Self Service Wish List

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