Minutes Meeting Name Theft Issues Group (TIG) Meeting Number Meeting 03 Date Tuesday, 08 November 2016 Time 10.00 – 12:30 Location ElectraLink Offices, 2-3 Golden Square, London, W1F 9HR. Attendee Company Catherine Carr [CC] (teleconference) Northern Powergrid Chris Harding [CH] (teleconference) EDF Energy Dan French [DF] (teleconference) npower David Mitchell [DM] SGN Emma Hegarty [EH] (teleconference) SSE Gary Quiney [GQ] (teleconference) First Utility Ian Main [IM] (teleconference) Scottish Power Kevin Dunne [KDE] Utility Warehouse Kirsty Dudley [KDY] E. ON Leanne Cavagan [LC] (teleconference) Northern Powergrid Marvin Claire [MC] Opus Energy Paul Hart [PH] UK Power Networks Piers Merritt [PM] British Gas Sarah McKenna [SM] (teleconference) Northern Powergrid Tim Porter [TP] (teleconference) SSE In Attendance Anamari Bishopp [AB] (part meeting) Crimestoppers Tania Carrigan [TC] (part meeting) Crimestoppers Sarah Jones [SJ] (Chair) ElectraLink Fungai Madzivadondo [FM] (Secretariat) ElectraLink Apologies Lauri Walker ISupply Helen Armstrong Northern Gas 15 November 2016 v0.2 Kelly Talton National Grid Cherrelle Mclean Total Gas and Power Peter Lowe Western Power Distribution Michael Walls ESP Electricity ADMINISTRATION – CLOSED SESSION 1 MEETING ADMINISTRATION 1.1 The group noted the introductions and apologies. 2 MINUTES AND ACTIONS 2.1 The previous meeting minutes were approved with the following amendments: Minor tracked amendments circulated prior to the meeting. 2.2 ElectraLink took an action to amend the October meeting minutes. TIG/20161108/01: ELECTRALINK 2.3 An update on all actions can be found in appendix A 3 TIG MONITORING LOG 3.1 The Secretariat presented the TIG Monitoring Log. No new items were added to the Log. It was noted that the DCUSA Theft Assessment Calculator was approved by the DCUSA Panel and a page with the Calculator is being added to the DCUSA Website. 4 UPDATED DCP 278 CHANGE REPORT 4.1 The TIG reviewed the updated DCP 278 ‘Allocation of Users to the ETTOS Secure Email Service’ Change Report. It was noted that at the October DCUSA Panel meeting, the Panel members had advised that some sections of the legal text deviate from the CPs original intent. The group noted that the Change Report had been updated to explain why the legal text on payment claims and ETTOS additional services had been added to the CPs solution. 4.2 The TIG approved the changes made to the Change Report and noted that similar changes had been made to Final SPAA CP16 346. ElectraLink took an action to submit DCP 278 Change Report to the November Panel meeting and issue CP16 346 in the November Change Pack. TIG/20161108/02: ELECTRALINK 5 TSG WORKING ARRANGEMENTS CPS 5.1 The TIG further discussed the Theft Steering Group (TSG) Working Arrangements CPs. On the proposed CP to link the SPAA and DCUSA self-governance process the TIG noted that the Distribution and Supplier licences state that once a change has been voted for and approved by Parties it should be implemented into the codes. Therefore, it is not possible to introduce a dependency on the decision made under another Code. The TIG agreed that this to be dealt with on an operational level and added the issue to the TIG Monitoring Activities Log. 15 November 2016 v0.2 5.2 The TIG agreed to progress with the Change Proposal on formalising the TSG. ElectraLink took an action to submit the CP to the DCUSA Panel on 09 November and issue the SPAA draft CP in the November Change Pack. TIG/20161108/03: ELECTRALINK 6 ETTOS MI REPORT 6.1 Crimestoppers provided their first Energy Theft Tip Off Service (ETTOS) Management Information (MI) report in the form of a dashboard and excel reports. SJ explained that some sections of the report had not been shared with the TIG members as they contained confidential information i.e. Supplier names and the number tip offs received or outstanding. Crimestoppers was asked to provide anonymised versions of the reports for future meetings. 6.2 On the dashboard report Crimestoppers provided an analysis of the Microsite showing the number of visits to the site and online forms filled out. It was highlighted that there had been changes to the click through rate where the ETTOS advert had been shown. 6.3 The TIG reviewed the MI excel report and highlighted that the total number of calls answered in October was 85%, which is lower than the agreed service levels. AB explained that the service level relates to the number of calls answered within 2 minutes and this service level was achieved. The data in the MI report relates to the total number of call answered and therefore shows the percentage that drop off before being answered. Members of the TIG felt that counting the drop off calls with the calls answered makes it difficult to measure the SLA as the service provider cannot control the number of drop off calls made. The TIG advised that the report show figures for the calls answered as this is within the service provider’s control. 6.4 During their review of the MI report the TIG also recommended the following: Within the MI Spreadsheet the gas and electricity figures in the ‘actionable by’ column should be updated to show the separate figures for gas and electricity and not the combined numbers. Commentary on the figures should be provided in the report and also clarification on the meaning of gas check. Data should be provided in relation to all agreed service levels. Clarify the information in the ‘Contact Type’ to show what is being referred to calls, on line reports or both. The report should be updated to show the number of disseminated reports, incorrect matches, time taken to match the reports and the number of re-matched reports. The TIG also advised that Crimestoppers provide more commentary within the report explaining the reported figures. Add the website report to the excel spreadsheet. TIG/20161108/04: CRIMESTOPPERS 6.5 TIG members expressed surprise that the majority of tip offs received so far have been both gas and electricity and asked Crimestoppers to confirm this data. TIG/20161108/05: CRIMESTOPPERS 6.6 PM pointed out that the report did not show instances where Parties received incorrect matches. The historic reports had incorrect matches however this was not reported in the MI report. Crimestoppers agreed to check the information provided for consistency and TIG members agreed to check whether any reports had been sent back to Crimestoppers as incorrectly matched. 15 November 2016 v0.2 TIG/20161108/06: CRIMESTOPPERS/TIG 6.7 The MI report showed that in September a total of 122 tip offs were received via the telephone line or the online form. In October the total number of tip offs was 101. In addition, 12/24 instances of potential energy theft were reported via Crimestoppers’ charitable service in September/ October respectively. The TIG noted that all of the tip offs have been matched in accordance with the defined process and no calls have been referred to the emergency gas and electricity services. Additional information has been requested regarding the number of tip offs that have been returned to Crimestoppers for re-matching. 6.8 Crimestoppers highlighted that a number of Parties had not yet registered to retrieve their tip offs and some, although registered, had not logged on to the site to check for theft reports. The TIG advised that Crimestoppers provide a list of those organisations that have not logged onto the web portal at all, so that this can be escalated to the TSG. TIG/20161108/07: CRIMESTOPPERS 7 ETTOS MARKETING UPDATE 7.1 Crimestoppers provided their marketing activities update noting that currently campaigns have targeted Google and Facebook users. For Facebook the demographics are very broad, targeting anyone aged 18-65+ in the UK and then target people by their property interests or job titles. 7.2 Crimestoppers noted that the Google Contextual Campaign has three sub-campaigns set up, targeting audience within 25 miles of main UK cities and based on people interests such as sports, hobbies and real estate. It was noted that remaining Google contextual budget will be used to raise brand awareness levels. 7.3 It was also noted that twitter could be used for organic marketing activity. This did not form part of the proposal as this would not require funding. ETTOS Seasonal Advertising Proposal 7.4 Crimestoppers presented two options in their seasonal advertising proposal and noted that an advertising campaign during the winter months will help broaden audiences and increase reporting on energy theft. It was proposed that the campaign be targeted to specific locations and audiences using Google and Facebook. Crimestoppers presented the specific elements of the options as follows: Option 1 Option 2 Time Period specific Christmas creative to run two creatives - a Christmas and from 1st Dec – 25th Dec (25 days) generic winter to run from 1st Dec – 31st Jan 2017 (9 wks) Potential Results Impressions: 495,000 and Clicks to Impressions: 1,200,000 and Clicks to microsite: between 950 – 6500 microsite: between 2700 – 15,750 Budget £5,200 ex VAT £8,800 ex VAT 7.5 The TIG considered the proposal and agreed that a seasonal advertising campaign should be carried out, advising that in order to avoid missing out on potential theft this should be a national campaign and not just targeted to specific locations. 7.6 Of the two options presented, the TIG recommended Option 2 with a cost of £8,800 as the longer running campaign would have more beneficial impacts. The seasonal campaign will 15 November 2016 v0.2 take place from early December 2016 to January 2017 so that it does not just cover the Christmas period.