- Allan
-
Chris
- View e-image of bill with ability open different zones of the bill for more info
- Optional: customer can input their demographics and will be able to view a comparison with others or to the expected norm
- Be able to update banking details for direct debit
- Arrangements but strict guidelines and rules
- Live chat when a customer's query has no FAQ answer. Or customer has qualifying questions to send to appropriate CSO
- Outages > Can view on map with up-to-date info
- You Tube > Self help videos. E.g. How to read your water meter
- Forums
- iPhone apps for transactional calls
- Tailored portals for R/E agents, developers etc. which are informational as well as transactional
- Be able to update personal details, re-direct mail (define parameters for period)
- Offer alternative payment methods such as Paypal
- Link to promotional or informational pages from account portal
- Automate centrepay - Need to look at Centrelinks method. Can we adopt it so that we can automate?
- Book smart homes and audits on line
-
Ciara
- Online concession validation (SE Water are using - cont: Jackie Newman)
-
Utility relief Grant:
- Customer logs in > pre-validates data > goes to DAS to get reference > populates to customer in CC&B > email to CST?
-
Waterwise: High water usage
- DHS, concession - need owners consent
- Follow validation rules to self order
-
Dave
- View Copy of account
- Order and or re-print account
- Update mailing address and method of delivery
- View and print historical bills
-
Straight through processing for BPay view
- Semi-manual process now
-
Rebate applications
- E.g. SRO apps: YVW > Customer > YVW > SRO - electronic validation
-
Other form based applications
- Electronic validation/processing on receipt
-
Credit card expiry
- We send a letter and renewal form to customer then process manually
- Electronic validation via website?
-
View usage history for comparison
- Link to tracking system to self monitor
- Add meter read
- Offer online self organised payment arrangements
-
Dev Services
-
GIS
-
Developers submitting “as cons” via web portal
- Auto validation
-
Plumbing
- Book tappings online
- Obtain PSPs online
- Pay contribution fees online
- Doreen
- Field Maintenance
-
Gary
-
Webmap
- Surveyors and developers have access -
expand cut down access to other users
- User pays service?
- Already setup so easy and cheap implementation
- Faults
- Pipe pressure and flow information (PFI) online
- Grant
-
Jenny
- Submit meter readings online
-
COOT including submitting own meter reading
- During the on-line COOT process ask
customer to submit own meter reading
- As part of process, system to check
if YVW has had a history of access
issues at property. If so, then advise
customer and tell what to do and what
their obligations are. I.e. Owner
-
Missing meters
- Customer to have a facility to scan &
submit or MMS proof that service is plugged
-
Mon-registering meters
-
Customers able to advise us online
- Link in with Schultz's system to advise if
replacement (and date of) is scheduled
- Alternatively, the system can check if a
relevant ToDo is in CC&B
- If nothing in the system then the customer
is advised we will organise and call
-
All billing functions online
-
Clickable explanation of charges within bill
- Make sure to include COO/disposition
bill which shows ALL charges
- Online payment arrangement
- Addition of authorised contact to account
- Ability to alter direct debit conditions
- Request a refund
- Order a statement
-
List customers
- Change of mailing address online
- Ability to change, manage and create
- Add a notification that must be acknowledged that the
List owner has been authorised to manage the property
in the list by the owner
- An interactive map that shows the YVW service area
-
For new customer applications
- Check if customer already exists in our system before creating
- Also check if customer has an active account
- Julian
-
Julie
- Provide guidance and tips based on usage
- More interactive
- Link to NearMap with overlays?
- itron application
- Still waiting on decision for smart meter roll out
- When technology becomes available, provide usage at an hourly rate
- Meter groups. Worth looking at?
- Highlight estimates on bill
-
Meter Read:
- Web, SMS
- Direct customer entry ok. Use same parameters as meter readers
-
If entry fails twice then default to CSO
- If fails validation of read then it can show the meter number and generic pic
-
Can't do meter groups at the moment
- If we build a case for tolerance of xx days variance in the read then should be ok
-
If 3 failed then advise customer we will do a meter check
- Booking sheet linked/automated
-
Most reads come in via phone (a few K per quarter)
-
Link to CC&B
- Customer Enters Acct#
- Advises meter# (Yes - No)
- Enter Read
- If fails then re-enter
- If fails again then go to CSO
- SMS or MMS read in
-
Mareena
- Statement facility (EOFY or EOCY) through Account page
-
Online Leak Allowance application -
Do we draw attention to it?
Put in High bill section?
- need to define parameters from either form or policy doc
- Make the High Usage section user friendly
and interactive
- Remove email address enquiry@yvw.com.au
from website to force use of forms.
-
Michael
-
Automate showerhead registration
- Online
- Voice to text
- SMS
-
Automate all paper based corro
- Especially existing relationship customers
-
Email
- Filter before submitting
-
3 levels with 2 drop down boxes then free text
- Bring up form using first 2 drop down boxes
- Link to KM
- If answer is not in list of 5 results then provide next 20 or include keyword search
- If still no, then offer a callback service or click to chat
- Pre-validation on the phone
-
Michelle
-
List customers be able to amend lists online
- E.g., Enter list # and add or remove property
- View properties in their list
- View billing / account details
- View bill and links within online bill
- Be able to transfer / sell list to new owner. **CHECK WITH LISTS ON PROCESS**
- Separate portal for R/E agents and connection companies to log tenancies online
- Network Ops
-
Tracey
- Rate the customer experience online
- Post call survey directed to website
- Possible new KM system to link with internal system to keep uniform information
- If account is at Baycorp then this is flagged and automatically
limits access to certain online account functions
- Add a permanent recruitment section on the web
Specifically for the CCC. The application template
will auto-filter all candidates.
-
Trade Waste - Hieu Dang and John Dennis
- Online submission of Trade Waste applications
- SQIS analyses request to determine validity of application manually - Automate process
-
Trade Waste customer account portal
- SQIS does the calculations and bill in CC&B
- Show status of account application
- Ability to submit variations to standards (e.g. if they can't meet agreed conditions)
-
Calendar that will display and alert obligations such as sample due dates
- Link to SQIS for event and date
- Calculations for loads, prices, etc.
- Add field for solicitors to show if the property has a trade waste account
-
Portal for YVW's labs and customers labs to submit sample results
- Customer is able to log into account and view test results
- Forums for community, customers, internal and industry
- Webinar functions through website
-
Add remote meters for remote monitoring
- Link to account portal
-
Tool to do instant surveys
- After call
- Pop-up while customer logged into portal
- Interactive information on website
- Proforma - guide for waste management
-
Chat option
- Use presence to connect direct to Trade Waste consultant