Gas Industry Regulator Claire Spottiswoode has ordered an urgent report into the latest British Gas billing system cock-up, which involved 1,000 customers in the south west receiving threatening letters from the company?s debt collecting agency for bills they had never been sent.
British Gas have been blaming the mess on teething troubles with its massive #150 million computer system, citing problems in the telephone links between the central installation and the regional network.
But Kevin Glover, project director of Tariff Gas Billing (TGB), admitted today that the problem was actually caused by human error. ?It was down to a person editing a file wrongly,? he said. Glover said in order to handle the vast data migration that they had undertaken in very short timescales he had been forced to reduce the amount of training staff were given. ?From now on I will be taking the remains of the project resources to increase the amount of training we are giving to people,? he said.
The Tariff Gas Billing project involved pulling together 12 separate regional billing systems into one central system. All the data was migrated from 48 systems into one between January 1995 and July of this year.
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