Shipperless

1
Shipperless Unregistered Workgroup

• Wednesday 17th September 2014

2
Agenda

• Introduction
• Previous Actions
• Statistical Information Update on SU Reports
• Shipperless and Unregistered Sites Clearance
  Project Update
• GDNs Updates
• Ofgem Query Responsibility for a Meter at a
  Shipperless Site
• Discussion Points
• Withdrawn Sites with Live MPRNs with No Meter
  Attached
• Legitimately Unregistered
• Contacts for 424, 425 and 410a
• MNC MPRN Creation Process Changes - GDNs
• Multiple MPRN Creation Requests
• A.O.B.

3

• Previous Actions

4
Outstanding Actions
Outstanding actions from previous meetings
Ref. Date Raised Description Action Status
150 01/07/13 All Shippers to provide contact details for Networks to use to provide pre-notifications of GSR site visits or end user letters. Update 01/11/13 Some Shippers have provided contact details as requested but many are yet to respond. Update 29/01/14 Some Shippers are still yet to respond. Reminders will be issued via Xoserves Customer Engagement Team. Update 06/05/14 Some Shippers are still yet to respond. Reminders will be issued via Xoserves Customer Engagement Team. All Shippers Ongoing
158 29/01/14 Networks to consider the request from DW to engage with Shippers and to create MPRNs at their request. Update 06/05/14 NW requested an update on the data previously provided. Networks Ongoing
5
Outstanding Actions
Actions from meeting held on 06/05/14
Ref. Date Raised Description Action Status
161 06/05/14 CL (Eon) to provide examples of instances where an End User was told a site was Shipperless when in fact they were IGT Sites Update 22/05/14 CL provided an example for Xoserve to Investigate. CL (Eon) Closed
162 06/05/14 Xoserve to investigate what information was given on IGT Sites. Update 23/05/14 Xoserve investigated the issue by re-enacting the enquiry. This was done on 2 separate occasions, and the correct response was given. However, the management of the Call Centre was engaged and the correct line of information and advice in these circumstances was confirmed with him. Xoserve Closed
6

• Statistical Information

7
Statistical Information
Unregistered Sites Unregistered Sites Dec-13 Jan-14 Feb-Jul 2014 Description
Shipper Activity Shipper Activity 106 233 812 Shipper specific activity which suggests intention to confirm i.e., Confirmation rejection, Meter Asset update to the CD store, ConQuest and CMS contacts to create the MPRN.
Orphaned TOTAL 14,819 13,470 11,510 Following a response of no further interest, or where no response is received. They also include MPRN's where a service has been completed and in some instances a meter already installed.
Orphaned With Meter 5,903 6,128 5,128 Following a response of no further interest, or where no response is received. They also include MPRN's where a service has been completed and in some instances a meter already installed.
Shipperless Sites - Shipper (PTS) GSR 1,228 1,192 1,454 MPRN's which have previously been confirmed but the meter is now removed. Information provided (via DN) suggests that either the existing meter is still on site or a new meter has been fitted. GSS are identified when a YES is found in the Live Supply Point? column.
Shipperless Sites - Shipper (PTS) GSS 424 406 1,454 MPRN's which have previously been confirmed but the meter is now removed. Information provided (via DN) suggests that either the existing meter is still on site or a new meter has been fitted. GSS are identified when a YES is found in the Live Supply Point? column.
Shipperless Sites - Industry (SSP) Shipperless Sites - Industry (SSP) 4,891 4,891 4,271 MPRN's which have previously been confirmed but the meter is now removed. Information provided (via DN) suggests that either the existing meter is still on site or a new meter has been fitted. GSS are identified when a YES is found in the Live Supply Point? column.
No Activity No Activity 871 815 4,152 MPRN's created on UK Link where no shipper activity has ever been recorded and remain unconfirmed.
Legitimately Unregistered Legitimately Unregistered 38,290 38,759 35,570 MPRN's which represent Vacant sites / No Gas meter but live service / Service still in planning stage.
Meter Point created less than 12 months Meter Point created less than 12 months 33,916 32,040 39,487 Unconfirmed MPRN's with a creation date lt12 months. If not confirmed they will gradually feed into the above 'pots'.
TOTAL TOTAL 21,915 20,601 22,199 SU Database is still unavailable. These figures were created by other means.
8

• End User Letter Exercise Update

9
Introduction

• In response to Ofgems open letter to the Gas
  Distribution Networks regarding their concern
  over the existing population of Unregistered
  Sites, the GDNs produced a plan which aimed to
  reduce this population.
• In the plan narrative, the GDNs stated that in
  order to address the issue, a concerted effort by
  all industry participants was required.
• The plan set out a series of activities spanning
  12 months, starting in November 2013 and
  culminating in October 2014.

10
Actions Carried Out To Date

• In November 2013, Xoserve collated records of
  all Shipperless and Unregistered Sites that had
  been identified on the Sites and Meters Database.
  This dataset was ring-fenced to form the base
  data for the exercise.
• The dataset was categorised into the usual
  reporting pots that are issued to industry
  participants on a monthly basis.
• The pots were issued to Shippers, UIPs, and
  Networks with the request for each party to
  investigate the records within the dataset and to
  report their findings back to Xoserve by the end
  of December.

11
Actions Carried Out To Date

• A reminder was issued to Shippers and UIPs in
  mid December, and Xoserves Shipper Engagement
  team contacted Shippers on an individual basis to
  discuss the project and to urge them to reply.
• By the end of December 2013, 5 UIPs and 8
  Shippers had replied.
• We received subsequent replies after the
  deadline and we were able to include these in our
  analysis.

12
Actions Carried Out To Date

• In the meantime, Xoserve had engaged in an
  exercise to investigate possible data cleansing
  methods that could be used to clean the data
  before embarking on the End User Letter component
  of the GDN Plan which was scheduled to commence
  in February 2014.
• Xoserve explored different approaches to data
  cleansing.
• System Updates
• Plot Addresses
• Group Contracts
• Duplicates
• Large AQs
• Age Analysis

13
Proposed Xoserve Data Cleansing

• We found that data cleansing options available to
  Xoserve were time consuming and ineffective.
• Additional information available to Shippers and
  Networks made their activities more effective in
  comparison.
• Xoserve used available systems to remove sites
  that have been confirmed, and sites with a Meter
  Point Status of DE or EX.
• Xoserve removed all sites with plot addresses and
  endeavoured to find alternative postal addresses.
• Xoserve endeavoured to find duplicate MPRNs and
  remove them from the dataset. (This is only
  possible where a MSN is evident). Where a
  duplicate is established, the erroneous MPRN will
  be set to EX.

14
Ring-fenced Data Set
 Category  Category Number of Sites
Shipper Activity Shipper Activity 242
Orphaned TOTAL 15,034
Orphaned With Meter
Shipperless Sites - Shipper (PTS) GSR 1,573
Shipperless Sites - Shipper (PTS) GSS
Shipperless Sites - Industry (SSP) Shipperless Sites - Industry (SSP) 4,756
No Activity No Activity 1,459
Legitimately Unregistered Legitimately Unregistered
Meter Point created less than 12 months Meter Point created less than 12 months
Total Shipperless Sites Total Shipperless Sites 6,329
Total Unregistered Sites Total Unregistered Sites 16,735
TOTAL TOTAL 23,064
15
Lettering

• Xoserve made the necessary amendments to the base
  data to create the datasets for producing End
  User Letters.
• The feedback from Shippers, UIPs and GDNs, and
  data cleansing conducted by Xoserve was taken
  into consideration.
• Letters were sent to 17,108 Shipperless and
  Unregistered sites over a number of tranches
  which started in March and finished in July.
• Each site received a letter explaining that a gas
  supply was recorded on the central Sites and
  Meters Database but did not have a gas Supplier
  recorded for it. The end user was requested to
  provide Xoserve with information regarding the
  gas supply at their property.

16
Lettering

• If no response was received after two weeks, a
  second letter was issued.
• The information from the End User Letter
  responses was used to advise what action was
  required to resolve the Shipperless /
  Unregistered record.
• A number of records were passed to Shippers
  associated with the Suppliers named by the End
  Users.
• Any remaining records that were not resolved by
  Desk-top investigation or through the Lettering
  Process, were passed to the relevant GDN.

17
Lettering Results
  Number of Sites Lettered age
Total Starting Dataset 17108 100
Live Confirmations (LI, CO) 1406 8.2
EX (inc. To be set to EX) 1043 6.1
DE 392 2.3
Legitimately Unregistered (CA/CL et al) 235 1.4
Passed to Shipper 506 3
Passed to Network (inc. Possible Duplicates) 13760 80.4
Total Unresolved 14266 83.4
Total Resolved 2842 16.6
18
Shipperless Datasets
  SSP PTS Total
Starting Base Data 4756 1573 6329
Live Confirmations (LI, CO, RQ) 765 544 1309
EX 280 41 321
DE 304 71 375
Remaining 3407 917 4324
age Reduction 28.4 41.7 31.6
19
Unregistered Datasets
  Orphaned No Activity Shipper Activity Total
Starting Base Data 15034 1459 242 16735
Live Confirmations (LI, CO, RQ) 2239 358 58 2655
EX 1542 77 20 1639
DE 376 19 5 400
Remaining 10877 1005 159 12041
age Reduction 27.7 31.1 34.3 28.0
20
Shipperless and Unregistered Dataset
  Total
Starting Base Data 23064
Live Confirmations (LI, CO, RQ) 3964
EX 1960
DE 775
Legitimately Unregistered (CA/CL et al) 296
Remaining 16,069
Resolved 6,995
age Resolved 30
21
Next Steps

• Xoserve has provided datasets to all GDNs for
  them to continue investigations.
• GDNs to continue with investigations
• Xoserve has also provided datasets to relevant
  Shippers where an end user has indicated that
  they are supplied by a Supplier.
• Shippers to investigate and respond to Xoserve.

22
Lessons Learned

• As with any project, Xoserve encountered a few
  difficulties.
• As the new MUS (Manage Unregistered Sites)
  Contact procedure includes a lettering aspect, it
  was though prudent to examine what could be done
  better in the future.
• Xoserve conducted an internal Lessons Learned
  Workshop.
• It was thought appropriate to share some of the
  Lessons Learned.

23
Lessons Learned - Resourcing
Issue Lesson Learned
Xoserve underestimated the end-user response rate and therefore underestimated the resource required to field the responses. We will use this experience to influence our resourcing for possible future projects.
Xoserve was able to respond to unexpected requirements. Xoserves flexibility and the flexibility of our staff allowed resource to be allocated where needed.
Xoserve outsourced the production and delivery of the letters and subsequently control of the issue of letters was reduced. Xoserve would look to work with the printer in a different way in future projects.
24
Lessons Learned -Tools
Issue Lesson Learned
A round robin telephone system was set up to take calls, which was not very satisfactory. Future exercises like this should be dealt with through the telephone bureau.

25
Lessons Learned - Communications
Issue Lesson Learned
The Shipperless and Unregistered Site Workgroup meetings were the main arena for communication in the run up to the start of the project. Not all Shippers attend the Workgroup meetings. We will try to engage with more Shippers to attend the Workgroup.
Not all Shippers and DNs briefed their staff on the Project. As a result end users who contacted Shippers and Networks received incorrect advice. We will try to engage with more Shippers and Networks to advise them of future projects but information needs to be cascaded within the respective organisations.
Xoserve did not anticipate complaints from End Users and therefore did not have a complaints procedure in place. Xoserve did not anticipate complaints from End Users and therefore did not have a complaints procedure in place. We will use this experience to prepare for future projects.
Xoserve did not anticipate complaints from End Users and therefore did not have a complaints procedure in place. Xoserve did not anticipate complaints from End Users and therefore did not have a complaints procedure in place. Xoserves different departments (Operations, Legal, Communications) worked well to put a procedure in place quickly.
26

• GDN Updates

27

• Ofgem Query Responsibility for a Meter at a
  Shipperless Site

28
Responsibility for a Meter at a Shipperless Site

• Xoserve was recently contacted by Ofgem following
  an enquiry from an End User who was having
  difficulty getting the meter and service removed
  from their property.
• No specific details were given, Ofgem wanted to
  know areas of responsibility in these
  circumstances.
• Shipperless known previous supplier
• Shipperless no known previous supplier
• Can we have your comments on this situation?

29

• Discussion Points

30
Discussion Points

• Shipperless and Unregistered Sites have been
  partly addressed by the Shipperless and
  Unregistered Clearance Project, and will continue
  to be addressed by the Contact Codes to be
  introduced as a result of MOD410a and MOD424/425
  (MUS/GSR).
• There are a number of Shipperless and
  Unregistered Sites that have not been touched.
• Legitimately Unregistered
• Shipperless Sites with No Meter Attached
• Should these populations be the focus of the
  groups attention?

31

• Withdrawn Sites with Live MPRNs with No Meter
  Attached

32
Withdrawn Sites with Live MPRN and No Meter

• Current Population 392,144
• MPRN's which represent Isolated and Withdrawn
  Sites
• Usual route to the Shipperless Pot for Isolated
  and Withdrawn Sites is to go through the GSR
  Process. Only sites where a meter has been found
  connected during a GSR investigation will be
  included.
• Current Population of Shipperless Pot 5,725

33

• Legitimately Unregistered

34
Legitimately Unregistered

• Current Population 35,570
• MPRN's which represent Vacant sites / No Gas
  meter but live service / Service still in
  planning stage.
• This dataset is only updated by adding new
  records or when MPRNs currently in the dataset
  are set to DE/EX or Confirmed.
• We have no way of knowing if the data that
  determined the inclusion of a record into this
  dataset is still correct, i.e. has someone moved
  into the property and consuming.

35
Group Activity

• Split into two groups
• Discuss one of the topics.
• Root Causes
• How does this affect the Industry?
• How does this affect my organisation?
• Does the issue need to be addressed?
• What can be done to reduce the numbers?
• Feedback to the whole group.
• Formulate any necessary actions.

36

• Contacts for 424, 425 410a Processes

37
Contacts for 424, 425 and 410a Processes

• A request has been made that a list of Shipper
  and Network Contacts should be made available for
  use during the investigation and resolution of
  GSR and MUS Contacts.
• It is proposed that the Contact list that is
  being compiled for the SU Process should be used
  for this purpose.
• This list is still far from complete. We will be
  asking Xoserves Shipper Engagement Team to
  request contact details from each shipper.

38

• MNC MPRN Creation Process Changes
• GDN

39
MNC MPRN Creation Process Changes
40
When is an MNC not an MNC?.when its a FOM

• Dave Ackers

41
Background

• Meter Point Reference Number (the identity of the
  pipe) should originate at the time when the
  Meter Point is created.
• In the ideal world this would be when the
  service pipe is in the ground and when the
  address of the property is officially registered
  by the Royal Mail.
• Procedurally, all meter points are Tagged (since
  August 2002) and visible, providing the ability
  to determine its numeric identity and the UIP
• These are posted to Xoserve in the form of a FOM
  Contact
• MNCs should be rare

42
Background

• Between January to June 2014 we received 39,665
  FOMs .average 6,600 per month
• We have processed these within 4 6 hours of
  receiving them
• Between January to June 2014 we received 8,325
  MNCs .average 1,400 per month
• 1 in 17 MNCs are rejected around 1,000 each year
• We did a review of the MNC process as we noticed
  some MNC Contacts raised some doubts about their
  validity

43
FOMs MNCs Explained

• FOM
• The FOM acronym stands for FOund Meter -
  (Tagged Service)
• It is a request to create an MPRN for a Live
  Supply Point (with or without a meter serial
  number) where UK link has no live record. This
  applies to tagged services only.
• FOMs can be generated by Shippers or UIPs.
• MNC
• The MNC acronym stands for M Number Creation
  (non tagged service)
• A request for Xoserve to create an MPRN for a
  Live Supply Point where UK Link has no live
  record. These will not be tagged
• MNCs can be generated by Shippers or Networks

44
Sample Period / Results

• Analysis undertaken
• Conducted over a 6 months period January to June
  2014
• Analysis of FOMs received and MNCs received
• We did an address match comparison between the
  39.5k FOMs and the 8.5k MNCs
• Findings
• Out of 48k MPRN creations (both FOMs and MNCs) we
  readily noticed 97 (1 in 500) were duplicate
  records were created
• The various scenarios found are illustrated on
  the following slides
• There may be other duplicate records created if
  there were slight or noticeable variants in the
  address format (MNC address v. FOM address)

45
Addressing the problem

• The accuracy of the address and the timely
  provision of the approved address is one of the
  root causes
• Out of the 6k 7k FOMs received each month, 1k
  start their life as Plot Addresses
• Many of these dont get amended on UK-Link once
  the Royal Mail have given the premises an
  officially approved address.
• Twelve months ago there were 70k Plot Addresses
• We now have 40k Plot Address (worked with
  Shippers to obtain improved addresses and update
  UK-Link)
• Had we not had this drive to amend Plot to
  Postal, the number of poor addresses would have
  been around 100k

46
MNC raised before the FOM

• MPRN 9327198111 was requested as an MNC for 16,
  Flat 2/2 Anon Place which was the PAF valid
  address. It was processed through CMS and the
  MPRN was created.
• Days later, MPRN 9298453222 was requested as an
  FOM for 16, 2/2 Anon Place.
• As the addresses have a difference in the way the
  Flat is named, the system will create a second
  MPRN believing it is different.
• We identified 10 instances similar to this
  scenario where two different versions of the same
  address had been requested by a FOM and MNC.

47
Multi Service very unlikely

• Of the 97 duplicate records created there were 75
  that were attributed to a recently noticed
  practice of ticking the Multi Service box on
  the CMS screen or indicating Y in the Multi
  Service file.
• This ability to indicate Multi Service applies
  to both MNCs and FOMs.
• There were and addition 11 that didnt cause a
  duplicate but the User selected Multi Service
  when there was no existing MPRN on UK-Link.
• By doing this, validation is by-passed and
  Shipperless or Unregistered sites are created

48
M No Creations left stranded

• The following are combinations of scenarios
  seen.
• FOM raised first but MNC raised by Shipper on
  same day
• MNC raised by Shipper A on the same day as
  Shipper B raised another MNC
• Two MNCs raised by the same Shipper on the same
  day
• Two MNCs raised by the same Shipper some days
  apart
• MNC raised a few days before the FOM arrived
• There are now 37 false Unregistered sites added
  to the Pot

49
Time Between Contacts FOM - MNC

• It is interesting to note the time difference
  between the two Contacts being raised.
• The below chart shows how many weeks after an FOM
  Contact, an MNC was raised for the same address.

50
Time Between Contacts MNC - FOM

• The below chart shows how many weeks after an MNC
  Contact, an FOM was raised for the same address.

51
Summary of Root Causes

• Differences in how a property is Addressed?
• Potentially a delay in FOMs being submitted?
• Not checking Data Enquiry Service before
  submitting MNCs?
• Not establishing if Meter Point is Tagged before
  submitting MNC?
• Meter Points not being Tagged?
• Selecting Multi Service when this is not
  correct
• Not amending Plot Addresses to Postal at the
  earliest opportunity

52
What Can Be Done?

• XOSERVE
• Repeat this exercise monthly to identify MNCs and
  FOMs being raised for same premises
• Monitor instances of Multi Service being
  selected to identify Users using this incorrectly
• Continue with project to amend Plot to postal
  addresses
• SHIPPERS
• Perform the fullest of checks / enquiries before
  submitting MNCs
• Request that incorrectly created MPRN records are
  set to EX at the earliest opportunity
• Review Internal Process Guidelines for M No
  Creation procedures
• Dont select Multi Service if this is not
  correct

53
What Can Be Done?

• NETWORKS
• Influence the UIPs about the timely submission of
  FOM Contacts
• Influence UIPs to not select Multi Service
  unless it truly is an additional service entering
  a property
• Re-affirm the importance of Tagging the meter
  point

54
AOB

• Any other business?
• Thanks for your attendance your contribution
  support
• Have a safe journey home!