xoserve Update

1
xoserve Update
2
IAD Enhancements
3
Single User Log On

• Objective is to improve IAD security
• Issues and implications
• Consider implications of local (to user) network
  failure
• Web browser discrepancies
• Previous meeting two actions
• Customers to feedback on time out option no
  replies
• xoserve to explore forced log out option
• Next slides outline forced log out option

4
Single User Log On Forced Logout

• This solution allows a secondary session to
  force the primary session to close, in
  instances of
• Network Failure
• Unclean logout
• This solution will be developed in the
  Application Code and will be a universal solution
  regardless of which type or version of web
  browser is used to access the IAD Service
• Introduction of a Logout button
• PFD on the next slide will explain the principle
  of this functionality

5
Single User Log on Restriction

• Start Primary session logged into the IAD
  Service

Secondary session opened
Primary Session already in use?
Display Message to Secondary Session being
opened In clicking OK you are confirming that
you are the legitimate user of this account and
that the previous session opened will be
terminated to allow you access to this
service. If you are not the legitimate owner of
this account, please click on the CANCEL
option/link to be navigated back to the IAD
service log in screen.
Secondary Session clicked on Cancel
Secondary Session clicked on OK

• Logoff Primary Session
• Alert This session has been logged out of the
  IAD Service by a Secondary session being opened.
  Please click on the OK button to be navigated
  back to the IAD service log in screen appears
  for Primary session when a transaction is
  attempted to be executed.
• Re-directs to IAD Login screen once he clicks on
  OK
• Login Secondary session (Logged in and becomes
  the Primary session)
• Capture Secondary session login time.
• Re-direct Secondary session to Access to Data
  screen.

Re-direct to IAD Login screen.
Please note that once the Secondary session will
become the Primary session once the original
Primary session has been logged out.
6
Single User Log on - Screen Prints
7
Single User Log on - Screen Prints
8
Single User Log on - Screen Prints
9
Single User Log on - Screen Prints
10
Self Service User Password Reset Functionality

• This was rejected at last meeting
• Why back on the agenda?
• Potential to reduce help desk costs
• Overcome issues around password resets
• Less User downtime waiting for resets
• Improved security
• Customer issues?
• Not as easy to pass current accounts on to new
  starters under this regime
• However, LSOs can request resetting of password
  and security questions for new starters
• Security questions

11
Self Service User Password Reset Questions

• Which three of the highlighted questions do you
  want?
• Mothers maiden name?
• Birth month?
• Place of birth?
• First school attended?
• Last school attended?
• Shoe size?
• Fathers first name?
• Mothers first name?
• What is your favourite hobby?
• Or do you just want an open numeric and text box
  to put in what you want?

12
Proposed Next Steps

• xoserve to start developing changes to the IAD
  Service
• Target date for implementation of IAD Service
  changes during this October 2008

13
Operational Update
14
Telephone Service Line
15
IAD Service Line
16
Email Report Service Line
17
Portfolio Reports
Performance standard
Reports sent in the month (forecast 80)
110
June
104
May
1 report x 11 sent late
83
April
18
AQ Enquiries
19
IAD Account Transaction Volumes

• Larger than anticipated volumes has led to
  unsatisfactory performance
• Unacceptable response times
• Inconsistent resolution

• 875 resets still outstanding
• Escalated with service provider
• Focus on rectification this week

20
ACS Review
21
ACS Revision

• Asked to review ACS by Ofgem
• Ensure services continue to be cost reflective
• Reviewing costs, demand and projected forecast
  for rest of this financial year
• Intention is to append the ACS with a report
  which will include points raised by Ofgem
  including
• Demand for services
• Cost reflectivity
• Methodology
• Treatment of any over recovery

22
ACS Revision Timeline

• Work underway by xoserve
• Written to customers asking for revised forecasts

July
August
September
1st Oct
xoserve review
Network and Customers consultation on ACS
appendix and any proposed price changes
Ofgem consultation period