Issue Management Dashboard for Customer Concerns Analysis

Customer Issue Management Dashboard CoMC 15thApril 2020 Version 1.0 2ndApril 2020

Summary Dashboard March 2020 Open Customer Issues* Amendment Invoice Open Defects* Jan Feb Jan Feb 13 14 9 11 AQ Related Open Defects* Open Defects* (all) Jan Feb Jan Feb 43 55 13 15 UKLink Availability Incidents Raised Customer Impacting P1 s Jan Feb Jan Feb 0 0 9 2 Gemini Related Incidents Raised Customer Impacting P2 s Jan Feb Jan Feb 12 5 2 1 * Volume as at 2rd April 2020

Customer Issue Summary (as at 2nd April 2020) Expected Resolution Date Impact to Customers Processes Materiality Impact to Customers Impacted Customers Date Detected Status for Resolution Issue Customer Impact Complexity Resolution Plan 1. Reconciliation charges excluded from the invoice where MPRNs are impacted by a defect 2. Potential incorrect reconciliation charges for un-detected defects 3. Customers unable to validate the invoice due to mismatches on the supporting information files. 4. Offline correction files required in order for customers to validate their invoices 5. Cash flow for Distribution Networks 1. Unpredictable UIG gas nominations & gas allocations. 2. Levels & volatility with UIG between D-5 of the gas day to GFD+5 and beyond D+5 close-out in extended reconciliation periods which create the need for Shippers to account for UIG until eventually reconciled Amber due to the number of exceptions that remain unresolved. Shippers & DNs Amendment Invoice Jul-17 Jun-20 High High High Amber See slides under agenda item 6.3.2 Agreed to close issue at 18th March 2020 CoMC Unpredictable & volatile UIG values Shippers Jun-17 Mar-20 High High High Closed 1. AQ's calculated incorrectly due to various data issues relating to specific scenarios. 2. Where FYAQ is affected this will impact transportation rates applied 3. For Class 3 and 4 meter points the gas allocations will be incorrect which also affects UIG for the industry Amber due to unresolved defects. Taskforce set up to resolve issues affecting AQ. See slides under agenda item 6.3.4 Incorrect AQ values due to system defects Shippers & DNs Sep-18 Jun-20 High High High Amber Risk to Xoserve systems and industry processes as a result of the increase in the number of supply meter points switching to Class 3 1. Risk to Class 3 site migration 2. Risk to IX network 3. Risk to Meter read processing 4. Risk to Amendment invoice calculation and production All Customers Jul-19 On-going High Medium Medium Amber See slides under agenda item 6.3.3 1. Resource within customer organisations are unable to complete tasks/activities 2. Risk to energy balancing processes (Gemini) 3. Risk to system security (Gemini) 4. Customer reputational risk 5. Financial impacts 1. Unresolved queries 2. Incomplete, incorrect or no response to queries raised 3. Having to chase or escalate to get a response 1. Impacts to AQ during lock-down 2. Potential impact to over/under allocations and UIG 3. Impacts to capacity rates where AQs rise above 732,000 kWh for Class 1 & 2 sites 4. Impacts following 'back to normal' consumption on AQ and associated processes Monitoring to continue until stable System availability & performance All Customers Dec-19 High High High Amber See slides under agenda item 6.2 Monitoring to continue until stable Response to customer queries (not via CMS) All Customers Dec-19 High High Medium Amber See next slide for update on progress Dee agenda item 2.2. Discussed at March Distribution workgroup and specific meeting set up to discuss on 14th April 2020: https://www.gasgovernance.co.uk/index. php/dist/140420 High High Amber COVID-19 impacts All Customers Mar-20 TBC High

Customer Queries Update War room sessions in January set up, attended by various departments within Xoserve to achieve 2 objectives by March Reduce overall system incident and process query ticketing volumes by 25% - ACHIEVED Reduce the average resolution times for customer process queries by 25% - ACHIEVED Work was then undertaken by our Business Optimisation Team (BOT) to identify contact types, volumes and routes into the business over a 3 week period. These are contacts not already captured in our centralised ticketing tool. The data collected by BOT was used in a 6 week tactical, agile sprint between Feb and March. The outcome of this sprint was to introduce the majority of this contact into our centralised ticketing tool in order to; Drive better customer service Gain greater control and visibility of the number of customer contacts Identify common query types Ensure contacts are routed to the correct teams quickly Produce quality MI to track and manage outstanding contacts Ensure SLA compliant A further strategic sprint is currently underway to understand how we can Minimise customer effort Deliver quality and drive up our right first time responses Reduce cycle times Deliver a slick, consistent and intuitive experience for our customers Improve MI Treat our customers as individuals Increase self serve capability for our customers

Customer Issue Register The Customer Issue Register is published on Xoserve.com website and updated weekly, link below; https://www.xoserve.com/services/issue-management/ AQ Issue Register published on Xoserve.com https://www.xoserve.com/services/issue-management/annual-quantity-aq/ Unexpected outages, Gemini allocation, UIG issues or any system performance issues will be published on Xoserve.com, under the below link; https://www.xoserve.com/notifications/