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Customer Web Portal Overv iew
and
Customer Test ing Presentat ions
Ju ly 10 , 2017 & Ju ly 12 , 2017
Construction Service Improvement (CSI)
AGENDA
• Opening Remarks
• Delivery Roadmap
• New Executive Account Management (EAM)
• CSI Scope - Interim Delivery & Full Delivery Scope
• Interim Delivery Activities
• Web Portal Overview
• Next Steps
• Questions
2
DELIVERY ROADMAPSTRATEGIC OBJECTIVES
3
Date Management and Customer Commitments
Scope complete, but on-going effort
- Improved OTC rate
- Reduced durations
- Notification pilot
- Addition of Executive Account Directors
Continue to Improve the Customer Experience and their Satisfaction with CPSE New Construction Services
• Enhanced process that incorporates the pre-application stages of the customer relationship
• Enhanced web enabled business service execution process
• Proactive engagement
A Proactive, Next Generation Customer Experience for New Construction
• Proactive engagement with customers early in the new development process
• Proactive promotion of energy services and products to customers at the conceptual stage of new developments
• New solution capabilities
• On site design and estimation with the customer
Ph
ase O
ne
Inte
rim
De
livery
2016
2017
2018
Full
De
livery
Solution vendor selected
Long Term Solution Strategy Next Generation Solution Implementation
2017 2017
Today
Mar Apr May Jun Jul
Customer WebPortal FeedbackSession3/28/2017
Web PortalPrototype Demo
5/11/2017
Customer (User)Acceptance Testing
Go-Live7/24/2017
Report CustomerFeedback to Execs
4/7/2017
Report CustomerFeedback toCustomers
5/01/2017
4/19/2017
Customer WebPortal FeedbackSession II
5/19/2017
Web PortalDemo Feedback to Customers
5/31/2017
Web PortalPrototype Demo II
Web PortalOverview to Customers
Web PortalTraining
KEY INTERIM DELIVERY MILESTONES TIMELINE
4
6/9/2017
Web PortalDemo II Feedback to Customers
7/10/2017
7/12/2017
NEW EXECUTIVE ACCOUNT MANAGEMENT DIRECTORS (EAM)
5
• Four new team members to the Executive Account Management (EAM) Team reporting to David Luschen.
• Karma Nilsson
• Frederick Beebe
• José Cáceres
• Robert Cox
• Carlos Soriano
• This team is responsible for managing any and all requests you may have, as well as to help minimize your level of effort with us.
EAM FLOW CHART
6
Rates
Electric
Gas
Customer Service
Customer Engineering
CPS
E Ex
ecu
tive
and
Key
Acc
ou
nt
Man
ager
s
Executive and Key Account Management Team will Provide Lifetime Service
Residential and
Commercial Developers
Local Engineering
andArchitectural
Firms
Commercial and
Industrial Customers
Economic Development
Contracts
Business
Integration
Rates
Billing
Power
Quality
Solu
tio
n
Work
Requests
INTERIM DELIVERY (PHASE 2)SUMMER 2017
7
New Web Portal
• 24/7 Project status
• Initiate applications via web
• Ability to Create Requests for All Work
• Grouping of work by project and customer
• Digital document and drawing submission
• Improved Visibility of Work Execution
People / Process
• Enable customer feedback channels
• Better established and documented processes
• More accurate dates for construction
8
FULL DELIVERY (PHASE 3)SUMMER 2018
More Technology Enhancements
• More web portal features of work flow
• User preference & communication management on web
• Enable customers to view status via mobile
• Enable design work to be performed on-site
People / Process
• Better visibility by project and dependent tasks
• Better trained staff
• Continuous feedback from customers to prioritize process improvements
9
CURRENT
PHASE 2
(INTERIM PHASE)
KEY ACTIVITIES
10
CSI Web Page
– Notifications, Updates, Helpful Information
– www.cpsenergy.com/csi
Go-Live Full Market Automated Notifications
– Opt-In via CE Application, CE Web Portal, CSI Web Page
May 11th & 31st – Web Portal Prototype Sessions
July 10, 2017 – Customer Web Portal Overview
July 12, 2017 – Customer Testing of new Web Portal
July 20-21, 2017 – Customer Training – Sign Up
OVERVIEW OFE-MAIL NOTIFICATIONS
• Notifications focus on key milestones in Construction Service process.
• Goal is to improve transparency between CPS Energy and its customers.
• Updates from previous feedback sessions include changes to: subject line message type and e-mail
11
CPS Energy Milestone
Customer Milestone
Work Request Payment Received
Construction Scheduled
ROW/Easement Submission
Submit Payment
Construction Site Ready
Work Request Submitted
Construction Complete
Work Request Approved
Entering Design Stage
CUSTOMER ENGINEERING WEB PORTAL OVERVIEW
12
CUSTOMER TESTING – JULY 12TH
13
What you will be able to test:
• Project Request
• Work flow of project creation
• New Residential Subdivision
• New Residential Service
• New Large Commercial Service
• New Apartment/Multi Family Service
• Project Status – 24x7
• CPS Energy and Customer commitments (tasks)
• Crew Status for each component
ENROLLMENT TO THE CSI WEB PORTAL
• Customers can now request access for the Web Portal
• If you are a user of the current Web Portal, your log-in credentials will be the same for the new web portal
CREATING WORK ON BEHALF OF YOUR CUSTOMER?
• The Web Portal allows you to create work on behalf of your customers.
• You must register with different User IDs for each Customer you want to create work for
Engineering Company
User A User B User CCustomer 1 Customer 2 Customer 3
SUBCONTRACTOR ACCESS
• Working with a subcontractor company in a project?
• you can contact us and request access for that subcontractor to make online updates to specific projects
Your Company (who can edit work)
User A Subcontractor A User A Subcontractor B
User B User B
Project 1 Project 2
SCENARIOS
17
• A Developer who wants to power a new subdivision
• A Builder who wants to connect power to a new custom home
• A Commercial General Contractor who wants to build out a new large retail store
18
A Developer who wants to
Power a New Subdivision
Create Work
CREATE WORK
19
Company X
SELECT SERVICES
20
Company X
SELECT BILLING ACCOUNT
21
ENTER PROJECT INFORMATION
22
Company X
ENTER PROJECT INFORMATION
23
SUCCESSFUL PROJECT CREATION
24
Company X
25
A Developer who wants to
Power a New Subdivision
View Project Details
PROJECT DETAILS
26
Company X
Company X
PROJECT DETAILS
27
PROJECT TASKS
28
Company X
PROJECT COMMENTS
29
Company X
PROJECT CONTACTS
30
Company X
31
A Developer who wants to
Power a New Subdivision
View Work Request Details
VIEW WORK REQUESTS
32
Company X
WORK REQUEST DETAILS
33
Company X
WORK REQUEST TASKS
34
Company XCompany X
35
A Builder who wants to
Power a New Home
Create WorkAccelerated Residential
CREATE WORK
36
Company Y
SELECT PREMISE
37
Company Y
SELECT WORK TO BE DONE
38
Additionalscreenshots to be inserted Monday
SELECT BILLING ACCOUNT
39
Company X
ENTER PROJECT INFORMATION
40
SUCCESSFUL PROJECT CREATION
41
Company X
42
A Builder who wants to
Power a New Home
View Project StatusAccelerated Residential
PROJECT DETAILS
43
PROJECT DETAILS
44
45
A Builder who wants to
Power a New Home
View Work RequestAccelerated Residential
VIEW WORK REQUESTS
46
Screenshots to be inserted Monday
VIEW WORK REQUEST DETAIL
47
Screenshots to be inserted Monday
VIEW WORK REQUEST TASKS
48
Screenshots to be inserted Monday
49
A General Contractor who wants to
Power a New Large Retail Store
Create WorkLarge Commercial
CREATE WORK
50
Company Z
SELECT PREMISE
51
SELECT WORK TO BE DONE
52
SELECT BILLING ACCOUNT
53
ENTER PROJECT INFORMATION
54
ENTER PROJECT INFORMATION
55
SUCCESSFUL PROJECT CREATION
56
57
A General Contractor who wants to
Power a New Large Retail Store
View Project StatusLarge Commercial
VIEW PROJECT STATUS
58
VIEW PROJECT STATUS
59
VIEW PROJECT TASKS
60
61
A General Contractor who wants to
Power a New Large Retail Store
View Work RequestsLarge Commercial
VIEW WORK REQUESTS
62
VIEW WORK REQUEST DETAIL
63
VIEW WORK REQUEST TASKS
64
THANK YOU!
Next Steps -
• Be on the look out for invites to our On-Site Web Portal Training sessions
• Unable to attend? We will have Computer Based Training and Job Aids online to help you navigate through the Web Portal
QUESTIONS?
66
GET PLUGGED IN!
Visit your new webpage! cpsenergy.com/csi
Or email us:
