Xoserve’s Annual Review 2021/22

Each year, Xoserve provides customers with a comprehensive update on our performance and activities

Our Annual Review 2021 looks back at our progress in delivering investments and our achievements in delivering the Central Data Service Provider (CDSP) services during 2021/22.

As we look back on 2021/22, it’s clear that we’ve all faced unprecedented challenges across the sector and, while this shows no signs of abating, the industry has come together to meet these challenges head on. The spikes in gas wholesale gas prices in Autumn 2021 led to unprecedented failures in the market. In order to mitigate the impact on both the gas market and consumers, we established a task force dedicated to managing the resulting record-levels of industry exits. You can find more information on how Xoserve supported and responded to the impact of market volatility on page 21 of the Annual Review.

Against this backdrop, we retained our focus on customer satisfaction. Feedback allows us to recognise where we need to make improvements, define our processes and invest more resource. You were kind enough to take time to tell us what you’re most satisfied with, and what you’re least satisfied with and you can find out more about this on pages 18 to 20.

Xoserve also delivered improvements in other areas, such as an 80% reduction in the number of major incidents between 2020/21 and 2021/22. This was achieved through a continuous improvement framework, risk management processes, and investments into areas such as service management processes and tooling. You can find more information on the improvements we made and the related activities on pages 22 to 28.

Finally, in response to customer feedback, we’ve sought to give a sense of the scale of our services, with volumetric data and an explanation of which services are included in each service area. You can find more information on the CDSP services on pages 10 to 15.

If you’d like to discuss any aspect of our Annual Review 2021/22, please email Customerexperience@xoserve.com.

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