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User Pays Contract and Governance Update

Today's agenda includes updates on contract and governance issues, operational updates, demand, invoicing, outages, charging mechanism, SPAA, and next steps. Our objective is to work with you to incorporate change mechanism, develop effective User Pays governance, and facilitate industry-wide collaboration. Join us for a customer-focused, constructive, and collaborative discussion.

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User Pays Contract and Governance Update

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Presentation Transcript

  1. User Pays User Group Wednesday 30th April 2008

  2. Today’s Agenda • Introduction Helen Barratt • Contract and Governance – The Way Forward Andy Miller • Operational Update Vicky Palmer • Demand • Invoicing • IAD • Outages Dave Ackers • Charging mechanism Andy Miller • AOB • SPAA Andy Miller • Summary and next steps Helen Barratt

  3. Objectives • Work with you to incorporate change mechanism within the contract • Develop effective User Pays governance • Listen to you and respond constructively • Seek ongoing open dialogue and feedback • Facilitate the development of User Pays in the best interest of the industry as a whole Customer Focused Constructive Open Collaborative

  4. Current Position • Agency Charging Statement, Licence changes and Modification approved • Service requests received from all customers • Smooth transition from an operational perspective • A number of parties have signed the contract • Addressing the actions outlined in Ofgem’s ACS approval letter • Contract and governance issues still to be resolved

  5. Proposed approach to contractual change and governance

  6. Proposed approach • Acknowledge your feedback on key areas • Customers must have a voice when it comes to contractual changes • User Pays non-code services must have some form of governance • Approach • Take forward and resolve as an industry • Propose User Pays User Group as governance body for non-code services • Develop User Pays User Group Terms of Reference • Develop contractual change • However, these may be developed independently

  7. A Potential Way Forward - Governance • Governance proposal for non-code services • User Pays User Group • Terms of Reference – requires your input in development • Membership • Secretary • Quorum • Frequency of meetings • Notice of meetings • Minutes of meetings • Reports • Duties • Other Views on ToR

  8. A Potential Way Forward – Change • Contracting proposal • Customers and xoserve must agree on contractual change for the change to happen • xoserve has one vote and the customers collectively have one vote • Escalation route requirements • Customers to decide how they wish to reach a consensus for their one vote • Mechanism for handling legislative and regulatory change • To be reflected in the contract Thoughts?

  9. User Pays Contractual Framework User Pays User Group Customer xoserve How might this work? Contract Change Governance Change One Vote One Vote

  10. Contract Refinements Register

  11. Refinements Register • Many and varied comments have been received on the current contract • Where possible these have been addressed with the individual parties • Some comments are likely to result in a change to the contract • See examples at the back of the pack • These will be progressed and incorporated into revised contract when agreed

  12. Draft Time Table

  13. High Level Time Line

  14. Operational Update

  15. Current demand for services • IAD demand is lower than previously indicated • Demand is still changing • Intention is to review cost recovery position in July/August

  16. Operational Update General Overview • Operational service provision continues as is • Operational governance arrangements in place • Some teething issues have led to some customer frustration • However, appropriate controls over provision of User Pays services are working

  17. Operational Update • IAD Service • Created circa 700 new accounts – all processed within SLA • No system performance issues • Telephone Service • On target for handling 30,500 calls. SLA for answering being achieved • Power cut interrupted service for 30 mins on 23rd April • Email Reporting Service • Processed 110 requests – all returned to Requestor within SLAs • M No DVD • The July edition will be first to be provided under User Pays • Portfolio Reports • All timetabled reports have been sent on due dates

  18. Invoicing

  19. Invoicing • Contract Managers will be provided with an e-mailed scanned invoice as well as a paper copy • Non-code services chargeable from 1st April, code chargeable from 9th April (when Mod was approved) • If customers wish additional details can be provided for IAD for an interim period, e.g. number of account creations and deletions • Propose to review this after three months • Please contact me after the meeting or e-mail xoserve.userpays@xoserve.com if you’d like to receive this additional information

  20. IAD outages

  21. IAD planned outages • Outage planned for 17th/18th May • Addresses system security issues regarding concurrent account usage • In addition DN interruption functionality being implemented • Outage planned for 21st/22nd June • Addresses password security and reset issues • Customer password reset • Day 1 and 28 days reset • In addition functionality to monitor transactional usage being implemented

  22. IAD charging mechanism

  23. IAD charging mechanism • Currently IAD is charged by an account basis • Accounts are for a specific shipper short code • Current basis of charging is the most cost reflective given current system configuration • Some customers have asked for a review of potential alternative charging approaches • Alternatives are likely to lead to price changes for all customers therefore need to have customer consensus to review

  24. IAD charging mechanism – potential alternatives • Alternatives • By an account that accesses all of a company’s shipper short code • On a transactional basis • Proposed review to include • Identification of alternatives • Impact on system and processes • Cost of change • Timescales • Price impact for customers • Consensus to proceed? Discuss

  25. AOB

  26. SPAA/User Pays • There are differences between SLAs • Feedback from some customers is a desire to have them more aligned • Happy to explore options and implications with customers • How is the best way to take this forward? • Any change will have to be go through the agreed governance process for User Pays Thoughts?

  27. Summary and next steps

  28. Objectives • Work with you to incorporate change mechanism within the contract • Develop effective User Pays governance • Listen to you and respond constructively • Seek ongoing open dialogue and feedback • Facilitate the development of User Pays in the best interest of the industry as a whole Customer Focused Constructive Open Collaborative

  29. Contract Refinements Register

  30. Contract areas requiring review

  31. Contract areas requiring review

  32. Contract areas requiring review

  33. Contract areas requiring review

  34. Contract areas requiring review

  35. Contract areas requiring review

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