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Customer Experience: AMI/HAN Troubleshooting

Key Overview: HAN Support is both Proactive and Reactive through multiple channels

Market Identified Path

TDSP/REP discovers AMI Meter/Network Issue which could affect HAN

1.

Customer Identified Path

Customer contacts REP, 3rd Party/Device Mfr., TDSP or Market help desk to notify problem with HAN devices

1.

Resolution/Support Ticket is initiated and distributed to all registered parties of the system: REP, 3rd Party, SMT

2.

Resolution/Support Ticket is distributed to REP, 3rd Party, and SMT with issue code & estimated time of resolution

3.

Issue is resolved; Ticket is updated and communicated to REP, 3rd Party, and SMT4.

REP or 3rd Party Customer Care contacts customer to finalize any system/device updates that might be required (e.g. restart of devices, etc.)

5.

Possible Addition:

REP/3rd Party/Device Mfr. attempts troubleshooting; Exhaustion of device resolution prompts Support Ticket to be generated; TDSPs respond by checking AMI system, then transfer to REP/3rd Party/Device Mfr. for device troubleshooting

1.1

Questions:

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Sample Troubleshooting DiagramKey Overview: Multiple Decision Trees are required to successfully triage root cause and provide a timely resolution for all parties involved.

Issue Discovery(Customer)

Discovery may be initiated by TDSP, REP, Customer, or 3rd party/Device Mfr.

Contacts Tech Support

SuccessfullyResolved?

Issue Discovery(REP)

Issue Discovery(TDU)

Issue Discovery(3rd Party/Device Mfr.)

Common HANSupport Contacted

Support may be initiated by all parties (either phone or email). Support Determinants Tree determines where issue(s) reside and ticket is generated

TDSP/Meter Involvement?

SMT Involvement? REP Involvement?

Support Ticket may require single or multiple -partysupport for resolution; SMT/TDSP/REP are all automatically notified of pending ticket; includes issue code and estimated time for resolution

3rd Party Involvement?

All Parties Notifiedof Open Ticket

Support TicketInitiated

Party(ies) Resolve Issue Ticket Status Updated

Did Issue directlyimpact customer

/did customer file ticket?No Action

Parties Notified of Status

Customer is contacted with status update and any

further instructions

Yes

No

Yes

Ticket Closed

Yes

No

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Open Questions

• Should we add another path for the truly proactive approach of communication of actions that prevent issues from occurring in the first place?

• Questions associated with the AMI/HAN Troubleshooting flow diagram.

– Steps 2 & 3 are standard trouble ticket processes.

– Step 3 is represented by the diamonds in the proceeding process plow diagram. The assignment of ownership of the ticket is the process that will require the most development.