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PRODUCTION SUBDIVISION - STUB COMPLETION
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
The Service Desk will coordinate the execution of service related work in order to capture efficiencies by
streamlining the delivery of specified services. The procedures detail the roles and responsibilities of the
Service Desk as well as the required coordination and execution of this work to provide quick turn
around, eliminate multiple trips, and improve customer satisfaction.
Production Subdivision Stub completion procedures address service installations for subdivisions that
have followed the normal Design, Perform, and Order Closure Procedures, and have been engineered
with pre-paid services up to and including the meter locations. This includes both PG&E installed and
Applicant installed production subdivisions. RMC Subdivision Design Team or Applicant Design Team
has previously prepared a subdivision package that includes Electric Sketch and Gas Sketch. The Gas
Service Records (GSR's) will come from Mapping. Job Owner to provide Lot/Address cross reference
and billing information.
Note: If the Service Crew performing the stub completion identifies any hazards, safety issues,
Greenbook violations, added load, flopped lots or other tariff related issues, they will immediately
refer the work to Service Planning for estimating involvement.
1. (Order number) (E or G)
Received Subdivision folder
Receipt of Subdivision Folder from (location) RMC OMD.
1. Receive Subdivision folder from RMC OMD. Update Notification long text (1), receipt of folder, using 2. (Order number) (G)
default text. Received mapped GSR's
2. Receive all Gas Service Records from Mapping once the stubs are mapped. Update Notification long from Mapping.
text (2), receipt of mapped Gas Service Records, using default text. 3. (Order number) (E or G)
Service 3. Place folder in Stub Completion Pending file by Subdivision awaiting request by developer. Subdivision Folder filed at
1 LH Desk 4. Update Notification long text (3), receipt and location of file, using default text. (location) Service Desk.
Other (Sr NB Rep, Estimator, ADE, IPE, etc.) - Receive Request for Service Stub Completion(s)
1. Receive phone call/fax/e-mail from requestor (sub-contractor, developer, etc.).
2. If received by phone, request that information is provided via fax to the Service Desk on the Request
for Service Stub Completion Form. Provide Service Desk fax number. End call.
3. If received by fax, give fax to LH Service Desk. If Service Desk is in another headquarters, fax to
responsible LH Service Desk.
4. If received by e-mail, forward e-mail to the ED LH (Division) Support Services shared mail box.
Note: Customer should be informed that the Service Desk will be contacting them to coordinate
2 LH Other trench inspection and construction dates.
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PRODUCTION SUBDIVISION - STUB COMPLETION
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Receive Request for Service Stub Completion(s)
1. Receive phone/fax/e-mail from requestor (sub-contractor, developer, etc.).
Service 2. If received by phone, request that information is provided via fax on the Request For Service Stub
3 LH Desk Completion Form. Provide Service Desk fax number. End call.
Create Notification
1. Prepare Electric and/or Gas NB Notification. Multiple lots will be bundled on one notification, by
commodity, per customer (subdivision), by request date. Use the Main Work Center found on the original
Notification for the completed Subdivision job.
Service 2. Input unit measures in the Tariff Unit tab of the NB Notification.
4 LH Desk 3. Send template email (SD-1) to LH ADE to link notification to appropriate annual order. SD-1
Link to Annual Order
1. Receive template email (SD-1) from Service Desk.
2. Link notification to appropriate annual order. Gas MAT - 29M, Electric MAT - 16S
3. Send template email (SD-2) to ED LH (Division) Support Services shared mail box, confirming SD-1
5 LH ADE notification has been linked to annual order. SD-2
Schedule Trench Inspection/Service Crew
1. Receive template email (SD-2) from LH ADE confirming notification linked to annual order.
2. If a trench inspection is required, call customer to negotiate dates for scheduling trench and mandrel
inspections and service crew. Complete Request for Inspection form.
3. If customer is unsure of trenching date, instruct customer to call Service Desk back when ready to
determine date.
4. Create appointment for trench inspection in Grpcal ClickSchedule (headquarters).
5. Create appointment for Service Crew in Grpcal ClickSchedule (headquarters) , 3 working days after
scheduled inspection date if applicable.
6. Send template e-mail (SD-4) to ED ClickSchedule Construction (Area) to notify scheduling of
scheduled Service Crew dates, copy Job Owner if needed.
NOTE: Scheduling Group will finalize the following weeks schedule by 1pm Wednesday. Any
available time in the following week will be filled with miscellaneous construction work. This
Service miscellaneous construction work can be replaced with Service Desk work untill Friday. The SD-2
6 LH Desk current week will be locked down. SD-4
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PRODUCTION SUBDIVISION - STUB COMPLETION
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Compile Trench Inspection Package
1. Based on trench inspection dates, pull appropriate subdivision folder from Stub Completion Pending
file, pull the following for the lots specified in request:
Service a. Original Gas Service Record(s). Ensure correct lot and address is on the GSR.
7 LH Desk b. Copies of Electric Sketch and/or Gas Sketch for specified lots.
Compile Trench Inspection Package (continued)
2. Include blank copies of the appropriate inspection log forms - Underground Inspection Log (form
M610481 single service) or Subdivision Service Inspection Log (form M610479 multiple service). Insure
customer contact information is filled out on trench inspection package request.
3. Identify scope of work (i.e. PG&E install or Applicant install) and indicate on Trench Inspection
Package.
4. Include Service Energized/Pressurized form in Trench Inspection Package.
5. Include appropriate Operation Ticket from annual order for construction.
6. Forward Trench Inspection Package to Field Supervisor, Trench Inspection Supervisor, or Trench
Inspector based on local trench inspection process. Update Notification long text (1), movement of 1. (Notification number) (E
package, using default text. or G) Sent Job Package to
NOTE: If there is a change identified between the original engineered design and the requested (Field Supervisor, Trench
Service service, i.e. flopped lot, the package should be handed off to the LH Service Planning group for Inspection Supervisor, or
8 LH Desk follow-up by an estimator. Trench Inspector) (LAN ID).
Field
Supervisor Manage Trench Inspection if Required
/ Trench 1. Receive Trench Inspection Package from Service Desk.
Inspection 2. Plan, coordinate, and manage trench inspection based on scheduled trenching dates.
9 LH Supervisor 3. Hand off Trench Inspection Package to Trench Inspector.
Trench Inspection if Required
1. Receive and review Trench Inspection Package from Supervisor or Service Desk.
2. Perform trench inspection and coordinate corrections with customer as required to pass the inspection.
3. Complete appropriate inspection log and Request for Inspection form on every inspection.
Trench 4. Call Service Desk when trench inspection is completed, passed or failed.
10 LH Inspector 5. Daily return completed Trench Inspection Packages to Service Desk.
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PRODUCTION SUBDIVISION - STUB COMPLETION
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Notify Customer of Trench Failure
1. Notified of trench inspection failure by Trench Inspector.
2. If trench inspection failed and customer was not available for Trench Inspector, call customer to notify
of failed trench inspection and that Service Crew date is in jeopardy if not corrected within 24hrs.
3. If not corrected within 24hrs, call Scheduler to cancel scheduled Service Crew for following day and
Service notify customer that they will need to call the Service Desk to re-schedule trench inspection.
11 Desk 4. If corrected within 24hrs, proceed with scheduled work.
Create Work Package for Scheduled Work
1. Receive completed Trench Inspection Package from inspector and merge with Stub Completion
Package in pending file, if inspection was required.
2. Daily review Grpcal ClickSchedule (headquarters) for scheduled Service Crew work.
3. Pull Work Packages from pending file for work scheduled the following day.
Service 4. Verify Premise and Service Point are correct in CC&B.
12 LH Desk 5. Verify panel/house line inspection has been entered in CC&B by the RMC MSD if required.
Create Work Package for Scheduled Work - (continued)
6. For T-man identified work, start service in CC&B and issue Field Order through FAS to connect service 1. (Notification Number) (E)
and set meter if panel inpection found in CC&B. Update Notification long text (1),issued Field Order, Issued Field Order via FAS
using default text. to T-Man.
7. For 1-Man or 2-Man identified work, print Order Release Form if required, and issue a FORS tag for 2. (Notification Number) (E
construction if panel/house inpection found in CC&B and include in Stub Completion Package. or G) Sent Stub Completion
Service 8. For 1-Man or 2-Man send Stub Completion Packages to construction. Package to Construction
13 LH Desk 9. Update Notification long text (2), movement of package, using default text. (LAN ID)
No Inspection Found
Service 1. Contact customer to notify them inspection is not recieved and to contact local agency.
14 LH Desk Note: If no inspection is found, proceed with service completion w/o the meter set.
T-Man Complete Field Order - FAS
1. Receive FAS field order.
2. Connect service and install meter as scheduled.
15 LH T-Man 3. Enter completion information in FAS.
Dispatch Service Crew 1-Man or 2-Man
Field 1. Receive Stub Completion Package from Service Desk.
16 LH Supervisor 2. Hand off Stub Completion Package to Service Crew as scheduled.
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PRODUCTION SUBDIVISION - STUB COMPLETION
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Install Service - 1-Man or 2-Man Crew - Non FAS
Service 1. Perform work as specified in the Stub Completion Package.
Group 2. Return completed Stub Completion Package to Field Supervisor, including FORS tag, completed
17 LH Crew Service Energized/Pressurized form, and completed Gas Service Record.
Service Installed
1. Receive completed Stub Completion Package from crew.
Field 2. Review for accuracy and completion.
18 LH Supervisor 3. Forward completed Stub Completion Package to Service Desk.
1. (Notification number) (E
or G) Received Stub
Completion Package from
crew.
2. (Notification number) (E
Complete Stub Completion Package or G) Missing
1. Receive and review completed Stub Completion Package for completeness. Update Notification long (documents/information)
text (1), receipt of package, using default text. from Stub Completion
2. If incomplete, return to Field Supervisor to provide missing or incorrect documents/information. Update Package. Returned to Field
Notification long text (2), missing (documents/information), using default text. Supervisor (LAN ID).
3. Daily, pull & FAX Completed Service Energized/Pressurized form and completed FORS tag to the 3. (Notification number) (E
RMC Meter Set Desk (MSD) for entry in CC&B - Stamp or mark form FAXED with date and re-insert in or G) Service
completed Stub Completion Package. Update Notification long text (3) of form(s) sent, using default Text. Energized/Pressurized form
(Sacramento MSD Area 1,2,6 & 7, FAX internal # 8-760-9856, external 916-760-9856) (Fresno MSD and/or FORS Tag faxed to
Area 3,4 & 5, FAX # internal 8-347-5338, external 559-347-5338) (location) RMC MSD.
4. Ensure Unit Measures are correct in NB Notification. 4. (Notification number) (E
5. Forward Gas Service Record and/or Electric Sketch to mapping. Update Notification long text (4), sent or G) Sent (GSR, Electric
Service documents to mapping, using default long text. Sketch) to (location)
19 LH Desk 6. Complete (close) notification. mapping.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 5 of 32
PRODUCTION SUBDIVISION TEMPORARY POWER
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
The Service Desk will coordinate and perform service related work in order to capture efficiencies by streamlining
the delivery of specified services. The procedures detail the roles and responsibilities of the Service Desk as well
as the required coordination and execution of this work to provide quick turn around, eliminate multiple trips, and
improve customer satisfaction.
Temporary Power procedures address temporary power requests that involve routine installation by a T-Man at an
existing box location in a production subdivision with existing secondary. 200 AMP main panel or less, 120/240 Volt,
Single Phase service only. All others follow the Temporary Power <1 year procedure.
Note: If the T-Man performing the temporary power connection identifies any hazards, safety issues,
Greenbook violations, added load or other tariff related issues, they will immediately refer the work to
Service Planning for estimating involvement.
1. (Order number) (E or G)
Received Subdivision folder
Receipt of Subdivision Folder from (location) RMC OMD.
1. Receive Subdivision folder from RMC OMD. Update Notification long text (1), receipt of folder, using default text. 2. (Order number) (E or G)
Service 2. Place folder in Stub Completion Pending file by Subdivision awaiting request by developer. Subdivision Folder filed at
1 LH Desk 3. Update Notification long text (2), receipt and location of file, using default text. (location) Service Desk.
Other (Sr NB Rep, Estimator, ADE, IPE, etc.) - Receive Request for Temporary Service in Production Sub-
Division
1. Receive phone/fax/e-mail from requestor (sub-contractor, developer, etc.). Note: Developers should be
encouraged to utilize the Temporary Construction Power Request Form to request temporary power per
Service Planning Bulletin 2006-05.
2. If received by phone, then request that information is provided via fax or e-mail to the ED LH (Division) Support
Services shared mail box. Provide electronic version of Temporary Construction Power Request Form if necessary.
End call.
3. If received by fax, then give fax to LH Service Desk. If Service Desk is in another headquarters, then fax to
responsible LH Service Desk.
4. If received by e-mail, then forward e-mail to responsible ED LH (Division) Support Services shared mail box via
2 LH Other template e-mail.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 6 of 32
PRODUCTION SUBDIVISION TEMPORARY POWER
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Receive Request for Temporary Service
1. Receive phone/fax/e-mail from requestor (sub-contractor, developer, etc.).
2. If received by phone, then request that information is provided via fax or e-mail to ED LH (Division) Support
Services shared mail box. Provide electronic version of Temporary Construction Power Request Form if necessary.
Service Note: Developers should be encouraged to utilize the Temporary Construction Power Request Form to
3 LH Desk request temporary power per Service Planning Bulletin 2006-05.
Temporary Construction Power Package
1. Receive completed application for temporary power or Temporary Construction Power Request Form.
2. Create a WR Notification in SAP for Rule 13, electric construction temp power less than 1 Year. Multiple
temporary service will be bundled on one notification, per customer (subdivision), by request date. Use the Main
Work Center found on the original Notification for the completed subdivision job.
3. Write notification number on Temporary Construction Power Form documents.
4. Create Temporary Power Package, with Temporary Construction Power Form and Project Information Package 1. (Notification number) (E)
(PIP), Electric Sketch for Lot/Location. Sent Temporary Power
Service 5. Send Temporary Power Package to LH ADE for review of constructability and linking to annual order. Update Package to LH ADE (LAN
4 LH Desk Notification long text (1), movement of package, using default text. ID)
Link to Annual Order and Review Temporary Power Request
1. Receive Temporary Power Package from Service Desk, review and confirm temp power location. 1. (Notification number) (E)
2. Link notification to appropriate annual order. Sent reviewed Temporary
3. Return reviewed Temporary Power Package to Service Desk. Update Notification long text (1), movement of Power Package to Service
5 LH ADE package, using default text. Desk.
File Management - Temporary Power Package 1. (Notification number) (E)
1. Receive approved Temporary Power package from LH ADE. Received reviewed
Service 2. File original copy by notification in Service Desk Prod-Subdivision Temporary Power Pending file awaiting Temporary Power Package
6 LH Desk payment. Update in Notification Long Text (1), completion of task and location of file, using default text. from LH ADE (LAN ID)
Create Billing Letter 1. (Notification number) (E)
1. Identify Temporary Power costs for Routine Installation - T-Man from Temporary Construction Power Flat Cost Customer billed ($$Amount)
matrix per Service Planning Bulletin 2006-05. See Technical Support, Service Planning website for current flat cost with return envelope to
table. Concord RMC CFM.
2. Create billing letter and distribute to customer with return envelope to CFM Concord RMC. Update Notification 2. (Notification number) (E)
long text (1), amount due and date sent, using default text. Temporary Power file
Service 3. Place in pending file awaiting payment and panel inspection. Update in Notification long text (2), movement of placed in pending payment
7 LH Desk package. Use default text. and final inspection.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 7 of 32
PRODUCTION SUBDIVISION TEMPORARY POWER
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Receive Payment Notification
1. Receive auto-notification from CFM upon receipt of check. Update Notification long text (1) receipt of payment 1. (Notification number) (E)
Job notification, using default text. Payment notification
8 LH Owner 2. Forward auto-notification from CFM to Service Desk, ED LH (division) Support Services shared mail box. received.
Create Premise and Service Point and Identify Existing Inspection
1. Receive auto-notification email from Job Owner showing payment processed.
2. Set up Premise and Service Point in CC&B. Update Notification long text (1), creation of Premise and Service
Point, using default text.
3. Review Unmatched Inspection Spreadsheet in SharePoint for panel inspections that have already been received.
4. If found, post to Service Point in CC&B and send template e-mail (MS-13) to ED RMC Sacramento Northern
Meter Set or ED RMC Fresno Southern Meter Set shared mail box requesting removal of inspection from
Unmatched Inspection Spreadsheet.
5. If not found in Unmatched Inspection Spreadsheet, query CC&B for panel inspection posted to residential Service 1. (Notification number) (E)
Point in error. Created Premise and
6. If found posted in error, send template e-mail (MS-13) to ED RMC Sacramento Northern Meter Set or ED RMC Service Point in CC&B.
Service Fresno Southern Meter Set shared mailbox, requesting correction. Premise (number) and
9 LH Desk 7. If not found posted in error, MSD will post inspection to the Service Point once received. Service Point (number). MS-13
Start Service and Issue Meter Set
1. Verify Premise and Service Point is pre-assigned in CC&B and the panel inspection has been posted. Place
Package in follow up to ensure meter set prior to completing notification.
2. If found, Start Service in CC&B and issue Field Order through FAS to set meter. Ensure required characteristics
for temporary power are included in electric service point. Update Notification long text (1), issued meter set, using 1. (Notification number) (E)
Service default text. Issued meter set tag via
10 LH Desk 3. If no inspection found, contact customer to follow-up with local agency. FAS.
T-Man Complete Field Order - FAS
1. Receive FAS field order.
2. Connect service and install meter as scheduled.
11 LH T-Man 3. Enter completion information in FAS.
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PRODUCTION SUBDIVISION TEMPORARY POWER
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Process Completed Temporary Power Work Package
1. Ensure FAS work is complete.
2. Ensure Unit Measures are correct in NB Notification. 1. (Notification number) (E)
3. Complete (close) notification in SAP. All Temporary Power tasks
Service 4. Place completed Temporary Power Package in Subdivision file. File by lot/address. complete, notification
12 LH Desk 5. Update Notification long text (1), all tasks complete, using default text. completed.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 9 of 32
ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
The Service Desk will coordinate and perform service related work in order to capture efficiencies by
streamlining the delivery of specified services. The procedures detail the roles and responsibilities of
the Service Desk as well as the required coordination and execution of this work to provide quick turn
around, eliminate multiple trips, and improve customer satisfaction.
Electric Panel Upgrade/Relocations Procedure applies to customers requesting to have their service
disconnected/reconnected for electrical work involving no added load, added load, relocation of the
panel, panel replacement, or upgrade involving panel repairs. If work involves CT's, follow Design
Procedures.
Note: These Procedures apply only to those situations where PG&E facilities are adequate (OK
to Serve). If PG&E facilities are not adequate and require replacement, whether PG&E generated
(gray or deteriorated OH services), or customer generated (extending service point, added load
requiring service replacement), follow Initiate & Design Procedures including a complete New
Business/WRO Application from customer.
Note: If the field tech performing the disconnect identifies any hazards, safety issues,
Greenbook violations, added load or other tariff related issues, they will immediately refer the
work to Service Planning for estimating involvement.
Customer Call to Local Headquarter (Not Clerical)
1. Receive Customer Call. (LH Clerk, Sr. NB Rep, Estimator, ADE, IPE, etc.)
2. Understand request for simple disconnect/reconnect request that may not require a site visit prior to
dispatching the work.
3. Complete template e-mail (SD-8) and send to LH ADE .
Note: If request involves added load, collection of monies, panel relocation or Tariff related
work, a site visit may be required, therefore, the work request should be handed off to LH
1 LH Other Service Planning for follow-up. Follow Initiate NB WRO Procedures. SD-8
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 10 of 32
ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
Request for Simple Disconnect Reconnect
1. Receive template e-mail (SD-8) to review request for Simple Disconnect Reconnect.
2. Review request to determine if okay to disconnect/reconnect without additional Service Planning
involvement.
3. If not additional Service Planning involvement, send template e-mail (SD-9) to ED LH Service Desk
(Location) to schedule disconnect Reconnect.
4. If additional Service Planning involvement required, send template e-mail (SD-9) to ED LH (Location) SD-8
2 LH ADE Support Service to to contact customer to obtain the correct application for service. SD-9
Receive Simple Disconnect / Reconnect Service Request
1. Receive request for simple Disconnect/Reconnect (SD-9) from LH ADE.
2. Contact and confirm disconnect/reconnect date(s) with customer based on LH T-man scheduling
practices.
3. Create Field Activity/Field Order in CC&B to dispatch T-Man via FAS. Create one Field Order for the
disconnect and one Field Order for the reconnect.
Service 4. Enter notation "Disconnect/Reconnect - No Estimating Involvement" in comments section in FAS.
3 LH Desk 5. Place copy of reconnect Field Order in pending file awaiting inspection and follow up. SD-9
Perform Disconnect for Simple Disconnect Reconnect
1. Receive FAS field order.
2. Utilize T-Man Discon Recon Checklist to verify that work qualifies for simple disconnect/reconnect.
3. Perform disconnect as scheduled.
4. Enter completion information in FAS.
5. If reconnect is to occur same day discuss with customer/contractor, estimated time for T-man to
return for reconnect.
4 LH T-Man 6. Clarify city/county inspection requirements.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 11 of 32
ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
Reconnect Set Up for Simple Disconnect Reconnect
1. Pull reconnect follow up field orders from pending file for today's scheduled reconnects. Work these
field orders throughout the day to ensure inspections are documented.
2. Verify inspection has been entered in CC&B by the RMC MSD.
Service 3. If no inspection found by 3pm call Sacramento MSD (Areas 1,2,6 & 7) # 800-417-3917, Fresno MSD
5 LH Desk (Areas 3,4 & 5) # 800-417-2219.
Perform Reconnect for Simple Disconnect Reconnect
1. Verify inspection on site if available e.g. county sticker on panel.
2. Perform reconnect as scheduled.
6 LH T-Man 3. Enter completion information in FAS.
ADE Application Review - non Simple Disconnect Reconnect
1. Receive Application Package from LH Clerk.
2. Pull and copy appropriate map and include in Application Package.
3. Review Application to determine type of work requested and whether a site visit is required.
7 LH ADE 4. Link to appropriate annual order.
Site Visit Needed for Annual Order
1. Assign Estimator for site visit if rquired and create appointment in Grpcal ClickSchedule 1. (Notification or Order
(headquarter) Outlook calendar. number) (E) Sent
2. Send Application Package to LH Estimator. Update Notification long text (1), movement of file, using Application Package to LH
8 LH ADE default text. Estimator (LAN ID).
View LH Estimating Schedule
1. View Outlook Group Calendar Grpcal ClickSchedule (Headquarters) for scheduled LH estimating
9 LH Estimator functions.
Application Package Review and Site Visit
1. Receive and review Application Package from LH ADE.
2. Perform site visit.
10 LH Estimator 3. Record site specific information to determine if existing PG&E facilities are adequate to serve.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 12 of 32
ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
Post Site Visit Tasks
1. Change label to "Complete" on appointment in Outlook Group Calendar Grpcal ClickSchedule
(Headquarters).
2. Determine if existing PG&E facilities are adequate to serve.
3. If PG&E facilities are inadequate to serve, determine if work will be at PG&E or customer expense.
a. If PG&E expense, initiate reconstruction work per current Initiate & Design Procedures.
b. If customer expense, initiate New Business/WRO work per current Initiate & Design Procedures.
11 LH Estimator c. Communicate with customer and set expectations regarding additional work identified.
Post Site Visit Tasks - (continued)
4. If PG&E facilities are adequate to serve, complete Service Desk Transmittal Form and attach to front
of Estimate Package folder.
5. Review CC&B to verify correct premise and service point. If any changes or corrections are required,
complete CorDaptix Premises & Service Point Set-Up Form with corrections and send to ED RMC
Sacramento New Premise Set Up .
6. Ensure T-Man or 2 Man crew has been identified on Service Desk Transmittal Form.
7. Ensure communication with customer to set expectations regarding Elect Panel Upgrade/Relocation
and scheduling process. 1. (Notification number) (E)
8. Compile and provide complete Estimate Package to LH ADE for review. Update Notification long text Sent Estimate Package to
12 LH Estimator (1), movement of file, using default text. LH ADE (LAN ID)
Estimate Package Review and Recommendation 1. (Notification number) (E)
1. Receive and review Estimate Package from Estimator. Update in notification long text (1), receipt of Received Estimate Package
Estimate Package, using default text. from LH Estimator.
2. Ensure Estimator has completed and attached Service Desk Transmittal Form. 2. (Notification number) (E)
3. Send Estimate Package to Service Desk. Update Notification long text (2), movement of file, using Sent Estimate Package to
13 LH ADE default text. Service Desk.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 13 of 32
ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
Schedule Service Crew
1. Receive completed Estimate Package from LH ADE
2. Review Service Desk Transmittal Form to determine crew size.
3. Call customer to negotiate dates for scheduling service crew.
4. If customer is unsure of construction date, instruct customer to call Service Desk back when ready to
request date.
5. Create appointment for Service Crew in Grpcal ClickSchedule (headquarters) .
6. Send template e-mail (SD-4) to ED ClickSchedule Construction (Area) to schedule, copy Job Owner if
needed.
7. Place in pending file awaiting scheduled construction.
NOTE: Scheduling Group will finalize the following weeks schedule by 1pm Wednesday. Any
available time in the following week will be filled with miscellaneous construction work. This
Service miscellaneous construction work can be replaced with Service Desk work untill Friday. The
14 LH Desk current week will be locked down. SD-4
Create Work Package for Scheduled Work
1. Daily review Grpcal ClickSchedule (headquarters) for scheduled Service Crew work.
2. Pull Work Packages from pending file for work scheduled the following day.
3. Verify panel inspection has been entered in CC&B by the RMC MSD. 1. (Notification Number) (E)
4. For T-man identified work, issue Field Orders through FAS. Create one Field Order (am) for the Issued Field Order via FAS
disconnect and one Field Order (pm) for the reconnect. Update Notification long text (1), Field Orders to T-Man.
issued, using default text. 2. (Notification Number) (E)
Service 5. For 2-Man Crew send Work Packages to construction. Sent Work Package to
15 LH Desk 6. Update Notification long text (2), movement of package, using default text. Construction (LAN ID).
No Inspection Found
Service 1. Contact customer to notify them inspection is not recieved and to contact local agency.
16 LH Desk Note: If no inspection is found, proceed with service completion w/o the meter set.
T-Man Complete Field Order - FAS
1. Verify inspection on site if available (e.g. county sticker on panel)
2. Disconnect/reconnect service as scheduled.
17 LH T-Man 3. Enter completion information in FAS.
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ELECTRIC PANEL UPGRADE/RELOCATIONS
Where SERVICE DESK PROCEDURES
Who E-Mail
Procedure Step Default Text Template
Dispatch Service Crew 1-Man or 2-Man
Field 1. Receive Work Package from Service Desk.
18 LH Supervisor 2. Hand off Work Package to Service Crew as scheduled.
Install Service - 1-Man or 2-Man Crew - Non FAS
Service 1. Perform work as specified in the Work Package.
19 LH Group Crew 2. Return completed Work Package to Field Supervisor.
Service Installed
1. Receive completed Work Package from crew.
Field 2. Review for accuracy and completion.
20 LH Supervisor 3. Forward completed Work Package to Service Desk.
Process Completed Work Package
1. Receive Completed Work Package from Service Group Supervisor.
2. Ensure FAS work is complete in CC&B. Pull Work Package from pending file.
Service 3. Enter notification units in SAP as necessary.
21 LH Desk 4. Complete notification in SAP.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 15 of 32
GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
The Service Desk will coordinate and perform service related work in order to capture efficiencies by
streamlining the delivery of specified services. The procedures detail the roles and responsibilities of
the Service Desk as well as the required coordination and execution of this work to provide quick turn
around, eliminate multiple trips, and improve customer satisfaction.
Gas Alteration/Meter Upgrade Procedure applies to customers requesting to alter gas service, added
load, relocation of the meter, or upgrade.
Note: These Procedures apply only to those situations were PG&E facilities are adequate (OK
to Serve). If PG&E facilities are not adequate and require replacement, whether PG&E
generated (copper service), or customer generated (relocating service point, added load
requiring service replacement), follow normal Initiate & Design Procedures including a
complete New Business/WRO Application from customer.
ADE Application Review
1. Receive Application Package from LH Clerk.
2. Pull and copy appropriate map and/or Gas Service Record and include in Application Package.
3. Review Application to determine type of work requested, order requirements and whether a site visit
is required..
4. If work can be done on an annual order, link to appropriate order.
5. Create specific order if required. Tailor operations on Operation Overview Screen in SAP as
necessary.
1 LH ADE 6. For specific orders, enter date required in site visit operation.
Site Visit Needed
1. Assign Estimator for site visit if required and create appointment in Grpcal ClickSchedule
(headquarter) Outlook calendar. 1. (Notification or Order
2. Update Main Work Center to the Estimators. number) (G) Sent
3. Send Application Package to LH Estimator. Update Notification long text (1), movement of file, using Application Package to LH
2 LH ADE default text. Estimator (LAN ID)
View LH Estimating Schedule
1. View Outlook Group Calendar Grpcal ClickSchedule (Headquarters) for scheduled LH estimating
3 LH Estimator functions.
0353e31d-f935-4c53-a723-1d9c685edbad.xls 16 of 32
GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
Application Package Review and Site Visit
1. Receive and review Application Package from LH ADE.
4 LH Estimator 2. Perform site visit. See Estimator Job Owner Design Procedures for site visit steps
Post Site Visit Tasks
1. Change label to "Complete" on appointment in Outlook Group Calendar Grpcal ClickSchedule
(Headquarters).
2. Confirm Site Visit operation in SAP for specific order jobs. SVCUST or SVEST.
3. Utilize CU Templates as appropriate to complete estimate and generate appropriate billing letter if
required.
4. Complete Service Desk Transmittal Form and attach to front of Estimate Package folder.
5. Ensure Gas Service Rep or 2 man crew has been identified on Service Desk Transmittal Form.
6. Ensure communication with customer to set expectations regarding Gas Alteration/Meter Upgrade
and scheduling process.
7. Review CC&B to verify correct premise and service point. If any changes or corrections are
required, complete CorDaptix Premises & Service Point Set-Up Form and send to ED RMC
Sacramento New Premise Set Up 1. (Notification or order
8. For specific orders only, change status in SAP to "ADER". number) (G) Sent Estimate
9. Compile and provide Complete Estimate Package to LH ADE for review. Update Notification long Package to LH ADE (LAN
5 LH Estimator text (1), movement of file, using default text. ID).
Estimate Package Review and Recommendation
1. Receive and review Estimate Package from Estimator. Update in notification long text, receipt of
Estimate Package, using default text.
2. Ensure Estimator has completed and attached Service Desk Transmittal Form and billing letter if
required.
3. Recommend design, confirm estimating operation and ensure status changed on specific orders
only in SAP to "APPR". 1. (Order number) (E) Sent
4. Send Estimate Package to LH Estimator pending payment notification. Update Notification long text Estimate Package to
6 LH ADE (1), movement of file, using default text. Service Desk.
0353e31d-f935-4c53-a723-1d9c685edbad.xls 17 of 32
GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
Billing and Payment Notification
1. Receive Estimate Package from ADE.
2. Mail Billing Letter to customer with a return envelope to Concord CFM. Include trench and meter
specifications and any other related documents from the Greenbook.
3. File Estimate Package in personal pending file awaiting payment notification from CFM.
4. Receive auto-notification from CFM upon receipt of check. Update Notification Long Text (1) receipt
of payment notification, using default text.
5. If trench inspection is required, include Request for Inspection form in Estimate Package with basic
information completed.
6. Send template email (SD-6) to ED RMC (location) Order Management , to change status to UNSC.
7 LH Estimator 7. Forward Estimate Package to Service Desk. SD-6
Schedule Trench Inspection/Service Crew
1. Receive completed Estimate Package from LH Estimator.
2. Review Service Desk Transmittal Form to determine if a trench inspection is required.
3. If a trench inspection is required, call customer to determine dates for scheduling trench inspection
and service crew. Complete Request for Inspection form.
4. If customer is unsure of trenching date, instruct customer to call Service Desk back when ready to
8 LH Service Desk determine date.
Schedule Trench Inspection/Service Crew - (continued)
5. Create appointment for trench inspection in Grpcal ClickSchedule (headquarters).
6. Create appointment for Service Crew in Grpcal ClickSchedule (headquarters) , 3 working days after
scheduled inspection date if applicable.
7. Send template e-mail (SD-4) to ED ClickSchedule Construction (Area) to schedule, copy Job Owner
if needed.
NOTE: Scheduling Group will finalize the following weeks schedule by 1pm Wednesday. Any
available time in the following week will be filled with miscellaneous construction work. This
miscellaneous construction work can be replaced with Service Desk work untill Friday. The
9 LH Service Desk current week will be locked down. SD-4
0353e31d-f935-4c53-a723-1d9c685edbad.xls 18 of 32
GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
Create Trench Inspection Package if Required
1. Assemble Trench Inspection Package containing copy of job sketch, Request for Inspection form
and blank copies of the appropriate inspection log forms - Underground Inspection Log (form 1. Sent Trench Inspection
M610481). Package to (Field
2. Forward Trench Inspection Package to Field Supervisor, Trench Inspection Supervisor, or Trench Supervisor, Trench
Inspector based on local trench inspection process. Inspection Supervisor, or
10 LH Service Desk 3. Update Notification long text, movement of file, using default text. Trench Inspector) (LAN ID).
Field
Supervisor/ Manage Trench Inspection if Required
Trench 1. Receive Trench Inspection Package from Service Desk.
Inspection 2. Plan, coordinate, and manage trench inspection based on scheduled trenching dates.
11 LH Supervisor 3. Hand off Trench Inspection Package to Trench Inspector.
Trench Inspection if Required
1. Receive and review Trench Inspection Package from Supervisor or Service Desk.
2. Perform trench inspection and coordinate corrections with customer as required to pass the
inspection.
3. Complete appropriate inspection log and Request for Inspection form on every inspection.
Trench 4. Call Service Desk when trench inspection is completed, passed or failed.
12 LH Inspector 5. Daily return completed Trench Inspection Packages to Service Desk.
Notify Customer of Trench Failure
1. Notified of trench inspection failure by Trench Inspector.
2. If trench inspection failed and customer was not available for Trench Inspector, call customer to
notify of failed trench inspection and that Service Crew date is in jeopardy if not corrected within 24hrs.
3. If not corrected within 24hrs, call Scheduler to cancel scheduled Service Crew for following day and
notify customer that they will need to call the Service Desk to re-schedule trench inspection.
13 Service Desk 4. If corrected within 24hrs, proceed with scheduled work.
0353e31d-f935-4c53-a723-1d9c685edbad.xls 19 of 32
GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
Create Work Package for Scheduled Work
1. Receive completed Trench Inspection Package from inspector and merge with Estimate Package in
pending file, if inspection was required.
2. Daily review Grpcal ClickSchedule (headquarters) for scheduled Service Crew work.
3. Pull Work Packages from pending file for work scheduled the following day. 1. (Order Number) (E or G)
4. Verify inspection has been entered in CC&B by the RMC MSD if required. Issued Field Order via FAS
5. For 1-Man or 2-Man identified work, print Order Release Form if required, and issue a FORS tag for to T-Man.
construction if panel/house inpection found in CC&B and include in Work Package. 2. (Order Number) (E or G)
6. For 1-Man or 2-Man send Work Packages to construction. Sent Work Package to
14 LH Service Desk 7. Update Notification long text (2), movement of package, using default text. Construction (LAN ID)
Dispatch Meter Up-Grade
1. Identify work as Meter Up-Grade only based on Service Desk Transmittal Form attached to Work
Package.
15 LH Service Desk 2. Distribute to appropriate work group based on meter size. (Field Services or Construction or T&R)
No Inspection Found
1. Contact customer to notify them inspection is not recieved and to contact local agency.
16 LH Service Desk Note: If no inspection is found, proceed with service completion w/o the meter set.
Dispatch Service Crew 1-Man or 2-Man
Field 1. Receive Work Package from Service Desk.
17 LH Supervisor 2. Hand off Work Package to Service Crew as scheduled.
Install Service - 1-Man or 2-Man Crew - Non FAS
1. Perform work as specified in the Work Package.
Service Group 2. Return completed Work Package, including FORS tag and completed Order Release Form, to Field
18 LH Crew Supervisor.
Service Installed
1. Receive completed Work Package from crew.
2. Review for accuracy and completion.
Field 3. Forward completed Work Package to the LH Clerk for specific orders, and Service Desk for Annual
19 LH Supervisor (Non-specific) Orders.
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GAS ALTERATION/METER UPGRADE
Where SERVICE DESK PROCEDURES
E-Mail
Who Procedure Step Default Text Template
Process Completed Work Package- Specific Order
1. Receive completed Work Package from Field Supervisor. - See Order Closure Procedures for
20 LH Clerk following steps.
Process Completed Work Package - Annual (Non-Specific) Order
1. Receive completed Work Package from Field Supervisor.
2. Enter notification units in SAP as necessary.
3. Complete notification in SAP. 1. (Notification number) (G)
4. Forward completed Work Package to LH Mapping including Gas Service Record. Update Sent Package to LH
21 LH Service Desk Notification long text (1), completion of work, and movement of file, using default text. Mapping.
0353e31d-f935-4c53-a723-1d9c685edbad.xls 21 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
The Service Group will coordinate and perform service related work in order to capture efficiencies by
streamlining the delivery of specified services. The procedures detail the roles and responsibilities of
the Service Desk as well as the required coordination and execution of this work to provide quick turn
around, eliminate multiple trips, and improve customer satisfaction.
Service Desk Service Procedures are defined as those gas and electric services that can be installed
by a T-Man, 1-Man or 2-Man Crew. This work is further defined as services where the customer is
performing all required trenching. This work would have been initiated through the normal New
Business process which involved a LH estimator performing a site visit, completing the estimate and
compiling the work package for hand-off to the Service Desk.
Note: Service Desk Service Procedures only apply to jobs with no critical path dependencies
other than ENVCLCOMP, LANDCLCOMP, BIDSENT, BIDRECD and any billing dependencies. If
any other critical path dependencies are identified the job will not be handled by the Service
Desk and must follow the normal Estimator Job Owner Design, Perform, and Order Closure
Procedures.
Post Site Visit Tasks 1. (Order number) (E or G)
1. Confirm Site Visit operation in SAP, SVCUST or SVEST, and change label on appointment in LH Design Bid sent.
group Calendar to Complete. 2. (Order number) (E or G)
2. Receive Design Bid hours from ADE, Create Design Bid acknowledgement/confirmation letter and Customer (accepted/rejected)
mail to customer. Issue BIDSENT permit on the permit screen in SAP. Update Notification long text (1), Design Bid.
Design Bid sent, using default long text. 3. (Order number) (E or G)
3. Follow up with customer to receive oral customer acceptance or rejection of Design Bid. Indicate Sent Estimate Package to LH
results in the notification long text (2), using default text. Issue BIDRECD permit on the permit screen in ADE (LAN ID)
SAP. 4. (Order number) (E or G)
4. Send template email (DM20) to RMC DPD requesting status change to ERDY. Update Notification Requested status change to
long text (4), requested status change to ERDY, using default text. -See Dependency Management ERDY from (location) RMC
1 LH Estimator Procedures for DPD steps for changing status to ERDY. OMD.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 22 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Estimating and Design
1. Utilize CU Templates as appropriate to complete estimate and generate appropriate billing letter or
contract in CCBS. Include in Estimate Package for ADE review.
2. Complete Service Desk Transmittal Form and attach to front of Estimate Package folder.
3. Ensure T-Man, 1-Man, or 2 Man Crew has been identified on Service Desk Transmittal Form.
4. Change status in SAP to ADER. Manually remove ERDY. 1. (Order number) (E or G)
5. Compile and provide Complete Estimate Package to LH ADE for review. Update Notification long text Sent Estimate Package to LH
2 LH Estimator (1), movement of file, using default text. ADE (LAN ID)
Estimate Package Review and Recommendation 1. (Order number) (E or G)
1. Receive and review Estimate Package from Estimator. Update in notification long text (1), receipt of Received estimate Package
Estimate Package, using default text. from LH Estimator
2. Complete ADE Review section of Service Desk Transmittal Form. 2. (Order number) (E or G)
3. Recommend design, confirm estimating operation and change status in SAP to APPR. Sent Estimate Package to
4. Send Estimate Package to Service Planning Supervisor for authorization per DOA guidlines. Update Service Planning Supervisor
3 LH ADE Notification long text (2), movement of file, using default text. (LAN ID).
Service Estimate Authorization
Planning 1. Receive and authorize estimate package from LH ADE.
4 LH Supervisor 2. Send estimate package to LH Estimator.
Billing and Payment Notification
1. Receive Estimate Package from Service Planning Supervisor.
2. Change status in SAP to PEND.
3. Change status in CCBS for Contract or Billing Letter to be sent to customer from Billing Center. Mail
any related documents from the Greenbook to the customer.
4. Complete CorDaptix Premises & Service Point Set-Up Form and send to ED RMC Sacramento New
Premise Set Up and ED RMC Sacramento Northern Meter Set or ED RMC Fresno Southern Meter Set
shared mail boxes.
5 LH Estimator 5. File Estimate Package in personal pending file awaiting payment notification from CFM.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 23 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Billing and Payment Notification - (continued)
6. Receive auto-notification from CFM upon receipt of payment. Update Notification long text receipt of
payment notification, using default text (1).
7. Send template email (SD-6) to ED RMC (location) Order Management , to change status to UNSC. 1. (Order number) (E or G)
8. If trench inspection is required, include Request for Inspection form in Estimate Package with basic Payment notification received.
information completed. 2. (Order number) (E or G)
9. Forward Estimate Package to Service Desk. Update Notification long text, movement of file, using Sent Estimate Package to
6 LH Estimator default text (2). Service Desk. SD-6
Schedule Trench Inspection/Service Crew
1. Receive completed Estimate Package from LH Estimator.
2. Review Service Desk Transmittal Form to determine if a trench inspection is required.
3. If a trench inspection is required, call customer to determine dates for scheduling trench inspection
and service crew. Complete Request for Inspection form.
Service 4. If customer is unsure of trenching date, instruct customer to call Service Desk back when ready to
7 LH Desk determine date.
Schedule Trench Inspection/Service Crew - (continued)
5. Create appointment for trench inspection in Grpcal ClickSchedule (headquarters).
6. Create appointment for Service Crew in Grpcal ClickSchedule (headquarters) , 3 working days after
scheduled inspection date if applicable.
7. Send template e-mail (SD-4) to ED ClickSchedule Construction (Area) to schedule, copy Job Owner
if needed.
NOTE: Scheduling Group will finalize the following weeks schedule by 1pm Wednesday. Any
available time in the following week will be filled with miscellaneous construction work. This
Service miscellaneous construction work can be replaced with Service Desk work untill Friday. The
LH Desk current week will be locked down. SD-4
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 24 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Create Trench Inspection Package if Required
1. Assemble Trench Inspection Package containing copy of job sketch, Request for Inspection form and
blank copies of the appropriate inspection log forms - Underground Inspection Log (form M610481). 1. Sent Trench Inspection
2. Forward Trench Inspection Package to Field Supervisor, Trench Inspection Supervisor, or Trench Package to (Field Supervisor,
Service Inspector based on local trench inspection process. Trench Inspection Supervisor,
8 LH Desk 3. Update Notification long text, movement of file, using default text. (1) or Trench Inspector) (LAN ID).
Field
Supervisor/ Manage Trench Inspection if Required
Trench 1. Receive Trench Inspection Package from Service Desk.
Inspection 2. Plan, coordinate, and manage trench inspection based on scheduled trenching dates.
9 LH Supervisor 3. Hand off Trench Inspection Package to Trench Inspector.
Trench Inspection if Required
1. Receive and review Trench Inspection Package from Supervisor or Service Desk.
2. Perform trench inspection and coordinate corrections with customer as required to pass the
inspection.
3. Complete appropriate inspection log and Request for Inspection form on every inspection.
Trench 4. Call Service Desk when trench inspection is completed, passed or failed.
10 LH Inspector 5. Daily return completed Trench Inspection Packages to Service Desk.
Notify Customer of Trench Failure
1. Notified of trench inspection failure by Trench Inspector.
2. If trench inspection failed and customer was not available for Trench Inspector, call customer to notify
of failed trench inspection and that Service Crew date is in jeopardy if not corrected within 24hrs.
3. If not corrected within 24hrs, call Scheduler to cancel scheduled Service Crew for following day and
Service notify customer that they will need to call the Service Desk to re-schedule trench inspection.
11 Desk 4. If corrected within 24hrs, proceed with scheduled work.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 25 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Create Work Package for Scheduled Work
1. Receive completed Trench Inspection Package from inspector and merge with Estimate Package in
pending file, if inspection was required.
2. Daily review Grpcal ClickSchedule (headquarters) for scheduled Service Crew work.
3. Pull Work Packages from pending file for work scheduled the following day.
4. Verify inspection has been entered in CC&B by the RMC MSD if required.
5. For T-man identified work, start service in CC&B and issue Field Order through FAS to connect
service and set meter if panel inpection found in CC&B. Update Notification long text (1),issued Field 1. (Order Number) (E or G)
Order, using default text. Issued Field Order via FAS to
6. For 1-Man or 2-Man identified work, print Order Release Form if required, and issue a FORS tag for T-Man.
construction if panel/house inpection found in CC&B and include in work Package. 2. (Order Number) (E or G)
Service 7. For 1-Man or 2-Man send Work Packages to construction. Sent Work Package to
12 LH Desk 8. Update Notification long text (2), movement of package, using default text. Construction (LAN ID)
No Inspection Found
Service 1. Contact customer to notify them inspection is not recieved and to contact local agency.
13 LH Desk Note: If no inspection is found, proceed with service completion w/o the meter set.
T-Man Complete Field Order - FAS
1. Receive FAS field order.
2. Install service and meter as scheduled.
14 LH T-Man 3. Enter completion information in FAS.
Dispatch Service Crew 1-Man or 2-Man
Field 1. Receive Work Package from Service Desk.
15 LH Supervisor 2. Hand off Work Package to Service Crew as scheduled.
Install Service - 1-Man or 2-Man Crew - Non FAS
1. Perform work as specified in the Work Package.
Service 2. Return completed Work Package, including FORS tag and completed Order Release Form, to Field
16 LH Group Crew Supervisor.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 26 of 32
NB/WRO SERVICES
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Service Installed
1. Receive completed Work Package from crew.
Field 2. Review for accuracy and completion.
17 LH Supervisor 3. Forward completed Work Package to the LH Clerk.
Process Completed Work Package
1. Receive completed Work Package from Field Supervisor. - See Order Closure Procedures for
18 LH Clerk following steps.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 27 of 32
TEMPORARY POWER LESS THAN 1 YEAR
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
The Service Desk will coordinate and perform service related work in order to capture efficiencies by
streamlining the delivery of specified services. The procedures detail the roles and responsibilities of the
Service Desk as well as the required coordination and execution of this work to provide quick turn around,
eliminate multiple trips, and improve customer satisfaction.
Temporary Power < 1 Year procedures address temporary power requests that involve OH or UG
temporary power installation by a T-Man or 2 Man Crew. Further defined as 200 AMP main panel or less,
120/240 Volt, Single Phase, with available secondary.
Note: All work other than described above will follow the normal Initiate, Design, Perform, and
Order Closure Procedures, including installation-specific estimates. See Service Planning Bulletin
2006-05 and current Electric Rule 13 Temporary Service.
ADE Application Review
1. Receive and review Temporary Power Package from LH Clerk including completed Temporary
Construction Power Request Form.
2. Pull and copy appropriate map, include in Temporary Power Package and determine if a site visit is
required.
1 LH ADE 3. Link notification to appropriate temporary power annual order. (MAT - EW3)
Site Visit Needed for Non-Specific Order
1. Assign Estimator for site visit if required.
2. Create appointment in Grpcal ClickSchedule (headquarter) Outlook calendar.
3. Send Temporary Power Package to LH Estimator. Update Notification long text, movement of file, using
2 LH ADE default text.
View LH Estimating Schedule
1. View Outlook Group Calendar Grpcal ClickSchedule (Headquarters) for scheduled LH estimating
3 LH Estimator functions.
Temporary Power Package Review and Site Visit
1. Receive and review Temporary Power Package from LH ADE.
4 LH Estimator 2. Perform site visit. See Estimator Job Owner Design Procedures for site visit steps
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 28 of 32
TEMPORARY POWER LESS THAN 1 YEAR
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Post Site Visit Tasks
1. Change label to "Complete" on appointment in Outlook Group Calendar Grpcal ClickSchedule
5 LH Estimator (Headquarters).
Estimating and Design
1. Utilize Temporary Power Flat Cost table, per Service Planning Bulletin 2006-05, as appropriate to
generate appropriate billing letter. Include in Temporary Power Package for ADE review.
2. Complete Service Desk Transmittal Form and attach to front of Temporary Power Package folder. 1. (Notification Number) (E)
3. Ensure T-Man, 1-Man, or 2 Man Crew has been identified on Service Desk Transmittal Form. Sent Temporary Power
4. Compile and provide complete Temporary Power Package to LH ADE for review. Update Notification Package to LH ADE (LAN
6 LH Estimator long text (1), movement of file, using default text. ID)
1. (Notification Number) (E)
Temporary Power Package Review and Recommendation Received Temporary Power
1. Receive and review Temporary Power Package from Estimator. Update in notification long text (1), Package from LH Estimator
receipt of Temporary Power Package, using default text. 2. (Notification Number) (E)
2. Complete ADE Review section of Service Desk Transmittal Form. Sent Temporary Power
3. Send Temporary Power Package to LH Estimator for Billing Letter transmittal. Update Notification long Package to LH Estimator
7 LH ADE text (2), movement of file, using default text. (LAN ID).
Billing and Payment Notification
1. Receive Temporary Power Package from ADE.
2. Mail Billing Letter to customer with a return envelope to Concord CFM if applicable. Include any related
documents from the Greenbook.
3. Complete CorDaptix Premises & Service Point Set-Up Form and send to ED RMC Sacramento New
Premise Set Up shared mailbox. 1. (Notification number) (E)
4. File Temporary Power Package in personal pending file awaiting payment notification from CFM. Payment notification
5. Receive auto-notification from CFM upon receipt of payment. Update Notification long text (1) receipt of received.
payment notification, using default text. 2. (Notification number) (E)
6. Forward Temporary Power Package to Service Desk. Update Notification long text (2), movement of Sent Temporary Power
8 LH Estimator file, using default text. Package to Service Desk.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 29 of 32
TEMPORARY POWER LESS THAN 1 YEAR
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Schedule 2-Man Service Crew
1. Receive completed Temporary Power Package from LH Estimator.
2. Based on negotiated need date create appointment for Service Crew in Grpcal ClickSchedule
(headquarters).
3. Send template e-mail (SD-4) to ED ClickSchedule Construction (Area) to schedule, copy Job Owner if
needed.
NOTE: Scheduling Group will finalize the following weeks schedule by 1pm Wednesday. Any
available time in the following week will be filled with miscellaneous construction work. This
Service miscellaneous construction work can be replaced with Service Desk work untill Friday. The
9 LH Desk current week will be locked down. SD-4
Create Work Package for Scheduled Work
1. Daily review Grpcal ClickSchedule (headquarters) for scheduled Service Crew work.
2. Pull Work Packages from pending file for work scheduled the following day.
3. Verify inspection has been entered in CC&B by the RMC MSD.
4. For T-man identified work, start service in CC&B and issue Field Order through FAS to connect service
and set meter if panel inpection found in CC&B. Update Notification long text (1),issued Field Order, using 1. (Notification Number) (E)
default text. Issued Field Order via FAS
5. For 1-Man or 2-Man identified work, print Order Release Form if required, and issue a FORS tag for to T-Man.
construction if panel/house inpection found in CC&B and include in Temporary Power Package. 2. (Notification Number) (E)
Service 6. For 1-Man or 2-Man send Work Packages to construction. Sent Work Package to
10 LH Desk 7. Update Notification long text (2), movement of package, using default text. Construction (LAN ID)
No Inspection Found
Service 1. Contact customer to notify them inspection is not recieved and to contact local agency.
11 LH Desk Note: If no inspection is found, proceed with service completion w/o the meter set.
T-Man Complete Field Order - FAS
1. Receive FAS field order.
2. Install Temporary Service and meter as scheduled.
12 LH T-Man 3. Enter completion information in FAS.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 30 of 32
TEMPORARY POWER LESS THAN 1 YEAR
SERVICE DESK PROCEDURES
Where
E-Mail
Who
Procedure Step Default Text Template
Dispatch Temporary Service Crew 1-Man or 2-Man
Field 1. Receive Work Package from Service Desk.
13 LH Supervisor 2. Hand off Work Package to Service Crew as scheduled.
Install Temporary Service - 1-Man or 2-Man Crew - Non FAS
Service 1. Perform work as specified in the Work Package.
14 LH Group Crew 2. Return completed Work Package, including FORS tag, to Field Supervisor.
Temporary Service Installed
1. Receive completed Work Package from crew.
Field 2. Review for accuracy and completion.
15 LH Supervisor 3. Forward completed Work Package to the LH Service Desk.
Process Completed Work Package
1. Receive Completed Work Package from Service Group Supervisor.
2. Ensure FAS work is complete. Pull Work Package from pending file.
3. Enter notification units in SAP as necessary.
4. Forward as-built package to LH Mapping including drawings. Update Notification long text (1), 1. (Notification number) (E)
Service movement of package, using default text. As-built package forwarded
16 LH Desk 5. Complete notification in SAP. to (location) Mapping.
0353e31d-f935-4c53-a723-1d9c685edbad.xls Page 31 of 32
SERVICE DESK PROCEDURES CHANGE LOG
Date of change Procedure Step Where Who Description of Change
12/8/2006 Disconnect/Reconnect Removed verbiage regarding Company and ESC review and discussion of th
Disconnect/Reconnect 2 LH Service Desk Added refernce to SD Disc Recon script questions
Disconnect/Reconnect 3 LH T-Man Added refernce to T-Man Disc Recon checklist
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