1

California Public Utilities CommissionCIMS ProjectPresentation to California Utilities

April 7th, 2008

22

Agenda

Needs CIMS

• History• Timeline• Current Activities• Utility Interfaces• Summary

Process Reengineering• High-level Flow• Timeline

3

Needs

Current Issues• Data validation• Improved work processes• Better integration with other internal systems

Current Needs• Fair Rulings - Accurate reports• Customer Satisfaction - More efficient consumer

representatives• Consistent information – Data integration (e.g. GIS and voice)

4

Oct

ober

2007

Problem Resolution

GAPAnalysis

Apr

il20

08 July

2008

3 Months

Implementation

History

Aug

ust

2007

Aug

ust

2006

Actual Procurement Process

OriginalProcurementPlan

55

Ven

dor S

tarts

Vendor

Training Plans Training

GAPAnalysis

UA

Tes

t

Initi

al R

ollo

ut

2.5 Months

Initi

al R

elea

seA

pril

7th

4 Months

Implementation

Impl

emen

tatio

nS

tarts

Dec

embe

r 15

th

Timeline

Iterative Releases

Super Users

Test Plans Testing

Pro

duct

Sig

n-of

f

Mai

nt. S

tarts

July

1st

3 Months

Plans

Procedures Project Integration

Interfaces

Infrastructure

Project Office

Manual Reviews

Rollout Activities

Outreach

Scenarios

6

Current Activities

Infrastructure• In-house managed

Process Reengineering• On-going

Interfaces• Geocoding – GIS integration• Knowledge-base data – data insertion• User Security – layered firewalls and logins• Legacy interfaces – completed

Reports Training and Testing Documentation

7

Data Flow

8

Login

9

Utility Access

Utility access to Web• More options• Faster processes• Cleaner tracking

10

CAB WORKFLOW PROCESSES OVERVIEW

Phone In

4.4Complaint Resolution

and Closure

4.8Pre-Formal Complaints

4.2Intake

Batching

4.6Higher Official

4.7Informal Appeals

4.1Phone

Inquiries and Complaints

4.3Initial Written

Complaint Processing

4.5Impounds

Fiscal

Phone Complaints

may or may not be submitted in

writing

Incoming inquiries, informal requests,

complaints

Facsimile

Electronic/Web Mail

Mail In

IC

Walk In

Referrals from:OGA: Governor Senators Assembly CongressCPUC: Other Divisions Executive Director CommissionersCBOs

11

1Receive

new case in case queue

4If omission is

complex, send supplemental

IC to utility

8Receive and

review additional

information from utility

9Review

decisions, codes, tariffs,

terms & conditions as

applicable

7If simple question,

verbally request additional

information from utility

Not Complete

Complex

Simple

Complete

14Close IC,

Case Disposition

“Utility Discretion”

12In Complaints

tab, enter utility findings

into Comments

11Review case

circumstances and determine

whether to negotiate additional

consideration for relief

END

Compliance

15Call utility for clarification.

Update Comments field

17Seek direction from

SupervisorNo

16Is situation now

clear?

Compliancenot clear

Yes

aNon-Compliance

Initial Written Complaint Processing

3Determine if omission is simple or complex

10Determine if utility was in compliance

2Analyze

response from Utility for

completeness

LEGEND

Other Process Flow

DecisionPoint

Activity

Rep

5In Complaints

tab, add Comment

“Supplemental sent”

6In Case tab,

change Case Status to

“Open-Waiting for Utility

Response”

13Send closing

letter to consumer

PMP Manual

Complianceverification

process

12

STEP PROCEDURE RESOURCES

3 If the utility’s response is not complete, determine whether the omission is simple or complex:

Complex: If utility’s response has not addressed all of the consumer’s issues, the omission is deemed complex, and a supplemental IC will be needed.

Go to Steps 4-6

Simple: A simple omission is when you have a question that can easily be answered via telephone or need to request readily available documentation (i.e. adjustment amount, copy of meter test, or other documentation).

Go to Step 7

4

For a complex omission from the utility’s response, send a supplemental Informal Complaint (IC). Give the utility 10 calendar days to respond to supplemental IC. The Supplemental Information template can be accessed in the CIMS Correspondence tab:

In Compliance Requirements area, click to check the question(s) that apply and add free text.

In the Composed Letter area, select a letter from the pull down menu and click the Auto-Generate button to create the letter.

Click the View Composed Letter button. Verify that the utility correspondence is listed correctly.

If an attachment file needs to go with the letter, select file(s) in the Attach Documents & Files area from the pull down menu.

You may print the Supplemental IC and forward it to Intake, or email it directly to the utility representative who was assigned to handle the complaint (if you have rep’s contact information).

Supplemental IC in CRG, Chapter __, Page(s) __. Screen shots?

PMP Manual

1313

Agenda

Needs CIMS

• History• Timeline• Current Activities• Utility Interfaces• Summary

Process Reengineering• High-level Flow• Timeline