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Bord Gáis Networks Networks Transformation Programme Pulse March 2011

Bord Gáis Networks Networks Transformation Programme Pulse March 2011. Contents. Vision and Scope of the Networks Transformation Programme. Networks Transformation Programme Timeline. Key Success Factors Technology Choices Focus on Data and Integration

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Bord Gáis Networks Networks Transformation Programme Pulse March 2011

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  1. Bord Gáis Networks Networks Transformation Programme Pulse March 2011

  2. Contents Vision and Scope of the Networks Transformation Programme Networks Transformation Programme Timeline Key Success Factors • Technology Choices • Focus on Data and Integration • Engaging the Business : Conference Room Pilots Experience post Go Live

  3. BordGáis Networks – Quick Facts Background • Irish Gas Market Place: • BordGáis is the key player, owning and operating the majority of the Irish and Northern Irish (Firmus Energy) T&D Networks • Networks: asset owner & network operator for Ireland’s Gas T&D network • Supply: provides gas to ~650,000 gas users • Expanding dual fuel offering in Irish open market, began electricity campaign in February this year and has gained 300,000 customers • Also moving into renewable energy forms, and building generation asset portfolio • Key Tenants of BordGáis Corporate Strategy: • Outperform regulatory targets (financial / non-financial) • Through the offering of dual fuel products with exemplary service the company will strengthen its customer base • Through significant investment in new electricity and gas assets, value will be added for all shareholders Key Financials Turnover: €1,349m (2008) Profit before tax €119m Tangible Fixed Assets €3,543m Bord Gáis Networks BordGáis Networks builds and operates the natural gas networks in Ireland. It also owns and operates significant gas pipeline assets in Northern Ireland. It manages a full 24-hour emergency response service and handles over 20,000 call-outs a year.

  4. Networks Transformation Vision & Strategy “Make BGN a best in class Network Utility Service Provider, and Improve our Customer Service capability, allowing us to meet our current and future regulatory targets and expectations” Achieve out-performance through step change in core T&D capabilities Focus on Customer Excellence Build a structure thatpromotes functional excellence Optimise the standards & policies Realise increased value through partnerships with contractors / suppliers Next generation IT systems

  5. Transformation Structure and Scope BGN Transformation Structure Business Process & System Implementation Organisation Development Networks Contractor/ Supplier Review WAM/ FM New Networks Operating Model Period Contractor Model GTMS/ IUS Competency Framework Category Procurement Business Intelligence/ Data Management New Building Project Metering Handheld Devices Delivering Excellence across Networks

  6. Transformation Scope BordGáis Networks High Performance Utility Model Decision Support Tools Organisation Building Blocks Business Processes Systems Landscape

  7. Project Scope Project Mgt Asset Management Customer Appointments MeterReads Meter Assets Asset Investment Planning Routine Work Generation Customer Service Meter Data Management Project Management SCADA / EMS Investment Programs Agent Desktop Routine Work Events & Failures Alarms Work Status Asset Analytics Asset Condition Maintenance Rules Work Status, Completion, & Quotes Consumption Data Asset Analysis Asset Records Management Asset Attributes Work & Bill Status Real-Time Asset History Project Work Asset Value Network Analysis & Design Work Management Property Accounting As-Built Facilities and Field Data Work Initiation Property Units Follow-up Work Initiated Work Finance & Accounting Existing Facilities Compatible Units (CUs) Project Costs Unplanned Work GIS Labor Costs CUs Actual Labor HR Payroll Time Entry Existing Facilities Changed Facilities Mgt. Data Mgt. Data Designs & As-Builts CUs Work Reporting & Closing Work Management & Tracking Work Planning & Estimating Graphic Design Back-Office Actual Labor Work to Design GL & Payment Status Supply Chain Spatial Systems PR Status & Vendors Mgt. Data Scheduled Work Planned Work Materials Management Actual Materials Work Completion Details Finance & Accounting Payment Requests Work Scheduling Contract Management Actual Contractor Back-Office Work Status Material Reservations Work to Dispatch Appointment Request Purchase Requests Mobile Data Crew Configuration Work Forecast Vehicle Locations Work Details Mobile Network Mobile Data Work Dispatch Crew Composition Capacity Planning & Forecasting Vehicle Management Materials Management Procurement Re-Order Requests Work Details Supply Chain Resource Management Solution Architecture - Applications

  8. Project Scope Project Mgt Asset Management Customer Appointments MeterReads Meter Assets Asset Investment Planning Routine Work Generation Customer Service Meter Data Management Project Management SCADA / EMS Investment Programs Agent Desktop Routine Work Events & Failures Alarms Work Status Asset Analytics Asset Condition Maintenance Rules Work Status, Completion, & Quotes Consumption Data Asset Analysis Asset Records Management Asset Attributes Work & Bill Status Real-Time Asset History Project Work Asset Value Network Analysis & Design Work Management Property Accounting As-Built Facilities and Field Data Work Initiation Fixed Assets GL & AR Project Cost Purchasing HR Property Units Follow-up Work Initiated Work Finance & Accounting Existing Facilities Compatible Units (CUs) Project Costs Unplanned Work GIS Labor Costs CUs Actual Labor HR Payroll Time Entry Existing Facilities Changed Facilities Mgt. Data Mgt. Data Designs & As-Builts CUs Work Reporting & Closing Work Management & Tracking Work Planning & Estimating Graphic Design Back-Office Actual Labor Work to Design GL & Payment Status Supply Chain Spatial Systems PR Status & Vendors Mgt. Data Scheduled Work Planned Work Materials Management Actual Materials Work Completion Details Finance & Accounting Payment Requests Work Scheduling Contract Management Actual Contractor Back-Office Work Status Material Reservations Work to Dispatch Appointment Request Purchase Requests Mobile Data Crew Configuration Work Forecast Vehicle Locations Work Details Mobile Network Mobile Data Work Dispatch Crew Composition Capacity Planning & Forecasting Vehicle Management Materials Management Procurement Re-Order Requests Work Details Supply Chain Resource Management Solution Architecture - Applications Legacy IUS Legacy Legacy

  9. Solution Architecture - Supporting Technologies Enterprise Service Bus (Oracle Fusion Middleware) Decision Support and Reporting / Enterprise Data Warehouse Document Management Integration (MS SharePoint) E-Mail Integration (MS Outlook)

  10. Contents Vision and Scope of the Networks Transformation Programme Networks Transformation Programme Timeline Key Success Factors • Technology Choices • Focus on Data and Integration • Engaging the Business : Conference Room Pilots Experience post Go Live

  11. Deploy 1 (Office Based Maximo & Click “Lite”) Deploy 2 (Maintenance Syclo & Advanced Click Deploy 3 (Siteworks, CAPEX, New Connections Syclo & Advanced Click) Deploy 4 (PRE Syclo & Advanced Click) WAM / FM Go Live Finalise Click/ Syclo Design TOM and PDD Design Test Phases Build Deploy Go – No Go Process Review Go Live Date Review Go Live Date Integrate with NTP Projects Plan Build Plan Test Plan Cutover Project Management Manage Scope & Resources Manage Quality Manage Risks & Issues Produce RICEFW Functional Specs Prep Assembly Test Assembly Test Produce Configuration. Design Specs Prep Product Test Product test Produce CRP Materials Prep Integration Test Integration test Configure Solution & Unit Test Application Delivery Design, Install and Build Environments Sandbox Development Test Production Support Technology and Work Environment Technical Design Develop & Unit Test RICEFW Support Test Execution / Fixes Embed Support Organisation Plan TA Test Execute TA Test Perf Test Support Solution TC1 TC2 TC3 DR Con User Engagement (Acceptance)) CRP 1 CRP 2 Users Review Data in Solution Business Users Integration test UAT Scripted Engage Stakeholders Pilot Role Based Organisation Change Plan Business Delivery Detailed Communication Design Support Change Network Execute Communications (Review & Update Plan) Training & Performance Support Design Develop & Test Training & PS Material Train the Trainer Deliver Training Deliver Training Business Readiness (e.g. Data Readiness) Define Support Requirements Prepare Support Organisation

  12. The Right Team Program Leadership Executive Sponsorship Training Delivery Data Quality Program Management Business Transformation Systems Delivery / Industry Experience Change Management / Training Local UK/Ireland Resources Maximo / Click / Syclo Experience Maximo Functional and Industry Experts Maximo Technical Experts T&D Best Practices

  13. Contents Vision and Scope of the Networks Transformation Programme Networks Transformation Programme Timeline Key Success Factors • Technology Choices • Focus on Data and Integration • Engaging the Business : Conference Room Pilots Experience post Go Live

  14. Key Success Factors Maximo 7.1.1.6 – Most up to date Maximo release available at a reasonable time before go live. Use of Oracle Fusion Middleware to standardise interfaces and minimise impact on source and target systems Use of Virtualisation technology to meet availability targets at a lower cost (automatic load balancing / failover) Click 7.5.7 – Mature version of Scheduling Tool to minimise project implementation risk SycloAgentry 5.1.14 – most stable version of Syclo available prior to start of Pilot Test Implementation of dedicated Mobile VPN and APN to meet high availability and security requirements on the field

  15. Key Success Factors Oracle Fusion Middleware • All major interfaces to Maximo via Oracle Fusion Middleware • (SOA Suite 11g / Service Bus 11g) • Synchronous / Asynchronous Interfaces • Reusable Web Services • Guaranteed message delivery • Ordered delivery of messages where required • Use of canonical message enables reuse across multiple applications e.g. Purchase Requisitions • Centralised Monitoring of Interfaces via Middleware Administration Tool Point to Point Interfaces • Minor Legacy Applications via direct connection to Maximo Service Optimization (Click Schedule) Oracle Fusion Middleware OSB /SOA IUS Minor Legacy Applications Maximo Oracle EBS GIS SCADA Mobile Device Management HTTPS/SSL Web Service HTTPS/SSL Web Service HTTPS/SSL Web Service HTTPS/SSL Web Service HTTPS/SSL Web Service HTTPS/SSL Web Service HTTPS/SSL Web Service Point To Point

  16. DataRetirement DataCreation DM&ACapabilities DataUsage DataStorage DataMovement Key Success Factors BordGáis has a Robust Data Management Structure DataGovernance DataStructure Data Architecture Master Data Data Security Data Quality • Data Ownership • Data Stewardship • Data Policies • Data Standards • Data Modeling • Data Hierarrchy • Data Migration • Data Storage • Data Access • Data Archiving • Data Retirement • Master Data Management • Reference Data Management • Data Privacy • Data Retention • Data Profiling • Data Cleansing • Data Monitoring • Data Compliance • Data Traceability

  17. Key Success Factors Data Profiling was very important in understanding our data early

  18. Key Success Factors Conference Room Pilots Engaged the Business as the programme progressed

  19. Inventory of Conference Room Pilot (CRP) Scenarios • Construction – Large Transmission Project • Maintenance – PM Schedule / Survey programme • Emergency Response & Repair – Class 1 including GIS integration • Customer Requested New Connection • Appointment based Siteworks/ Customer Service Order – Fit/Set Meter • Distribution Project for replacements/refurbishments • Grid Control / SCADA Alarm • Additional Detail Flows • Inventory Management • Contractor Payment Management • Scheduling and Dispatch • Work Execution / Mobile

  20. Emergency Response and Repair – PDD Phase CRP (Part 1) Maximo 1 Customer Service Representative IAD 3 Continued on Next Page Customer A customer calls the Emergency Line 1850 20 50 50 to report an escape of gas and the call is routed to the Customer Service Representative 2 On creation of the Service Request in the IAD a Work Order is automatically generated in Maximo with the correct tasks, pre-requisites, labour and material requirements The CSR using the Emergency Call Script in the IAD determines the leak details and creates a Service Request against the GPRN The CSR raises a Service Request against a street address / GPRN. • Emergency Call Script in IAD • May I take your name? • May I take your GPRN? • Escape Address? • Caller contact number? • Is the Gas Escape Internal or External? • At what location is the smell? • Enter any additional information? • Can you access you Gas Meter? • Are there any works in the area of the escape? • Is there a broken or damaged main? • Issue out the Safety Advise Notice The Emergency Work Order automatically appears in the Click Schedule to be allocated to the Field Worker The Emergency Dispatcher uses Click Schedule / Locate to find the nearest available resource (Currently working on planned work) and dispatches the work to the resource in Click Schedule 4 Emergency Dispatcher Click Locate / Click Schedule

  21. Emergency Response and Repair – PDD Phase CRP (Part 1) Continued on Next Page Work Completion Information is sent back to Maximo from the mobile device 9 6 Dispatched Work is sent from Maximo to the Fitters Mobile Device (Syclo) Syclo 7 The Fitter interrupts any ongoing planned work in Syclo and accepts the Emergency Response work order Upon arriving at the location of the PRE, the Fitter determines that the escape is a Class 1 and updates the Work Order on the mobile device, creating a request for follow on Leak Repair Fitter will call the Emergency Dispatch Center to escalate. GIS The Emergency Response Work Order is updated in Maximo 14 13 Maximo sends details of the location to GIS. A leak object is created in GIS 5 Maximo WO Work dispatch details are sent from Click Schedule to Maximo Maximo WO 12 Maximo Location Emergency Dispatcher will liaise with the Supervisor and reference Click Locate to decide on the optimal resource and then dispatches the Work to the crew in Click Schedule 10 A new Maximo Location is created to represent the Class 1 leak at the XY coordinates captured Click Locate/ Click Schedule As part of the Work Order updating the Fitter captures the XY coordinates of the leak on the mobile device. 8 Fitter Maximo WO Emergency Dispatcher 11 The Emergency Dispatcher raises a follow-up work order against the new Leak Location. Work Order is generated in Maximo with the appropriate task, prerequisites, labor, and material requirements. The Work Order is sent to Click Schedule

  22. Emergency Response and Repair – Design Phase CRP Escape Call No Gas Call New Call (Other)

  23. IAD – Escape Call Scripting Integrated Agent Desktop (IAD) Bulletins: (0) Go To Reports Start Center Profile Sign Out Help Escape Log List Service Request Related Records Specifications Please Read: “May I take your Name?” Y Customer Name 30, Clonard Street, Balbriggan, County Dublin 386367 Susan Martin Meters G4 Diaphragm Type M12345 Please Read: “May I take your GPRN Number (Meter Point Number) ?” If GPRN not available click the arrow to search: GPRN Number Gas On Meter Installed GPRN Point Status Please Read: “Are you calling to report an Escape”? Please Read: “Is this the correct Address?” Correct Address? Report Escape? GPRN Service Status View Work History Y Select the button below to view work history at this location Please Read: “Your Contact Numbers?” 087 665 7876 0850 768 543 Phone: (M) Phone: (H) Please Read: “Is the gas escape Internal or External?” E Internal/External Please Read: “At what location is the smell” Near the exposed service pipe Smell Location Do you want to Enter Job Remarks? Remarks Gas service hit by water company Please Read: “Can you Access your meter?” Y Access Meter Please Read: “Please confirm if you are able to turn off your Gas supply at the valve next to the meter?” Y Turn off Meter Please Read: “Are there any works in the area of the escape?” Y Works in Area Please Read: “Is the Smell from a Bord Gais Installation?” Y BGN Installation Please Read: “Is there broken or damaged Pipe?” Y Damaged Pipe Complete SR Select the button below to Complete the Servcie Request

  24. IAD – Escape Call Scripting – Safety Advice Integrated Agent Desktop (IAD) Bulletins: (0) Go To Reports Start Center Profile Sign Out Help Escape Log List Service Request Related Records Specifications Please Read: “May I take your Name?” Y Customer Name Please Read: “May I take your GPRN Number (Meter Point Number) ?” If GPRN not available click the arrow to search: 4 Clanmorris Ave, Limerick 123456 GPRN Number Martin Lanagan Regular Meter Description Here M12345 Meter Gas On GPRN Point Status Installed GPRN Service Status Please Read: “Is this the correct Address?” Please Read: “Are you calling to report an Escape”? Correct Address? Correct Address? Please Read: View Work History Y Select the button below to view work history at this location • -- Do not operate an electrical applicance, switches, or equipment. If switched on leave on. • -- Do not smoke and extinguish any naked flames. • -- Do not use mobile phones in the vicinity of the escape • -- Do not work in the area of the escape • -- Remove all personnel from the affected area. • -- The Senior Person on site should identify themselves to the Bord Gais representative Please Read: “Your Contact Numbers?” 087 665 7876 0850 768 543 Phone: (M) Phone: (H) Please Read: “Is the gas escape Internal or External?” E Internal/External Please Read: “At what location is the smell” Please confirm that you have understood this safety advice Near the exposed service pipe Smell Location Do you want to Enter Job Remarks? Remarks Service hit by water company Please Read: “Can you Access your meter?” Y Access Meter Please Read: “Please confirm if you are able to turn off your Gas supply at the valve next to the meter?” Y Turn off Meter Please Read: “Are there any works in the area of the escape?” Y Works in Area Please Read: “Is the Smell from a Bord Gais Installation?” Y BGN Installation Please Read: “Is there broken or damaged Pipe?” Y Damaged Pipe Complete SR Select the button below to Complete the Servcie Request

  25. Completed SR – WO Creation Confirmation CALLCTR NEW 5/01/10 07:45 AM CHEINEMA 12345 368367 Susan Martin 30, Clonard Street, Balbriggan, County Meters G4 Diaphragm Type M12345 087 668 2798 smarting@abc.com Susan Martin Resident 087 668 2798 087 432 8765 Inbound smartin@abc.com Work Order 1005 Created 30 Clonard Street Dublin 3954.6543 8632.9871 Balbriggan Ireland Escape Call RESPOND / ESCAPE Respond to Escape Gas service hit by Water Company 13/10/2009 Gas On Installed 12321

  26. Completed SR View Call Script Flow CALLCTR NEW 5/01/10 07:45 AM CHEINEMA 12345 368367 Susan Martin 30, Clonard Street, Balbriggan, County Meters G4 Diaphragm Type M12345 087 668 2798 smarting@abc.com Susan Martin Resident 087 668 2798 087 432 8765 Inbound smartin@abc.com 30 Clonard Street Dublin 3954.6543 8632.9871 Balbriggan Ireland Escape Call RESPOND / ESCAPE Respond to Escape Gas service hit by Water Company 13/10/2009 Gas On Installed 12321

  27. ClickSchedule Task List • …task arrives in Task list showing all relevant information, including: • work type • time constraints • location • resource type 12345 1 Escape 9 NEW Leinster Leinster NE 12345 1 Escape 9 ALLOC Leinster Leinster NE 12345 1 No Gas 7 ALLOC Leinster Leinster NE 12345 1 No Gas 7 NEW Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE

  28. ClickSchedule Semi-Automated Scheduling …user launches Schedule Wizard (semi-automated scheduling) to return list of scheduling options 12345 1 Escape 9 NEW Leinster Leinster NE 12345 1 Escape 9 ALLOC Leinster Leinster NE 12345 1 No Gas 7 ALLOC Leinster Leinster NE 12345 1 No Gas 7 NEW Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE

  29. ClickSchedule Engineer Gantt …user has selected appropriate resource option and task is now displayed (scheduled) in Gantt chart against appropriate resource 12345 1 Escape 9 ALLOC Leinster Leinster NE 12345 1 Escape 9 ALLOC Leinster Leinster NE 12345 1 No Gas 7 ALLOC Leinster Leinster NE 12345 1 No Gas 7 NEW Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE 12345 1 Repair 8 IN PROG Leinster Leinster NE

  30. Syclo - Job List ERES 9 1005 368367 Desc: 1005 – Escape Call Loc: 368367 – 30 Clonard St Balbriggan, County Dublin

  31. Syclo - Job List – Status Menu ACCEPTED ARRIVED ERES 9 1005 368367 MAKE SAFE COMPLETE Desc: 1005 – Escape Call Loc: 368367 – 30 Clonard St Balbriggan, County Dublin

  32. Syclo - Job Details 1005 RECEIVED Escape Call 368367 - 30, Clonard Street, M12345 - Meters G4 Diaphrag ERES

  33. Syclo - X/Y Coordinate 3954.6543 8632.9871

  34. Syclo – Capture Failure Codes

  35. Syclo - Job List ERES 9 1005 368367 Desc: 1005 – Escape Call Loc: 368367 – 30 Clonard St Balbriggan, County Dublin

  36. Syclo - Job List – Status Menu ACCEPTED ARRIVED ERES 9 1005 368367 MAKE SAFE COMPLETE Desc: 1005 – Escape Call Loc: 368367 – 30 Clonard St Balbriggan, County Dublin

  37. Other innovative features of the NTP Maximo Solution Integrated Agent Desktop (IAD) – Call Center application Prerequisites Management in Work Order Tracking “Bulk” work order creation for distribution projects and outage restorations Data requirements based on Status and Work Type – Table Driven Implementation of Calibrations solution Contractor Unit reporting for Payments “Projects” module

  38. NTP Program Video

  39. Contents Vision and Scope of the Networks Transformation Programme Networks Transformation Programme Timeline Key Success Factors • Technology Choices • Focus on Data and Integration • Engaging the Business : Conference Room Pilots Experience post Go Live

  40. Call Centre • No. of calls received in Call Centre increased over NTP Go Live due to a larger number of shipper queries on appointment and customer queries on appointments • Severe weather event also increased the number of calls in Nov’10 & Dec’10 • Service Level dropped with the increased no. of calls handled in Call Centre • No of abandoned calls (outside of Service Level of 20 seconds) peaked in Jan’10 due to severe weather event and also peaked at NTP go-live – severe weather also had an impact on the number of abandoned calls.

  41. Escalations The # of Escalations end Jan/Feb driven by Meter Replacement Programme, Schedule Querying on Non Appointable work, and Access Info updates (call ahead for access).

  42. Projects & Estimations 2 1 3 • Shows that the average length of time for Non Gas Estate & Mains Extension Projects to reach Design / Operations Approval increased over the period of NTP Go-Live • Similarly for I/C estimates • Similarly for Development Feeder Main Projects (worth noting in this case that the size of the project can also lead to a slower rate of turnaround – this combined with new Maximo system contributes to Nov’11 peak

  43. Questions

  44. Backup / CRP Slides Do not remove

  45. IAD – Escape Call Scripting – GPRN Search Integrated Agent Desktop (IAD) Bulletins: (0) Go To Reports Start Center Profile Sign Out Help Escape Log List Service Request Related Records Specifications Please Read: “May I take your Name?” Y Customer Name Please Read: “May I take your GPRN Number (Meter Point Number) ?” If GPRN not available click the arrow to search: GPRN Number Susan Martin Meter GPRN Point Status GPRN Service Status Please Read: “Are you calling to report an Escape”? Correct Address? Clonard Dublin

  46. IAD – Escape Call Scripting – GPRN Search Select Integrated Agent Desktop (IAD) Bulletins: (0) Go To Reports Start Center Profile Sign Out Help Escape Log List Service Request Related Records Specifications Please Read: “May I take your Name?” Y Customer Name Please Read: “May I take your GPRN Number (Meter Point Number) ?” If GPRN not available click the arrow to search: GPRN Number Susan Martin Meter GPRN Point Status GPRN Service Status Please Read: “Are you calling to report an Escape”? Correct Address? Clonard Dublin 368367 M123456 Susan Martin 30 Clonard St, Balbriggan 087 382 44345 smartinn@abc.com 123456 M543264 Susan Jones 34 Clonard St, Balbriggan 087 654 9864 sjones@over.ie 768529 M883721 Chris Heineman 40 Clonard St, Balbriggan 087 324 99876 dch3l@sync.com

  47. IAD – Escape Call Scripting – Work History Integrated Agent Desktop (IAD) Bulletins: (0) Go To Reports Start Center Profile Sign Out Help Escape Log List Service Request Related Records Specifications Please Read: “May I take your Name?” Y Customer Name Please Read: “May I take your GPRN Number (Meter Point Number) ?” If GPRN not available click the arrow to search: 30, Clonard Street, Balbriggan, County Dublin 386367 GPRN Number Susan Martin Regular Meter Description Here M12345 Meter Gas On GPRN Point Status 368367 30, Clonard Street, Balbriggan, County Installed GPRN Service Status Please Read: “Are you calling to report an Escape”? Please Read: “Is this the correct Address?” Correct Address? Correct Address? View Work History Y Select the button below to view work history at this location

  48. Carbon Monoxide Call? (ERCO) Yes to any CO Question? Calling to report An Escape? Safety Advise Type Carbon Monoxide Call? (ERCO) Can you Access Meter? GPRN Available? Enter Job Remarks? Concern related To CO? Broken or Damaged Pipe? Correct Address? Smell from BGN Installation? Works in area of escape? Can you Turn Off Gas Valve? Continue with Job? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? System CSR System CSR CSR CSR System CSR CSR CSR CSR CSR CSR CSR CSR View Work History At GPRN At What Location is The Smell? Enter Job Activity Source Code, & Reason Code Enter Remarks Create and Review Job. Update as needed. Internal or External? Read Leak w/ No Broken Pipe Safety Advice Your Contact Numbers? At least 1 of H, W, M Read Internal Leak Safety Advice Provide callback Numbers to customer Read Leak w/ Broken Pipe Safety Advice Advise Rep will be Dispatched within 1 hour Can I take your Address? Can I take your Name? Can I take your GPRN Number? Ask 4 Carbon Monoxide Questions ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR CSR Emergency Call Script – Flow Diagram Return to Completed SR Start Call End Call Advise about Safety Check and End Call Save SR And End Call Internal Smell External Leak w/ Broken Pipe End Call External Leak w/ no Broken Pipe KEY Yes / Normal Path No / Alternate Path

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