May 24, 2011PUC Project 34610- AMIT Stakeholder Steering

CommitteeAnna Grau

anna@enernex.com

All new scripts and process have gone through the final (3rd review) with key stakeholders

Will provide a comprehensive “knowledge base” document to the Help Desk team; have received final comments.

Future modifications will be made and added based on feedback.

Key difficulty was continually discovering new script needs and adding to the list, also scheduling meetings.

Update Personal Profile Update Security Challenge Questions Update DUNS numbers in REP Entity Profile Remove DUNS numbers in REP Entity Profile Attach multiple ESIIDs Validate Notification for All Users Validate Notification for All Users View 15-min Interval and Daily Usage Report Attach ESIID Attach multiple ESIIDS How to Access Online Help SMT Demo Registration of a REP Admin Non-resident Search for Registered Company Non-resident Admin Registration Process Modify Entity Profile for Non-Residential, REP

or TDSP users Non-resident Registration Process

Non-resident Registration Process REP User Registration Process Demonstrate Registration of TDSP

Admin Registration of Private TDSP User Registration Expired Account Locked, Unable to login Meter Not Found How to Register Residential How to Register Residential Account KB Script Cannot See Entire Graph KB Script User Unable to Understand

Temp PW Meter Not Found Process Website not loading properly Usage Report Account Locked, Invalid Request REP unable to download usage report Login Unsuccessful Usage Report over 40 days Unable to find ESIID

API Integration Request FTPS Integration Request Technical Assistance Request Additional Help Desk Level 1

Resolution Scripts Help Desk 1st Call Description Level 2 Ticket Closer Due to Missing

Data from Market Participant Outgoing Help Desk Email Wording Receive Open Ticket Email from

TDSP Receive Open Ticket Email from REP Add New CR Entering Market Removing CRs that are Exiting

Market HAN (ID new scripts) Customers with Missing Data Customers with Estimated Data Missing Data Missing ESIIDs (not

whole file) File processing issues between

TDSP-SMT

SMT Help Desk Level 2 to TDSP Help Desk Integration

Email to Open Tickets from TDSP

Email to Open Tickets from REP

Communications/Market Notices to Market

Model SMT to TDSP to REP process flows

Missing Data- REP LSE Files Late

Master File Issues Add new CR entering market Remove CR exiting market HAN (Robert ID categories) Customers with Missing

Data Customers with Estimated

Data

**********BEGIN KNOWLEDGEBASE ENTRY**********

Note: Always collect the following information from the registered user – First Name, Last Name, User ID, Email ID, ESIID or Meter Number, Problem:  User complains that they have missing data in the SMT portal.

Alternate Search Words: Missing data, data not there

Technology Section: Either the TDSP failed to provide the data or there was a processing error in SMT.

Solution: Open a ticket and ask and record the following information:◦ What type of data is missing? (interval, daily or monthly usage)◦ Is it partial data missing or all the data?◦ Is it one or several intervals/days/months?◦ Is it for a particular time period or across several time periods? Ask if it is cyclical (the user might not

know).◦ Establish a date for the help personnel to view the data.

Transfer the ticket to Level 2 support.

**********END BRAIN ENTRY**********

L. Process: Customers with Missing Data (Numbers in circles correspond to process narrative document)

T&D Service Provider (TDSP)

Smart Meter Texas

SMT Help Desk (Tier II)

SMT Help Desk (Tier I)

Customer

TDSP prepares one daily LSE file

per REP

Call the SMT Help Desk with missing

ESIIDs

Receive files, de-crypt/encrypt and place in REP’s file

Views front-end portal (UI), finds missing data for

their meter

Collect informa-tion, open a ticket

and transfer

Email if data miss-ing, transfer to

TDSP

TDSP contact gives to technical

team

Technical team investigates

Issue resolved?

Email to customer; ticket closed

Receive missing data

Proposed

Yes

No

1

12

5

4

3 2

8

7

6

9

11 10

Smart Meter Texas Process February 2011

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“Knowledge Base” catalogue of scripts will be delivered to Help Desk for use and modification based on feedback.

“Process Narratives” and “Process Flow” diagrams will be consolidated into one searchable document for both the Help Desk as additional reference and the Market for understanding of existing processes.

Phase II will be the discovery of processes that need to change and the modifications to them.