february ops meeting

Dominic McHale

North - Operations Meeting

February 2016

Agenda

• Safety Driver Safety - Nick Game / Jon Marshall• Finance /Conversion / Self Gen - OMs• Banking Compliance – Clair Walker• Customer Journey – Tora Oetgan• AOB

Safety

• Regional Reported Events and Observations• January Event Categories / Open Events• IMS Update • SRR & HSE Assessments• Occupational Health • DRMS• Questions?

Patch Events January 2016

Event Types with Near Miss Correlation Work at HeightEV210875: The Energy expert has stated that he was on a job and has stepped onto the ladder out of the snow and foot has slipped off of a rung and hit his shins on the rung, resulting in bruised shins mainly on the LH. No first aid applied. Unsure of the job number or address. Line Manager: Craig GriffinLearning’s?

Modified DutyEV209918: Occurred in Teesside patch on Tuesday 5th January 11.15hrs. Energy Expert, Margaret Howitt, has trapped her right hand middle finger in her van door which has caused a cut. The first aider at Leeds Office cleaned the wound and applied a dressing onto her finger. The onsite mini bus took her to A&E for further checks.Margaret had some stitches in her finger with a splint and dressing to protect and keep it free from dirt. She is presently on light duties supported by her manager. Manager has agreed to review weekly to increase her work load to full capacity over the coming weeks. She is well enough to be at work.

January RTA v Reporting Person v NM

19 events19 events

Open Events (Correct 10th February)

Two events

EV211648 – West Coast (was sitting at Manchester) – Chris Smith

EV210875 – Teesside (was sitting at Stockport) – J. Dixon

© British Gas Trading Limited 2011

Management System Update

Safety Risk Report (Correct 10th Feb)Barney Sharman | Data Development Analyst | Tel: (07557) 618683

Occupational Health MI BGEE December 2015

•Comments Discussion points

• Year 3 programme has started with a 9% completion rate in month two– Norwich 100% , Scotland 89% and Kent 29%

• OH working with the NHS team to ensure correct employee list for loft/cavity employees following recent business changes

• BAU process in place agreed with Ops/OH to ensure full compliance with NHS screening for Yr 3 – aim to complete by June 16

• Options for the business to consider – we do exit medicals on those whose last medical was more than 3-6 months ago or we do not do exit health surveillance medicals, but then if there should be any come back at a later date we only have the latest medical to refer to which could be almost a year ago (Occ Health have generally not done exit medicals in the past for a one off leaver)

BGEE – Field Insulation

Top 4 reasons for referral (YTD)MSD - mechanical backs 28MH - Non WR symptoms 19Medical conditions - 12MSD - shoulders 11

Referral volume YTDInsulation - loft, cavity and energy experts Total 112 (minimal increase on same period 2014)MSD 75% highest referral trigger while MH 19%Time to refer in to OH 5 days (excellent)

Work related YTD8 cases in total 97 lost working daysInstallation 1x MH 0 days/5 x MSD 42 daysEnergy Experts 1 x MH 55 days/1 x MSD 0 days

1 WR case reported in December – HAVs RIDDOR

EAP usage6 calls made YTD – 0 usage in December

RIDDORS (YTD) 2 reported to the HSE in 2015

Customer Jourvey - With your help, we’ve redesigned the loft and cavity journey from a customer perspective to:

Slide 11

Be clear on what we do and when

Increase our NPS and customer satisfaction

Get your feedback on how to improve

Get more support and be more joined up with the office

A survey’

s booked An

energy expert visits

Insulation is

installed

Planning

Contact

Centre

1

2

3

4

In January, we’ll talk you through the improvements to the journey so you can share this with your teams in February

Technical Compliance and Banking

• Last 3 month average field compliance was 84.42%•YTD 98% Banked (Best year yet)

• Compliance Team delivered 12.46% average over the same period. True figure closer to 15%.

•85% first time compliance in field YTD (Best year yet)

04 05 06 07 08 09 10 1175.00%

80.00%

85.00%

90.00%

95.00%

100.00%

90.67%

86.03%

92.32%94.56%

92.40%

85.25% 84.36% 83.66%

6.85% 10.94% 5.03%4.52% 5.73%

11.63% 12.07% 13.68%

Measures Banked vs Field Issues

Pre compliance % Compliance gained %

04 05 06 07 08 09 10 110.00%

2.00%

4.00%

6.00%% by region

East % West % North %

7 areas are accounting for 80% of the non-compliance activities.Description 04 05 06 07 08 09 10 11 12 Grand Total

VLD issue 240 248 54 56 29 31 26 11 3 698SAP Issue 124 109 172 67 472DOC /Vanilla Issue 1 76 9 3 60 98 55 71 373

Missing EPC / OA 30 36 31 26 14 31 45 46 22 281Banked as Topup X 31 88 61 3 183

BRT photo evidence required / Poor photo's 24 33 14 26 3 100Address Error 11 8 10 11 5 4 9 11 10 79EPC Error 2 6 1 13 14 18 14 2 70

BRT Relodge request 25 22 2 10 59Raised in Error 4 7 21 13 8 3 56U-Value issue 17 38 55Other: Unknown 3 7 3 5 3 3 7 7 3 41EPC lodged after install 4 25 10 1 40Missing fuel tank type evidence 22 9 1 32Refurbishment 1 8 5 5 3 1 3 26EE Left the Business 1 6 7 4 2 20Missing Stroma ID 9 9Post Survey Audit* 3 1 4Grand Total 328 473 180 147 137 339 381 389 224 2598

• Tackling these improvement areas is our next step!

Performance by Patch / Region – Regions are equal but 11 key patches account for largest volume.

Buc

ks

Eas

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st

Hum

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ide

Ken

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Linc

s

Lond

onW

Nor

wic

h

Sou

thY

orks

Live

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l

Man

ches

ter

Nor

thW

ales

Sco

tland

Eas

t

Sco

tland

Wes

t

Sto

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rt

Tee

side

Wes

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st

Wes

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ks

Birm

ingh

am

Birm

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est

Leic

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Por

tsm

outh

Sou

thC

oast

Sta

ffs

Wes

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ntry

East North West

0

50

100

150

200

250

300

350

400

• 2.5K non compliance tasks raised to the field in last 8 months • Labour intensive - 1 Task takes 25mins in the office – end to end.

february ops meeting

Documents