Xoserve Annual Review 2020/21
Discover more about our activities and achievements in 2020/21.
Published on 03 Sep 2021
Every year we provide our customers with a comprehensive update on our annual performance and activities. Previously known as the Annual Report, our Annual Review looks back at the progress we've made against our strategy, alongside highlighting the achievements and challenges we've faced in 2020/21.
It proved to be a challenging year for the energy sector, as we all continued to adjust to new ways of working posed by the COVID-19 pandemic.
Closer to home we undertook a significant restructure, which saw Xoserve separate into two companies on 1st March 2021: Xoserve, which retains its role as the Central Data Service Provider (CDSP) for the gas industry with accountability for delivery of the Data Services Contract (DSC) to customers, and a new subsidiary, Correla, which was created to be an independently owned business to fuel innovation in the centre of the gas market and beyond and will deliver services back to Xoserve through a commercial contract. We welcomed our new CEO, Stephanie Ward, to lead us as we re-focus our attention on contract management and independent assurance activities and subsequently sold Correla to Northedge Capital LLP in late March.
This year also saw us continue to make great strides in our customer service as we received our highest ever customer satisfaction score. Building on the foundations laid in previous years, our score increased by 7.9 points to 75, placing us above the Institute of Customer Service (ICS) benchmark for the utilities sector and on a par with customer service levels throughout the country.
If you would like to talk to us about any aspect of our Annual Review, please get in touch.