Ofgem Update: Bi-lateral meetings Key Themes Emerging

1. Ofgem Update: Bi-lateral meetings Key Themes Emerging Date 13 Nov 07

2. Bilateral Meetings – Progress to Date • Throughout October / November, Ofgem met with all DNOs to discuss: • CIC Review Best Practice Principles – progress to date • General discussion about CIC • All meetings were constructive and informative - Good progress being made by DNOs – CIC review proposals are having a positive impact !!

3. Unmetered SLA • DNOs focussed on improving SLA performance • DNOs keen to understand the ‘end game’ (SLA KPI decisions) • Liaison meetings in place with LAs, concern that some LAs not willing /unable to engage • Concern that it may not be possible in all cases to agree performance data before submission to Ofgem

4. Continued…. • Some DNOs expressed concerns over reporting on non participating LA figures: • how will this data be used? • will it distort SLA performance? • Is it appropriate to review the SLA document? Refresh? Update?

5. Tri – partite arrangements • Increased interest in triangular UMS agreements • DNOs are sharing experiences, discussing how to make tri-partite arrangements work: • Process involved – from initial discussions to commencement • Extent of contractual arrangements required

6. Good practice - availability of information • DNOs websites are used effectively to provide information needed by customers i.e. application forms, information packs • Leaflets and booklets providing information of DNOs statutory responsibilities/CIC overview. • Customer feedback is a popular tool to find areas of improvement • Telephone surveys These are monitored by i.e. ranking scheme, customer • Paper survey (post) recommendation • Surveys by third party • DNOs who do not have customer survey feedback implemented will be considering this method in the near future.

7. Complaints procedure • DNOs are working towards an efficient escalation route for complaints – progress across DNOs is varied • Some DNOs have no formal dispute resolution procedure but focus is on giving ownership of work projects to individual engineers based on areas. • These can be processed on-line with further information on Codes of practice available on the website or in paper format i.e. booklet

8. SLC 4F • DNOs focussed on achieving performance targets • Too early to assess impact • Implementation has resulted in training/briefing across all DNOs • HV targets considered to be: • ‘Unrealistic’ • ‘Challenging’

9. Examples of best ‘good practice’ • Site developer packs – detailing: • contact details • health and Safety information • s/s schematics / technical information • Questionnaire to all connection customers • feedback used to improve processes, track areas of improvement • Simple plain English leaflets to connection customers – detailing: • obligations on DNO / customer • overview of Competition in Connections - choices for customers

10. Single contact points Key Account managers to be put in place Dispute resolution – escalation procedures built in Use of technology to effectively monitor timescales Customer surveys for repeat customers Future initiatives Improving website for easy navigation Applications to be revised to cater for all required information at first point of enquiry Reviewing customer access use of internet Developers provided with information packs