GMARG Meeting. Ashling Hotel, Thursday 17 th December 2015

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Kerry Hodge
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1 GMARG Meeting Ashling Hotel, Thursday 17 th December 2015

2 Today s Agenda 1. Introduction 2. Presentation by An Post re Front Office PAYG solution 3. Review of Previous Minutes and Actions 18 November GNI Updates Safety related disconnections Vulnerable Customer Reconciliation Christmas Lock Moratorium Post Code project update SMART Metering Update Issue Resolution process GNI Call Centre initiative re: special services register 5. CER Verbal Updates 6. Market Statistics (PAYG/GPRO) 2 7. Dates of Next GMARG Meetings and Conference Calls 8. A.O.B.

3 2. An Post Overview Gas Networks Ireland

4 Retail Channels The Post Office retail network 1,148 Computerised Offices 2,132 Positions Highly trained staff The PostPoint retail network 1,800 Retail Outlets 947 BillPay live outlets Symbol Groups EPOS integration DSP Household Budget deductions through An Post Billpay BillPost for postal & telephone payments My Bills for Online payments

5 Payment Channels

6 Central Processing Hub

7 Geographical Spread of Post Offices

8 Locate a Post Office

9 Marketing Digital Screens available in close to 300 top performing Post Offices Nationwide Brochures In Store Promotions Posters Show-cards

With over 1,800 locations, and processing in excess of 18 million transactions every year, PostPoint offers

11 Do More in Store Part of the An Post Group, PostPoint was established in 2000 and has been helping local businesses and communities Do More in Store ever since. With over 1,800 locations, and processing in excess of 18 million transactions every year, PostPoint offers one of the most widespread, well established and trusted networks in Ireland. PostPoint is the exclusive supplier of Mobile Phone Top Up to Topaz and applegreen company sites.

12 PostPoint Products and Services PostPoint retailers process essential footfall driving services such as mobile phone top up, Bill Payment, Waste Management, Tolling, Parking and international calling cards. Added to these services are exclusive An Post products such as Postal Products, Stamps, TV licence renewal and One4all Gift Cards. PostPoint also supply the Topaz & applegreen Gift Cards Major Billers LPT and Irish Water Stamps Waste Management TollTag & ParkMagic Topaz & applegreen Gift Card Pre Paid Electricity One4all, itunes & Paysafe Top Up

13 Our technology The Ingenico ict250 countertop terminal is quick and easy to set up and install, and features a large bright display. Faster transactions with built-in contactless payment technology. The terminal has a compact design and is one of the smallest desktop models available. Terminal is PCI-DSS compliant

PostPoint Nationwide Network CARLOW 34 CAVAN 58 CLARE 68 CORK 183 DONEGAL 191 DUBLIN 269 GALWAY 159 KERRY 65 KILDARE 70 KILKENNY 43 LAOIS 47 LEITRIM 33

14 PostPoint Nationwide Network CARLOW 34 CAVAN 58 CLARE 68 CORK 183 DONEGAL 191 DUBLIN 269 GALWAY 159 KERRY 65 KILDARE 70 KILKENNY 43 LAOIS 47 LEITRIM 33 LIMERICK 77 LONGFORD 18 LOUTH 53 MAYO 92 MEATH 81 MONAGHAN 41 OFFALY 35 ROSCOMMON 49 SLIGO 50 TIPPERARY 74 WATERFORD 49 WESTMEATH 54 WEXFORD 76 WICKLOW 42

15 Locate a PostPoint

16 Free Point of sale for all agents

17 Project Milestones Estimates Complete Requirements Analysis Q Technical Design & Specifications ready Jan 2016 Shipper engagement May, 2016 Development complete Q2, 2016 Quality Assurance, User Acceptance Testing & Market Assurance Q3, 2016 Solution Signoff by GNI, Siemens, An Post, PostPoint, Shippers Q3, 2016 Pilot and commence rollout for Post Office and PostPoint sites Q4, 2016

18 3. Review of Previous Minutes & Actions 18 November 2015 Action Number Status Overview Responsible G121 Open Data Processing Agreement. GNI to issue latest version following internal GNI/Suppliers legal meeting, before GMARG. G132 Open DDR 62 tracking of siteworks complaints/escalations trial continuing GNI/Suppliers G 153 Propose to Close Vulnerable Customers/Special Services Register. New Rec to take place in Q4, investigate if ESBN rec can be done at same time G 165 Open The key outstanding items on the schema release are as follows: (i) CER to revert on Revenue Protection Decision G 166 Propose to Lock Moratorium: CER decision on moratorium due. Close G 175 Open GNI contacted ESBN re deployment schedule for postcodes. ESBN are in still in early stages postcode implementation (due Q4 16). Meeting to be set up between GNI and ESBN to discuss further. Postcodes will not be implemented in retail gas systems until programme has been agreed GNI GPRO/Suppliers GNI Reg/Suppliers/CER CER GNI IT 18

19 3. Review of Previous Minutes & Actions 18 November 2015 (continued) Action Number Status Overview Responsible G 183 Propose Safety Related Disconnections: to Close (i) Suppliers to revert to GNI by 31/10 on GNI s proposal. GNI to issue reminder COMPLETED (ii) GNI to issue sample letters to industry for review. GNI to issue reminder COMPLETED (iii) GNI to consider if a GNI LTNA list is possible which refers to LTNA sites with no GNI read (i.e. excluding customer reads) - COMPLETED (iv) GNI to issue suppliers with list of sites affected by the first trial of this process. COMPLETED G 184 To Close The forum was advised that the GNI Christmas working arrangements document issued on 17 November. G Open This relates to the introduction of a new market process to allow suppliers lock jobs on PPM sites with no vends for a prolonged period. Initial assessment by GNI indicates that the existing S1601RQ credit lock message can be appended to include PPM sites. GNI to formalise proposal at next GMARG. It was noted the criteria to use this new job needs to be agreed between the CER and industry Action Open Industry to send feedback on GNI proposal/sample letters by 30/11. GNI to issue list of sites included on first trial of this process. Action can be closed at next GMARG Action Open GNI to present proposal at next GMARG

20 20 4. GNI updates Safety related disconnections (verbal) Vulnerable Customer Reconciliation (verbal) Christmas Lock Moratorium (verbal) Post Code project update (verbal) SMART Metering Update (see slides below) Issue Resolution process (see slides below) GNI Call Centre initiative re: special services register (see slides below)

21 Smart Metering Update to GMARG 17 th September, 2015

22 Smart Metering Update The CER published the following papers as part of the National Smart Metering Programme on 8 th December, 2015: CER15/270 Time of Use Tariffs (Decision Paper) CER15/271 Smart Pay-As-You-Go (Decision Paper) CER15/272 Empowering & Protecting Customers (Proposed Decision Paper) CER15/273 Regulating Transition (Proposed Decision Paper) Responses to the Proposed Decision Papers are due by 22 nd January, 2015 GNI responded to Shipper feedback regarding the Codes of Practice, NDM Procedures and Market Messaging Implementation Guide The next Gas Smart Metering workshop will be held in late January/early February,

23 Customer & Supplier Issue resolution process: 12 month review The following table provides Industry breakdown of agreed trial stats over the 12 month period 10 th November, 2014 to 9 th November Month s to Shipper Services Mailbox Step 4 Step Total

24 Customer & Supplier Issue resolution process: 12 month review GNI Observations: The Stats show the trail was a success with majority of issues being resolved at Steps 2 & 3 As agreed by Suppliers in the 6 month review, the process gives a much improved service to suppliers with turnaround times and escalation paths and allows suppliers to log customer complaints on an alias address, Shipperservices@gasnetworks.ie (purely for count purposes) GNI propose the Customer & Supplier Issue resolution process to be implemented long term.

to create similar awareness through their channels Who can be recognised as a vulnerable customer?

25 Supporting our Vulnerable Customers in the Special Services Register Creating awareness of registering as vulnerable -GNI issue tweet -Bring them to our website and brochure -GNI Contact Centre inform customers as they engage with them -Suppliers to create similar awareness through their channels Who can be recognised as a vulnerable customer? -How do we get that message out there? Timescale- -GNI Propose to issue tweets at key times throughout the year -Commence Contact Centre awareness with customers

26 Proposal for Introduction of a supplier lock in the PAYG sector GMARG 17 December 2015

27 Background/Rationale Current retail processes do not allow suppliers to instigate a lock on a PAYG meter The only job type available at present is an RCMG job type which is decommission meter job type and is based on GNI scheduling an appointment with the customer Issues emerging where a PAYG site is not vending for a prolonged period (e.g. vacant) Supplier continues to be registered supplier and incurring SPC charges No revenue stream coming through for supplier as end user is not vending Result: build up of customer debt (in the form of standing charges) At request of industry, GNI have undertaken a high level impact assessment of this proposal to introduce a new lock job for PAYG meters 27

28 Key Objectives Ensure new lock type process is clear, consistent and workable Seeking to avoid new schema releases and utilise existing systems and job types Replicate (to the best extent possible) the current processes for a credit lock in a credit meter Seek to address shipper concerns over build up of debt/spc charges 28

29 Key Inputs to New PAYG lock going live 1. Criteria for Request of PAYG lock Industry and CER need to agree conditions under which a PAYG lock can be instigated GNI will operate on instruction of the gas supplier. As with credit locks, it will be the responsibility of the gas supplier to ensure the job request was valid and that it met the pre-agreed criteria Suggested criteria: length of evidence of no vends, demonstration of attempted engagement with end user 2. Process/System Updates/Go Live Industry agreement on how the process should operate Roll out to systems/market processes 29

30 Key updates GNI have undertaken a review of the options available to introduce this PAYG lock Processes/testing/job plans have been reviewed Credit lock type job would lock the meter but following discussions with Siemens would not go far enough (charges would still accrue on the meter) There is a need to decommission the PAYG module on the meter GNI are investigating the potential to create a new decommission and recommission type job which would be requested by the shipper and the shipper would choose an appointment slot. 30

31 High Level Overview of Proposal GNI will amend one of the existing market messages (potentially S1601RQ) to allow shippers to utilise this message for a PAYG lock/decommision Shipper will choose an appropriate time slot GNI will schedule the site visit Site visit will take place and supplier notified of result (Complete/Incomplete) Charges to supplier will mirror credit lock charges to the extent possible: Incomplete (e.g. no access): 69 If job is successful, gas supplier can instigate a de-assignment and become tariff exempt following 2 months of no consumption (see MPD 4) 31

32 Issues for Discussion Protocol on arrival by GNI technician e.g. last contact with supplier Potential meter tampering identified Process for subsequent reconnection Locked, but then consuming Shipper Back End System Impacts E.g. receipt of lock read on PAYG meter, extending existing market message protocols to include PAYG meters 32

33 33 5. CER Verbal Update

34 Revenue Protection Disconnect Seamus Byrne

35 RP Disconnect The Revenue Protection Disconnect has been finalised by the CER following an internal process; The disconnect process will require that GNI engage with individuals who have tampered and ensure that a fair and reasonable time for repayment is provided to individuals prior to disconnection.

36 RP Disconnect Process When GNI confirm tampering at a site, a letter (letter 1) is issued informing the individual that tampering has been confirmed at their address and that a RGI cert and payment ( 248) for the tampered meter is required. The letter will state that disconnection will take place within 28 days if payment and the RGI are not provided; If GNI has not received any response a second letter (letter 2) will be issued on day 21 informing the individual that the RGI cert has not been provided and the amount is still outstanding and that disconnection will take place in seven days; If the individual contacts GNI and seeks an extension, GNI will extend the payment period by an additional 60 days (individual will have a total of 88 days to pay for the damaged meter); The RGI cert must be provided within the 28 days to prevent disconnection; If the end user fails to contact GNI within the 28 days then disconnection will take place.

37 RP Disconnect Continued Where an extension is provided by GNI, a letter (letter 3) will be sent to the individual informing them that their payment period has been extended and will also state that disconnection will occur if said payment is not received. GNI will state the date that disconnection will take place if no payment is received; GNI will send a letter (letter 4) in week 4 of the extension period if payment has not been received stating that the amount is still outstanding and that disconnection will occur if payment is not received. GNI will also call the individual informing them of the same; If payment is not received GNI will send a final letter (letter 5) in week 6/7 of the extension period again stating that the amount is still outstanding and that disconnection will take place if not received. GNI will again call the individual; If payment is not received GNI will disconnect the site.

38 38 6. Market Statistics (PAYG/GPRO)

39 November-15 PPM Review Meter Installation Stats Overview Total consuming PPM Population 97,402 (as of 01/12/2015) This represents 15.2% of the Total NDM Residential Population This is a switch of 0.7% of the entire NDM population to PPM in past 12 months. Gas-card Services are now available at >1,430 Payzone Outlets nationally. Meter Installations 861 PPM Meter fits per month (based on 12 month rolling average) PPM Installations are broken into 3 groups; 1) PPM Meter Fit (28) 2) Credit Meter to PPM Exchange (237) 3) PPM to PPM Exchange (207) 56% of all PPM meter installations in November were new PPM installations, the remainder were PPM-PPM exchanges. 472 PPM Meters were installed in November Average new PPM fits per month over last 12 months = 300 meters. Regional Installation Data: Month Total Meters Fitted Dublin Cork Limerick Waterford Rest Of Leinster Rest Of Munster Connacht + Ulster Financial Hardship 64,477 Financial Hardship PPM meters have been installed since the project began in Financial Hardship meters installed in November ,327 Financial Hardship Meters have been installed under PC3 (October 2012) out of an allowance of 40, % of all meters fitted in the last 12 months were assigned Financial Hardship. 39 Nov

40 No of Meters Fitted % of Meters Installed with F-H PPM Financial Hardship Installations Financial Hardship Meters Fitted By Month Meters Fitted with Financial Hardship % of PPM Meter fits with FH YTD % Meters Installed with Financial Hardship 100.0% 90.0% 80.0% Month Total FH Meters Fitted Sep Oct Nov % Dec Jan % Feb Mar % Apr May % Jun Jul % Aug Sep % 10.0% Oct Nov %

41 Total No of Meter Installations PPM Meter Fit Type PPM Meter Fits by Job Type PPM Meter Fit Date of Meter Fit PPM Meter Fit PPM to PPM Exchange Credit Meter to PPM Exchange Total PPM Installed Nov PPM to PPM Exchange 3000 Dec Credit Meter to PPM Exchange Jan PPMs Installed by Job Type Feb Mar Apr May Jun Jul Aug Sep Oct Nov

42 GPRO CoS monthly CoS monthly Gas Year to date Month RD Credit RD PPM I/C Total GYTD Oct-15 8, ,440 9,440 Nov-15 7, ,630 18,070 GYTD 15,598 1,223 1,249 42

43 GPRO CoS Rejections CoS rejections Month Number Rejections vs Successful CoSs Oct % Nov % GYTD

44 GPRO Debt Flagging Stats Debt Flagging in CoS Total Debt Flag Received Total CoS Cancelled % of Debt Flags then Cancelled % Debt Flag to CoS #'s Oct % 1.0% Nov % 1.0% GYTD

45 GPRO Corrections and Amendments Corrections and Amendments Corrections Amendments Total C&A Total C&A processed vs Completed CoS Oct % Nov % GYTD

46 7. GMARG Meetings for Date (all 10am starts unless otherwise advised) Location 21 Jan 2016 Conference Call * 18 Feb 2016 Dublin 16 March 2016 *Wednesday Conference Call * 21 April 2016 Dublin 19 May 2016 Conference Call * 16 June 2016 Dublin 21 July 2016 Conference Call * 18 August 2016 Dublin 15 Sept 2016 Conference Call * 20 Oct 2016 Dublin 17 Nov 2016 Conference Call * 15 Dec 2016 Dublin * Conference Call slots subject to agreement at previous physical GMARG

47 8. AOB 47

GMARG Meeting. Ashling Hotel, Thursday 20 th August 2015

GMARG Meeting. Ashling Hotel, Thursday 20 th August 2015 GMARG Meeting Ashling Hotel, Thursday 20 th August 2015 Today s Agenda 1. Introduction 2. Review of Previous Minutes and Actions 16 July 2015 3. SMART Metering Update 4. GNI Presentation on Site Specific