xoserve update
DESCRIPTION
xoserve Update. IAD Enhancements. 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 - PowerPoint PPT PresentationTRANSCRIPT
xoserve Updatexoserve Update
IAD EnhancementsIAD 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
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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 OK
Logoff Primary SessionoAlert ‘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.oRe-directs to IAD Login screen once he clicks on ‘OK’
Login Secondary session (Logged in and becomes the Primary session)oCapture Secondary session login time.oRe-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.
Secondary Session clicked
on Cancel
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Single User Log on - Screen Prints
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Single User Log on - Screen Prints
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Single User Log on - Screen Prints
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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, LSO’s can request resetting of password and security questions for new starters
Security questions
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Self Service User Password Reset Questions
Which three of the highlighted questions do you want? Mother’s maiden name?
Birth month? Place of birth? First school attended? Last school attended? Shoe size? Father’s first name? Mother’s first name?
What is your favourite hobby?
Or do you just want an open numeric and text box to put in what you want?
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Proposed Next Steps
xoserve to start developing changes to the IAD Service
Target date for implementation of IAD Service changes during this October 2008
Operational UpdateOperational Update
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Telephone Service Line
No of callsService
Availability(target 95% availability)
Call answering
(target 90% within 30 seconds)
June 28,073 100% 95%
May 25,439 92% 91%
April 30,472100%
91%
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IAD Service Line
Number of Accounts
(forecast 12,500)
Availability(Target 95%
availability during core hours)
June 13,400 100%
May 12,400 100%
April 12,000 100%
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Email Report Service Line
No. of email reports
(forecast 150 per month)
Performance
(2 and 5 business days)
June 96 100%
May 82 100%
April 105 100%
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Portfolio Reports
83April
104May
1 report x 11 sent late
110June
Performance standardReports sent in
the month
(forecast 80)
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AQ Enquiries
Number of AQ Enquiries processed
Performance(Target process by end of second
Business Day)
June 5,258 100%
May 1,041 100%
April 2,986 100%
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IAD Account Transaction Volumes
Accounts Created Bulk Password Resets
Number Within 10 daysNumber
RequestedCompleted within
Month
July n/a n/a n/a 320
June 695 97% 1,050 0
May 687 66% 135 0
April 556 85% 1,890 1,890
March 27 100% 0 0
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
ACS ReviewACS Review
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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
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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