contacted to

tag the service correctly?

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Unregistered and Shipperless ProcessS

hip

pe

rxo

serv

e

Shipperless Report – Produced Bi-monthly. Consists of: GSRs and TOGs

No Activity Report

Activity

No Activity

Shipper Activity Report.

Consists of:

Confirmation Rejections

Conquest MNo Requests

UK-Link Meter Update Rejection

Service Request

Unregistered Reports – Produced Bi-Monthly. Contains MPRs that have not been confirmed 12 Months after their

created date

Meter Point set to EX

Orphaned Report

Service Not Yet

Completed

Service Cancelled

Contact UIP,

Network or MAM to verify

service laid and possible meter fitted

Service Installed

Legitimately Unregistered. Consists of:

Vacant Sites

No Gas

MOD517

Service Still in Planning

Issued To All

Shippers

Issued To Specific Shippers

Confirmation

No Confirmation Within 2 Months

sta

rtsta

rt

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Fast Track Analysis

We compiled a report listing all Fast Track Queries received over a 2 month period. We carried out some analysis with the aim of identifying why these were not raised via the UIP route. Our Findings were as follows:

VolumePercentageUIP Creation rejected and not returned 93 21.7%

UIP Creation never raised 270 63%

UIP Creation received around the same time 49 11.8%

Address or quality issue 15 3.5%