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Update on Help Desk Scripts and Process Development

Update on Help Desk Scripts and Process Development. May 24, 2011 PUC Project 34610- AMIT Stakeholder Steering Committee Anna Grau anna@enernex.com. Project Status. All new scripts and process have gone through the final (3 rd review) with key stakeholders

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Update on Help Desk Scripts and Process Development

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  1. Update on Help Desk Scripts and Process Development May 24, 2011 PUC Project 34610- AMIT Stakeholder Steering Committee Anna Grau anna@enernex.com

  2. Project Status • All new scripts and process have gone through the final (3rd review) with key stakeholders • Will provide a comprehensive “knowledge base” document to the Help Desk team; have received final comments. • Future modifications will be made and added based on feedback. • Key difficulty was continually discovering new script needs and adding to the list, also scheduling meetings.

  3. Existing Scripts (mostly reviewed) • Update Personal Profile • Update Security Challenge Questions • Update DUNS numbers in REP Entity Profile • Remove DUNS numbers in REP Entity Profile • Attach multiple ESIIDs • Validate Notification for All Users • Validate Notification for All Users • View 15-min Interval and Daily Usage Report • Attach ESIID • Attach multiple ESIIDS • How to Access Online Help • SMT Demo • Registration of a REP Admin • Non-resident Search for Registered Company • Non-resident Admin Registration Process • Modify Entity Profile for Non-Residential, REP or TDSP users • Non-resident Registration Process • Non-resident Registration Process • REP User Registration Process • Demonstrate Registration of TDSP Admin • Registration of Private TDSP User • Registration Expired • Account Locked, • Unable to login • Meter Not Found • How to Register Residential • How to Register Residential Account • KB Script Cannot See Entire Graph • KB Script User Unable to Understand Temp PW • Meter Not Found Process • Website not loading properly • Usage ReportAccount Locked, • Invalid Request • REP unable to download usage report • Login Unsuccessful • Usage Report over 40 days • Unable to find ESIID

  4. New Scripts & New Processes • API Integration Request • FTPS Integration Request • Technical Assistance Request • Additional Help Desk Level 1 Resolution Scripts • Help Desk 1st Call Description • Level 2 Ticket Closer Due to Missing Data from Market Participant • Outgoing Help Desk Email Wording • Receive Open Ticket Email from TDSP • Receive Open Ticket Email from REP • Add New CR Entering Market • Removing CRs that are Exiting Market • HAN (ID new scripts) • Customers with Missing Data • Customers with Estimated Data • Missing Data Missing ESIIDs (not whole file) • File processing issues between TDSP-SMT • SMT Help Desk Level 2 to TDSP Help Desk Integration • Email to Open Tickets from TDSP • Email to Open Tickets from REP • Communications/Market Notices to Market • Model SMT to TDSP to REP process flows • Missing Data- REP LSE Files Late • Master File Issues • Add new CR entering market • Remove CR exiting market • HAN (Robert ID categories) • Customers with Missing Data • Customers with Estimated Data

  5. Sample Script • **********BEGIN KNOWLEDGEBASE ENTRY********** • Note: Always collect the following information from the registered user – • First Name, Last Name, User ID, Email ID, ESIID or Meter Number, • Problem:  • User complains that they have missing data in the SMT portal. • Alternate Search Words: • Missing data, data not there • Technology Section: • Either the TDSP failed to provide the data or there was a processing error in SMT. • Solution: Open a ticket and ask and record the following information: • What type of data is missing? (interval, daily or monthly usage) • Is it partial data missing or all the data? • Is it one or several intervals/days/months? • Is it for a particular time period or across several time periods? Ask if it is cyclical (the user might not know). • Establish a date for the help personnel to view the data. • Transfer the ticket to Level 2 support. • **********END BRAIN ENTRY**********

  6. Sample Process Flow

  7. Next Steps • “Knowledge Base” catalogue of scripts will be delivered to Help Desk for use and modification based on feedback. • “Process Narratives” and “Process Flow” diagrams will be consolidated into one searchable document for both the Help Desk as additional reference and the Market for understanding of existing processes. • Phase II will be the discovery of processes that need to change and the modifications to them.

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