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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.

0353e31d-f935-4c53-a723-1d9c685edbad.xls                                           Page 1 of 32
                                      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




0353e31d-f935-4c53-a723-1d9c685edbad.xls                                          Page 2 of 32
                                      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.




0353e31d-f935-4c53-a723-1d9c685edbad.xls                                         Page 3 of 32
                                            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.




0353e31d-f935-4c53-a723-1d9c685edbad.xls                                                Page 4 of 32
                                     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.




            0353e31d-f935-4c53-a723-1d9c685edbad.xls                             Page 8 of 32
                                     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.


         0353e31d-f935-4c53-a723-1d9c685edbad.xls                                         Page 14 of 32
                                                 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.

          0353e31d-f935-4c53-a723-1d9c685edbad.xls                                         20 of 32
                                                        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.




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                                            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.




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                                              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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Description: Crew Call Template document sample