ONTARIO ENERGY BOARD

Supervisor - Business Systems & Information ServicesSusan Muckle

Ontario Energy Board: Who Are We?

• The Ontario Energy Board regulates natural gas and electricity utilities in the province of Ontario, Canada.

• This includes setting rates, and licensing all participants including generators, transmitters, distributors, wholesalers, electricity retailers, and others.

Ontario Energy Board: Using CRM for transparency across the organization

• OEB use Pivotal CRM to provide a seamless flow of information across all channels, giving stakeholders the opportunity to file applications and regulatory requirements online.

• In this case study, you’ll hear about the OEB’s case management, contact management, and workflow solutions that have resulted in fully transparent operations

• One-click access to data for everyone from the call center to the licensees, to the Board members!

Ontario Energy Board: Using CRM for transparency across the organization

You will learn how the Ontario Energy Board leveraged CRM to:– Move all filings to an electronic format– Manage consumer complaints & Freedom of Information Act

requests– Report against key metrics– Provide a powerful information-retrieval system

Ontario Energy Board: Using CRM for transparency across the organization

OEB E-FILING SERVICES

Applicants and Stakeholders

OEB e-Filing Services website page

e-Filing Services can be accessed from anywhere on the Board’s website: www.ontarioenergyboard.ca

Regulatory Electronic Submission System (RESS)

The e-Filing Services log-in page: www.errr.ontarioenergyboard.ca

The Welcome page of e-Filing Services provides registered Users with links to RESS and RRR (for filing audited financial statements)

RESS links

Submitting an Application through RESS

The user fills in the details of the filing.

The submitter takes three steps to file the document.

1

2

3

OEB Receives an e-FilingAssistant Board Secretary RESS view

Incoming Filings

RESS Search Function

Company / Contact listsQuick Reference Caseload Graph

Setting up a New CaseInformation filled in by the Applicant

A

Board Staff selects applicable Company from List

B

Setting up a New Case – con’t

C

Generating a new Case from the Company / Applicant Information page

D

The case number is automatically generated by RESS and is associated with the Applicant

The final step of a new case set-up is to generate the folder structure where the case documents will be stored

E

Setting up a New Case – con’t

Regulatory Electronic Submission System (RESS)

The e-Filing Services log-in page: www.errr.ontarioenergyboard.ca

The Welcome page of e-Filing Services also provides registered Users like our Board members with easy access to their case filesCase links

Regulatory Document Search Return

Search Result using Case Documents

Questions?

• Visit the OEB website at: http://www.ontarioenergyboard.ca and click on e-Filing Services

OEB E-SERVICE PORTALCONSUMER COMPLAINTS RESOLUTION

Through Access By Licensees

Access by Licensees to e-Service - Streamlines Process

• Online system used in place of mailed documentation for consumer complaint responses by licensees.

• Attach supporting documentation to responses for the following:– Associated reafirmations– Copy of contract (if required)

Login Screen for Licensee

• Licensees provided with specific logon for Consumer Complaint Contact

What Stakeholder will see is based on security access rules.

Accessing Your Assigned Consumer Complaint Responses

• You can access your Consumer Complaint Response Requests by clicking on the ‘My Company’s Consumer Complaint Response’ on the left hand menu.

A list of your assigned tasks will appear. Click on the left hand arrow to open up a Consumer Complaint Response request

Review Details of the Assignment

• Date assigned and Due Date• Details of Consumer Complaint• Note: you will only see what consumer has allowed us

to reveal

Your Work Area• Stakeholder Comments• Resolution Details• OEB questions and a place for your response• Add Attachment Button to attach supporting materials

Attach a File to your Response

• Click on the Attach Button at the bottom of the screen to bring up the following screen.

• Click on Browse to find your file and highlight it to select it. See next screen.

Submit completed CCR response to the OEB, by CCR status from ‘Incomplete’ to ‘Complete’. Click the ‘Save & Exit’ button to save and close the CCR

Accessing Your Resolution Action Plans

• You can access your resolution action plans by clicking on the ‘My Resolution Action Plans’ on the left hand menu.

A list of your assigned tasks will appear. Click on the left hand arrow to open up the Resolution Action Plan.

Review Details of the Assignment

• Date assigned and Due Date• Details of Consumer Complaint• Note: you will only see what consumer has

allowed us to reveal

Your work areas

• Stakeholder Comments• Resolution Details• OEB questions and a

place for your response• Add Attachment Button

to attach supporting materials

Attach a File to your Response• Click on the Attach Button at the bottom of the screen to

bring up the following screen. • Click on Browse to find your file and highlight it to select

it. See next screen.

All your attached files will appear at the bottom of the screen. You can add more attachments by clicking on the attach button again.

When you are finished, click on the save button to submit the resolution to the OEB.

• You will be returned to the list of Resolutions assigned to you.

Clicking on my companies Interactions will enable you to run a search on all complaints, enquiries, comments or concerns filed against your company.

Clicking on My Company’s Consumer Complaint Responses will let you see any incomplete CCRs assigned to you by the OEB.

What can you see or not see?

• What you see is controlled by Access Security.

• If you are not registered as a RRR filer, you will not see RRR data.

• OEB Agents handling Consumer Complaints will not see CCRs or resolution details until completed.

PIVOTAL PROVIDESVALUABLE METRICS

Through Action Plans

OEB Metrics - Case Manager needs to update “Application Submission Status” to Complete

Case Metrics Automatically Generated and Captured in Case Dates Depending on Application and Process Type

OEB Measures Case Turnaround

OEB reports on:• Decisions Issued within 60 days of Application

Completion of Record • Consumer Complaints Response within 14 days• Market Participant Enquiry Response within 10 days

QUESTIONS?