ws1 cp new connections registration process kn (1)
DESCRIPTION
procTRANSCRIPT
Delivered By: Instructor NameDelivered By: Instructor Name Course Duration: 5.45 HoursCourse Duration: 5.45 Hours
New ConnectionsNew Connections
Classroom PresentationClassroom Presentation
Agenda
Day 1
Housekeeping 0900 - 0915
Course Introduction 0915 - 0930
Process Overview 0930 - 1000
New Connections Registration 1000 - 1200
Lunch Break 1200 - 1245
New Connection Cancellation 1245 - 1500
Summary and Assessment 1500 - 1530
2
Housekeeping
Ground Rules
• Mobile phones in silent mode
• Punctuality
Fire alarm/Evacuation
Emergencies
Breaks/Lunch
Location of restrooms/cafeteria
Refreshments
3
Introduction/Icebreakers
Introduction of trainers
Introduction of participants
Introduction of others present
4
Target Audience/Roles
5
Learning Journey
6
CC&B Introduction (Basic) CC&B Introduction (Advanced – if applicable)
Customer Account Management
Completed
New Connections
Change of Tenancy Change of Supplier Fieldwork Customer Management
Next
Course Objectives
After completing this course, you will be able to:
Complete a new connection request
Understand the steps involved in the rejection of a registration process
Cancel registration for a pending new connections request
Understand the steps involved in the rejection of a cancellation request
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Assigned (NB status for meter point – Electricity Only): Assigned is the status that the Network Business (NB) gives the meter point when it is connected to the network for the first time. This is not yet registered to a supplier and hence not energised.
Campaign: A Campaign is a structured effort by Power NI to offer a set of packages (goods and services) to the existing customers or new prospects.
Glossary
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Direct Debit: Direct Debit (or Autopay) is the preferred method of payment within Power NI where customers pay on either a monthly or a quarterly basis.
• Monthly DD is a fixed automatic payment deducted from the customer's account once a month on a date of their choice; while quarterly DD is a variable amount whereby the full amount of the bill is deducted from the account two weeks after the bill date.
Glossary (Contd.)
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• GPRN: A Gas Point Registration Number (GPRN) is a unique reference number assigned to every gas point on the gas network. GPRNs have up to 7 digits. Example: 2354868.
• Log Entry: Log is information captured by the CSA for every customer interaction. The CSA can record log entries at any point in time during the process. The log entry is used for tracking purposes.
Glossary (Contd.)
10
• Market Messages: Market messages are communication messages exchanged between Power NI and Network Business (NB). For example, it functions like an exchange of emails between two parties. But unlike email, each market message holds information that is processed automatically and appropriate details in the system are updated accordingly.
• MPRN: Meter Point Reference Number (MPRN) is a unique 11-digit number assigned to every single electricity connection and meter in the country. Each MPRN refers to a premise. Example: 10009998888
Glossary (Contd.)
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Order: Orders are created after information is captured for person, account, and premise and these orders are specific to New Connections, Change of Supplier, and Change of Tenancy. Order captures the additional information required to send the market messages besides what has been captured during registration.
Rejection Reason Codes: Whenever NB rejects a new connection request raised by Power NI, it assigns a Rejection Reason Code to indicate the reason for rejection.
Service Agreement: A service agreement (SA) is a contract between Power NI and a customer. The SA contains the terms and conditions controlling how the system will charge the customer for any services they are supplied with.
Glossary (Contd.)
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• Site Works: Site works refers to any physical work performed by NB at the customer’s premise in relation to their gas supply.
• Solicited: Solicited market messages are received from NB as a response to a request from the Supplier/Shipper.
• Unsolicited: Unsolicited market messages are received from the NB on an ad hoc basis and are not in response to a request from the Supplier/Shipper.
Glossary (Contd.)
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New Connections Overview
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Introduction
The customer details captured in the Customer Account Management (CAM) process is the base process for the New Connection (NC), Change of Supplier (CoS), and the Change of Tenancy (CoT) processes. The customer details captured in the CAM process runs into these processes.
New Connection Process
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The New Connection process includes two scenarios:
• New Connection Registration Process - The New Connection Registration process involves registering a customer at a new premise which is being connected to the network for the first time.
• New Connection Cancellation Process - The New Connection Cancellation process involves cancelling the registration before the New Connection Registration process is complete.
o If customer wishes to cancel the process after the new connection has been completed, then Change of Supplier (CoS) process has to be followed.
These processes are facilitated by the transfer of information using market messages between Power NI and the Network Business (NB).
After completing this section, you will be able to:
Understand the key steps in the New Connection Registration process
Understand the steps involved in the rejection of a Registration process
Understand the steps involved in the New Connection Cancellation process
Understand the steps involved in the rejection of a Cancellation request
Process Objectives
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New Connection Registration Process - MPRN
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Customer contacts Power NI for Registration
Check if the customer
exists in the system
Yes
No A new customer record is created
as per CAM
An order is created for the customer and CSA submits the customer registration request
A market message (010) is sent to the NB
The NB returns a market message (101/105) confirming
the registration
Issues Welcome Pack to the customer
New Connection Registration Process - GPRN
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Customer contacts Power NI for Registration
Check if the customer
exists in the system
Yes
NoA new
customer record is created.
An order is created for the customer
A market message (G601RQ) is sent to the NB
The NB returns a market message (G604N) confirming the
registration
Issues Welcome Pack to the customer
CSA books site works appointment and submits the customer registration request.
Rejection of New Connection Registration Process - MPRN
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NB rejects the registration request sent by Power NI
CSA checks if the
customer needs to be contacted
Yes
No
CSA resolves the rejection and completes
the ToDo
CSA contacts the customer and resolves the rejection
Market Message 101R is sent to Power NI
Based on the rejection reason code, CC&B creates a ToDo for the CSA or
issues an automatic letter.
CSA resubmits the registration request by
resubmitting 010
Yes
End
No
A letter is sent to the customer.
Rejection of New Connection Registration Process - GPRN
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NB rejects the registration request sent by Power NI
CSA checks if the
customer needs to be contacted
Yes
No
CSA resolves the rejection and completes
the ToDo
CSA contacts the customer and resolves the rejection
Market Message G602RJ is sent to Power NI
Based on the rejection reason code, either a To Do is created or
a letter is automatically sent to the customer
CSA resubmits the registration request by resubmitting G601RQ
Yes
End
No
Cancellation of New Connection Registration Process-MPRN
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The NB returns a market message (111) confirming
the cancellation
A market message (011) is sent to the NB
Customer details are updated and a letter is issued to the customer
Customer contacts Power NI
to cancel the registration
Power NI makes the decision to
cancel the registration
Cancellation of New Connection Registration Process-GPRN
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The NB returns a market message (G607N)
confirming the cancellation
A market message (G605RQ) is sent to the NB
Customer details are updated and a letter is issued to the customer
Customer contacts Power NI
to cancel the registration
Power NI makes the decision to
cancel the registration
Rejection of New Connection Cancellation Process - MPRN
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NB rejects the cancellation request sent by Power NI
Market Message 111R is sent to Power NI
A To Do is created for the CSA to resolve
A letter is automatically sent to the customer
Rejection of New Connection Cancellation Process - GPRN
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NB rejects the cancellation request sent by Power NI.
Market Message G606RJ is sent to Power NI.
Based on the rejection reason code, either a To Do is created or
a letter is automatically sent to the customer.
If a To Do is created, CSA resolves the rejection and
completes the To Do.
After completing the To Do, CSA resubmits the cancellation
request or creates a manual customer contact and letter, if they cannot resolve the To Do
You have completed this course, and should now be able to:
Understand the key steps in the new connection registration process
Understand the steps involved in the rejection of a registration process
Understand the steps involved in the new connection cancellation process
Understand the steps involved in the rejection of a cancellation request
Process Review
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Process 1
New Connection Registration
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Business Context
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The New Connection Registration process is used to register a new premise which is being connected onto the network for the first time for a new, existing or previous customer.
The initial registration process is as described in Customer Account Management, i.e, add/edit person, add/edit account, add premise and add/edit payment details.
After all customer details are recorded, an order is created and sent to the NB for confirmation.
NB processes the request and replies to Power NI through market messages indicating acceptance or rejection of the request.
• If accepted, the details received are updated in the system and a Welcome pack is sent to the customer.
• If rejected, based on the rejection code, either a To Do is created for the CSA or a letter is automatically sent to the customer.
After completing this section, you will be able to:
Create an Order
Schedule an appointment (only for Gas customers)
Complete an order
Resubmit an order
Identify the various request and response market message related to New Connection Registration process
Understand the steps involved in the rejection of a registration request
Process Objectives
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Register a Customer for Electricity
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To register a customer, the following steps must be performed:
• Register customer details (as described in the CAM course)
o If the customer is an existing customer or a previous customer, create a new Service Agreement (SA) against the existing account . This is done only if the customer is in the same CIS division and customer's usage type is same as in the existing account.
o If the customer is new to Power NI, create a new account by collecting all the information like customer details, premise details, and payment details from the customer.
• Create an Order
o Complete the order questions
• Select the eligible package (tariff) for the customer
• Complete the order
At this point a market message is sent to the Network Business (NB) requesting confirmation of the registration of the new customer.
Process Steps – New Connection Registration for MPRN
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Market Messages for New Connection Registration - MPRN
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Request sent to NB
by Power NI
Response Received by Power NI from NB
Market Messages
010Registration Request
101P Provisional Acceptance
101R Rejected
101331/332/700 - meter details
Accepted
The following are the different market messages received from NB on the request of 010 by Power NI:
Register a Customer for Gas
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The registration process for a Gas customer is similar to that for an electricity customer. The key differences to note include:
• At the time of registering the customer’s details, an appointment is required to be booked by the supplier (Power NI).
• The information carried in the market messages is different and is based on the individual requirements set by the NB for electricity and gas respectively. As a result of different information on the market message, the questions on the order will be changed.
Process Steps – New Connection Registration for GPRN
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Market Messages for New Connection Registration - GPRN
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Request sent to NB
by Power NI
Response Received by Power NI from NB
Market Messages
G601RQRegistration Request
G603N Provisional Acceptance
S1501N Rescheduled
101R Rejected
G604N Accepted
The following are the different market messages received from NB on the request of G601RQ by Power NI:
Rejection of New Connection Registration Process - Electricity
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If Network Business (NB) rejects the registration request, the market message 101R is sent to Power NI.
The status of the registration request is set to Rejected and a log entry is added.
Based on the rejection code, either a To Do is created for the CSA to investigate or a letter is automatically issued to the customer advising them that their new connection request was unsuccessful.
A letter is automatically sent, if there is no opportunity for the CSA to resolve the rejection.
If a To Do is created, CSA identifies if the customer needs to be contacted to resolve the rejection.
• If customer contact is required, CSA contacts the customer to get the required information and resolves the rejection.
• If customer contact is not required, CSA resolves the cause of rejection and completes the ToDo.
Rejection of New Connection Registration Process - Electricity
(Contd.)
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On resolving the rejection issue, CSA resubmits the registration request.
• On resubmitting the request, the registration request is initiated.
If the reason for rejection cannot be resolved, the CSA must manually create a Customer Contact to send a letter to the customer informing them that the registration is unsuccessful.
Rejection of New Connection Registration Process - Gas
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If Network Business (NB) rejects the registration request, the market message G602RJ is sent to Power NI.
The status of the registration request is set to Rejected and a log entry is added.
Based on the rejection code, either a To Do is created for the CSA or a letter is automatically issued to the customer advising them that their new connection request was unsuccessful.
A letter is automatically sent, if there is no opportunity for the CSA to resolve the rejection.
If a To Do is created, CSA identifies if the customer needs to be contacted to resolve the rejection.
• If customer contact is required, CSA contacts the customer to get the required information and resolves the rejection.
• If customer contact is not required, CSA resolves the cause of rejection and completes the ToDo.
Rejection of New Connection Registration Process – Gas (Contd.)
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On resolving the rejection issue, CSA resubmits the registration request.
• On resubmitting the request, the cancellation request is initiated.
If the reason for rejection cannot be resolved, the CSA must manually create a Customer Contact to send a letter to the customer informing them that the registration is unsuccessful.
Instructor Demo
Demo 1 – Create and complete an order for registering a customer for single premise, single account – electricity (For an existing customer).
Demo 2 – Register a new customer for one account with multiple premises – Keypad.
Demo 3 – Resolve a rejection To Do and resubmit the request (Scenario: MPRN does not exist).
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Exercises
• Exercise 1 – Create and complete an order for registering a customer for single premise, single account – electricity (For an existing customer).
• Exercise 2 – Register a new customer for one account with multiple premises – Keypad.
• Exercise 3 – Resolve a rejection ToDo and resubmit the request (Scenario: MPRN does not exist).
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Review Key Characteristics
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Register a Customer (Add Account, Add Person, Add Premise)
Create an Order
Note: If the request is for a gas customer, an appointment must be booked by
Power NI for site works.
Rejection of registration request
o Selects the To Do created by the system
o Resolves the To Do
o Resubmits the request
You have completed this course, and should now be able to:
Create an Order
Schedule an appointment (only for Gas customers)
Complete an order
Resubmit an order
Identify the various request and response market message
related to New Connection Registration process
Understand the steps involved in the rejection of a registration request
Process Review
43
Process 2
New Connection Cancellation
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Business Context
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The New Connection Cancellation process is triggered under three different scenarios:
• When a customer contacts Power NI to cancel the registration
• When Power NI decides to cancel the registration, and;
• When an unsolicited cancellation message is received from the NB.
The new connection registration process can be cancelled only when the process is pending (not completed); otherwise it follows the Change of Supplier (CoS) process.
After completing this section, you will be able to:
Understand the valid reasons for cancelling a new connection registration
Cancel a new connection registration process:
• On request initiated by customer
• Initiated by the business
Understand various request and response market messages related to New Connection cancellation
Understand the steps involved in the rejection of a new connection cancellation request
Understand the concept behind an unsolicited cancellation of a new connection request
Process Objectives
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Cancel a Customer Registration
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The status of the registration request is set to ‘Pending Cancel’ and a log entry is added.
To cancel a pending registration, the following steps must be performed:
• Power NI sends out a market message informing NB of the cancellation. The CSA needs to select the correct cancellation reason while sending the market message to NB.
• NB responds to the cancellation request with either an acceptance or rejection message:
o If accepted, a cancellation requested acceptance letter is sent to the customer.
o If rejected, depending on the code in the rejection message, either a letter is automatically sent to the customer or a To Do is created for the CSA. A letter is automatically sent, if CSA does not have the opportunity to try and resolve the rejection.
Process Steps
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Market Messages for New Connection Cancellation - Electricity
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Request sent to NB
by Power NI
Response Received by Power NI from NB
Market Messages
011Cancel registration request
111R Rejected
111 Accepted
The following are the different market messages received from NB on the request of 011 by Power NI:
Reason Codes for Cancelling a Registration
50
Cancellation Reason Codes Description
CR Customer requests not to proceed with the contract to supply
SE Customer registers the meter point in error but cancellation is not as a result of an objection
The following are the reason codes Power NI use to cancel a registration sent to NB:
Market Messages for New Connection Cancellation - Gas
51
Request sent to NB
by Power NI
Response Received by Power NI from NB
Market Messages
G605RQCancel registration request
G606RJ Rejected
G607N Accepted
The following are the different market messages received from NB on the request of G605RQ by Power NI:
Rejection for New Connection Cancellation - Electricity
52
If Network Business (NB) rejects the cancellation request, the market message 111R is sent to Power NI.
The status of the cancellation request is set to Cancellation Rejected and a log entry is added.
Based on the rejection code, either a To Do is created for the CSA or a letter is automatically sent to the customer.
• A letter is automatically sent, if the CSA does not have the opportunity to try and resolve the rejection.
• If a To Do is created for the CSA and if the CSA cannot resolve the To Do:
o A customer contact is created, and
o The Cancellation Rejection letter is sent to the customer.
• If CSA resolves the To Do, the CSA resubmits the cancellation request.
Reason Codes for Rejecting a Cancellation Request - Electricity
53
The following are some of the reason codes that NB sends while rejecting a new connection cancellation request (111R).
Rejection Reason Codes Description
CCC Fieldwork completed and so registration cannot be cancelled.
IMP The MPRN does not exist.
IMS A cancellation request is received for new registration and the MPRN status is energised. A cancellation request can also be received for a terminated meter point.
IRC The cancellation reason code is invalid.
SNR The supplier submitting the cancellation request is not registered to this MPRN or does not have a pending registration.
Reason Codes for Rejecting a Cancellation Request - Electricity
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The following are some of the reason codes that NB sends while rejecting a new connection cancellation request (111R).
Rejection Reason Codes (ROI) Description
IA The 011 received was a duplicate request. MRSO Already have a valid, cancellation for this MPRN.
DIJ Data invalid for jurisdiction.
Rejection for New Connection Cancellation - Gas
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If Network Business (NB) rejects the cancellation request, the market message G606RJ is sent to Power NI.
The status of the cancellation request is set to Cancellation Rejected and a log entry is added.
Based on the rejection code, either a To Do is created for the CSA or a letter is automatically sent to the customer.
• Once the To Do is completed, the CSA resubmits the registration request.
• If CSA is not able to resolve the rejection, a cancellation rejection letter is sent to customer.
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Process Steps
Reason Codes for Rejecting a Cancellation Request - Gas
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Rejection Reason Codes Description
GDNE GPRN does not exist
NNDG Not an NDM GPRN
GPPS GPRN not provisionally registered to Shipper
ISSC Invalid Shipper ID/Supplier ID Combination
SSDS Shipper status does not support this request type
ISRN Site works reference number does not exist
The following are the reason codes that NB sends while rejecting a new connection cancellation request (G606RJ) .
Reason Codes for Rejecting a Cancellation Request - Gas(Contd.)
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Rejection Reason Codes Description
RRBS Original Site Works Reference Number belongs to another shipper
SRBG Original Site Works Reference Number belongs to another GPRN
OSNS Original Site Works Reference Number not set aside for Registration Related Activity
SCCT Site Works cannot be cancelled because of time constraints
SWAC Site Work already complete
ORCR Outstanding Registration cancellation request at this GPRN
Unsolicited Cancellation for New Connection
59
Sometimes NB sends an unsolicited request to cancel the customer’s registration.
In such a scenario:
• A To Do is created for the appropriate role to resolve. If the To Do is resolved, the new connection registration process is resubmitted; else the registration process is cancelled.
Example: NB sends an unsolicited cancellation if the request cannot be completed within the permitted timeframes. The reason code for this would be ‘TO’.
Instructor Demo
• Demo 1 – Cancel a pending registration on a customer request – Dual-fuel (for only electricity).
• Demo 2 – Identify the reason code for a new connection cancellation rejection (Scenario: New Connection request already completed).
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Exercises
• Exercise 1 – Cancel a pending registration on a customer request – Dual-fuel (for only electricity).
• Exercise 2 – Identify the reason code for a new connection cancellation rejection (Scenario: New Connection request already completed).
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Review Key Characteristics
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The customer or the business initiates a new connection cancellation process.
Based on the rejection reason code, a To Do is created or a letter is automatically sent to the customer.
Power NI sends out a cancellation rejection letter to the customer when the cancellation request is rejected.
CSA resubmits the cancellation request after resolving the rejection issue.
If the CSA cannot resolve the To Do:
• A customer contact is created, and
• The Cancellation Rejection letter is sent to the customer.
You have completed this course, and should now be able to:
Understand the valid reasons for cancelling a new connection registration
Cancel a new connection registration process:
• On request initiated by customer
• Initiated by the business
Understand various request and response market messages related to New Connection cancellation
Understand the steps involved in the rejection of a new connection cancellation request
Understand the concept behind an unsolicited cancellation of a new connection request
Process Review
63
Review Your Knowledge
64
You have completed this course, and should now be able to:
Complete a new connection request
Understand the steps involved in the rejection of a new connection registration process
Cancel registration for a pending new connections request
Understand the steps involved in the rejection of a new connection cancellation request
Course Review
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Parking Lot
Have we met the course expectations you stated at the beginning of this course?
Are there any questions in the parking lot that are not answered?
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Course Evaluation
Complete the course evaluation using SurveyMonkey.
Your instructor will provide you with instructions on accessing SurveyMonkey and completing your course evaluation.
It will take you 5 to 10 minutes to complete the course evaluation.
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Course Quiz
A course quiz is provided to all users to assess their understanding of the course.
Your instructor will provide you with instructions on taking the assessment.
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CC&B Help Menu (Alt + F1)
User Guides and Simulations
Super Users
ES Project Team Members
ES Helpdesk (?)
Training Sandbox
Need Help After the Course?
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