Philadelphia Gas Works · 2016-10-06 · of Customer Affairs, and then shipped as needed to...

File Name: CRP Application Automation Requirements_Final.docx This information is proprietary and confidential. For PGW internal use only.

© 2016 PGW. All rights reserved.

Philadelphia Gas Works

Prepared by

Information Services

Requirements:

CRP* Application Automation *Customer Responsibility Program

Version: 2.0 Date: August 12, 2016

File Name: CRP Application Automation Requirements_Final.docx This information is proprietary and confidential. For PGW internal use only.

© 2016 PGW. All rights reserved.

Adjunct

Philadelphia Gas Works Page ii File Name: CRP Application Automation Requirements_Final.docx Version: 2.0

Adjunct

Abstract

This set of Software Requirements Specifications (SRS) records business requirements, as articulated by the Regulatory Compliance section of Customer Affairs or inferred by project scope, for the creation of a secure, online form and automated processes that can be used by PGW customers to apply for the Customer Responsibility Program (CRP). The solution will be referred to, within this document, as “ACRPA” (Automated CRP Application).

Objectives: eliminate paper applications, provide for the electronic attachment of supporting documents, implement an electronic signature strategy with which customers can securely “sign” the CRP application from their homes, increase the security of customer information, and streamline and automate the CRP application process.

At present, the paper forms are being processed by the Universal Services department of Customer Affairs, and then shipped as needed to document storage for long-term storage.

Keywords: automation, customer, district office, document management, form, signature

Target Audience

Administrators of, and IS developers and Technical Support staff providing support for, PGW’s Customer Responsibility Program.

Adjunct

Philadelphia Gas Works Page iii File Name: CRP Application Automation Requirements_Final.docx Version: 2.0

Sensitivity

The security classification of this document:

☐ Public Public domain information. Document has general

availability within or outside of PGW.

☒ PGW Internal Document has general availability within PGW only.

☐ PGW Confidential Document is considered sensitive, and has selective

access within PGW.

☐ PGW Restricted Document is considered highly sensitive, and has restricted

access within PGW.

☐ Limited External Document may also be released to selected external parties.

Revision History

Date Version Author Change Description

04/04/2014 1.0 Vernita Hall Initial draft.

06/16/2014 1.0 Vernita Hall Publication.

08/18/2014 1.1 Vernita Hall Additional requirements.


11/04/2014 1.3 Vernita Hall Minor edits.

11/19/2014 1.4 Vernita Hall Minor edits.


12/09/2014 Publication.

05/14/15 1.6 Chanel Broadus Minor edits.

10/20/15 1.6.A Chanel Broadus Consolidate and edit

06/10/16 1.6.B Chanel Broadus Requirements updates

07/22/16 2.0 Chanel Broadus Published.

08/12/16 2.0 Michael DeSimone Edits; Finalization.

Adjunct

Philadelphia Gas Works Page iv File Name: CRP Application Automation Requirements_Final.docx Version: 2.0

Ownership

The business owner(s) of this document:

Business Area: Customer Affairs Workgroup/Team: Regulatory Compliance Program: Customer Responsibility Program (CRP)

Approvals

Please review and acknowledge your acceptance of this document by completing a row in the table below. Your signature indicates agreement with the information contained within this publication.

Title Printed Name Signature Date

VP, Regulatory Compliance &

Customer Programs Denise Adamucci

VP & CIO, Information Systems

Frank Weigert

Director, Regulatory Compliance

Tyra Jackson

Director, Technical Strategy & Support

Joseph Szlanic

Conventions

Field and screen names, table column headers, and links are italicized. For example: Enter user name in the Name field.

User-required operations (that is, commands, menu selections, or responses to be typed by the user) are in bold type.

Menu paths are separated by “ —> ” (emdash and chevron). For example: Select Start —> PGW Programs —> TLM —> TLM Webclient

Adjunct

Philadelphia Gas Works Page v File Name: CRP Application Automation Requirements_Final.docx Version: 2.0

References

Information Services. 2013-2017 Philadelphia Gas Works Business Plan. March 2012.

The Institute of Electrical and Electronics Engineers. IEEE Std. 830-1998: IEEE Recommended Practice for Software Requirements Specifications. June 25, 1998.

“PGW’s Customer Responsibility Program (CRP).” http://www.pgworks.com/files/ pdfs/CRP_Eligibility_March2014.pdf.

Project Management Institute (PMI). A Guide to the Project Management Book of Knowledge (PMBOK Guide), Fourth Edition. Newtown Square, PA: PMI, 2008.

Table of Contents

Philadelphia Gas Works Page 1 File Name: CRP Application Automation Requirements_Final.docx Version: 2.0

Table of Contents

Adjunct ...................................................................................................... ii

Table of Contents ..................................................................................... 1

About This Guide ...................................................................................... 3

1 Introduction ......................................................................................... 6

Document Overview ........................................................................................... 6 1.1

Summary of Project Scope ................................................................................ 6 1.2

The CRP Application Process ............................................................................ 7 1.3

DO and USD Roles .......................................................................................... 12 1.4

2 The Proposed Project ....................................................................... 14

Business Objectives ......................................................................................... 14 2.1

Capacity ........................................................................................................... 16 2.2

Access ............................................................................................................. 16 2.3

Interface Capabilities ........................................................................................ 18 2.4

Constraints ....................................................................................................... 19 2.5

Special Features .............................................................................................. 19 2.6

Alignment with Enterprise Objectives ............................................................... 19 2.7

Create Value for the Customer ......................................................................... 20 2.8

3 Requirements: The Solution ............................................................ 21

Improve Performance ....................................................................................... 21 3.1

Traceability ....................................................................................................... 21 3.2

Proposed Workflow Table ................................................................................ 22 3.3

Requirement Priority ........................................................................................ 24 3.4

General ............................................................................................................ 25 3.5

USD & DO Internal Screen .............................................................................. 27 3.6

Security ............................................................................................................ 34 3.7

Signatures ........................................................................................................ 35 3.8

Assignment of Work ......................................................................................... 37 3.9

Quality Assurance ......................................................................................... 38 3.10

Interfaces ...................................................................................................... 38 3.11

Customer Correspondence ........................................................................... 39 3.12

Electronic Notification ................................................................................... 41 3.13

The Online CRP Application Form ................................................................ 42 3.14

Table of Contents


Application Status ......................................................................................... 65 3.15

Reports ......................................................................................................... 68 3.16

Tracking Employee Time .............................................................................. 68 3.17

4 Requirements: Implementation ....................................................... 69

PGW Main Website .......................................................................................... 69 4.1

Training ............................................................................................................ 69 4.2

Auditing ............................................................................................................ 70 4.3

Appendix I: Screen Mock-ups ................................................................ 71

Appendix II: Images ................................................................................ 85

Appendix III: Diagrams ........................................................................... 86

About This Guide


About This Guide

List of Illustrations

Figure 1.1. Process Map - CRP Application .................................................................... 7

Figure 1.2. CRP Application Form ................................................................................... 9

Figure 3.1: Home Screen .............................................................................................. 43

Figure 3.3: Household Info ............................................................................................ 46

Figure 3.5: Additional Financial Info .............................................................................. 49

Figure 3.6: Additional Financial Assistance Affidavit ..................................................... 50

Figure 3.4: Statement of No Financial or Financial Support Screen .............................. 51

Figure 3.7: Other Assistance ......................................................................................... 53

Figure 3.8: Income Attachments ................................................................................... 55

Figure 3.9: Attachments – Documentation Note ............................................................ 56

Figure 3.11: Attachments Screen .................................................................................. 61

Figure 3.12: Confirmation Screen ................................................................................. 63

Figure 3.13 Customer Status ........................................................................................ 64

AI.1. Home (English) ..................................................................................................... 71

AI.2. Home (Spanish) .................................................................................................... 72

AI.3. Customer Info ....................................................................................................... 73

AI.5. Statement of No Income or Financial Support ...................................................... 75

AI.6. Income Attachments ............................................................................................. 76

AI.7. Additional Financial Info ........................................................................................ 77

AI.8. Other Assistance ................................................................................................... 78

AI.9. Income Attachments ............................................................................................. 79

AI.10. Additional Information ......................................................................................... 80

About This Guide


AI.11. Agreements......................................................................................................... 81

AI.12. Confirmation........................................................................................................ 82

AI.13. Application Status ............................................................................................... 83

AI.14. Help .................................................................................................................... 84

AII.1. PGW Logo ........................................................................................................... 85

AII.2. Help Icon .............................................................................................................. 85

AII.3. Status Bar Stages ................................................................................................ 85

AIII.1. Status Flow ......................................................................................................... 86

List of Tables

Table 2.1. Access within ACRPA ................................................................................. 17

Table 3.1. Requirement Rankings ................................................................................. 24

About This Guide


Definition of Terms

Terms, acronyms, and abbreviations referenced in this document are described below.

Term Definition

Application Package (Also application set) The CRP Application form, together with its supporting documents and any letters or emails forwarded by PGW to the applicant.

ACRPA

Automated CRP Application. The name used in this document to refer to the software application and document storage solution that will administer the online CRP application-related processes.

BCCS

Billing, Credit, and Collection system. The PGW customer billing system. The supporting software CIS Plus, designed for middle-and upper-tier gas, electric, and water utilities, was purchased from SPL WorldGroup in 1998.

CARES Customer Assistance Referral Evaluation program. Provides payment assistance to residential customers with special circumstances (that is, temporary hardships).

CRP Customer Responsibility Program. Offers a monthly discounted bill, based on household size and income eligibility.

DO District Office, also known as Customer Service Center

CSR Customer Service Rep. In the district offices, also called a District Office Rep, or DO Rep. In the Call Center, also known as a Call Center Rep.

IEE Institute of Electrical and Electronics Engineers.

Letter Processing System Vendor solution that handles the generation, printing, display, mailing, and archiving of all customer bills on behalf of PGW.

Requirement

A business need or want. “A condition or capability that must be met or possessed by a system, product, service, result, or component to satisfy a contract, standard, specification, or other formally imposed document. Requirements include the quantified and documented needs, wants, and expectations of the sponsor, customer, and other stakeholders.” (PMBOK Guide) Specifies an externally visible function or attribute of a system. (IEEE)

Rep Representative

Round Robin System for even distribution of work to the next available rep.

SRS

Software Requirements Specifications (per the IEEE standard). “A specification for a particular software product, program, or set of programs that performs certain functions in a specific environment.”

USD Universal Services Department, a section within PGW Customer Affairs.

1 Introduction


1 Introduction

Document Overview 1.1

This requirements document or software requirements specification (SRS) is organized into four sections.

Section 1 summarizes the project scope: the current, paper-based, CRP application process workflow; user characteristics; the numbering scheme assigned to each requirement for traceability purposes; and the conventions for ranking requirements according to priority.

Section 2 explains the functionality envisioned for ACRPA, the proposed online Automated CRP Application process.

Section 3 details the specific requirements of the ACRPA proposal: functions, interfaces, data characteristics (including estimated storage capacity needs, retention policy, search expectations, and application response performance), security issues, reporting needs, and the anticipated support required (for example, staff training, documentation preparation, advertising) for successful implementation.

Section 4 addresses implementation considerations.

For any requirements deleted after the first approved version of this SRS, the requirements text in Section 3 will be replaced by “Deleted,” and the text will be moved to Appendix A1: Deleted Requirements.

Summary of Project Scope 1.2

The Regulatory Compliance section of Customer Affairs administers the Customer Responsibility Program (CRP). The present implementation is fully paper-based and manually intensive. The Director, Regulatory Compliance has targeted automating this process, including migration to an online application form, electronic upload of supporting documents, electronic customer signature, and accompanying instructional and training documentation.

This undertaking would be a standalone effort—that is, there are no direct dependencies on other projects or initiatives.

Regulatory Compliance rates the need for this project as: High Priority.

KEY POINT(S)

1 Introduction


The CRP Application Process 1.3

CRP application process flow is shown by the process map of Figure 1.1.

Figure 1.1. Process Map - CRP Application

*Figures with blue text represent tasks performed by a DO. Rep. Figures with green text represent tasks performed by a USD Rep.

1 Introduction


1.3.1 Submission of Materials

At present, a PGW customer who wishes to submit an application for the Customer Responsibility Program (CRP) executes the following steps:

1. Obtains an application form from one of the following sources:

A download and print from the Company’s main website.

A pickup at a District Office (DO)

A Call Center Representative creates a customer contact that is utilized by a daily batch program that sends the CRP applications through the letter processing system.

2. Fills out application form by doing one of the following:

By hand.

In a DO, a Customer Service Rep assists the customer with completing the form.

3. Signs and dates the application form.

4. Attaches all supporting confidential paper documentation listed below.

Government-issued photo id, such as a driver’s license.

Copies of social security cards.

Other residents of the dwelling may submit either copies of Social Security cards or other forms of personal identification, such as visa, school ID, and so forth.

Proof of income from the past thirty days (such as pay stubs) for all residents of the dwelling.

5. Submits the complete form to PGW by doing one of the following:

Mails the completed documents to PGW.

Delivers the completed documents to a DO.

Completes the form at the DO with or without CSR assistance.

A sample application form is shown in Figure 1.2.

NOTE

1 Introduction


Figure 1.2. CRP Application Form

1 Introduction


1.3.2 District Office Application Processing

If a customer elects to visit a Customer Service Center (district office), he or she may complete the application unassisted or they can seek assistance with a Customer Service Representative (CSR).

1. After the application is signed and completed, the CSR reviewer:

Totals all incomes for the household.

Performs fraud checks with external agencies.

Determines the eligibility of the applicant.

Determines if enrollment in CRP provides the most beneficial payment.

Verifies the completeness of the application materials.

Signs and dates the application form on the “PGW Representative” line.

2. Zero income applicants:

If the customer has no income or financial support s/he must complete the Zero Income packet in lieu of the standard CRP Application package.

The CSR provides the Zero Income Packet to the customer and instructs them to mail the packet directly to Universal Services. See Submission of Materials, Steps 2-5.

1.3.3 USD Application Review

If the customer sends the application by postal mail, the materials are delivered to the Universal Services Department (USD).

USD processes mail for CRP

USD also administers the CARES program, senior citizen discount, and grants.

1. USD Reps:

Open the mail

Distribute the applications among their reviewers, and

Check the documents for completeness and correctness.

A USD reviewer: Manually totals all incomes for the household,

performs fraud checks with external agencies,

1 Introduction


Determines the eligibility of the applicant.

Determines if enrollment in CRP provides the most beneficial payment.

2. If the USD needs additional property or customer information, the reviewer consults:

The Office of Property Assessment (OPA) website for property information

BCCS for customer information

3. PGW further reserves the right to export a secure Excel file requesting verification from additional City of Philadelphia or State of Pennsylvania agencies.

4. The USD Rep manually updates BCCS with data from the application process.

S/he signs and dates the application form on the “PGW Representative” line.

5. All applications, either received from the district offices, or processed by USD Reps, are subject to quality checks by USD Supervisors and/or the USD Manager.

6. No consumer credit checks are performed.

The applicants are already PGW customers.

1.3.4 Communication with Customers

1. Application is accepted or rejected:

Customers are notified of acceptance or rejection of their application through a template letter sent by postal mail by Representative or provide in person by the DO.

The Representative manually updates the BCCS system upon CRP application approval or rejection.

2. Application completion time with no errors or missing information:

The PGW Representative advises the customer that the

- CRP application process by postal mail may take from 2 – 4 weeks to complete; or

- CRP application process, by completing the application in the district office with a CSR representative, takes approximately 15 minutes.

1 Introduction


If there are errors or missing information see the section below.

1.3.5 Error Handling and Incomplete Applications

1. Application package is incomplete or contains errors:

PGW notifies the customer by sending a letter through postal mail.

The customer has 2 weeks to respond.

2. If the customer does not make needed corrections or supply missing information within 2 weeks:

PGW destroys any partial application materials received from the applicant.

The customer must reinitiate (start over) the application process.

3. If the information is received within two weeks:

The USD Rep checks the application for correctness.

The Rep advises the customer that the application has been accepted or rejected.

USD updates BCCS and signs off on the application.

1.3.6 Document Storage

1. USD boxes up all completed customer application materials and locks them in a cabinet.

2. Every month or every other month they are shipped to offsite document storage.

3. Documents must be retained for four years.

DO and USD Roles 1.4

4. The Customer Responsibility Program is administered by Reps in the Universal

This section applies to Universal Services only.

NOTE

1 Introduction


Services Department. USD is part of the Regulatory Compliance section of Customer Affairs.

5. Customer Service Center Reps are included in the staff pool that can complete CRP applications.

6. USD and DO staff as well as their Supervisors and Managers, would continue their present roles under an automated CRP application solution.

7. USD Reps are expected to process forty paper applications within an eight-hour period.

8. With regard to the CRP application process, Call Center Reps may field customer questions, determine eligibility, and send out blank application forms.

An online CRP Application form, together with its supporting documents and any letters or emails forwarded by PGW to the applicant, shall be referred to as an application package or set of materials.

NOTE

2 The Proposed Project



Business Objectives 2.1

The Regulatory Compliance section of Customer Affairs wants to automate and streamline the current manual CRP application process by reducing paper forms and postal mail delivery with:

An online form, which would be accessible to PGW customers from the Company’s main website at www.pgworks.com

Electronic communications between PGW and the CRP applicant

A secure electronic signature of the CRP Application form by the customer

Capture of documents using scans rather than photocopies

Minimal manual intervention throughout the process

2.1.1 Project Priorities

The following four ACRPA objectives have the highest priority:

Customer information confidentiality and security

Identity confirmation during electronic communications between PGW and the customer

Customer signature validation

Paper reduction (an audit recommendation)

This document will refer to the proposed, automated online solution as

ACRPA (Automated CRP Application).

NOTE



2.1.2 Form Submission Sources

ACRPA will process CRP application forms from three sources:

Postal, mailed in by the customer (a USD Rep will scan)

Electronic, submitted by the customer from home

Electronic, submitted by a DO Rep assisting a customer

o All hard copies brought in by a customer will be scanned in by the USD rep and the originals will be returned to the customer.

2.1.3 Document Submission Sources

ACRPA will process supporting documentation from four sources:

Postal, mailed in by the customer (a USD Rep will scan)

Scan or take a photo using a computer, smartphone, or tablet, uploaded by the customer

Electronic, scanned by a DO Rep assisting a customer

2.1.4 Targets for Automation

The following processes are targeted for automation:

1. Calculating household income totals by hand on the CRP application form

2. Populating selected CRP application form fields from BCCS

3. Automatically updating BCCS with CRP application information

4. For balanced distribution of work, round-robin assignment to USD Reps of application packages for processing

5. Generating customer letters

6. Extracting and forwarding a single daily batch of letters to customers to the letter processing system for mail preparation and shipment

7. Notifying customers about CRP application receipt, acceptance, rejection, or errors

8. Suspend recertification path in BCCS once an application is entered and in the Assigned status.



9. Staff productivity recordkeeping

10. Quality Assurance-related functions, such as:

Selecting and manually checking a random ten percent (or some other Administrator-configured value) of completed CRP applications

Recording and retaining reviewer comments from the reviewer

Calculating QA review time for an application

11. Fraud detection features (for example, the same Social Security Number appears on multiple applications)

12. Error detection and logging (for example, BCCS inconsistencies or duplicate CRP application form submissions)

Capacity 2.2

At present approximately 51,000 households participate in the Customer Responsibility Program. Customers must recertify (re-apply) yearly (or every other year, if a LIHEAP grant is received). Zero Income customers must recertify every six months.

However, current enrollment is low—a more typical number in previous years has been 80,000. Customer Affairs is planning a ramp-up to increase the number of participants.

For storage planning purposes, it will be assumed that each year 140,000 applications must be stored online. As four years of processed and approved data must be retained, the capacity of the designed system should then provide space for approximately five hundred sixty thousand applications.

Letters sent to a customer should be retained with that customer’s application package materials and available for subsequent retrieval (or regeneration) by a PGW Rep.

Access 2.3

Permissions for ACRPA should be granted to Universal Services and District Office staff according to the access levels in Table 2.1 below.

Higher reporting levels in the employee hierarchy should also be granted the same or higher access authority as their subordinates.



Table 2.1. Access within ACRPA

Staff Title

Access Description

Universal Services

Representative

View, process, and search his/her own queue of assigned packages.

Edit assigned incomplete applications.

Access incomplete applications in order to upload requested documents

Upload docs to ACRPA.

Supervisor

Full view, process, and search in ACRPA.

Manually assign applications to USD Reps.

Re-assign applications to a different USD Rep.

Edit incomplete applications.

Delete incomplete applications.

Edit completed applications (for quality checks).

No deletion of completed applications.

Administer the QA Reviewer queue.

Upload docs to ACRPA.

Administer error and activity logs, and delete contents.

Run reports.

Change configurable system variables.

Manager Same as USD Supervisor

Customer Service Centers

Representative

Does not have a queue of assigned work. Can have work assigned to them if entered by USD manager or supervisor.

Process a single application package.

Upload docs to ACRPA, and transmit application packages to USD.

Edit an application form.

Access incomplete applications in order to upload requested documents

Supervisor Same as DO Rep.

Manager Same as DO Rep.

Information Services

Technical Support

Clear, delete, and re-create activity and error logs.

Run reports.




Interface Capabilities 2.4

2.4.1 BCCS

Once a customer account number is entered into an online CRP Application form, the following form fields should be automatically populated from customer information stored in BCCS:

Customer name

Address

ZIP Code

Phone number

CRP Status (New or Recertification)

2.4.2 Letter Processing

Each form letter sent to a customer should be stored with the package of his/her application materials.

Template-based letters are to be automatically generated and compiled into a single batch for each day’s processing. The day’s batch of correspondence should be forwarded to the letter processing system for letter printing, preparation, and mailing.

Tallies of letters processed by the letter processing system on behalf of ACRPA should coincide with counts tabulated by internal ACRPA process controls.

2.4.3 Smart Phones/Tablets

Customers should be able to leverage smart phone and tablet technology, as well as conventional scanning, to upload supporting documents as part of their application package materials.

Customers should be able to receive text notifications regarding the status of their application. Opt-in and cell phone number verification is required. A cell phone number field should be included in the profile section of the solution.

2.4.4 Email

Electronic communication from PGW will be a customer-selectable option. Consent must be given and verification must be received to activate notifications/communications via email. Email notifications will direct a customer to log



in to their account to retrieve updates about their application status.

Constraints 2.5

Mailed-in CRP application materials, as well as the scanning of mailed forms, must remain an option indefinitely, especially for senior citizen and low income customers. RFP vendors should have the ability to also propose an additional hybrid solution consisting of online form completion with customer mailed-in documentation. The customer must forward all materials via the same medium, either paper-based or electronic upload unless notified by the company that additional documentation is required and their application is in the Incomplete status.

For information security and customer privacy, scanned CRP application documents and forms must be directly forwarded to the ACRPA document repository and not deposited into the PGW corporate mail system.

Special Features 2.6

A secure mechanism is required for customers to electronically sign and date the CRP Application form.

Upload or completion (i.e., the first time that the Status Code changes to Accepted or Rejected) of electronic application packages by DO or USD Reps, or quality checks by USD Supervisors/Managers, should automatically stamp the materials with completing PGW Rep or QA Reviewer’s name and the time and date the action was performed.

For applications marked Incomplete, the wait time for customers to provide missing materials should be deducted from the time calculated for PGW Reps to process applications. This can be accomplished by not timing productivity while in the Incomplete status.

Alignment with Enterprise Objectives 2.7

Automation of the CRP application process aligns with multiple strategic enterprise objectives, as discussed below.



2.7.1 Manage to Acceptable Risk

Large volumes of paper CRP applications and their supporting attachments, which contain confidential customer information, are housed on PGW premises until the as needed document shipment to the offsite document storage facility.

Documents are handled by multiple persons at a number of locations, and shipped via inter-office mail. Even when the papers are stored in a locked cabinet, unmonitored retrieval, viewing, copying, removal, and/or destruction of the records could occur without detection.

Create Value for the Customer 2.8

Customers would benefit from the option of completing an application form and scanning documents in the comfort, convenience, and security of their own homes. The time interval between initial application and enrollment in the program would likely decrease.

2.8.1 Manage Social Responsibilities

PGW targets paperless business solutions where feasible.

2.8.2 Communications

Online communications between PGW and the customer would eliminate several points of delay in the application process that currently rely on letters and postal mail. More frequent contacts and updates could therefore be introduced without slowing the application process.

3 Requirements: The Implementation


3 Requirements: The Solution

Improve Performance 3.1

Currently customers are advised that CRP application processing can take from two to four weeks. It is anticipated that online transmission and re-sends of application materials would, at a minimum, eliminate delays due to postal mail.

Traceability 3.2

To facilitate forward and backward traceability, each requirement is assigned a unique identifier (for example, 3.2.4.1) that will remain with the requirement throughout the life of the project. To maintain these unique identifiers, requirements are added and deleted as follows:

Added Requirements.

Any requirement added after the first approved version of the SRS is inserted at the end of the appropriate section.

A version indicator, “[vX.X],” appears after the requirement to identify the document version in which the requirement was added.

Deleted Requirements.

For any requirement deleted after the first approved version of the SRS, the requirement text is replaced by “deleted” and then moved to Appendix A1. Deleted Requirements.

The unique identifier remains attached to the deleted requirement.



Proposed Workflow Table 3.3

Req.

Number Requirement

3.3.1

The CRP form will be made available to customers via the following:

Online download and print

Hardcopy pick-up at DO

Mail sent by Call Center Rep or IVR

Online application via a DO kiosk

Electronically via an external screen

3.3.2 An application is completed via the following:

Online

With a DO Rep

DO Kiosk

Manually filling out the paper application

3.3.3 Customer submits application via:

Online

Mail in hard copy to USD

In person at DO (DO processing)

Online via kiosk

3.3.4 Hardcopy forms must be signed and dated by the customer. Customers will

confirm their agreement to the terms and affirm the truth of the information

given by selecting applicable checkboxes and submitting the application.

3.3.5 Paper forms shall be scanned and data manually entered into the system.

3.3.6 Customer must produce all of the following documentation when submitting

form:

Copies of social security card or other forms of personal identification

Proof of all income from the past 30 days for all residents in the

household.

3.3.7 DO Reps only for paper applications or DO processing -- DO reviewer

performs the following for the customer’s submitted application:

Enters incomes in household

Perform fraud check with internal sources and external agencies

Determines applicant eligibility

Verifies the receipt of all required documentation



Req.

Number Requirement

Verifies customer information using BCCS

Verifies form completeness

Sign and date (or provide electronic signature equivalent) application

on “PGW Representative” line

3.3.8 All other submitted applications (online, mailed, kiosk) -- USD shall

process all postal mailed CRP documentation arriving at PGW.

3.3.9 USD does the following:

Totals household income

Performs fraud check

Determines applicant eligibility

Verifies form completeness

Verifies the receipt of all required documentation

Verifies customer information using BCCS

3.3.10 If the Rep determines that the customer meets the “zero income” class, the

customer will be required to complete the Zero Income Packet. The packet

will be made available via CSR (via mail or at a DO) or online (printable

version or request for mailed version).

3.3.11 The ‘Zero income’ class customer should be directed to the Statement of

No Income or Financial Support screen.

3.3.12 CRP application should electronically integrate and update the CRP

information within BCCS.

3.3.13 The solution shall enable supervisors and users to distribute work, track and

modify individual productivity, and view worklists as appropriate.

The ACRPA solution shall automatically record the source, date/time and

associated details of all these entries into BCCS.

3.3.14 Supervisors shall have the ability to:

View their own worklists and the worklists of the CSRs they

supervise

View and edit departmental work as needed (see other sections as

appropriate)

Create, view, and edit reports (see Reports section)

Enter and remove users from work assignments and workflow

Assign and reassign work through the proposed solution (DO and

USD Reps)

Override work assignments made by the proposed solution



Req.

Number Requirement

Track response times (this is in the Reporting section of the

requirements)

Upload new work into the system for assignment

3.3.15 The round-robin task assignments shall be automatically assigned from the

oldest task to the newest task (supervisors shall be able to override as

needed)

3.3.16 The proposed solution shall provide the following for each user

Ability to click on and open assigned items

Electronic display all of the information required for the task to be

completed

3.3.17 If a customer is accepted into the CRP program, the CSR solution shall be

able to:

Send the acceptance letter/ email/text notification and other

appropriate correspondence to the customer

Update customer data and contact information in BCCS

Activate the agreement (if accepted)

Provide a time/date stamp and signature when all tasks are

completed

3.3.18 The proposed solution should suspend any active recertification path once

a complete application for recertification is received and is in the Assigned

status. The path should resume after the 21 day counter expires if the

application is placed in the Incomplete status and then deleted due to the

customer failing to submit the required paperwork.

Requirement Priority 3.4

Individual requirements are prioritized according to criticality using the scale below.

Table 3.1. Requirement Rankings

Code Priority Description

1 Mandatory

(Mand.)

Essential to the project. Must be implemented in an agreed-upon manner prior to release of the system.



2 Preferred

(Pref.)

Important to the project. Should be implemented if at all possible. The system is still acceptable even if these requirements are absent.

3 Optional

(Opt.)

Beneficial to the project, but not necessary for its successful implementation.

The requirement is negotiable based on timeline, scope, risk, and resource availability.

General 3.5

Req.

Number Requirement Priority

3.5.1 The solution(s) shall have a workflow capability feature. M

3.5.2 The solution(s) shall have either an email capability or be able to interface with the PGW corporate email system to transmit electronic messages to customers.

M

3.5.3 The solution(s) shall have the capability to attach, to the same set of application materials, documents that may be sent/received at different times and on different days.

M

3.5.4 IS shall size the storage needs to hold four years’ worth of accepted and rejected online CRP Application forms with typical attachments and letters of correspondence.

M

3.5.5 The solution(s) shall respond to a retrieval request of a set of application materials instantaneously.

M

3.5.6 IS shall select an appropriate technological solution to reliably back up and recover the online CRP Application forms repository and contents within twenty-four hours of currency

M

3.5.7 The system will automatically delete a package once it reaches four years from the Accept or Reject date.

M

3.5.8 The ACRPA solution shall afford searches on the following fields:

M

3.5.8.1 Customer Name M

3.5.8.2 Premise Address M

3.5.8.3 ZIP Code M

3.5.8.4 Account Number M



Req.


3.5.8.5 Social Security Number M

3.5.8.6 Primary Phone M

3.5.8.7 Name of Rep who processes the application M

3.5.8.8 Date signed by PGW Rep M

3.5.8.9 QA Reviewer Name M

3.5.8.10 Status Code (Submitted, Assigned, Incomplete, Accepted or Rejected)

M

3.5.8.11 Zero Income Flag M

3.5.8.12 Income Support Flag M

3.5.8.13 Agreement Type M

3.5.8.14 Application Type (New or Recertification) M

3.5.8.15 Date Completed (MM/DD/YYYY to MM/DD/YYYY) M

3.5.8.16 Flagged for QA Review M

3.5.8.17 Date submitted by customer M

3.5.8.18 Date of QA Review M

3.5.8.19 Processing Start Date M

3.5.8.20 Processing End Date M

3.5.8.21 Source of Income M

3.5.8.22 Source of income submission type (mail, web, DO) M

3.5.9 The ACRPA solution shall automatically record: M

3.5.9.1 The name of the DO Rep and USD Rep who uploads an application package, with a time/date stamp. Also the system should record the source.

M

3.5.9.2 The name of the USD Supervisor or Manager who quality checks an application, with a time/date stamp.

M

3.5.9.3 The time/date when a PGW Rep begins work on an application package, and completes work by changing the Status Code to Accepted or Rejected.

M

3.5.9.4 The date that the application package was received by PGW as well as when the application was entered in the system

M

3.5.9.5 Audit trail for who accessed application (Name, date, time)

3.5.9.6 Audit trail for who modified an application (Name, date, time)



Req.


3.5.9.7

The ACRPA solution shall automatically delete any application whose Status Code is Incomplete for more than twenty-one days (that is, on the beginning of day 21). However, the USD admins should have the capability to query the number of incomplete applications.

M

3.5.9.8

The ACRPA solution shall automatically pause time to complete applications by PGW Reps, or quality reviews by USD Supervisors/ Managers, any time during which the application is in Incomplete status. The time will resume once the additional customer information is received thereby reinitiating the application process.

M

USD & DO Internal Screen 3.6

Req.


3.6.1 Applications received via mail in USD or taken into a DO will be scanned into the system.

3.6.2 Applications received via mail in USD or taken into a DO should be attached to the customer’s account in the solution as a new case or to a pending case.

3.6.3 A customer’s account is verified by looking up the account number or social security number in the solution which will integrate with BCCS.

3.6.4

Once the customer’s account is identified, the main screen is prepopulated with the following details from BCCS:

Date

Customer name

Address

Account number

Rate Class (only residential, but excluding GSRT)

Total account balance

Actual Suggested Budget (ASB)

CRP cure amount

Any LF, RE and RI monies (if currently enrolled)

Application type (New or Recert)

M



Req.


3.6.5

CSR will add the details for all the remaining application fields:

Household Member Name (should be listed as Household Member 1, Household Member 2, etc.)*

*Additional people will be added by selecting a plus sign to create a new row. This can be done up to 20 times.

Household Member DOB

Age (automatically populated field based on Household Member DOB field at the time of application)

Relationship (drop-down)

Pick Values Select One (default) Aunt Brother Child Father Grandfather Grandmother Mother Spouse Other – Relative Other – Non Relative Self Sister Uncle

Income (Y/N)

Pick values

Yes

No

Income Source (drop-down)

Pick values

Additional Financial Assistance

Alimony

Child Support

Disability

Employment

Foster Care

Other



Req.


Pension

Public Assistance

Rental Income

Social Security

Unemployment

Document Type Pick Values Pay stubs

o Current (received within the last 30 days) o Pay stubs that show pension income o Worker’s compensation pay stubs o Short and/or long-term disability pay stubs

SSA Letter o Social Security benefits statement o Annual award letter o Annual tax form

Bank Statement o Bank statement that show pension income o Bank statement that show monthly deposit

DHS Award Letter/Compass Printout Unemployment Benefit Statement Self-employed document

o Federal tax return o Most recent quarterly tax statement submitted to

the Philadelphia Revenue Department Additional Financial Assistance Affidavit Court-order of child support received on behalf of a child Court-order of alimony Foster care support payments Rental income document

o Prior year Federal tax return o Most recent mortgage statement o Document showing ownership of the property o A copy of the lease with your tenant o Rental receipt

3.6.6

Applications received via the web or kiosk will already be entered by the customer. When submitted and assigned in the system, the CSR internal screen will be prepopulated with the following details from the customer’s application:

Date

Customer name



Req.


Address

Account number

Household Members’ Names

Household Members’ Ages

ID Types

Household Members’ Identification Numbers

Social Security Numbers (encrypt first 5, show last 4)

Passport Number

Driver’s License Number

H1B Visa Number

School ID

Attachments

Additional Information

3.6.7

For all methods of application processing, the main screen in the solution will be prepopulated with the following details from BCCS:

Rate Class (only residential shall be allowed, but excluding GSRT)

Total account balance

Actual Suggested Budget (ASB)

CRP cure amount

Any LF, RE and RI monies (if currently enrolled)

Application type (New or Recert)

3.6.8 Manager/supervisor in USD should have the ability to sort, add, or remove sources of income.

M

3.6.9

Only one income should be reported per row. Each row should consist of the following in the stated order:

Name (select from drop-down, pick values are determined by previously entered household members)

Income Source

Document Type

Monthly Gross Income Amount

M

3.6.10 To add an additional income reporting row, the CSR must click Add Income.

M

3.6.11 Up to 20 rows can be added, but rows can only be added one at M



Req.


a time with the preceding row being completed.

3.6.12 Duplicate details will prompt a warning pop-up to appear warning of a duplicate entry and asking for confirmation to add the existing row.

M

3.6.13 A row can be deleted by selecting Remove. M

3.6.14 Total household income will be calculated systematically. M

3.6.15 The system will determine the application type (New or Recertification) based on the current CRP status listed in BCCS.

M

3.6.16 New: Any status that is not active or defaulted.

3.6.17 Recertification: Any account that has an active or defaulted CRP agreement.

3.6.18 Application will be marked complete when the CSR selects either the Accepted or Rejected buttons.

3.6.19 A pop-up box will appear and request the CSR to confirm their selection.

M

3.6.20 An Accepted status will initiate the interface to create the CRP agreement and store a contact in BCCS along with a time and date stamp and the name of the CSR.

M

3.6.21 The solution will also prompt the necessary letter, text or email notification to the customer informing them of their enrollment.

3.6.22 A Rejected status will initiate the interface to create a contact in BCCS indicating the reject reason along with a time and date stamp and the name of the CSR.

3.6.23 The CSR should be able to add comments/findings before submitting the application form.

3.6.24 The solution should be able to monitor/track the processing time of each CSR working on the application. There should be an internal indicator.

M

3.6.25 The solution should be able to track how many applications are approaching the due date in the Assigned status and how many application forms are past due.

M

3.6.26

The solution should notify the USD CSR and USD admin if the application is 5 calendar days from the response due date. The due date is 14 days (or other configurable date) from the submitted date.

3.6.27 Manager/supervisor should have the ability to sort, add, or



Req.


delete relationship options.

3.6.28 System will perform an analysis of comparing the customer’s CRP amount to the customer’s payment arrangement/budget amount to provide the most beneficial payment.

M

3.6.29 If application is incomplete (missing information or required documents), the rep will mark the application as Incomplete.

M

3.6.30 Once the application is in the Incomplete status, a notification (text, letter or email) is sent to the customer informing them of what is needed to complete the application process.

3.6.31 An application has an incomplete pending status will expire after 21 days. On screen language will specify 14 days.

M

3.6.32 Missing documentation for an application with an Incomplete status can be uploaded online, sent via postal mail, or taken to a DO.

M

3.6.33 Missing documentation for an application with an Incomplete status can be uploaded by the customer via the solution. The customer should select the Upload Documents option.

M

3.6.34 When the customer has finished uploading all the missing documents, he/she should click the Submit button.

M

3.6.35 Clicking Submit will change the application status from Incomplete to Assigned.

M

3.6.36

When the application status has changed from Incomplete to Assigned, the CSR’s supervisor and the CSR will receive a notification and the application is automatically placed back into the worker’s worklist. The CSR will have 5 days (or other configurable date) to complete the Incomplete application.

M

3.6.37 The CSR confirms that all the documents have been received. M

3.6.38 If the customer has submitted all the required documentation, the CSR will proceed with processing the application.

M

3.6.39 If the customer did not submit all of the required documentation, then the application is marked as Rejected.

M

3.6.40 If the application is marked as Rejected, a letter will be sent to the customer and they will have to reinitiate the process with a new application.

M

3.6.41 Missing documentation with an Incomplete status can be mailed. The CSR will scan the documents and attach them to the customer’s application packet.

M



Req.


3.6.42

Missing documentation for an application with an Incomplete status can be taken to the DO. The CSR will scan the documents and attach them to the customer’s application packet.

M

3.6.43 Customers who mail applications can still track the status of their application via the solution.

M

3.6.44

Customers who mail applications can still opt to receive application status update notifications via email and/or text messaging provided they have taken the necessary and required steps to receive such notifications.

M

3.6.45

If an Additional Financial Assistance Affidavit needs to be completed because the customer receives income from a person/person(s) outside the home, the Additional Financial Assistance Affidavit will be made available to them online or on the CRP application.

M

3.6.46.

When the customer completes an Additional Financial Affidavit form, it can be uploaded via the solution, mailed, or taken to a DO. If mailed or taken to a DO, the CSR will attach the affidavit to the application.

M

3.6.47 Submission of the affidavit will abide by all the rules of submitting additional documents.

M



Security 3.7

Req. Number

Requirement Priority

3.7.1 The solution(s) shall have the capability to define at least 4 (four) security levels of user access to functions and application materials within the repository.

M

3.7.1.2 DO Users

DO Reps; DO Supervisors; Manager, District Offices

Have no queue of work; process one package only at a time.

Scan, upload, process, print, transmit application forms, and supporting documents.

Edit application forms.

M

3.7.1.3 USD Users

USD Reps; USD Supervisor; Manager, Universal Services

Have a queue of work; process one package only at a time.

Scan, upload, process, print, transmit application forms, and supporting documents.

Edit application forms.

M

3.7.1.4 Administrators

Universal Services Supervisor and Manager

Director, Regulatory Compliance

Access and search of all packages and queues, including QA.

Scan, upload, process, print application forms and supporting documents.

Edit and delete incomplete application forms.

Run reports.

Clear activity and error logs.


Can assign work to USD and DO users.

M

3.7.1.5 System Administrators

IS Tech Support staff

Special Projects staff

Purge completed applications.

Run reports.

Clear, delete, and re-create activity and error logs.

Change configurable system variables

M

3.7.2 For information security and customer privacy reasons, the M



Req. Number


solution(s) shall deposit documents scanned as part of the application package directly into a secure repository and not into the PGW corporate email system.

3.7.3 For fraud detection purposes, the solution(s) shall identify whether any of the following that has been entered on a CRP Application form or in a Zero Income packet may have also been entered on any other form(s) within the last two years within the repository, regardless of Status Code:

Street Address

Social Security Number

Name of a household member

Name of a person providing financial assistance

Name of customer

Address of a person providing financial assistance

Variables must match one of the following scenarios:

Name + Address

Name + Date of Birth

Social Security Number

M

3.7.4 Any packet identified by 3.8.3 shall be flagged, but processing of the application shall continue. Once flagged, the system will not allow the CRP agreement to become active in BCCS until the USD Admin has cleared the flag. If the application is rejected by the CSR processing the application, the flag will be removed.

M

Signatures 3.8

Req. Number


3.8.1 Customer Affairs shall select an appropriate technological solution with which to implement secure electronic customer acknowledgements that agree to the terms and conditions via a consent check box (with time/date stamp) for the online CRP Application form for home use by the customer.

M

3.8.2 Customer Affairs shall select an appropriate technological solution with which to implement secure electronic customer acknowledgements that agree to the terms and conditions via a consent check box (with time/date stamp) for the online CRP Application form for use by PGW representatives in the

M



Req. Number


Customer Service Centers.

3.8.3 The solution(s) shall have the capability for a USD Supervisor/Manager to automatically “sign” and date the application package as a QA Reviewer, in order to perform quality checks of applications.

M



Assignment of Work 3.9

Req. Number


3.9.1 The solution(s) shall have the capability for the USD Supervisor/Manager to maintain a real-time schedule of USD Reps available for work assignment.

M

3.9.2 USD Admins should be able to enter and remove users from the schedule

M

3.9.3 The solution(s) shall have the capability to automatically distribute the assignment of work to USD Reps in a balanced fashion, using a round-robin (system for evenly distributing work to the next available representative) approach.

M

3.9.4 Automatic assignments should consider the order in which a task was received, from the oldest to the newest.

M

3.9.5 The solution(s) shall have the capability for the USD Supervisor/Manager to override system-generated assignments of work with manual reassignments. The USD Manager/Supervisor can assign work to both USD and DO users.

M

3.9.6 Supervisors/managers should be able see assignments for CSRs they supervise, but CSRs can see only their own assignments.

M

3.9.7 Solution should be able to display tasks in order that they come into the system, from the oldest to the newest

M

3.9.8 A minimum of one document must be attached to an online application before it can be assigned to a CSR.

M



Quality Assurance 3.10

Req. Number


3.10.1 The ACRPA solution shall have the capability to route every (the default is 50) newly-completed application package (that is, a Status Code of Accepted or Rejected is recorded) to a separate queue, for quality review by the USD Supervisor/Manager.

M

3.10.1.1 The ACRPA solution shall permit the capability of an Administrator to manually configure and change the percentage of applications that are automatically routed to the quality review queue.

M

3.10.2 The ACRPA solution shall permit the capability of a USD Supervisor/Manager to manually mark an application package or the work of a specific PGW CSR for quality review. The selection process is outside of the automatic selection.

M

3.10.3 Provision shall be made for the recording of findings by the QA Reviewer, which shall include, but not be limited to, the following:

Identification of the QA Reviewer

Dropbox

- No corrective action

- Corrections required

- Remediation applied

Free-form comments about required corrections

“Free-form comments of any preventive measures instituted to avoid recurrence (ex. training, coaching)

A QA Complete flag

Date/time the QA review was completed

M

3.10.4 The ACRPA solution shall automatically record the time/date when a QA Reviewer begins review of an application package, and completes work by setting on the QA Complete flag.

M

Interfaces 3.11

Req. Number


3.11.1 The solution(s) should have the capability to interface with the BCCS system, based on a query by customer account number, in order to auto populate selected fields in the CRP Application

M



Req. Number


form.

3.11.2 The solution(s) should have the capability to interface with the letter processing system, in order to automatically process CRP application-related postal letters to customers.

M

3.11.3 The solution(s) should have the capability to interface with smart phone apps/tablets, in order to upload supporting documents and complete the CRP application package from beginning to end.

M

3.11.4 The solution(s), if not equipped with its/their own email feature, should have the capability to interface with the PGW corporate email system, in order to deliver CRP application-related electronic correspondence to customers.

M

3.11.5 There should be a tie-on between BCCS and the solution so that information is automatically populated in BCCS eliminating the need for the CSR to store data in both places.

M

3.11.6 The solution should be able to interface with text communication. M

Customer Correspondence 3.12

Req. Number


3.12.1 The ACRPA solution shall query the customer as to his/her preferred method of receiving CRP application- related communications from PGW (via email or postal letter), and store the preference selection as part of the application package.

M

3.12.2 As part of the package of submitted materials, the solution(s) shall have the capability to also store any correspondence (emails and letters) forwarded to an applicant as part of the application process.

M

3.12.3 Any correspondence forwarded to a customer as part of the CRP application process shall be readily retrievable upon request by a PGW Rep.

M

3.12.4 The solution(s) shall require certification (confirmation) by the DO/USD Rep as to the correctness of the correspondence prior to its transmission to the customer.

M

3.12.5 Customer correspondence prepared within USD, whether sent via electronic or postal mail, shall use one (or more) of at least seven “mailed out” template letter formats.

M



Req. Number


3.12.6 The solution should have the ability to add, modify, or delete customer correspondence.

M

3.12.7

For customers who have elected postal correspondence, the solution(s) should have the capability to create a single daily file of letters (or letter-generating metadata) to be forwarded to the letter processing system, in order to automatically generate, print, and mail customer letters.

M

3.12.8

Customer correspondence prepared within the DOs, whether handed in person to the customer as a paper document or sent as electronic mail, shall use one (or more) of at least seven “face-to-face” template letter formats.

M

3.12.9

Since letters created by DO Reps are handed directly to the customer, these letters shall not be included in the daily batch of letters to be forwarded to the letter processing system for processing. The DO Reps should be able to generate letters within the solution.

M

3.12.10 Letters created by the DO Reps should be archived and able to be retrieved in the USD database system for the predefined archival term of four years.

M

3.12.11 Correspondence that informs a customer of the rejection of his/her CRP application shall include a Reject Reason Code to explain the denial.

M

3.12.12

Customers who provide PGW with a valid email account should be sent an automatic confirmation email from PGW upon the Company’s receipt of an electronic CRP Application form or uploaded supporting document.

M

3.12.13

Customers who provide PGW with a valid email account may be sent a pre-formatted, error notification email from PGW if a reviewer identifies problems with the application that require a customer response.

M



Req. Number


3.12.14

Customers who provide PGW with a valid email account or consent to text notification may be sent three automatic reminder emails/texts —at sixty days, thirty days, and fourteen days, in advance of expiration, based on their application acceptance date —of the need to renew their CRP application.

M

3.12.15 An error message will go to USD Admins if emailed customer correspondence is undeliverable.

M

3.12.16 If customer correspondence is undeliverable, it will be automatically sent via postal mail.

M

3.12.17 If a customer email address is undeliverable, the email address is automatically removed from the system.

M

3.12.18 If a customer’s email address is undeliverable, they will need to update their email address via the profile screen of the solution.

M

3.12.18.1 When a customer’s email address has been updated/changed, they will need to reenroll the email address and complete the verification process in order to receive email notifications.

M

3.12.19 A letter will be automatically generated and sent to the customer informing them that their email address was undeliverable along with instructions on how to update the information.

Electronic Notification 3.13

Req. Number


3.13.1 A customer can opt-in to receive application status updates via text messaging.

M

3.13.2 Customers must add their cell phone number to the profile page of the solution to receive text messages.

M

3.13.2.1 The cell phone number must be verified and PGW must receive specific consent from the customer to send notifications.

M

3.13.2.2 If messages to the cell phone number become undeliverable, the customer will need to update the phone number via the profile page of the solution.

M

3.13.2.3 Any updates or changes to a customer’s cell phone number will require them to opt-in the new number and complete the verification process again.

M



Req. Number


3.13.3 Customers must add their email address to their profile page of the solution to receive email messages.

M

3.13.3.1 The email address must be verified via a confirmation link sent to the subscriber’s email address.

M

3.13.3.2 If messages to the email address on file become undeliverable, the communication will be sent via postal mail, and the customer will need to update the email address via the profile page of the solution.

M

3.13.3.3 Any updates to a customer’s email address will require them to opt-in the new email address and complete the verification process again.

M

3.13.4 Administrators should have the ability to send mass or segmented emails or text message reminders regarding the requirements outlined in the terms and conditions of the CRP Agreement (i.e. LIHEAP grants, etc.).

M

The Online CRP Application Form 3.14

Req. Number


3.14.1 Links to the online CRP Application form, instructions, and process should be accessible to PGW customers from the Company’s main website at www.pgworks.com.

M

3.14.2 IS shall create two mock-ups of an online CRP Application form, one in English and one in Spanish, using the existing paper form as a model, for the review and approval of the Director, Regulatory Compliance.

M

3.14.3 The online CRP application should be preceded by an introductory screen that provides the customer with information explaining what CRP is and how to qualify.

M

http://www.pgworks.com/



Req. Number


3.14.4 Application Screen 1 – Home M

Figure 3.1: Home Screen

3.14.4.1 Screen Text: “Welcome to the CRP online application. Using this application, customers will be given the opportunity to complete a new application or renewal application. Please make the appropriate selection below to proceed. If you speak Spanish, click here. What would you like to do? Radio Button Options: Option 1: I need to start a new application? Option 2: I need to finish an application I already started.”

M

3.14.4.1.1 Selecting Option 1 opens a new CRP application. M

3.14.4.1.2 Selecting Option 2 opens an application that was was started and saved by the applicant during a previsous session.

M

3.14.4.2 Selecting the Help icon ( )will open the Home help file. M

3.14.4.3 Clicking the Save button will activate the Next button.

3.14.4.4 Clicking the Next button will prompt the Customer Info screen to open.

M



Req. Number


3.14.5 Application Screen 2 – Customer Info

Figure 3.2: Customer Info

3.14.5.1 Screen Directions: Check the accuracy of the customer account information below. If any of the information is incorrect, call Customer Service at 215-235-1000 or visit one of our district offices. You may edit your cell phone number, work phone, home phone, or email address by clicking the Edit button, but you must call Customer Service to make changes to the remaining fields.

M

3.14.5.1.1 The words “district offices” will be linked to http://www.pgworks.com/residential/location. The page will open as a pop-up window.

M

3.14.5.2 Once the customer accesses the Customer Info screen, the following form fields should be automatically populated from customer information stored in BCCS:

Customer Status

M

http://www.pgworks.com/residential/location



Req. Number


Customer Account Number (12 characters)

Title

Customer name

Address

City

State

ZIP Code

Home Phone (editable)

Work Phone(editable)

CRP Status (New or Recertification)

Email Address (editable)

3.14.5.3 The following form field will be added, but is not currently stored in BCCS.

Cell Phone (editable) Email (editable)

M

3.14.5.4 The following form fields can be edited by the customer when they click the Edit button.

Home Phone Work Phone Cell Phone Email Address

M

3.14.5.5 The online form may provide for the designation of titles Mr., Ms., Mrs., Dr. separate from the Customer Name field.

M

3.14.5.6 If the customer determines information that cannot be edited is not accurate, the customer should be directed to call Customer Service.

M

3.14.5.7 Only the Home Phone, Work Phone, Cell Phone and Email Address fields can be edited by the customer when they click the Edit button. Customer changes to such fields should simultaneously update BCSS.

M

3.14.5.8 The customer should confirm the accuracy of the populated information by selecting the Agreement checkbox.

M

3.14.5.9 The Agreement checkbox will include the following statement or one similar in nature as determined by Legal: “By selecting this checkbox, you are confirming the accuracy of the customer information above. You further agree that you have been given the opportunity to edit the prepopulated details above by clicking the Edit button below. Any and all details included on this screen are presented as and considered to be accurate and true.”

M

3.14.5.10 Selecting the Agreement checkbox will disable the Cell Phone and Email Address fields.

M



Req. Number


3.14.5.11 Selecting the Agreement checkbox will enable the Save and Save & Exit buttons.

M

3.14.5.12 Clicking the Save & Exit button will save any entered data and close the application.

M

3.14.5.13 Clicking the Save button will activate the Next button. M

3.14.5.14 Clicking the Next button will prompt the Household Information screen to open.

M

3.14.5.15 Selecting the Help icon ( )will open the Customer Info help file. M

3.14.6 Application Screen 3 – Household Information M

Figure 3.3: Household Info

3.14.6.1 Customer enters information pertaining to self and each household members:

Last Name First Name Middle Initial Relationship

Pick Values Select One (default) Aunt

M



Req. Number


Brother Child Father Grandfather Grandmother Mother Other – Non Relative Other – Relative Self Sister Spouse Uncle

ID Type

ID Numbers (field entry format should adjust based on the ID Type selected in the ID Type field.

Social Security Numbers (encrypt first 5, show last 4)

Passport Number

Driver’s License Number

H1B Visa Number

School ID

Proof of ID (Attachment button)

Date of Birth (MM/DD/YYYY) Age (automatically calculated based on the entered birth

date) Income Type

Pick Values Yes No

3.14.6.2 Row 1 will prepopulate with the account holder’s First Name, Last Name, and Middle Initial. These fields will be disabled and cannot be edited.

M

3.14.6.3 Row 1 will prepopulate with the account holder’s Relationship equal to Self. This field will be disabled and cannot be edited.

M

3.14.6.4 The account holder’s social security number must match what is in BCCS. If the social security number does not match what’s in BCCS, the user will not be able to proceed and will receive a pop-up informing them that the numbers are not consistent and that proof is required.

M

3.14.6.5 Proof of ID must be uploaded via the Attach button of the Proof of ID field. Acceptable The Attach button should allow the user to access and upload a file from their drive. Acceptable file formats should include, but are not limited to .JPG, .PDF, and .PNG, or any

M



Req. Number


other file type that IS selects.

3.14.6.6 Once all mandatory fields have been completed, the Save and Save & Exit buttons will activate.

M

3.14.6.7 If the Save & Exit button is selected, the application will save and close. The applicant will have to login again to access the saved application.

M

3.14.6.8 If the Save button is clicked, the Next button will activate. M

3.14.6.9 If the customer selects No in the Income (Y/N) field for all members in the household, then clicking the Next button takes the customer to the Additional Financial Information screen.

M

3.14.6.10 If the customer indicates on the Additional Financial Information screen that someone outside of the home provides assistance, they will be required to complete the Additional Financial Assistance Affidavit and attach it to their application.

M

3.14.6.11 If they select that no external support is provided on the Additional Financial Information screen, then clicking the Next button will take the customer to the Statement of No Income or Financial Support screen.

3.14.6.12 The Back button will return the user to the previous screen. Entered data will only be saved if the user clicked Save.

M

3.14.6.13 Selecting the Help icon ( )will open the Household Info help file. M



3.14.7 Application Screen 4 – Additional Financial Assistance

M

Figure 3.5: Additional Financial Info

3.14.7.1 Screener Question: Customer is asked, “Do you or someone in your household receive financial assistance from someone not living in your home?”

M

3.14.7.2 If the customer selects the Yes radio button, the screen will expand and provide the following statement: “If someone not living in your home provides financial assistance to your or someone else in your home, they must complete the form below. Select the hyperlink and print the PDF. If you do not have Adobe, a free version can be downloaded from here. When the form is complete, upload it to the Income Attachments screen.”

M



Req. Number


3.14.7.3 If the customer selects the Yes radio button, the Additional Financial Assistance Affidavit will be provided via a hyperlink that opens a printable PDF.

M

Figure 3.6: Additional Financial Assistance Affidavit

3.14.7.3.1 If the applicant does not have Adobe Reader, they will be provided with a link which will point them to https://get.adobe.com/reader/, so they may download the application.

M

3.14.7.4 If the customer selects the No radio button, the Save and the Save & Exit buttons will activate.

M


M


3.14.7.7 Clicking the Next button takes the customer to the Other Assistance screen.

M

3.14.7.8 The Back button is always enabled and will return the user to the previous screen. Entered data will only be saved if the user

M

https://get.adobe.com/reader/



Req. Number


clicked Save.

3.14.7.9 Selecting the Help icon ( )will open the Other Assistance help file.

M

3.14.8 Application Screen 3.A - Statement of No Income or Financial Support

M

Figure 3.4: Statement of No Financial or Financial Support Screen

3.14.8.1 Screen Directions: “You have indicated that neither you, nor anyone in your household, has received any type of income, financial assistance, child support, or any other type of cash assistance within the last 30 days, other than SNAP benefits, a housing voucher, or a PHA utility payment. Please describe below how your household meets the basic needs of food, housing, and utilities each month.”

M

3.14.8.2 The screen will consist of three fields: Food Housing

M



Req. Number


Utilities

3.14.8.2.1 A maximum of 2,000 characters can be entered in each field. M

3.14.8.3 The customer should certify the entered details by selecting the Agreement checkbox.

M

3.14.8.3.1 The Agreement checkbox will include the following statement or one similar in nature as determined by Legal: “By checking this checkbox, I certify that neither myself, nor anyone who lives in my household, receives any type of income, cash support, or financial assistance, and that the food, housing, and utility costs for my household, and everyone who lives with me, are met u sing other means of support, as described above. I also acknowledge that is upon investigation, PGW finds that I have made false statements on this document, that my account will be removed from the Customer Responsibility Program, I will be rebilled for any discounts received and arrears forgiven, and that I will be prohibited from re-enrolling in the program for one year.”

M

3.14.8.3.2 Selecting the Agreement checkbox will enable the Save & Exit and the Save buttons.

M

3.14.8.3.3 Selecting the Agreement checkbox will disable the Food, Housing, and Utilities fields.

M

3.14.8.3.4 Unselecting the Agreement checkbox will disable the Save & Exit and Save buttons.

M

3.14.8.4 The Back button is always enabled and will return the user to the previous screen. Entered data will only be saved if the user clicked Save.

M

3.14.8.5 Clicking the Save & Exit button will save any entered data and close the application.

M

3.14.8.6 Clicking the Save button will activate the Next button. M

3.14.8.7 Clicking the Next button will prompt the Additional Financial Info screen to open.

M

3.14.8.8 Selecting the Help icon ( )will open the Statement of No Income of Financial Support help file.

M



Req. Number


3.14.9 Application Screen 4 – Other Assistance M

Figure 3.7: Other Assistance

3.14.9.1 Screen Directions: “Indicate if your household receives the types of assistance listed below along with the amount received for each. You will be required to attach documentation such as the DPW Letter of Eligibility or Compass printout. PGW does NOT include the dollar amount of this assistance as income when determining how your household meets basic living expenses.”

M

3.14.9.2 Option 1: SNAP Benefits (the selection of one radio button is mandatory)

Radio Button 1: Yes Amount Per Month field activates. Amount must

be entered. Radio Button 2: No

M

3.14.9.3 Option 2: Housing Subsidy (e.g. PHA housing, voucher, etc.) (the selection of one radio button is mandatory)

Radio Button 3: Yes

M



Req. Number


Amount Per Month field activates. Amount must be entered.

Radio Button 4: No

3.14.9.4 Once the mandatory fields have been selected, the Save and Save & Exit buttons will activate.

M

3.14.9.5 If the Save button is selected, the Next button will activate. M


M

3.14.9.7 Clicking the Next button takes the customer to the Attachments screen.

M


M

3.14.9.9 Selecting the Help icon ( )will open the Additional Financial Info help file.

M



Req. Number


3.14.10 Application Screen 5 – Income Attachments M

Figure 3.8: Income Attachments



Req. Number


Figure 3.9: Attachments – Documentation Note

3.14.10.1 Screen Directions: “Attach copies of current income documentation for all the household members listed below. Examples of income documentation include: all paystubs within the last 30 days, social security letter, and court ordered support, etc. PGW will use this documentation to calculate each household member’s average gross monthly income, using their year-to-date earnings, if necessary. An explanation must be provided for adults who are 18 years of age or older and without income. Please provide a reason in the Explanation field for each applicable household member (e.g. “applied for unemployment, but not eligible”, “enrolled in high school / college”). You should upload your proof of extenuating circumstances by selecting None from the Income Source list and Proof or Extenuating Circumstances from the Document Type list.

M

3.14.10.2 Failure to provide this information when you apply may require follow-up verification, which will delay processing.

M



Req. Number


You should also upload your completed and signed Additional Financial Assistance Affidavit if applicable.”

3.14.10.3 Prompt: “Income documents can be uploaded here, mailed, or taken to a district office. Would you like to upload your documents?”

Radio Button 1: Yes – Household Member fields open, Save button and Save & Exit button activate.

Radio Button 2: No – Save button activates.

M

3.14.10.4 Household Member Fields: Name (pick values include the full name of each

household member) Income Source

Pick Values

Additional Financial Assistance

Alimony

Child support

Disability

Employment

Foster Care

None

Other

Pension

Public assistance

Rental Income

Social Security Income

Unemployment

Document Type

Pick Values

Additional Financial Assistance Affidavit

Bank Statements

Court Order – Alimony

Court Order – Child Support

DHS Award Letter / Compass Printout

Foster Care Support Payments

Other

Pay Stubs

Proof of Extenuating Circumstances

M



Req. Number


Rental Income Documentation

Self-Employed Documentation

SSA Letter

Unemployment Benefit Statement

Explanation

3.14.10.5 Text is required in the Explanation field when None is selected as an Income Source.

M

3.14.10.6 The Attach button should allow the user to access and upload a file from their drive. Acceptable file formats should include, but are not limited to .JPG, .PDF, and .PNG, or any other file type that IS selects.

M

3.14.10.7 If the customer is not ready to upload their documents, they may save the application and return to the place in the application where they stopped.

M

3.14.10.8 A maximum of 20 additional rows may be added for identifying additional sources of income.

M

3.14.10.9 Income rows may be removed. M

3.14.10.11 Note: A note or comment accessible by hovering over keywords should provide a list of acceptable and unacceptable documentation.

M

3.14.10.11.1 Acceptable Documentation: Additional Financial Assistance Affidavit • Bank Statements • Court Order - Alimony • Court Order - Child Support • DHS Award Letter / Compass Printout • Foster Care Support Payments • Pay Stubs (last 30 days) • Proof of Extenuating Circumstances • Rental Income Documentation • Self-Employed Documentation • SSA Letter • Unemployment Benefit Statement

M

3.14.10.11.2 Unacceptable Documentation: • Profit/Loss statements for self-employed applicants or household members • W-2 forms • A letter from an employer • A letter from someone declaring that they provide income support • Pay stubs that do not show gross income, net income, and

M



Req. Number


deductions for the current pay period and the YTD period • Pay stubs that are more than 30 days old • PHA utility check, since that cannot be counted as income

3.14.10.12 If the Save & Exit button is clicked, the application will save and close. The applicant will have to login again to access the saved application.

M


3.14.10.14 Clicking the Next button takes the customer to the Attachments screen.

M


M

3.14.10.16 Selecting the Help icon ( )will open the Attachments help file. M

3.14.11 Application Screen 6: Additional Information M

Figure 3.10: Additional Info Screen

3.14.11.1 Screen Directions: “If you would like to explain any of the details provided in this application, please do so in in the space below. You may enter a maximum of 1,000 characters.”

M



Req. Number


3.14.11.2 Applicant can add additional comments to a designated field. A maximum of 1,000 characters may be entered.

3.14.11.3 Additional Information Inquiry: “Do you want to add a comment?”

Radio Button 1: Yes – Selection enables the Comments field, Save & Exit button, and Save button.

Radio Button 2: No – Selection enables the Save & Exit and Save buttons.

M

3.14.11.4 If the Save & Exit button is selected, the Comments field will disable.

M


M

3.14.11.6 When the Save button is selected, the Comments field will disable.

M

3.14.11.7 When the Save button is selected, the Next button will activate. M

3.14.11.8 Clicking the Next button will initiate the Agreements screen. M


M

3.14.11.10 Selecting the Help icon ( )will open the Additional Information help file.

M



Req. Number


3.14.12 Application Screen 7 – Agreements M

Figure 3.11: Attachments Screen

3.14.12.1 The Agreements screen will contain two notices (Customer Responsibility and Important Notice) that will require the applicant to agree by way of a confirmation checkbox.

3.14.12.1.1 Notice 1: Customer Responsibility: “Customer should confirm acceptance of the following terms by selecting a check box and the end of the following conditions:

1. I agree to pay PGW the monthly CRP amount, plus $5 toward my pre-program arrears (if any), and other additional charges that apply.

2. I understand that I will receive 1/36th forgiveness of pre-program arrears only in months that I pay my total amount due on time and in full.

3. I understand that if I miss one payment, I will be in default, collection activity will begin, and my service may be terminated.

4. I agree to apply for LIHEAP and list PGW as the utility company to which I want payment sent.

M



Req. Number


5. I agree to re-certify each year by submitting a CRP application with updated household information and income documentation.

6. I agree to report all changes in household size and income, even if the changes occur before my required annual recertification.

7. I agree to accept the free services of PGW’s conservation programs, if offered to me.

8. I agree to provide PGW access to my meter if requested. 9. I agree not to commit any acts of fraud or theft 10. I agree to make a significant effort to conserve energy. 11. I hereby authorize PGW to verify information provided on

this form through internal and third party sources, including City and State records and to obtain additional information from any source for any review.

I agree that if I fail to meet any of the Customer Responsibilities above, PGW may remove me from the Customer Responsibility Program.” This language should be modifiable by the USD admins.

3.14.12.1.1.1 The applicant must demonstrate their agreement of the terms by selecting the “I agree that if I fail to meet any of the Customer Responsibilities above, PGW may remove me from the Customer Responsibility Program.” checkbox.

M

3.14.12.1.1.2 Upon selecting the agreement checkbox for the Customer Responsibility terms, the Customer Responsibility terms field will disable.

M

3.14.12.1.1.3 Upon selecting the agreement checkbox for the Customer Responsibility terms, the Important Notice terms and corresponding agreement checkbox will enable.

M

3.14.12.1.2 Important Notice terms are as follows: “Customer must acknowledge receipt of the PUC Requirements Notice. “PUC requirements limit enrollment in CRP to customers who meet the income eligibility. PGW uses internal and third party sources to routinely audit and assess information and documentation provided by customers who apply for CRP. If through investigation you are found to have provided false information, you will be removed from CRP and may be required to repay the discounts and forgiveness received during the periods for which you were ineligible for the program. You may also be subject to criminal prosecution for fraud. By signing below, you acknowledge that you have provided complete and correct information, have read and understand this notice, and agree to the Customer Responsibilities above.” This language should be modifiable by the admin.

M



Req. Number


3.14.12.1.2.1 The applicant must demonstrate their agreement of the terms by selecting the “I agree” checkbox.

M

3.14.12.2 Upon selecting the Important Notice “I agree” checkbox, the Important Notice terms field with disable the Save button and Save & Exit button will enable.

M

3.14.12.3 Upon selecting the Important Notice “I agree” checkbox, the Save and Save & Exit buttons will enable.

M

3.14.12.4 When the Save button is clicked, the Submit button activates. M

3.14.12.5 Clicking the Submit button initiates the Confirmation screen. M


M

3.14.12.7 Selecting the Help icon ( )will open the Agreements help file. M

3.14.13 Application Screen 8 – Confirmation M

Figure 3.12: Confirmation Screen

3.14.13.1 The Confirmation Screen will include a Confirmation statement as proof of submission for the applicant. The confirmation statement will include the following:

Date of submission Time of submission

M



Req. Number


A link to the Additional Financial Assistance Affidavit Processing Time Customer Service phone number

3.14.13.2 Clicking Print will open a PDF of the confirmation message, so the applicant can print a copy.

M

3.14.13.3 Clicking Close will close the application and log the applicant out of the system.

M

3.14.13.4 To access an application that has been started, the applicant must login to the solution. Access the CRP application, select the “I need to finish an application I already started.” radio button, click Save, and click Next.

M

3.14.14 Application Screen 9 – Customer Status M

Figure 3.13 Customer Status

3.14.15 Customers who submit applications electronically will be able to track the status of their application via a scalable progress bar. The scale for the status bar is as follows:

1. Not Submitted 2. Submitted

M



Req. Number


3. In-progress 4. Complete

Req. Number


3.14.15.1 The Customer Status screen will provide a time and date stamp of the status.

M

3.14.15.2 The Customer Status screen will include an Exit of which when selected will direct the applicant to www.pgworks.com.

M

3.14.16 A cover page will precede the application and will include the following:

Application instructions Electronic Notifications statement List of documents needed

M

3.14.17

The customer can visit other parts of the application by using the screen named hyperlinks to navigate to a specific part of the application or he/she may select the Back button to return to the preceding page.

M

3.14.18 The customer will have 14 calendar days from the start date of the application, to complete and submit the application before it is automatically deleted.

M

3.14.19

The customer should be able to allow/stop notifications from his the solution regarding the application status. Also the customer should be able to switch to paper notifications. Notification log should be marked read/unread.

M

Application Status 3.15

Req. Number


3.15.1 The solution(s) shall have the capability for the PGW Rep to assign a Status Code to each application package.

M

3.15.2 The solution(s) shall have the capability for the USD Supervisor/Manager to change a Status Code assignment for an application package.

M

3.15.3 The solution(s) shall include business logic to amend and reconcile productivity counts and the generation of customer letters as the result of a Status Code change.

M

3.15.4 The progress of each set of documents through the ACRPA process shall be tracked via the designation by a PGW Rep, or the re-designation by a USD Supervisor/ Manager, of one of the

M

http://www.pgworks.com/



Req. Number


following five classes of

Status Codes:

3.15.4.1 Submitted. The application is submitted by the USD Rep. M

3.15.4.2 Incomplete – 21 day counter. Further application materials are required from the customer.

M

3.15.4.3 Assigned. The application package has been placed in the queue of a USD Rep by automatic assignment, or manually by a USD Supervisor/Manager, for processing.

M

3.15.4.4 Accepted. The application is accepted for enrollment in CRP. An acceptance notification is forwarded to the customer.

M

3.15.4.5 Rejected. The application is rejected for enrollment in CRP. A rejection notification is forwarded to the customer.

M

3.15.5 Operations that can be performed on documents assigned to each class of Status Code shall be defined as follows:

M

3.15.5.1 Submitted

USD Reps: None

Admins: View, search, edit, process, assign, and delete

M

3.15.5.2 Assigned or Incomplete-21 day counter

USD Reps: View, search, edit, process

Admins: View, search, edit, process, assign, and delete all packages in this class

M

3.15.5.3 Accepted

USD Reps: None

Admins: View, search, and edit all packages in this class

IS: View and search all packages in this class

M

3.15.5.4 Rejected

USD Reps: None

Admins: View, search, and edit all packages in this class

IS: View and search all packages in this class

M

Other Fields and Flags

3.15.5.5 Rejected applications shall be allocated a Reject Reason Code (01 – Incomplete, 02 – CRP is not beneficial, 03 – Upfront payment is required, 04 – Does not meet income qualifications, 05 – Fraudulent document submitted, 06 - Other (includes comment field)) to detail the specific reject reason for applicant correspondence.

M



Req. Number


3.15.6 Zero Income and Income Support applications shall be so designated via electronic indicator fields: the Zero Income flag and the Income Support flag.

M

Other Fields and Flags

3.15.7 If, during package creation, a new CRP application or Zero Income packet is flagged as containing a Social Security Number or other fraud qualifier previously used in a package in the repository within the last 24 months (modifiable soft table), the new application shall be tagged with a Potential Fraud Alert field (see 3.8.3 for fraud flag qualifiers) for further investigation and prompt the USD Admin.

M

3.15.8 Possible values for the Potential Fraud Alert field shall include: 0 — No alert detected 1 — Alert detected; investigation pending 2 — Alert resolved; no finding of fraud 3 — Alert resolved; positive finding of fraud

M

3.15.9 A comment field shall be associated with the Potential Fraud Alert field to record details of field values of 2 or 3.

M

3.15.10 During package creation for an Income Support customer:

If a new Zero Income packet is flagged because the name and address of a person listed as providing financial assistance was previously used in an application packet in the repository within the last 24 months (modifiable soft table), the new packet shall be tagged with an Income Support Alert field for further investigation.

M

3.15.11 Possible values for the Income Support Alert field shall include: 0 — No alert detected 1 — Alert detected; investigation pending 2 — Alert resolved; no finding of fraud 3 — Alert resolved; positive finding of fraud

M

3.15.12 A comment field shall be associated with the Income Support Alert field to record details of field values of 2 or 3.

M

3.15.13 Customer preference as to the method of receiving CRP application-related communications from PGW, electronic or postal, shall be recorded in field Communication Type

M

3.15.14 The ACRPA solution shall assign a unique identifier, an Application ID, to each application package stored in the repository.

M



Req. Number


3.15.15 The ACRPA solution shall allocate fields to record the start time/date of when an application’s Status Code is changed to Incomplete, as well as an end time/date for when the Status Code is changed from Incomplete to Accepted or Rejected.

M

Reports 3.16

Req. Number


3.16.1 The ability to generate ad hoc reports based on the variables within the solution.

M

Tracking Employee Time 3.17

Req. Number


3.17.1

The ACRPA solution shall automatically pause the calculated PGW Reps to complete applications, or for USD Supervisors/ Manager to complete quality reviews when an application is in Incomplete status. The time will resume once the additional customer information is received thereby reinitiating the application process.

M



4 Requirements: Implementation

PGW Main Website 4.1

Req. Number


4.1.1 The two-page document “PGW’s Customer Responsibility Program (CRP)” can be found on PGW’s main website under “How to apply for CRP?” via link. Read CRP Eligibility Requirements. *

That document, which will be referred to as “CRP Instructions”, shall be amended by Corporate Communications to add instructions in English for locating and completing the ACRPA process.

M

4.1.2 The amended CRP Instructions document shall be translated into Spanish by Customer Affairs.

M

4.1.3 On PGW’s main web site, the following changes shall be incorporated by Corporate Communications into the “How to apply for CRP?” section.

M

4.1.3.1 The amended English-language CRP Instructions shall be added.

M

4.1.3.2 The amended Spanish-language CRP Instructions shall be added.

M

4.1.3.3 A link to the online CRP Application process in English shall be added.

M

4.1.3.4 A link to the online CRP Application process in Spanish shall be added.

M

Click Customer Care —> Assistance Programs & Grants —> Assistance Programs

Training 4.2

Req. Number


4.2.1 Regulatory Compliance shall plan and schedule the training requirements of Universal Services and Customer Service Center Reps for the new ACRPA capability.

M



Auditing 4.3

Req. Number


4.3.1 Regulatory Compliance may devise and implement a strategy to detect any possible loss of electronic ACRPA data and documents that might occur between regularly scheduled data backup windows.

M


Appendix I: Screen Mock-ups

AI.1. Home (English)


AI.2. Home (Spanish)


AI.3. Customer Info


AI.4. Household Info


AI.5. Statement of No Income or Financial Support


AI.6. Income Attachments


AI.7. Additional Financial Info


AI.8. Other Assistance


AI.9. Income Attachments


AI.10. Additional Information


AI.11. Agreements


AI.12. Confirmation


AI.13. Application Status


AI.14. Help


Appendix II: Images

AII.1. PGW Logo

AII.2. Help Icon

AII.3. Status Bar Stages


Appendix III: Diagrams

CRP

Assigned or Incomplete 21 Day

CounterSubmitted Accepted Rejected

ISU

SD R

ep

sA

dm

is

None

View, search, edit, process,

assign, and delete

View, search, edit, process

View, search, edit, process,

assign, and delete

all packages in this class

None

View, search,

and edit all

packages in

this class

View and search all packages in

this class

None

View, search,

and edit all

packages in

this class

View and search all packages in

this class

USD Reps Admins IS

AIII.1. Status Flow

Philadelphia Gas Works · 2016-10-06 · of Customer Affairs, and then shipped as needed to...

Documents

Transcript of Philadelphia Gas Works · 2016-10-06 · of Customer Affairs, and then shipped as needed to...