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HAN Support Vision August 12, 2010

HAN Support Vision August 12, 2010. Agenda. Short Term HAN Support Vision Medium Term HAN Support Vision Long Term HAN Support Vision. HAN Devices in Homes. REPs. TDSPs. HAN Devices. HAN Devices. Consumer. HAN Devices. HAN Devices. 3 rd Parties. Big Box Retailers.

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HAN Support Vision August 12, 2010

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  1. HAN Support VisionAugust 12, 2010 Smart Grid PROGRAM CenterPoint Energy Proprietary and Confidential Information

  2. Agenda • Short Term HAN Support Vision • Medium Term HAN Support Vision • Long Term HAN Support Vision SMART GRID PROGRAM CenterPoint Energy Proprietary and Confidential Information

  3. HAN Devices in Homes REPs TDSPs HAN Devices HAN Devices Consumer HAN Devices HAN Devices 3rd Parties Big Box Retailers Who do consumers call to get devices working? Who do consumers call when devices stop working? SMART GRID PROGRAM CenterPoint Energy Proprietary and Confidential Information

  4. Short-Term Access to HAN Devices REPs TDSPs HAN Devices HAN Devices Consumer Currently, access to HAN devices is controlled by REPs and TDSPs SMART GRID PROGRAM CenterPoint Energy Proprietary and Confidential Information

  5. Short-Term Access to HAN Devices Consumer REPs TDSPs Call Center Level 1 Support Call Center Level 1 Support Trouble diagnosis / Problem resolution ticketing process Technical Support Level 2 Telephonic Technical Support Level 2 Telephonic Technical Support Level 3 Field Technical Support Level 3 Field SMART GRID PROGRAM CenterPoint Energy Proprietary and Confidential Information

  6. Short Term HAN Support Vision Consumer Contacts CNP Call Center for HAN Support – 500 Unit IHD and other CNP Programs CNP Call Center Level 1 Support (2 – 3 trained CSRs with scripts) Yes Problem Resolved ? Consumer End No Yes CNP Level 2 Telephonic Support (2 HAN Reps plus TDSP internal technical staff with Troubleshooting Guide) CNP Level 3 Field Support (2 HAN Reps plus TDSP internal technical staff with Troubleshooting Guide) Problem Resolved ? No

  7. Short Term HAN Support Vision - Description • Short-term HAN support for the CNP 500 Unit IHD and Other Programs • Process Description: • Consumer in program has trouble with a device • CNP will have 2-3 trained CSRs, with scripts, for Level 1 support • (These CSRs will be trained in early September along with the HAN Representatives that are currently being hired. Training will include hands-on device operation and review of the Troubleshooting Guide being developed.) • If the CSR cannot resolve problem CNP will have HAN technical staff for Level 2 telephonic support • (HAN Representative interviews conducted. Will have 2 hired and in training in early September. Will also have additional Itron technical resources) • If telephonic support cannot resolve the problem the CNP HAN technical staff is available for Level 3 Field-based Support

  8. Short Term HAN Support Vision Consumer Contacts REP or TDSP for HAN Support – REP Programs REP/TDSP Call Center Level 1 Support (Trained CSRs with scripts) Consumer call either REP or TDSP Yes Problem Resolved ? End No Yes REP/TDSP Contacts appropriate party for necessary action REP/TDSP Diagnoses Problem and Defines Who Needs to Resolve REP/TDSP Level 2 Telephonic Support Troubleshooting Guide REP/TDSP Level 3 Field Support Troubleshooting Guide Problem Resolved ? No Ticketing process needed long term

  9. Short Term HAN Support Vision - Description • Short-term HAN support for REP Programs • Process Description: • Consumer in program has trouble with a device • Consumer will contact REP with problem • REP Call Center Support will trained CSRs, with scripts, for Level 1 support • If the REP CSR cannot resolve problem REP internal Program Support team will need to diagnose the problem and, based upon the Troubleshooting Guide, determine which entity should take the lead in resolution efforts. • If the diagnosis indicates the problem to be potentially on CNP’s side the REP will communicate the problem to CNP. CNP will have HAN technical staff for Level 2 telephonic support for the REP • (HAN Representative interviews conducted. Will have 2 hired and in training in early September. Will also have additional Itron technical resources) • If telephonic support cannot resolve the problem the CNP HAN technical staff is available for Level 3 Field-based Support

  10. Short Term HAN Support Vision REP Contacts CNP for HAN Support – REP Programs REP Diagnoses Problem and Defines Who Needs to Resolve REP identifies or becomes aware of problem Yes Problem Resolved ? End No CNP Level 2 Telephonic Support (2 HAN Reps plus TDSP internal technical staff) with Troubleshooting Guide Yes CNP Level 3 Field Support (2 HAN Reps plus TDSP internal technical staff) with Troubleshooting Guide REP Contacts CNP HAN Designee if CNP involvement necessary REP Diagnoses Problem and Defines Who Needs to Resolve Problem Resolved ? No

  11. Short Term HAN Support Vision - Description • Update this slide as appropriate

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