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October 2010

Oncor’s 500 In-Home Monitor Program. October 2010. Program Summary. Oncor will be distributing up to 500 in-home monitors (Oct. 1 to Dec. 31) ~ 400 Landis+Gyr ecoMeters ~ 100 Tendril Insight In-Home Displays The recipient will receive a welcome package with their device

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October 2010

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  1. Oncor’s 500 In-Home Monitor Program October 2010

  2. Program Summary • Oncor will be distributing up to 500 in-home monitors (Oct. 1 to Dec. 31) • ~ 400 Landis+Gyr ecoMeters • ~ 100 Tendril Insight In-Home Displays • The recipient will receive a welcome package with their device • Welcome letter with customer support information included • Quick start guide • Educational brochure • Energy efficiency brochure (“Take a Load Off Texas”) • SMT brochure • Collaboration among Oncor, REPs, and vendors required to provide a high-quality customer experience • REPs will receive a list of their customers that received a device • Troubleshooting / support model will be in place • Recipient feedback will be requested, accumulated, and reported

  3. Oncor’s HAN Support Model Tier 1 – Call Center Tier 2 – Trouble Shooting Agents Tier 3 – System Support Agents Tier 4 – Field Support Agents

  4. Support Model Structure – High Level Definitions Tier 1 – The Call Center provides general support by answering customer questions, assisting customer with device set up and user errors. If the call center is not able to resolve the customers issue, they collect the customer information and send the results to the Tier 2 team by means of a referral. Tier 2 – Tier 2 is the key root cause troubleshooting team that administers and manages the triage work throughout the issue life cycle and tier levels. Because issue resolution involves multiple groups, Tier 2 manages the workflow between groups to ensure work is assigned and completed in a timely manner. Tier 2 will ensure closing communications with the call center and the customer are completed. Tier 3 – Back office agents that are engaged to conduct root cause analyses on AMS systems. Tier 4 – Field agents that are engaged for on-site troubleshooting, meter replacement, RF Mesh diagnostics. Issue tracking system – Right Now System to be used for tracking issues, communications, auditing, and reporting results

  5. REP Referral to Oncor

  6. Call Center • Hours of Operation • 8 am – 8 pm CPT Monday – Friday • 8 am – 4 pm CPT Saturday • Call Center Agents • Approximately 20 agents will be trained to handle general HAN questions. • Approximately 5 of those agents will have specialized training to perform HAN troubleshooting. • Contact number for HAN issues and questions is the existing AMS contact number. • (800) 518-2380; select 3 for HAN support. • contactcenter@oncor.com

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