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description
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California Public Utilities CommissionCIMS ProjectPresentation to California Utilities
April 7th, 2008
22
Agenda
Needs CIMS
• History• Timeline• Current Activities• Utility Interfaces• Summary
Process Reengineering• High-level Flow• Timeline
3
Needs
Current Issues• Data validation• Improved work processes• Better integration with other internal systems
Current Needs• Fair Rulings - Accurate reports• Customer Satisfaction - More efficient consumer
representatives• Consistent information – Data integration (e.g. GIS and voice)
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Oct
ober
2007
Problem Resolution
GAPAnalysis
Apr
il20
08 July
2008
3 Months
Implementation
History
Aug
ust
2007
Aug
ust
2006
Actual Procurement Process
OriginalProcurementPlan
55
Ven
dor S
tarts
Vendor
Training Plans Training
GAPAnalysis
UA
Tes
t
Initi
al R
ollo
ut
2.5 Months
Initi
al R
elea
seA
pril
7th
4 Months
Implementation
Impl
emen
tatio
nS
tarts
Dec
embe
r 15
th
Timeline
Iterative Releases
Super Users
Test Plans Testing
Pro
duct
Sig
n-of
f
Mai
nt. S
tarts
July
1st
3 Months
Plans
Procedures Project Integration
Interfaces
Infrastructure
Project Office
Manual Reviews
Rollout Activities
Outreach
Scenarios
6
Current Activities
Infrastructure• In-house managed
Process Reengineering• On-going
Interfaces• Geocoding – GIS integration• Knowledge-base data – data insertion• User Security – layered firewalls and logins• Legacy interfaces – completed
Reports Training and Testing Documentation
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Data Flow
8
Login
9
Utility Access
Utility access to Web• More options• Faster processes• Cleaner tracking
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CAB WORKFLOW PROCESSES OVERVIEW
Phone In
4.4Complaint Resolution
and Closure
4.8Pre-Formal Complaints
4.2Intake
Batching
4.6Higher Official
4.7Informal Appeals
4.1Phone
Inquiries and Complaints
4.3Initial Written
Complaint Processing
4.5Impounds
Fiscal
Phone Complaints
may or may not be submitted in
writing
Incoming inquiries, informal requests,
complaints
Facsimile
Electronic/Web Mail
Mail In
IC
Walk In
Referrals from:OGA: Governor Senators Assembly CongressCPUC: Other Divisions Executive Director CommissionersCBOs
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1Receive
new case in case queue
4If omission is
complex, send supplemental
IC to utility
8Receive and
review additional
information from utility
9Review
decisions, codes, tariffs,
terms & conditions as
applicable
7If simple question,
verbally request additional
information from utility
Not Complete
Complex
Simple
Complete
14Close IC,
Case Disposition
“Utility Discretion”
12In Complaints
tab, enter utility findings
into Comments
11Review case
circumstances and determine
whether to negotiate additional
consideration for relief
END
Compliance
15Call utility for clarification.
Update Comments field
17Seek direction from
SupervisorNo
16Is situation now
clear?
Compliancenot clear
Yes
aNon-Compliance
Initial Written Complaint Processing
3Determine if omission is simple or complex
10Determine if utility was in compliance
2Analyze
response from Utility for
completeness
LEGEND
Other Process Flow
DecisionPoint
Activity
Rep
5In Complaints
tab, add Comment
“Supplemental sent”
6In Case tab,
change Case Status to
“Open-Waiting for Utility
Response”
13Send closing
letter to consumer
PMP Manual
Complianceverification
process
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STEP PROCEDURE RESOURCES
3 If the utility’s response is not complete, determine whether the omission is simple or complex:
Complex: If utility’s response has not addressed all of the consumer’s issues, the omission is deemed complex, and a supplemental IC will be needed.
Go to Steps 4-6
Simple: A simple omission is when you have a question that can easily be answered via telephone or need to request readily available documentation (i.e. adjustment amount, copy of meter test, or other documentation).
Go to Step 7
4
For a complex omission from the utility’s response, send a supplemental Informal Complaint (IC). Give the utility 10 calendar days to respond to supplemental IC. The Supplemental Information template can be accessed in the CIMS Correspondence tab:
In Compliance Requirements area, click to check the question(s) that apply and add free text.
In the Composed Letter area, select a letter from the pull down menu and click the Auto-Generate button to create the letter.
Click the View Composed Letter button. Verify that the utility correspondence is listed correctly.
If an attachment file needs to go with the letter, select file(s) in the Attach Documents & Files area from the pull down menu.
You may print the Supplemental IC and forward it to Intake, or email it directly to the utility representative who was assigned to handle the complaint (if you have rep’s contact information).
Supplemental IC in CRG, Chapter __, Page(s) __. Screen shots?
PMP Manual
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Agenda
Needs CIMS
• History• Timeline• Current Activities• Utility Interfaces• Summary
Process Reengineering• High-level Flow• Timeline