Attachment A - Customer Care Services by PaulMellor

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									AMSA Schedule 4.2 - Attachment A                                                                                                                                                        Attachment A - CCS




  Schedule 4.2 - Attachment A: Customer Care Services




                                                                                                                       Requirements




                                                                                                                                                 Recommend
                                                                                                 Approve




                                                                                                                                       Perform
                                                                                                           Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                       Domain           Comments
                                                                 Activities


        Billing                Calculate Bills   Apply the Tariff, Policies and documented
                                                 billing procedures to customer consumption
    1
                                                 data by approved Meter Reading and Billing
                                                 Schedule.
                                                 Apply appropriate tariff, policy and/or                            Tariff or
    2                                                                                                                                 ABSBC                  Customer Care Services
                                                 guidelines                                                          Policy
                                                 Interpretation of tariff and/or policy as
    3                                                                                                      BCH
                                                 required
                                                 Maintain a record of historial and current
    4                                                                                                                                 ABSBC                  Customer Care Services
                                                 tariff rates and provide as required
                                                 Maintain unmetered charge type and code                            Tariff or
    5                                                                                                                                 ABSBC                  Customer Care Services
                                                 definitions per Tariff and/or policy                                Policy
                                                 Apply edits to audit and resolve billing,
    6                                                                                                                                 ABSBC                  Customer Care Services
                                                 meter and system issues
                                                 Apply applicable meter/unmetered/account                           Tariff or
    7                                                                                                                                 ABSBC                  Customer Care Services
                                                 data                                                                Policy
                                                 Confirm meter/ unmetered/ account data as
    8                                                                                                      BCH
                                                 required
                                                 Calculate and apply applicable taxes and                           Tariff or
    9                                                                                                                                 ABSBC                  Customer Care Services
                                                 levies                                                              Policy
                                                 Interpretation of taxes and levies as
   10                                                                                                      BCH
                                                 required
                                                 Apply appropriate adjustments and/or
   11                                                                                                                                 ABSBC                  Customer Care Services
                                                 reversals to produce a corrected invoice
                                                 Provide rate increase and rate rollback as a
                                                 billing adjustment as long as it is supported
   12                                                                                                                                 ABSBC                  Customer Care Services
                                                 by existing billing system functionality

                                                 Confirm meter/account data or field
   13                                                                                                      BCH
                                                 investigation as required
   14                                            Manage estimation routines                                                           ABSBC                  Customer Care Services
                                                 Apply estimating routines (Move in/Move
   15                                            Out, Scheduled/Non-Scheduled) per                                                    ABSBC                  Customer Care Services
                                                 established guidelines
                                                 Apply interest calculations per established                        Tariff or
   16                                                                                                                                 ABSBC                  Customer Care Services
                                                 policy and Tariff                                                   Policy
                                                 Maintain posting of historical and current
   17                                                                                                                                 ABSBC                  Customer Care Services
                                                 interest rates and provide as required
                                                 Set-up and maintain billing line items for
   18                                            unmetered charges such as fixed supply                              Policy           ABSBC                  Customer Care Services
                                                 charges and a minimum charge
                                                 Apply standard charges and other non-
                                                                                                                    Tariff or
   19                                            energy charges per the Tariff and/or as                                              ABSBC                  Customer Care Services
                                                                                                                     BCH
                                                 directed by BCH
   20                                            Apply billing instructions.                               BCH                        ABSBC                  Customer Care Services
                                                 Provide information and respond to
   21                                                                                                                                 ABSBC                  Customer Care Services
                                                 inquiries related to the bill
                                                 Manual intervention and/or monitoring of a
   22                                            customer account in response to a                                                    ABSBC                  Customer Care Services
                                                 customer issue
                                                 Maintain and update rate tables and
   23                                                                                                                Tariff           ABSBC                  Customer Care Services
                                                 charges in billing system
                                                 Manage all systems necessary for the
                                                                                                                    Tariff or
   24                                            calculation of consumption and/or charges                                            ABSBC                  Customer Care Services
                                                                                                                     Policy
                                                 Provide Customer Care Billing training and                         Tariff or
                                                 manage training material                                            Policy
   25                                                                                                                                 ABSBC                  Customer Care Services
                                                                                                                    Training
                                                                                                                    Manual
                                                 Provide input to training material related to
   26                                                                                                                                 BCH
                                                 policy, tariff changes
                               Customer Bill     Issue bills per approved BC Hydro
   27
                               Issuing           standards and schedule
   28                                            System formatting of the standard bills                                              ABSBC                  Customer Care Services
                                                 Printing of the standard bills includes
   29                                                                                                                                 ABSBC                  Customer Care Services
                                                 duplicates
                                                 Create, maintain and provide annual Meter
   30                                                                                            BCH                                  ABSBC                  Customer Care Services
                                                 Reading and Billing schedule
                                                 Manage service address and mailing
   31                                                                                                                                 ABSBC                  Customer Care Services
                                                 address accuracy
                                                 Issue customer bills in accordance with
   32                                            approved Meter Reading and Billing                                                   ABSBC                  Customer Care Services
                                                 schedule
                                                 Issue customer bills at a frequency
   33                                            consistent with BCH policy and/or                                   BCH              ABSBC                  Customer Care Services
                                                 guidelines
                                                 Prepare and issue collective invoices and
   34                                                                                                                                 ABSBC                  Customer Care Services
                                                 collective statements
                                                 Provide electronic downloads to customers
   35                                                                                                                                 ABSBC                  Customer Care Services
                                                 (e.g. Data Plus)
                                                 Resolve out of balance situation and
   36                                            prepare invoice and issue corrected invoice                                          ABSBC                  Customer Care Services

                                                 Prepare and mail copy invoice when an
   37                                            invoice is destroyed within the bill print                                           ABSBC                  Customer Care Services
                                                 process
                                                 Prepare and mail copy bill when requested
   38                                                                                                                                 ABSBC                  Customer Care Services
                                                 by customer.




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                            1 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                          Attachment A - CCS




                                                                                                                       Requirements




                                                                                                                                                   Recommend
                                                                                                 Approve




                                                                                                                                         Perform
                                                                                                            Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                         Domain           Comments
                                                                  Activities


                                                  Prepare and mail enlarged invoice for
   39                                                                                                                                 ABSBC                    Customer Care Services
                                                  visually impaired customers
                                                  Create and supply bill inserts. This
   40                                                                                                                                  BCH
                                                  excludes billing related materials
                                                  Insert bill stuffers to a maximum weight
   41                                             which maintains the bill package within the                                         ABSBC                    Customer Care Services
                                                  postage limits
                                                  Manual bill stuffing of multiple BC Hydro
   42                                             bills to the same customer (in the same                                             ABSBC                    Customer Care Services
                                                  envelope)
   43                                             Confirm that customers are billed                                                   ABSBC                    Customer Care Services
                                                  Manage appropriate postage process and
   44                                                                                                                                 ABSBC                    Customer Care Services
                                                  contract and mail all bills
                                                  Maintain electronic bill presentment system
   45                                                                                                                                 ABSBC                    Customer Care Services
   46                                             Manage on-line customer service content        BCH       BCH                        ABSBC                    Customer Care Services
                                                  Manage all systems necessary for the
   47                                                                                                                                 ABSBC                    Customer Care Services
                                                  issuance of invoices
                               Power & Special    The general principles under calculate bills
                               Billing            and bill issuing apply to this section.
   48                                             Contracts or rates will dictate whether a
                                                  customer and/or account will require
                                                  special handling.
                                                  Manual calculation, production and issuing
   49                                             of account invoices when accounts require                                           ABSBC                    Customer Care Services
                                                  special handling.
                                                  Maintain inventory for unmetered services
   50                                                                                                                                 ABSBC                    Customer Care Services
                                                  and irrigation
                                                  Provide inputs to inventory for unmetered                                           ABSBC
                                                  services                                                                              BCH
   51                                                                                                                                                          Customer Care Services
                                                                                                                                       Munic-
                                                                                                                                      ipalities
                                                  Assist in issues associated with inventory
   52                                                                                                                                  BCH
                                                  of umetered services
                               Power Smart        The general principles under calculate bills
                               Billing            and bill issuing apply to this section.
   53
                                                  Perform billing services for BC Hydro
                                                  Power Smart Programs
                                                  Provide annual program or initiative plan
   54                                             including contacts for each of the programs                                          BCH
                                                  included in the plan
                                                  For new programs jointly develop an
   55                                                                                                      ABSBC                       BCH                     Customer Care Services
                                                  implementation schedule
                                                  Based on annual plan, request updates on
   56                                             program status from BC Hydro to maintain                 BCH                        ABSBC                    Customer Care Services
                                                  knowledge of requirements
                                                  Calculate and apply appropriate program or
   57                                             initiative charges to customer accounts                                             ABSBC                    Customer Care Services

                                                 Provide BC Hydro with reporting and
                                                 provide standard analysis via agreed report
   58                                                                                                                                 ABSBC                    Customer Care Services
                                                 format that includes summary financial and
                                                 volume information
                               Maintain customer Perform administration to maintain accurate
   59                          information       current and historical customer account
                                                 information
                                                 Maintain current and historical data for
   60                                            customer accounts per appropriate policies                BCH                        ABSBC                    Customer Care Services
                                                 and regulations.
                                                 Respond to Freedom of Information
   61                                            requests and requests for historical                                                 ABSBC                    Customer Care Services
                                                 information
                                                 Manage record retention and confidential
   62                                            destruction of customer records according                 BCH       Policy           ABSBC                    Customer Care Services
                                                 to policy
                               Provide Billing   Provide customers with Billing Plans in
   63
                               Methods           accordance with the Tariff.
                                                 Establish and maintain billing plans for                                              BCH
   64                                                                                                                                                          Customer Care Services
                                                 customers                                                                            ABSBC
                                                 Establish and maintain billing plans in the
   65                                            billing system in accordance with the Tariff    BCH                                  ABSBC                    Customer Care Services

                                                  Recommend new billing methods as
   66                                                                                            BCH                                  ABSBC                    Customer Care Services
                                                  appropriate
                                                  Prepare impact assessments on selected
   67                                                                                            BCH       BCH                        ABSBC                    Customer Care Services
                                                  new billing methods
                                                  Manage implementation of approved new
   68                                                                                            BCH                                  ABSBC                    Customer Care Services
                                                  billing methods
                                                  Report and provide standard analysis via
   69                                             agreed report format on number of                                                   ABSBC                    Customer Care Services
                                                  customers on each billing method
        Payments               Payment            Manage, operate and maintain the
                               Processing         activities, systems and business processes
                                                  involved in payment processing including
                                                  payment adjustments made by request or
                                                  direction of appropriately authorized
   70
                                                  individuals/ organizations and error
                                                  correction. Applying any payment
                                                  debit/credit entries on accounts. Maintain
                                                  record of all payment activities.




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                              2 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                       Attachment A - CCS




                                                                                                                      Requirements




                                                                                                                                                Recommend
                                                                                               Approve




                                                                                                                                      Perform
                                                                                                         Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                      Domain           Comments
                                                                 Activities


                                                 Post and apply utility and non-utility
                                                 payments from approved payment
                                                 channels (e.g. financial institutions,
   71                                            payment partners, Government Agents,                                                ABSBC                  Customer Care Services
                                                 Pharmasave, via collection agency, pay
                                                 stations and drop boxes, by mail,
                                                 preauthorized payments)
                                                 Processing return payments, post to
                                                                                                                  Tariff,
   72                                            account and charge for the return as per                                            ABSBC                  Customer Care Services
                                                                                                                  Policy
                                                 tariff and policy
                                                 Mail customer refund cheques per regular
                                                 and/or special mailing instructions after
   73                                                                                                             Policy             ABSBC                  Customer Care Services
                                                 appropriate approvals are obtained

                                                 Issue stop payment and reapply credit to
   74                                                                                                               Policy           ABSBC                  Customer Care Services
                                                 account
                                                 Reconcile security deposit balance in CCS
   75                                                                                                                                ABSBC                  Customer Care Services
                                                 to general ledger
                                                 Prepare journal entries for miscellaneous
   76                                                                                                               Policy           ABSBC                  Customer Care Services
                                                 payments (e.g. employee telephone use)
                                                 Preparing supporting documentation for
   77                                            approval of miscellaneous write-offs and                BCH        Policy           ABSBC                  Customer Care Services
                                                 process once approved.
   78                                            Approves miscellaneous write-offs                                  Policy           BCH
                                                 Reconcile deposit amounts per bank
                                                 statement to CCS (e.g. nightly finance
                                                 report) or PeopleSoft (e.g. daily balancing
   79                                                                                                                                ABSBC                  Customer Care Services
                                                 report) as appropriate, correct or request
                                                 correction as required (e.g. GL entries).

                                                 Reconcile EFT deposits to customer's
   80                                                                                                                                ABSBC                  Customer Care Services
                                                 payment confirmation email
                                                 Investigate, deposit and post payment
                                                                                                                  Backbillin
                                                 exceptions to customer account.
   81                                                                                                             g Policy,          ABSBC                  Customer Care Services
                                                 Unidentified payments posted to suspense
                                                                                                                    Tariff
                                                 account until identified.
                                                 Maintain and publish record of unidentified
   82                                                                                                                                ABSBC                  Customer Care Services
                                                 payments listing
                                                 Respond to customer/ operational inquiries
                                                 including necessary investigation and
   83                                                                                                                                ABSBC                  Customer Care Services
                                                 resolve payment processing errors

                                                 BC Hydro provides GL codes for all
   84                                            accounts and updates as needed. BCH                                                 BCH
                                                 sets up GL codes
                                                 Update procedures and systems to reflect
   85                                                                                                                                ABSBC                  Customer Care Services
                                                 GL codes as directed by BCH
                                                 Update procedures and systems to reflect
   86                                            banking information as directed by BCH                  BCH                         ABSBC                  Customer Care Services

                                                 BC Hydro provides updated banking
   87                                            information as necessary. BCH sets up and                                           BCH
                                                 closes bank accounts.
                                                 Reconciliation of bank statement to related
   88                                                                                                    BCH                         ABSBC                  Customer Care Services
                                                 GL account
                                                 BCH will respond to inquiries regarding
   89                                                                                                                                BCH
                                                 reconciling items
                                                 Establishing/maintaining PPP accounts
   90                                            received from customers by written request                                          ABSBC                  Customer Care Services

                               Provide payment   Provide options for the payment of
   91
                               options           accounts receivable
                                                 Manage drop-box payment process
   92                                                                                                    BCH                         ABSBC                  Customer Care Services
                                                 including drop-box pickup
   93                                            Manage payments received via royal mail                                             ABSBC                  Customer Care Services
                                                 Manage collection agencies remittance
   94                                                                                                                                ABSBC                  Customer Care Services
                                                 process
                                                 Pay commissions to the collection agency
   95                                                                                                                                ABSBC                  Customer Care Services
                                                 Reconcile received payments and
   96                                                                                                    SP                          ABSBC                  Customer Care Services
                                                 commissions from collection agencies
                                                 Manage various payment option processes
                                                 including:
                                                 - post-dated cheques
                                                 - EFT
                                                 - credit cards
                                                 - pre-authorized bank debit (PPP)
   97                                            - drop-boxes                                            BCH                         ABSBC                  Customer Care Services
                                                 - third-party providers (e.g. payment
                                                 partners, SpectraPay, pay stations,
                                                 collection agencies)
                                                 - financial institutions (e.g. electronic
                                                 channels, over the counter)
                                                 - royal mail
                                                 Renew vendor contracts as appropriate
   98                                            and assist with escalation of vendor issues             BCH                         ABSBC                  Customer Care Services

                                                 Report and provide standard analysis via
   99                                            agreed report format on payment activities                                          ABSBC                  Customer Care Services




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                           3 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                           Attachment A - CCS




                                                                                                                          Requirements




                                                                                                                                                    Recommend
                                                                                                   Approve




                                                                                                                                          Perform
                                                                                                             Assist
                                                     Service Element Description & Supporting
   Nbr Service Component        Service Element                                                                                                                         Domain           Comments
                                                                    Activities


         Credit & Collections   Assess credit risk Activities associated with determining the
                                of new customers credit risk of new customers in existing
   100                          and apply          premises
                                appropriate
                                practice
                                                   Determine credit risk status for new                                 Tariff,
   101                                                                                                                                   ABSBC                  Customer Care Services
                                                   customers                                                            Policy
                                                   Apply tariff rules to establish appropriate
                                                   form of security on all new customers at
                                                                                                                        Tariff,
   102                                             time of application. Work done by                         BCH                         ABSBC                  Customer Care Services
                                                                                                                        Policy
                                                   BCH(e.g. Grow Ops, Fire, Alterations, New
                                                   Service Applications) is excluded.
                                                   Place customers choosing to provide
                                                   external credit references on secured plan
                                                                                                                        Tariff,
   103                                             at time of application. Update account after                                          ABSBC                  Customer Care Services
                                                                                                                        Policy
                                                   references are provided and approved

                                                     Explain security deposit payment options to
                                                                                                                        Tariff,
   104                                               customers (e.g. methods, locations,                                                 ABSBC                  Customer Care Services
                                                                                                                        Policy
                                                     channels of payment)
                                                     Conduct name searches for previous Hydro                          Credit &
                                                     accounts to establish a credit history and                       Collection
   105                                               credit risk. Work done by BCH (e.g. Grow                              s             ABSBC                  Customer Care Services
                                                     Ops, Fire, Alterations, New Service                              Procedur
                                                     Applications) is excluded.                                           es
                                Reassess             Activities involved to reassess collection
                                collection risk of   risk of customers
   106
                                existing customers

                                                     Review accounts to ensure they are                                 Tariff,
                                                     adequately secured in compliance with                             Policy,
                                                     tariff at the time of each credit review                          Credit &
   107                                                                                                                Collection         ABSBC                  Customer Care Services
                                                                                                                           s
                                                                                                                      Procedur
                                                                                                                          es
                                                     Request additional/new security in
   108                                                                                                       BCH                         ABSBC                  Customer Care Services
                                                     accordance with the tariff if warranted
                                Collect security     Activities involved in the collection of
                                deposits and         security deposits and the management of
   109
                                manage secured       secured billing options.
                                billing options
                                                Calculate security deposit amounts using
   110                                          the appropriate tariff guidelines or as                                 Policy           ABSBC                  Customer Care Services
                                                agreed to with BCH.
                                                Collect security deposit. If payment
                                                arrangement is required, negotiate
   111                                                                                                                                   ABSBC                  Customer Care Services
                                                installment amounts for the payment of
                                                security deposits
                                                Inform customers regarding receipt of
                                                Security Deposits, except for ESCC
   112                                          initiated security deposits (Confirmation of                                             ABSBC                  Customer Care Services
                                                security deposits is on the customers
                                                invoice).
                                                Issue Security Deposit receipts to
                                                customers from ESCC (Confirmation of
   113                                                                                                                                   BCH
                                                security deposits is on the customers
                                                invoice).
                                                Confirm collection of security deposit ,
                                                except for ESCC initiated security deposits
   114                                                                                                                                   ABSBC                  Customer Care Services
                                                (Confirmation of security deposits is on the
                                                customers invoice).
                                                Confirm collection of security deposits
                                                initiated from ESCC. (Confirmation of
   115                                                                                                                                   BCH                    Customer Care Services
                                                security deposits is on the customers
                                                invoice).
                                                Review cash security deposits release                                  Policy,
   116                                                                                                                                   ABSBC                  Customer Care Services
                                                dates and refund as per tariff/BCH policy                              Tariff
                                                Prepare and issue T5 forms for security
                                                                                                                      Legislatio
   117                                          deposit interest per Canadian Revenue                                                    ABSBC                  Customer Care Services
                                                                                                                          n
                                                Agency
                                                Collect, record and store non-cash security
   118                                                                                                                                   ABSBC                  Customer Care Services
                                                deposits
                                                Review non-cash security deposits and
   119                                                                                                                  Policy           ABSBC                  Customer Care Services
                                                return or renew as per tariff/BCH policy
                                Credit          Perform activities associated with
                                Assessment &    assessing credit risk related to PowerSmart
   120
                                Recommendations Incentives

                                                     When requested, evaluate and recommend
                                                     credit worthiness and level of accumulated
   121                                               exposure and risk for PowerSmart              BCH       BCH                         ABSBC                  Customer Care Services
                                                     Incentives projects under $1M in value

                                                 Provide a semi-annual report on the
   122                                           declining exposure by business partner and                                              BCH
                                                 programs
                                                 Provide information that forms the basis for
   123                                           the assessment. Approve the final credit                                                BCH
                                                 recommendation.
                                Manage insolvent Perform activities associated with
   124
                                accounts         managing insolvent accounts




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                               4 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                          Attachment A - CCS




                                                                                                                        Requirements




                                                                                                                                                   Recommend
                                                                                                Approve




                                                                                                                                         Perform
                                                                                                           Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                         Domain           Comments
                                                                  Activities


                                                 Maintain, process and collect (where                                Policy,
   125                                           applicable) all insolvency proceedings                   BCH       Legislatio         ABSBC                   Customer Care Services
                                                 related to utility and Sundry receivables                              n
                                                 Recommend timing of sale of stocks
   126                                           received as payment on insolvent                                                       BCH
                                                 accounts.
                               Manage collection Perform activities associated with
                               process           management of collection processes to
   127                                           improving cash flow, minimizing Bad Debt
                                                 loss and balancing Customer Satisfaction

                                                  Operate and Maintain all systems used to
   128                                            support the credit and collections                                                   ABSBC                   Customer Care Services
                                                  processes
                                                  Provide standard analysis via agreed report
                                                  format for security deposits, credit and
   129                                                                                                                                 ABSBC                   Customer Care Services
                                                  collection activities, bad debt and
                                                  receivables
                                                  Create, maintain, deliver and attend
   130                                                                                                                                 ABSBC                   Customer Care Services
                                                  relevant credit and collections training
                                                  Manage operations to minimize Bad Debt                             Policy,
   131                                                                                                                                 ABSBC                   Customer Care Services
                                                  and mitigate losses                                                Tariff
                                                  Develop and maintain the Collection Policy.
                                                  Notify ABSBC in advance of changes and
   132                                                                                                    ABSBC                         BCH
                                                  discuss with ABSBC on impact to SLAs

                                                  Develop and maintain the collection
   133                                                                                                    BCH                          ABSBC                   Customer Care Services
                                                  procedures
                                                  Assist with interpretation of BCH policy or
                                                  tariff. Collaborate on changes to
   134                                                                                                                                  BCH
                                                  procedures resulting in customer and cash
                                                  flow/bad debt impact.
                                                  Arrange and follow-up on payment
   135                                                                                                                                 ABSBC                   Customer Care Services
                                                  arrangements
                                                  Maintain the text of collection                                     Debt
   136                                            correspondence                                BCH                 Collection         ABSBC                   Customer Care Services
                                                                                                                      s Act
                                                  Print collection correspondence and
                                                  manage timing of seasonal messaging (e.g.
   137                                            system generated messages, manual                                                    ABSBC                   Customer Care Services
                                                  messages, and overdue notices, sub-zero
                                                  warning)
                                                  Manage and record credit events to
   138                                            completion and take intervention actions                                             ABSBC                   Customer Care Services
                                                  and handle exceptions as required
                                                  Where appropriate use external information
                                                  (by using tools such as BC Online, D&B,
   139                                                                                                                                 ABSBC                   Customer Care Services
                                                  Equifax, etc.) to make credit or collection
                                                  decisions
                                                  Manage Rental Premise Agreements
   140                                            procedures (for accounts in review or                                                ABSBC                   Customer Care Services
                                                  through customer contact)
                                                  Issue order to check previously
                                                  disconnected meters for consumption
   141                                                                                                                                 ABSBC                   Customer Care Services
                                                  where applicable and action as necessary

                               Collect active   Perform activities associated with collection
   142
                               account balances of active electricity accounts
                                                Manage active account collection process
   143                                                                                                                                 ABSBC                   Customer Care Services
                                                  Process and follow-up on returned bills to
   144                                                                                                                                 ABSBC                   Customer Care Services
                                                  resolution
                                                  Set up and maintain Dunning matrix                                 Policy,
   145                                                                                                    BCH                          ABSBC                   Customer Care Services
                                                                                                                     Tariff
                                                  Set up alternative billing and/or payment
                                                  arrangements for particular Customers
   146                                            (e.g. GAIN customers, annual adjustment                             Policy           ABSBC                   Customer Care Services
                                                  deferrals, switch meter amount deferrals)

                               Collect Sundry   Managing and coordinating the collection of
   147
                               account balances Sundry accounts
                                                Retention of existing Conditional Sales
   148                                                                                                                                 ABSBC                   Customer Care Services
                                                Agreements until expiry
                                                Designate appropriate contacts
   149                                          accountable for resolving Sundry Accounts                                               BCH                    Customer Care Services
                                                Receivable issues
                                                Monitor the overdue Sundry Accounts
   150                                          Receivables and communicate status of                                                  ABSBC                   Customer Care Services
                                                account to designated contacts
                                                Request authorization to proceed with
   151                                          collection action from designated contacts                                             ABSBC                   Customer Care Services
                                                for overdue invoices
                                                Resolve disputed invoices and/or authorize
   152                                                                                                                                  BCH
                                                collection action
                                                If collection action is authorized, complete
   153                                                                                                                                 ABSBC                   Customer Care Services
                                                collection action for account
                                                Reverse finance or LPC charges where
   154                                                                                                                                 ABSBC                   Customer Care Services
                                                appropriate
                                                If collection actions have been exhausted,
   155                                          recommend write-off of Sundry Accounts                                                 ABSBC                   Customer Care Services

   156                                            Approve write-off of Sundry Accounts                                                  BCH




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                              5 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                         Attachment A - CCS




                                                                                                                        Requirements




                                                                                                                                                  Recommend
                                                                                                 Approve




                                                                                                                                        Perform
                                                                                                            Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                        Domain           Comments
                                                                  Activities


                                                Write-off Sundry Accounts only with
   157                                                                                                                                 ABSBC                  Customer Care Services
                                                authorization
                               Collect closed   Perform activities associated with collection
   158
                               account balances of closed electricity accounts
                                                Manage closed account collection process
   159                                                                                                                                 ABSBC                  Customer Care Services
   160                                         Set up and maintain Dunning matrix                                     Policy           ABSBC                  Customer Care Services
                                               Process and follow-up on returned bills to
   161                                         resolution, does not include items without a                                            ABSBC                  Customer Care Services
                                               scanner code.
                                               Provide credit references on accounts
   162                                         (message on final bill and reference letters                                            ABSBC                  Customer Care Services
                                               on request) on customer request
                               Manage unsigned Perform activities associated with
   163                         energy          application and collection process for
                                               unsigned energy
                                               Manage unsigned energy application /
                                               collection process, where consumption
   164                                         exists, to mitigate revenue loss including                                              ABSBC                  Customer Care Services
                                               identifying responsible parties and issuing
                                               bills
                               Agency          The activities involved in managing the final
   165                         Administration  bill portfolio assigned to third party
                                               collection agencies
                                               Assign accounts to Agencies based on
                                               performance and collection strategies and
   166                                         recall accounts from Agency as appropriate                                              ABSBC                  Customer Care Services
                                               (includes utility and Sundry accounts)

                                                  Select Agencies that will be used for
   167                                                                                                                Policy           ABSBC                  Customer Care Services
                                                  collections
                                                  Manage customer accounts assigned to
   168                                                                                                                                 ABSBC                  Customer Care Services
                                                  Agencies
                                                  Administer reporting of customer non-
   169                                                                                                                                 ABSBC                  Customer Care Services
                                                  payment to credit rating company
                                                  Assist Agencies in response to customer
   170                                            disputes of amounts outstanding                                                      ABSBC                  Customer Care Services

                                                  Approve Agencies proceeding with legal
   171                                                                                                     BCH                         ABSBC                  Customer Care Services
                                                  action under $10K
                                                  Approve proceeding with legal action over
   172                                                                                                     ABSBC                       BCH
                                                  $10K
                                                  Assist Agencies and BCH in filing defenses
   173                                                                                           BCH       BCH                         ABSBC                  Customer Care Services
                                                  Prepare background information for legal
                                                  proceedings and support BC Hydro legal
   174                                            council during court proceedings (including    BCH       BCH                         ABSBC                  Customer Care Services
                                                  participating in court proceedings on BCH's
                                                  behalf)
   175                                            Performance management of Agencies                                                   ABSBC                  Customer Care Services
                                                  Respond to complaints from customers
   176                                                                                                     BCH                         ABSBC                  Customer Care Services
                                                  regarding the agencies
                                                  As appropriate, review agency documents
   177                                                                                                                                 ABSBC                  Customer Care Services
                                                  that are mailed to customers
                                                  Approve customer correspondence used by
   178                                                                                                     BCH        Policy           ABSBC                  Customer Care Services
                                                  collection agencies
                                                  Assist ABSBC by approving customer
   179                                            correspondence used by collection                                                    BCH
                                                  agencies on an exception basis
                                                  Operate and maintain Agency
   180                                                                                                                                 ABSBC                  Customer Care Services
                                                  administration system (e.g. ATLAS)
                                                  Provide operational report that measures
                                                  the # of closed accounts referred over $25
                                                  in a month divided by total closed accounts
   181                                                                                           BCH                                   ABSBC
                                                  in a month. The % will remain consistent
                                                  with past practice unless a change is
                                                  agreed to by BCH.
                               Warn on            Apply credit policy/ procedure to warn
                               Disconnect/        customer when account becomes overdue.
   182
                               Reconnect          This does not include Customers Damage
                               Process            and Diversions
   183                                            Review accounts for disconnect eligibility                                           ABSBC                  Customer Care Services
                                                  Provide verbal or written initial and final
   184                                            notice of disconnection (includes short-                            Policy           ABSBC                  Customer Care Services
                                                  warn and terms of reconnection)
                                                  Make payment arrangements as
   185                                                                                                                Policy           ABSBC                  Customer Care Services
                                                  appropriate
                                                  Confirm support for disconnect order from                            Policy
                                                  BCH when account qualifies as a high                                LOB will
                                                  profile/ sensitive account                                          provide
   186                                                                                                                          ABSBC                         Customer Care Services
                                                                                                                     guidelines
                                                                                                                       for HP
                                                                                                                       accts.
                                                  Maintain all existing arrangements and
                                                                                                                      Policy,
                                                  protocols with municipalities regarding pre-
                                                                                                                       City of
                                                  notification prior to disconnection
                                                                                                                     Vancouve
   187                                                                                                                    r    ABSBC                          Customer Care Services
                                                                                                                     municipal
                                                                                                                     agreemen
                                                                                                                          t




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                             6 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                            Attachment A - CCS




                                                                                                                           Requirements




                                                                                                                                                     Recommend
                                                                                                    Approve




                                                                                                                                           Perform
                                                                                                              Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                           Domain           Comments
                                                                  Activities


                               Disconnect         Apply credit policy / procedure to
                               Process            disconnect active/vacant accounts. Does
   188
                                                  not include customer damage and
                                                  diversions.
   189                                            Approve and issue disconnect order                                                      ABSBC                  Customer Care Services
                                                  Follow procedural requirements for sub-
   190                                                                                                                                    ABSBC                  Customer Care Services
                                                  zero (72 hour) warning
                                                  Schedule disconnection of single phase
   191                                                                                                                                    ABSBC                  Customer Care Services
                                                  meters (not pole disconnects)
                                                  Schedule disconnection of 3 phase meters
                                                  and pole disconnects. Notification when
   192                                                                                                                                    BCH
                                                  activity does not occur within defined
                                                  service window
                                                  Disconnection of single phase meters (not                             Safety
   193                                                                                                                                    ABSBC                  Customer Care Services
                                                  pole disconnects)                                                     Policy
                                                  Disconnection of 3 phase meters and pole                              Safety
   194                                                                                                                                    BCH
                                                  disconnects                                                           Policy
                                                  Disconnection of all meters within NIA (Non
                                                  Integrated Areas). If collection of arrears
                                                                                                                        Safety
   195                                            made at time of disconnection, provide                                                  BCH                    Customer Care Services
                                                                                                                        Policy
                                                  appropriate information to billing and remit
                                                  payments
                                                  Complete investigation order for
   196                                            consumption at disconnected meter and                                                   ABSBC                  Customer Care Services
                                                  take appropriate action
                               Reconnect          Apply credit policy / procedure to reconnect
                               Process            accounts (check if payment received,
                                                  reconnection charge raised) Does not
   197
                                                  include customer damage, reconnects
                                                  requiring safety permits and diversions

                                                  Deliver safety information to customer.
   198                                                                                                                  Policy            ABSBC                  Customer Care Services
                                                  Obtain contact information if appropriate.
                                                  Confirm premise notes and record any
   199                                            access issues, I.e. keys, dogs, etc. on                               Policy            ABSBC                  Customer Care Services
                                                  reconnect order
                                                  Communicate and apply appropriate
   200                                                                                                                   Tariff           ABSBC                  Customer Care Services
                                                  reconnection fee to the customer
                                                  Issue reconnection order                                              Policy,
   201                                                                                                                                    ABSBC                  Customer Care Services
                                                                                                                        Tariff
   202                                            Schedule reconnection                                                                   BCH
   203                                            Reconnect meter                                                                         BCH
   204                                            Establish reconnection standard charges                                                 BCH
                                                  If reconnection not completed, reschedule
   205                                                                                                                                    BCH
                                                  reconnection
                                                  Verify customers requesting an after hours
                                                  reconnect have correct fee applied and
   206                                                                                                                                    ABSBC                  Customer Care Services
                                                  adjust reconnection charge if necessary

         Call Center           Inbound Call      The activities involved in providing call
                               Management        centre receipt of all inbound customer calls
                               (Telephone Calls) for general, billing, credit and collection,
   207                                           energy information and other non-trouble
                                                 calls including updating customer
                                                 information in the appropriate customer
                                                 system.
                                                 Provide and update reference materials
                                                 and online content (Genius) to ABSBC call
                                                 center agents to field calls. This includes
   208                                                                                                                                    BCH
                                                 policy and tariff as well as political/media
                                                 events, input for training, new services and
                                                 processes.
                                                 Update training and on line materials (eg.                                                                      Customer Care Services
   209                                           Merlin) where appropriate and applicable                                                 ABSBC                  /
                                                                                                                                                                 Transmission Services
                                                  Receive customer calls and
                                                                                                                         Policy,                                 Customer Care Services
                                                  communications, and resolve customer
   210                                                                                                                    tariff,  ABSBC                         /
                                                  inquiries and requests for information
                                                                                                                       legislation                               Transmission Services
                                                  Processing Move-In/Move-Outs including
                                                  related credit activities confirmation of legal
                                                  entities (eg. BC Online, PASS) account
                                                                                                                         Policy,                                 Customer Care Services
                                                  information collection, customer education
   211                                                                                                                    tariff,  ABSBC                         /
                                                  of payments, billing & credit policies, as
                                                                                                                       legislation                               Transmission Services
                                                  well as previous account searches as per
                                                  credit & collection Schedule 4.2 services

                                                  Resolution of customer account issues                                 Policy
                                                  and complaints                                                         Tariff
                                                                                                                                                                 Customer Care Services
                                                                                                                       Escalatio
   212                                                                                                        BCH                         ABSBC                  /
                                                                                                                          n
                                                                                                                                                                 Transmission Services
                                                                                                                       Procedur
                                                                                                                          es




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                                7 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                           Attachment A - CCS




                                                                                                                          Requirements




                                                                                                                                                    Recommend
                                                                                                   Approve




                                                                                                                                          Perform
                                                                                                             Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                          Domain           Comments
                                                                 Activities


                                                 Responding to credit and collection
                                                                                                                        Policy,
                                                 inquiries(e.g. negotiating payment
                                                                                                                         tariff,
                                                 arrangements or extensions; canceling
                                                                                                                      legislation
                                                 pending disconnections. Issuing trace                                                                          Customer Care Services
                                                                                                                        , credit
   213                                           payment requests, issue requests to recall                                       ABSBC                         /
                                                                                                                          and
                                                 accounts from collection agencies, refund                                                                      Transmission Services
                                                                                                                       collection
                                                 requests, etc.)
                                                                                                                      procedure
                                                                                                                            s
                                                 Responding to billing and consumption
                                                 inquiries including referring to other areas                                                                   Customer Care Services
   214                                           as needed. (e.g. Receiving and entering                                                 ABSBC                  /
                                                 customer-read meter readings; AOL;                                                                             Transmission Services
                                                 collective invoicing).
                                                 Educate customer on and initiate, change                                                                       Customer Care Services
                                                                                                                       Policy,
   215                                           or cancel customer billing/payment plans                                                ABSBC                  /
                                                                                                                        tariff
                                                                                                                                                                Transmission Services
                                                 Responding to inquiries of a general nature
                                                                                                                        Policy,
                                                 not otherwise specified in this document
                                                                                                                         tariff,                                Customer Care Services
                                                 (eg. vandalism, BCH recreational facilities,
   216                                                                                                       BCH      legislation ABSBC                         /
                                                 meter reading questions, BCTC, Powerex,
                                                                                                                        , SME                                   Transmission Services
                                                 Generation, etc.)
                                                                                                                          lists
                                                 Provide specialized subject matter experts
                                                 to respond to customer inquiries of a
   217                                                                                                                                   BCH
                                                 complex nature that are not typical or
                                                 covered by Genius or training
                                                 Provide specialized subject matter experts
                                                                                                                                                                Customer Care Services
                                                 to respond to customer inquiries of a
   218                                                                                                                                   ABSBC                  /
                                                 complex nature that are not typical or
                                                                                                                                                                Transmission Services
                                                 covered by Genius or training
                                                 Maintain, manage and execute customer                                                                          Customer Care Services
   219                                           issue/complaint escalation procedures                       BCH       Policy            ABSBC                  /
                                                                                                                                                                Transmission Services
                                                 Document customer complaints and calls                               Escalatio
                                                                                                                                                                Customer Care Services
                                                 of appreciation and share with BCH                                      n
   220                                                                                                       BCH                         ABSBC                  /
                                                                                                                      Procedur
                                                                                                                                                                Transmission Services
                                                                                                                         es
                                                 Document customer complaints and calls
   221                                           of appreciation and share with ABSBC                                                    BCH

                                                 Track and provide standard analysis via
                                                                                                                                                                Customer Care Services
                                                 agreed report format on customer calls
   222                                                                                                                                   ABSBC                  /
                                                 information and statistics (e.g. CTI System
                                                                                                                                                                Transmission Services
                                                 & IVR)
                                                 Refer customers to appropriate department                            SME List
                                                 in BC Hydro when applicable                                          Escalatio                                 Customer Care Services
   223                                                                                                                    n              ABSBC                  /
                                                                                                                      Procedur                                  Transmission Services
                                                                                                                         es
                                                 Responding to ABSBC requests to resolve                               Policy
                                                 or to assist with resolving customer                                   Tariff
                                                 inquiries including updating of key contact                          Legistlati
                                                 lists.                                                                  on
   224                                                                                                                                   BCH
                                                                                                                      Escalatio
                                                                                                                          n
                                                                                                                      Procedur
                                                                                                                         es
                                                 Create and maintain required business
                                                                                                                       Policy                                   Customer Care Services
                                                 partner and account information (e.g.
   225                                                                                                                Legislatio         ABSBC                  /
                                                 phone number, driver's license, date of
                                                                                                                          n                                     Transmission Services
                                                 birth)
                                                 Provide up to date energy, safety,
                                                                                                                                                                Customer Care Services
                                                 environmental information to customers
   226                                                                                                       BCH                         ABSBC                  /
                                                 and Power Smart program information
                                                                                                                                                                Transmission Services
                                                 when applicable
                                                 Supply up to date energy, safety,
   227                                           environmental information and Power                                                     BCH
                                                 Smart program information
                                                 Initiate service orders for internal ABSBC
                                                 field activities (e.g. control read orders,                                                                    Customer Care Services
   228                                           investigation orders for stopped/broken                                                 ABSBC                  /
                                                 meter, switched meter, deliver notices,                                                                        Transmission Services
                                                 etc.)
                                                 Initiate field service orders for BCH field
                                                                                                                                                                Customer Care Services
                                                 activities (e.g. reconnects, maintenance
   229                                                                                                                                   ABSBC                  /
                                                 orders - tree trimming, street/lease light,
                                                                                                                                                                Transmission Services
                                                 etc.) and respond back to customer
                                                 Perform field service order work (e.g.
   230                                           reconnects, maintenance orders - tree                                                   BCH
                                                 trimming, street/lease light, etc.
                                                 Perform service order work (e.g. control
                                                                                                                                                                Customer Care Services
                                                 read orders, investigate stopped/broken
   231                                                                                                                                   ABSBC                  /
                                                 meter, switched meter, etc) and respond to
                                                                                                                                                                Transmission Services
                                                 customer as required
                                                 Provide notification of field services delivery
   232                                           availability/capacity for client performed                                              BCH
                                                 activities
                               Outbound Call     Provide outbound call centre services
   233
                               Services




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                               8 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                          Attachment A - CCS




                                                                                                                         Requirements




                                                                                                                                                   Recommend
                                                                                                 Approve




                                                                                                                                         Perform
                                                                                                            Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                         Domain           Comments
                                                                  Activities


                                                  Perform all required outbound collection
                                                                                                                       Policy
                                                  calls
                                                                                                                        debt
                                                                                                                     collection                                Customer Care Services
   234                                                                                                                  act,    ABSBC                          /
                                                                                                                     collection                                Transmission Services
                                                                                                                     procedure
                                                                                                                          s
                                                  Return calls to customers when inbound                             Escalatio
                                                  call required a call back (e.g. research                               n
                                                                                                                                                               Customer Care Services
                                                  required, escalation)                                              procedure
   235                                                                                                                         ABSBC                           /
                                                                                                                         s
                                                                                                                                                               Transmission Services
                                                                                                                      Policies
                                                                                                                       Tariff
                                                 Initiate customer call when additional
                                                 information / verification / clarification is
   236                                                                                                                                  ABSBC
                                                 required for correspondence or forms
                                                 where appropriate
                               Inbound Marketing Provide inbound telemarketing services
   237                         Services          related to electricity services. (e.g.
                                                 PowerSmart)
                                                 ABSBC will support inbound campaign
                                                 calls, utilizing a jointly defined and agreed
                                                 call center volume forecast for agent-
                                                 answered calls, as determined at least 2
                                                 weeks prior to campaign commencement.
                                                 Maximum campaign call volumes at any
                                                 time will be capped by the available ABSBC
                                                 call center workstation capacity. If actual
                                                 daily campaign call volumes exceed the
                                                                                                                                                               Customer Care Services
                                                 daily forecasted campaign call volume by                                               ABSBC
   238                                                                                                                                                         /
                                                 more than 5% and service levels are not                                                 BCH
                                                                                                                                                               Transmission Services
                                                 achieved, BC Hydro will grant service level
                                                 relief for the affected days on the
                                                 appropriate customer care metrics (e.g.
                                                 TSF). Campaigns with less than 2 weeks
                                                 notice will be handled on a project basis if
                                                 ABSBC cannot accommodate training and
                                                 staffing requirements without incurring
                                                 additional costs.

                                                  Generate and provide reporting with
                                                                                                                                                               Customer Care Services
                                                  standard analysis via agreed report format
   239                                                                                                     BCH                          ABSBC                  /
                                                  (e.g. CTI reporting, ACD reporting, IVR
                                                                                                                                                               Transmission Services
                                                  reporting for self-serve)
                               Oubound            Provide outbound telemarketing services
   240                         Marketing          on a per project basis.
                               Services
                                                  Plan initiatives and campaign events                                                                         Customer Care Services
   241                                                                                                     ABSBC                        BCH                    /
                                                                                                                                                               Transmission Services
                                                  Prepare customer information for initiatives
   242                                                                                                                                  BCH
                                                  and campaigns
                                                  Process outbound calls for telemarketing
   243                                                                                                                                  ABSBC                  Rate Card
                                                  campaign on an agreed to project basis
                               Administration and Provide a variety of administrative and
   244                         Other Services     other customer contact services

                                                  Distribution of literature and/or customer                                                                   Customer Care Services
   245                                            account related forms                                                                 ABSBC                  /
                                                                                                                                                               Transmission Services
                                                  Production of (Creative and pre-production                                                                   Customer Care Services
   246                                            masters) for literature                                  ABSBC                        BCH                    /
                                                                                                                                                               Transmission Services
                                                  Maintain and manage inventory of literature                                                                  Customer Care Services
   247                                                                                                                                  ABSBC                  /
                                                                                                                                                               Transmission Services
                                                  Provide translation services for ESL
                                                                                                                                                               Customer Care Services
                                                  customers during all Call Centre core hours
   248                                                                                                                                  ABSBC                  /
                                                  (normal business and/or outage situations)
                                                                                                                                                               Transmission Services
                                                  Maintain IVR scripting as appropriate,
                                                                                                                      FOIPPA                                   Customer Care Services
                                                  includes routine scripting and logic
   249                                                                                           BCH                 Legislatio         ABSBC                  /
                                                  changes, including alternative language
                                                                                                                         n                                     Transmission Services
                                                  options for ESL customers
                                                  Provide input and approve of IVR scripts,
   250                                            verbage and recording prior to                                                        BCH
                                                  implementation in production
                                                  Operate and Maintain all systems required
                                                  for customer contact operations and
                                                                                                                                                               Customer Care Services
                                                  management including call Centre
   251                                                                                                     BCH                          ABSBC                  /
                                                  infrastructure (SW - e.g. CTI and Logical
                                                                                                                                                               Transmission Services
                                                  Agent) required to effectively operate the
                                                  Call Centre
                                                  Maintain Call Centre infrastructure (HW,
                                                                                                                                                               Customer Care Services
                                                  Telecomm., facilities, interconnectivity
   252                                                                                                     ABSBC                        BCH                    /
                                                  between Call Centres) required to
                                                                                                                                                               Transmission Services
                                                  effectively operate the Call Centre




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                              9 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                            Attachment A - CCS




                                                                                                                          Requirements




                                                                                                                                                     Recommend
                                                                                                  Approve




                                                                                                                                           Perform
                                                                                                              Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                           Domain           Comments
                                                                 Activities


                                                 Conduct, report and provide standard
                                                 analysis via agreed report format on regular                                                                    Customer Care Services
   253                                           customer satisfaction surveys (currently         BCH                                    ABSBC                   /
                                                 done weekly and reported monthly)                                                                               Transmission Services

                                                 Provide weekly call volume report and
                                                                                                                                                                 Customer Care Services
                                                 provide standard analysis via agreed report
   254                                                                                                                                   ABSBC                   /
                                                 format for Customer Care and Trouble
                                                                                                                                                                 Transmission Services
                                                 Manage and perform call quality assurance                                                                       Customer Care Services
   255                                           process                                                     BCH                         ABSBC                   /
                                                                                                                                                                 Transmission Services
                                                 Provide input and approval of evaluation
                                                 criteria (e.g. scorecard, Quality document)
   256                                           for Quality Assurance. Participate in regular                                            BCH
                                                 review of Quality Assurance results.

                                                 Provide Customer Care CSR training
                                                                                                                        Policy,
                                                                                                                         Tariff,
                                                                                                                        Credit &
                                                                                                                                                                 Customer Care Services
                                                                                                                       Collection
   257                                                                                                       BCH                  ABSBC                          /
                                                                                                                       Procedur
                                                                                                                                                                 Transmission Services
                                                                                                                       es, Safety
                                                                                                                       Procedur
                                                                                                                           es

                                                 Provide input to training material related to
   258                                                                                                                                    BCH
                                                 policy, tariff changes
                                                 Provide annual reporting with standard
                                                 analysis via agreed report format on                                                                            Customer Care Services
   259                                           benchmarking of customer satisfaction as         BCH                                    ABSBC                   /
                                                 per monthly customer satisfaction survey                                                                        Transmission Services

                                                 Proactively manage vendor contracts                                                                             Customer Care Services
   260                                           associated with the delivery of call centre                 BCH                         ABSBC                   /
                                                 services (eg. SQM, Periphonics)                                                                                 Transmission Services
                                                 Renew vendor contracts as appropriate                                                                           Customer Care Services
   261                                           and assist with escalation of vendor issues                BCH                          ABSBC                   /
                                                                                                                                                                 Transmission Services
                               Process           The activities involved in processing all non-
   262                         Correspondence    telephone customer inquiries

                                                 Record action on customer account                                                                               Customer Care Services
   263                                                                                                                                   ABSBC                   /
                                                                                                                                                                 Transmission Services
                                                 Track, sort and prioritize correspondence                                                                       Customer Care Services
   264                                                                                                                                   ABSBC                   /
                                                                                                                                                                 Transmission Services
                                                 Manage customer contact by processing
                                                                                                                                                                 Customer Care Services
                                                 required transactions, rerouting where
   265                                                                                                                                   ABSBC                   /
                                                 required, replying by phone or mailing to
                                                                                                                                                                 Transmission Services
                                                 customer
                                                 Process customer forms and applications                                                                         Customer Care Services
   266                                           (e.g. service, payment plans)                                                           ABSBC                   /
                                                                                                                                                                 Transmission Services
                                                 Filing customer service related contacts
                                                 and records in accordance with BCH record                                                                       Customer Care Services
   267                                           retention policies and ensuring confidential                           Policy           ABSBC                   /
                                                 destruction of sensitive/confidential                                                                           Transmission Services
                                                 information
                                                 Provide standard analysis and monthly
                                                                                                                                                                 Customer Care Services
                                                 reporting via agreed to report format on
   268                                                                                                                                   ABSBC                   /
                                                 email, Royal Mail and fax correspondence
                                                                                                                                                                 Transmission Services
         Meter Reading         Regular Meter     The activities involved in capturing regular
                               Reading           cycle meter reading data, addressing any
                                                 related issues and meter issues for
   269
                                                 residential, commercial and industrial
                                                 customers [Include Gulf Islands]

                                                 Read residential electrical meters on a
                                                                                                                        Tariff,
   270                                           regular cycle basis according to the Tariff                                             ABSBC                   Meter Reading Services
                                                                                                                        Policy
                                                 and Meter Reading and Billing Schedule
                                                 Read all general rate class electrical
                                                 meters on a regular cycle basis according                              Tariff,
   271                                                                                                                                   ABSBC                   Meter Reading Services
                                                 to the Tariff and the Meter Reading and                                Policy
                                                 Billing Schedule
                                                 Read Time of Use meters according to BC
   272                                                                                                                   BCH             ABSBC                   Meter Reading Services
                                                 Hydro Guidelines
                                                 Upload Time of Use data from handheld
   273                                                                                                                                   ABSBC                   Meter Reading Services
                                                 into applicable software program
                                                 Retrieve Time of Use data from applicable
   274                                                                                                                                    BCH
                                                 software program
                                                 Install meters according to BC Hydro
   275                                                                                                                                    BCH
                                                 Electric Meter Installation Guidelines
                                                 Deliver electronic meter read data to the
                                                 Customer Billing System through the
   276                                           administration of the Meter Reading                                                     ABSBC                   Meter Reading Services
                                                 Management System (MRMS) or equivalent
                                                 system
   277                                           Reset demand meters                                                                     ABSBC                   Meter Reading Services




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                               10 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                         Attachment A - CCS




                                                                                                                        Requirements




                                                                                                                                                  Recommend
                                                                                                   Approve




                                                                                                                                        Perform
                                                                                                             Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                        Domain           Comments
                                                                  Activities


                                                   Observe all existing and new meters and
                                                   other distribution equipment and report
                                                   breakage, broken seals, defective meters,
   278                                             tampering, vandalism, theft (of meters),                                            ABSBC                  Meter Reading Services
                                                   non-registering, new meters, energy
                                                   diversion detection, or any other hazard or
                                                   need for repair
                                                   Investigate and resolve meter issues                               Tariff,
   279                                                                                                                                 ABSBC                  Meter Reading Services
                                                                                                                      Policy
                                                   Monitor incomplete meter reading routes
                                                   and deferred ledgers and complete
                                                   appropriate corrective actions. Provide
   280                                             report with standard analysis in an agreed                                          ABSBC                  Meter Reading Services
                                                   upon format to BC Hydro where incomplete
                                                   routes have any significant community or
                                                   customer impacts.
                                                   Perform rate checks and complete rate
   281                                                                                                                Policy           ABSBC                  Meter Reading Services
                                                   adjustments as required
                                                   Initiate and complete account and ledger
   282                                                                                                                                 ABSBC                  Meter Reading Services
                                                   estimates for unread meters
   283                                             Maintain optimized meter reading routes                                             ABSBC                  Meter Reading Services
                                                   Make any changes or addition of new meter
   284                                             instructions, customer instructions or meter                                        ABSBC                  Meter Reading Services
                                                   locations
                                                   Manage no access or no read issues                                  Policy
   285                                                                                             BCH                  and            ABSBC                  Meter Reading Services
                                                                                                                      Process
                                                   Review and resolve accounts w/ dormant
   286                                             zero consumption meters for consideration                 BCH                       ABSBC                  Meter Reading Services
                                                   of removal
   287                                             Removal of dormant meters and service                                               BCH
                               Special Meter       The activities involved in capturing special
                               Reads               off-cycle meter reading data and
   288                                             addressing any related issues for
                                                   residential, commercial and industrial
                                                   customers
                                                   Read electric meters for off-cycle billings                        BCH
   289                                                                                                                                 ABSBC                  Meter Reading Services
                                                                                                                      Policy
                                                   Read electric meters for check readings                            BCH
   290                                                                                                                                 ABSBC                  Meter Reading Services
                                                                                                                      Policy
                                                   Deliver meter read information to billing
   291                                                                                                                                 ABSBC                  Meter Reading Services
                                                   system
                                                   Call and make appointments for access
   292                                                                                                                                 ABSBC                  Meter Reading Services
                                                   including key pickups
                                                   Management of special meter read
   293                                                                                                                                 ABSBC                  Meter Reading Services
                                                   schedules
                                                   Observe all existing and new meters and
                                                   other distribution equipment and report
                                                   breakage, broken seals, defective meters,
   294                                             tampering, vandalism, theft (of meters),                                            ABSBC                  Meter Reading Services
                                                   non-registering, new meters, energy
                                                   diversion detection, or any other hazard or
                                                   need for repair
                                                   Investigate and resolve meter issues                               Tariff,
   295                                                                                                                                 ABSBC                  Meter Reading Services
                                                                                                                      Policy
                                                   Manage any changes or addition of new
   296                                             meter instructions, customer instructions or                                        ABSBC                  Meter Reading Services
                                                   meter locations
   297                                             Processing of Special Reading Orders                                                ABSBC                  Meter Reading Services
   298                                             Manage no access or no read issues              BCH                                 ABSBC                  Meter Reading Services
                               Area 33 including   The activities involved in capturing area 33
                               Irrigation Meter    meter reading data and addressing any
   299
                               Reads               related issues for commercial and
                                                   industrial customers
                                                   Manage Non Irrigation Area 33 meter
                                                                                                                      Tariff,
   300                                             reading schedule according to Tariff and                                            ABSBC                  Meter Reading Services
                                                                                                                      Policy
                                                   BC Hydro policy
                                                   Manage Irrigation Area 33 meter read
   301                                             schedules according to Tariff and BC Hydro                                          ABSBC                  Meter Reading Services
                                                   policy
                                                   Read Area 33 meters according to Tariff
   302                                             and BC Hydro policy, and verify load and                                            ABSBC                  Meter Reading Services
                                                   horsepower
                                                   Deliver Area 33 meter read information to
   303                                                                                                                                 ABSBC                  Meter Reading Services
                                                   billing system
                                                   Observe all existing and new meters and
                                                   other distribution equipment and report
                                                   breakage, broken seals, defective meters,
   304                                             tampering, vandalism, theft (of meters),                                            ABSBC                  Meter Reading Services
                                                   non-registering, new meters, energy
                                                   diversion detection, or any other hazard or
                                                   need for repair
                                                   Investigate and resolve meter issues                               Tariff,
   305                                                                                                                                 ABSBC                  Meter Reading Services
                                                                                                                      Policy
   306                                             Remark readings on account                                                          ABSBC                  Meter Reading Services
                                                   Manage Special Read Service Order to
   307                                                                                                                                 ABSBC                  Meter Reading Services
                                                   BCH Field Services
                                                   Complete Service Order Request to
                                                   activate and read electronic meters and
   308                                                                                                                                 BCH
                                                   provide list of follow up with Field Services
                                                   to completion




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                          Attachment A - CCS




                                                                                                                        Requirements




                                                                                                                                                   Recommend
                                                                                                   Approve




                                                                                                                                         Perform
                                                                                                             Assist
                                                     Service Element Description & Supporting
   Nbr Service Component         Service Element                                                                                                                       Domain           Comments
                                                                    Activities


                                 Infrastructure and Provide and manage the technology
   309                           support            required to read electric meters and
                                                    transmit data to the billing system
                                                    Manage replacement and delivery of
   310                                                                                             BCH                                 ABSBC                   Meter Reading Services
                                                    handheld meter reading devices
                                                    Manage software, systems and hardware
   311                                              to collect and transmit meter reading data     BCH                                 ABSBC                   Meter Reading Services

                                                    Provide and maintain network to transmit
   312                                              meter reading information to and from the                                          ABSBC                   Meter Reading Services
                                                    meter reading system
                                                    Maintain meter reading data interface to the
   313                                                                                                                                 ABSBC                   Meter Reading Services
                                                    billing system (e.g. upload/download)
                                 Meter Reading      General and other activities associated with
                                 Administration and providing meter reading services
   314
                                 Other Services

   315                                              Identify types of meter seals to be used                                            BCH
   316                                              Provide meter seals                                                                 BCH
                                                    Install meter seals according to proper
                                                    specification for Reset Demand meters,
   317                                                                                                                                 ABSBC                   Meter Reading Services
                                                    Sealing meters after disconnect, routine
                                                    reseal of vandalized meters
                                                    Provide BC Hydro branding to Meter
                                                                                                                                       ABSBC/
   318                                              Readers: Uniforms and Vehicles                                    BCH                                      Meter Reading Services
                                                                                                                                        BCH
                                                    Employees wear correct BC Hydro
                                                    branded uniform when performing meter
   319                                                                                                                                 ABSBC                   Meter Reading Services
                                                    reading and field work on behalf of BC
                                                    Hydro
                                                    Develop and maintain key management                                                 BCH,
   320                                                                                             BCH                                                         Meter Reading Services
                                                    procedure                                                                          ABSBC
                                                    Provision of all new key vault related
   321                                                                                                                                  BCH
                                                    activities
                                                    Maintain key vault related activities
   322                                                                                                                                 ABSBC                   Meter Reading Services
                                                    according to key management procedure
                                                    Obtain required access keys from
   323                                                                                                       BCH                       ABSBC                   Meter Reading Services
                                                    customers
                                                    Maintain and manage the inventory of
   324                                              access keys including providing security for                                       ABSBC                   Meter Reading Services
                                                    keys
                                                    Provision of keys to BC Hydro including sub-
   325                                                                                                                Policy           ABSBC                   Meter Reading Services
                                                    contractors
                                                    Provision of customer surveys (i.e. ePlus
   326                                                                                                       BCH                       ABSBC                   Meter Reading Services
                                                    and Leased Lights)
                                                    Track and report on Meter Reading
   327                                                                                                       BCH                       ABSBC                   Meter Reading Services
                                                    Customer Complaints
                                                    Identify service address discrepancies and
   328                                                                                                                                 ABSBC                   Meter Reading Services
                                                    remark correct service address
                                                    Provide and demonstrate safety training
   329                                                                                                       BCH                       ABSBC                   Meter Reading Services
                                                    program and enforce safety protocol
   330                                              Administer the prepaid metering system                   BCH                       ABSBC                   Meter Reading Services
         Emergency Restoration   Trouble Call       Perform activities related to trouble call
   331                           Processing         processing and management including
                                                    coordination with BC Hydro
                                                    Answering customer calls during Customer
                                                    Care core hours for routine and storm
   332                                                                                                                                 ABSBC                   Customer Care Services
                                                    outage circumstances and providing
                                                    information
                                                    Answering customer calls per BC Hydro's
                                                    request during Customer Care non-core
                                                    hours for routine and storm outage
                                                    circumstances and providing information.                                                                   VRC/
   333                                                                                                                                 ABSBC
                                                    The first 400 hours per month will be billed                                                               Rate Card
                                                    at the Customer Care Emergency VRC
                                                    rate and additional hours billed at the Rate
                                                    Card.
                                                    Provide 200 minutes of translation services
                                                    for ESL customers. Translation services
                                                    over 200 minutes will be billed quaterly or
                                                                                                                                                               Agreed
   334                                              semi-annually, at $20 per invoice and $3                                           ABSBC
                                                                                                                                                               Rates in Description
                                                    per minute. This service will be available
                                                    24 hours per day and 365 days per year.

                                                    Answering customer calls during non-
                                                    Customer Care hours for routine and storm
   335                                                                                                                                  BCH
                                                    outage circumstances and providing
                                                    information
                                                    BCH provide current information and status
   336                                              on outage situations to ABSBC / LOBs                                                BCH

                                                    Make request for Call Centre resourcing for
   337                                                                                                                                  BCH
                                                    trouble events
                                                    Provide Call Centre resourcing for trouble
   338                                                                                                                                 ABSBC                   Customer Care Services
                                                    events
                                                    Data entry of trouble and other outage
                                                    information received from customers into
   339                                                                                                                                 ABSBC                   Customer Care Services
                                                    CCS or through other means as requested.

                                                    Respond to BCH requests to clarify and
   340                                                                                                                                 ABSBC                   Customer Care Services
                                                    validate trouble call information




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                         Attachment A - CCS




                                                                                                                        Requirements




                                                                                                                                                  Recommend
                                                                                                    Approve




                                                                                                                                        Perform
                                                                                                               Assist
                                                     Service Element Description & Supporting
   Nbr Service Component         Service Element                                                                                                                      Domain           Comments
                                                                    Activities


   341                                              Validate trouble call information                                                  BCH
                                                    Provide update on anticipated weather
   342                                                                                                                                 BCH
                                                    systems
   343                                              Develop trouble call training                   BCH                                ABSBC                  Customer Care Services
   344                                              Deliver trouble call training                             BCH                      ABSBC                  Customer Care Services
   345                                              Provide update to media sources                           BCH                       BCH
                                 Emergency          Emergency Services
   346
                                 Services
                                                    BCH can request ABSBC FSO personnel
                                                    assist with guiding crews to specific
                                                    locations for restoration work during an
                                                    emergency. Potential service level impacts
   347                                              will be identified and documented in                      BCH                      ABSBC                  Rate Card
                                                    response to the request. This work will be
                                                    completed and billed in accordance with
                                                    the Emergency Rate Card.

         Service Conn. & Disc.   New Connections Obtain customer information, create
   348                                           service orders, design service supply and
                                                 connect customers
                                                 Handle all customer requests and
                                                 applications for new service orders.
   349                                                                                                        ABSBC                    BCH
                                                 Applications to for alterations orders are
                                                 handled by ABSBC.
                                                 BCH checks for remarks in billing system
   350                                           pertaining to illegal activities such as grow-                                        BCH
                                                 ops and diversions
   351                                           Obtain service information details                                                    BCH
                                                 Create service orders and gather all
                                                 electrical distribution system information.
   352                                           Establish electrical rate and applicable                                              BCH
                                                 service charges and agree on connection
                                                 date with customer
   353                                           Check for existing customer                                                           BCH
                                                 Collect payments in advance from
   354                                                                                                                                 BCH
                                                 customers without established credits
                                                 On the Electrical Distribution system, check
   355                                           for adequate distribution plan and                                                    BCH
                                                 determine need for upgrade
                                                 Receive and process permits and
   356                                           declaration forms from contractors and                                                BCH
                                                 inspection authorities
                                                 Conduct site checks and/or refer tree
                                                 trimming to Vegetation for proper
   357                                           clearance; establish service contact point                                            BCH
                                                 and provide supply voltage class to
                                                 customers
   358                                           Design electrical system                                                              BCH
                                                 In U/G service, Civil Inspector will inspect
   359                                           and verify the work is built in accordance to                                         BCH
                                                 BCH standard
                                                 Provide cost of service and service
   360                                           application or agreement form to customers                                            BCH

                                                    If vegetation problems are suspected, refer
   361                                              tree trimming to Vegetation for proper                                             BCH
                                                    clearance
                                                    BCH staff to review billing system for out of
   362                                              date and irrelevant remarks and remove                                             BCH
                                                    them as required
                                                    Confirm scheduled connection date and
   363                                              print service orders at appropriate Field                                          BCH
                                                    Services office
   364                                              Dispatch service order                                                             BCH
                                                    Perform service connection and install
   365                                              meter according to BC Hydro connection                                             BCH
                                                    standard and guidelines
                                                    For Design jobs, issue Service Order upon
   366                                                                                                                                 CP&O
                                                    receipt of the payment.
                                                    Return service orders to the Line
   367                                              Dispatcher after noting all connection                                             BCH
                                                    information
                                                    Advise Line Dispatcher for service orders
                                                    not completed due to not meeting BCH
   368                                                                                                                                 BCH
                                                    standards and guidelines and advise
                                                    customer
   369                                              Update Service Order Request                                                       BCH
                                                    Check, complete and file service orders for
   370                                              correctness and update electrical                                                  BCH
                                                    distribution system
                                                    Manage service order for correctness and
   371                                                                                                        BCH                      ABSBC                  Customer Care Services
                                                    complete as required.
                                 Disconnect         Obtain customer information, create
                                 Services -         service orders and disconnect customers
   372
                                 Customer Request

                                                    Handle all customer requests and
   373                                                                                                        ABSBC                    BCH
                                                    applications (Web site, fax, phone)




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                        Attachment A - CCS




                                                                                                                       Requirements




                                                                                                                                                 Recommend
                                                                                                  Approve




                                                                                                                                       Perform
                                                                                                            Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                       Domain           Comments
                                                                  Activities


                                                   Confirm the request is legitimate and
                                                   requestor is entitled to make the disconnect
   374                                                                                                                                ABSBC                  Customer Care Services
                                                   request. Provide information on account
                                                   status prior to disconnect
                                                   BCH staff checks for remarks in billing
   375                                             system pertaining to illegal activities such                                       BCH
                                                   as grow-ops and diversions
                                                   Create service orders and gather all
   376                                             electrical distribution system information;                                        BCH
                                                   establish applicable service charges
                                                   Schedule disconnections and print service
   377                                             orders at the appropriate Field Services                                           BCH
                                                   offices
   378                                             Dispatch service order                                                             BCH
                                                   Perform service disconnection and remove
   379                                                                                                                                BCH
                                                   meter
                                                   Return service orders to the Line
   380                                             Dispatcher after noting all connection                                             BCH
                                                   information
                                                   Advise Line Dispatcher for service orders
                                                   not completed due to not meeting BCH
   381                                                                                                                                BCH
                                                   standards and guidelines and advise
                                                   customer
   382                                             Update Service Order Request                                                       BCH
                                                   Check, complete and file service orders for
   383                                             correctness and update electrical                                                  BCH
                                                   distribution system
                                                   Manage service order for correctness and
   384                                                                                                      BCH                       ABSBC                  Customer Care Services
                                                   complete as required.
                               Disconnect          Receive information or request from law
   385                         Services -illegal   enforcement, inspection authorities, and
                               activities          security services.
   386                                             Dispatch disconnect request                                                        BCH
                                                   Note disconnection and/or removal
   387                                                                                                                                BCH
                                                   information
                                                   Forward disconnection information to
   388                                                                                                                                BCH
                                                   appropriate parties
                                                   Create service order to cover disconnection
   389                                                                                                                                BCH
                                                   and/or meter removal.
                                                   Check for remarks in billing system and
   390                                             update or add new remarks as appropriate                                           BCH

                                                   Check, complete and file service orders for
   391                                             correctness and update electrical                                                  BCH
                                                   distribution system
                                                   Manage service order for correctness and
   392                                                                                                      BCH                       ABSBC                  Customer Care Services
                                                   complete as required.
         Enhanced Billing      Meter Reading       The activities involved in providing
   393                                             consumption and/or meter read information
                                                   for Transmission customers.
                                                   Add or replace master meter files where
   394                                                                                                      BCH                       ABSBC                  Transmission Services
                                                   applicable
                                                   Analyze metering data for consistency and
   395                                             process meter adjustments if required. This                                        ABSBC                  Transmission Services
                                                   may require an estimate
                                                   Inform Revenue Metering that there is an
   396                                                                                                                                ABSBC                  Transmission Services
                                                   issue with the data download
   397                                             Investigate to resolve issue                                                       BCH
                                                   Validate that issue identified was resolved
   398                                                                                                                                ABSBC
                                                   correctly
                                                   Confirm adequate back-up meter readings
   399                                                                                                      BCH                       ABSBC                  Transmission Services
                                                   where applicable
                               Reading             Provide and manage the technology
   400                         Technology          required to download the telemetered
                                                   accounts
                                                   Operate and maintain the system software
                                                   in order to download telemetered data from
   401                                                                                                                                ABSBC                  Transmission Services
                                                   the customer’s sites.

                                                 Maintain the interval metering data transfer
   402                                           process to the billing and other source                                              ABSBC                  Transmission Services
                                                 systems
                               Calculate         Perform all bill calculation and issuing
                               Transmission      activities related to Transmission billing
   403
                               Customer Invoices requirements.

                                                   Apply the Tariff, ESA rules, Policies and
   404                                             documented billing procedures established                BCH                       ABSBC                  Transmission Services
                                                   by BC Hydro
                                                   Receive special billing requests or
                                                   information, analyze the request for
   405                                                                                            BCH                                 ABSBC                  Transmission Services
                                                   appropriateness and implement on monthly
                                                   invoices
                                                   Apply appropriate adjustments and/or
   406                                                                                                                                ABSBC                  Transmission Services
                                                   reversals to produce a corrected invoice
                                                   Obtain appropriate approvals from BC
   407                                                                                                      BCH                       ABSBC                  Transmission Services
                                                   Hydro for billing adjustments
                                                   Apply, maintain and calculate applicable
                                                                                                                     Legis-
   408                                             taxes, tax exemptions and levies (e.g.                   BCH                       ABSBC                  Transmission Services
                                                                                                                     lative
                                                   electrolytic process exemptions)




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                         Attachment A - CCS




                                                                                                                         Requirements




                                                                                                                                                   Recommend
                                                                                                    Approve




                                                                                                                                         Perform
                                                                                                              Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                         Domain          Comments
                                                                  Activities


                                                  Establish and maintain legislated programs
                                                  and initiatives (e.g. Power For Jobs and                             Legis-
   409                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  Job Protection Commission) billing rules                             lative
                                                  and quarterly factors
                                                  Review, process and obtain approvals for
   410                                            changes in billing that reflect special           BCH                ESA              ABSBC                  Transmission Services
                                                  conditions in the ESA
                                                  Apply interest calculations per ESA/Tariff
                                                  and established guidelines for interest or
   411                                                                                              BCH                                 ABSBC                  Transmission Services
                                                  late payment charges. Follow guidelines
                                                  for reversing interest calculations
                                                  Monitor contract conditions (i.e. Contract
                                                  demand levels / Power Factor) and
   412                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  communicate abnormal conditions to Key
                                                  Account Managers for resolution
                                                  Receive ad hoc power requests, perform
   413                                            appropriate analysis and implement                          BCH                       ABSBC                  Transmission Services
                                                  appropriate charges on invoice
                                                  Create multiple copies of invoices as
   414                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  requested by the Customer or BC Hydro
                                                  Maintain the automated faxing and email
   415                                                                                                                                  ABSBC                  Transmission Services
                                                  process for invoicing and issue invoices
                                                  Provide ancillary services as identified in
                                                  contracts including additional items to be
                                                  included on monthly or periodic invoices
   416                                                                                                                                  ABSBC                  Transmission Services
                                                  (includes but is not limited to: substation
                                                  maintenance charges; meter rentals;
                                                  surcharges; generation agreements).
                                                  Coordinate and maintaining the Curtailment
                                                  Agreement activities with PowerEx and
   417                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  Power Smart for the purposes of billing

                                                  Notify BC Hydro of any issue or change
   418                                            which materially impacts BC Hydro revenue                                             ABSBC                  Transmission Services
                                                  or receivables.
                                                  Provide information and respond to
   419                                                                                                                                  ABSBC                  Transmission Services
                                                  inquiries
                               Billing Technology Provide and manage the technology
   420                                            required to bill the Transmission accounts.

                                                  Operate and maintain all systems and
                                                  software programs necessary for data
   421                                                                                                                                  ABSBC                  Transmission Services
                                                  transfer and for bill transmission accounts.

                                                  Update software for new releases and
                                                  enhancements. Continue to attend User’s
   422                                            Conferences on behalf of ABSBC/BCH for                                                ABSBC                  Transmission Services
                                                  billing and metering software.

                                                  Program any new rates, riders or changes
   423                                            to existing applications in the billing system.             BCH                       ABSBC                  Transmission Services

                               Collection of      Perform activities associated with collection
   424
                               Receivables        of accounts receivable.
                                                  Maintain a record of all account receivables
   425                                            for transmission customers including non-                                             ABSBC                  Transmission Services
                                                  energy charges
                                                  Monitor and manage billing plan and
   426                                            payment terms against invoices for                          BCH                       ABSBC                  Transmission Services
                                                  customers
                                                  Apply payments against current invoices to
   427                                            reduce receivables and calculate                                                      ABSBC                  Transmission Services
                                                  outstanding balance
                                                  Provide information to finance regarding
                                                  what has been billed and payments
   428                                            received including any adjustments for the                                            ABSBC                  Transmission Services
                                                  purposes of Accounts Receivable
                                                  reconciliation and journal entries
                                                  Provide Accounts Receivable notices for
   429                                                                                                                                  ABSBC                  Transmission Services
                                                  annual audit
                                                  Monitor Accounts Receivables by reviewing
                                                  daily and monthly bank reports compared to
   430                                                                                                                                  ABSBC                  Transmission Services
                                                  expected Receivable payments

                                                  Initiate customer contact and inform the
   431                                                                                                                                  ABSBC                  Transmission Services
                                                  Customer of outstanding balances
                                                  Refer outstanding balances to appropriate
   432                                            BCH personnel for collection activities                     BCH                       ABSBC                  Transmission Services

                                                  Notify appropriate BC Hydro personnel of
   433                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  changes to overdue balances
                                                  Monitor special payment arrangements with
   434                                                                                                        BCH                       ABSBC                  Transmission Services
                                                  appropriate BC Hydro personnel
                                                  Process CCAA and bankruptcy claims and
   435                                                                                                                                  ABSBC                  Transmission Services
                                                  proposals
   436                                            Process uncollectible write-offs                                                      BCH
                               Payment            Perform activities involved in payment
   437
                               Processing         processing.




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                     Attachment A - CCS




                                                                                                                     Requirements




                                                                                                                                               Recommend
                                                                                                Approve




                                                                                                                                     Perform
                                                                                                          Assist
                                                   Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                     Domain          Comments
                                                                  Activities


                                                  Establish and maintain payment method
                                                  with Transmission customers (note: all
   438                                            customers are required to pay by Electronic             BCH                       ABSBC                  Transmission Services
                                                  Funds Transfer, which include wire
                                                  transfer, draw cheque and EDI)
                                                  Access BC Hydro bank account for
                                                  Transmission customers and review
   439                                                                                                                              ABSBC                  Transmission Services
                                                  deposit activity to identify payments by
                                                  received from Transmission customers
                                                  Update billing system with payments
                                                  identified through bank deposit record and
   440                                                                                                                              ABSBC                  Transmission Services
                                                  reconcile against expected payments

                                                  Provide payment transactions report to BC
   441                                                                                                                              ABSBC                  Transmission Services
                                                  Hydro
   442                                            Identify and resolve misapplied payments                                          ABSBC                  Transmission Services
                                                  Contact customers regarding late, missing
   443                                                                                                                              ABSBC                  Transmission Services
                                                  or insufficient payments
                                                  Maintain record of transactions for bank
                                                  general ledger for audit purposes. Review
   444                                                                                                                              ABSBC                  Transmission Services
                                                  transactions to GL for accuracy purposes.

                                                 Identify and resolve rejected payments from
   445                                                                                                                              ABSBC                  Transmission Services
                                                 bank and other payment partners
                               Maintain customer Perform administration to maintain accurate
   446                         information       current and historical customer account
                                                 information
                                                 Maintain current and historical data for
   447                                           customer accounts per appropriate policies               BCH                       ABSBC                  Transmission Services
                                                 and regulations
                                                 Maintain account reference binders
                                                 including notes, invoices, copy of ESA and
   448                                                                                                    BCH                       ABSBC                  Transmission Services
                                                 information relating to the billing
                                                 agreements
                                                 Maintain account communication
   449                                           information (address; phone numbers;                     BCH                       ABSBC                  Transmission Services
                                                 names)
                                                 Respond to Freedom of Information
   450                                           requests and requests for historical                                               ABSBC                  Transmission Services
                                                 information
                                                 Manage record retention and confidential
   451                                           destruction of customer records according                BCH      Policy           ABSBC                  Transmission Services
                                                 to policy
                               Revenue Transfer Provide billing information for transmission
   452
                                                 customers related revenue
                                                 Provide monthly billing record and notes
   453                                           captured from the billing system to BC                                             ABSBC                  Transmission Services
                                                 Hydro
   454                                           Maintain the billing system tables                                                 ABSBC                  Transmission Services
                                                 Develop new tables or columns for new
   455                                           rates or special conditions where applicable                                       ABSBC                  Transmission Services

                               Maintain Contract Maintaining Contract Information
   456
                               Information
                                                 Work with BC Hydro to obtain new or
   457                                                                                                    BCH                       ABSBC                  Transmission Services
                                                 revised ESA
                                                 Retain most up-to-date copy of ESA in
   458                                                                                                    BCH                       ABSBC                  Transmission Services
                                                 billing binders
                                                 Confirm Transmission Customers are billed
   459                                           on the correct Tariff based on contract                                            ABSBC                  Transmission Services
                                                 information
                                                 Notify BC Hydro when contract terms are
   460                                                                                                                              ABSBC                  Transmission Services
                                                 violated or require amendments
   461                                           Apply contract terms to billing program                                            ABSBC                  Transmission Services
                                                 Assist EBG by providing contract
   462                                           management and administration services                                             BCH                    Transmission Services
                                                 relating to the Transmission accounts
   463                         Provide Reports   Provide Reports
                                                 Create and provide electric history reports
   464                                                                                                                              ABSBC                  Transmission Services
                                                 for BC Hydro access
                                                 Work with BC Hydro in a timely manner to
   465                                                                                                    BCH                       ABSBC                  Transmission Services
                                                 complete ad hoc report requests
                               Provide           Provide miscellaneous services
   466                         miscellaneous
                               services
                                                 Operate and maintain BC Hydro electronic
   467                                                                                                                              ABSBC                  Transmission Services
                                                 metering data transfer program
   468                                           Provide metering data                                                              ABSBC                  Transmission Services
                                                 Receive and resolve correspondence or
   469                                           inquiries from customers and notify                                                ABSBC                  Transmission Services
                                                 customer of resolution
                                                 Maintain tariff interpretations required for
   470                                                                                          BCH                                 ABSBC                  Transmission Services
                                                 the billing system and contracts
                                                 Maintain Dow Jones database for energy
   471                                           pricing and provide energy pricing as                                              ABSBC                  Transmission Services
                                                 required
                                                 Work with BC Hydro to identify and analyze
   472                                           new technology for serving transmission                  BCH                       ABSBC                  Transmission Services
                                                 customers




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AMSA Schedule 4.2 - Attachment A                                                                                                                                                       Attachment A - CCS




                                                                                                                      Requirements




                                                                                                                                                Recommend
                                                                                                 Approve




                                                                                                                                      Perform
                                                                                                           Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                      Domain           Comments
                                                                 Activities


                                                  Assist BC Hydro in the review and analysis
   473                                            of multiple real-time information sources                                          ABSBC                  Transmission Services

                                                  Provide BC Hydro with timely system
   474                                            information and customer information and                                           ABSBC                  Transmission Services
                                                  documentation
                                                  Provide basic process or technology
   475                                            overview of Enhanced Billing to BC Hydro                                           ABSBC                  Transmission Services
                                                  personnel
                                                  Give EBG notice of any change in priorities
   476                                                                                                                               BCH                    Transmission Services
                                                  or procedures
                                                  Provide input to basic overview material
   477                                                                                                                               BCH                    Transmission Services
                                                  related to policy, tariff changes
         Diversions            ESCC and           Activities involved in the disconnect and
                               Customer           billing process
   478                         Services -
                               Disconnect and
                               Billing
                                                  Information regarding disconnected service
                                                  comes to BCH or information is provided                                             BCH
   479                                                                                                              Process
                                                  by ABSBC when city electrical inspector                                            ABSBC
                                                  carries out disconnect
   480                                            Issue Removal Service Order                                                        BCH
                                                  Check for remarks regarding diversion and
   481                                            enters appropriate remarks into billing                                            BCH
                                                  system
                                                  Complete order or direct to ABSBC as
   482                                                                                                                               BCH
                                                  required
                                                  Resolve billing issue and complete service
   483                                                                                                                               ABSBC                  Customer Care Services
                                                  order
                               ESCC and           Activities involved in the reconnect process
                               Customer           and billing process
   484
                               Services -
                               Reconnect
                                                  Advise customer of permit requirement for
   485                                                                                                                               BCH
                                                  reconnection
                                                  Refer Customer to ABSBC for application
   486                                                                                                                               BCH
                                               Advise customer they will be required to
   487                                                                                                                               BCH
                                               pay connection charges
   488                                         Issue Alteration service order                                                        BCH
                                               Complete field work portion of Alteration
   489                                                                                                                               BCH
                                               Service Order and submit documentation
                                               Complete order or direct to ABSBC as
   490                                                                                                                               BCH
                                               required
                                               Resolve billing issue and complete service
   491                                                                                                                               ABSBC                  Customer Care Services
                                               order
         General               Ad Hoc Requests Explains use of discretionary capacity in
                               and Mutually    Customer Care
   492
                               Beneficial
                               Activities
                                               ABSBC will provide a BC Hydro
                                               Discretionary Capacity of 1,500 hours
                                               per/year on a take or pay basis to be used
   493                                         for ad-hoc requests. This capacity will be                                            ABSBC                  Discretionary Services
                                               authorized at the exclusive discretion of BC
                                               Hydro and supported by ABSBC customer
                                               care employees
                                               ABSBC and BC Hydro will jointly identify
                                               mutually beneficial activities that can
                                               improve both customer service operations
                                               and BC Hydro service objectives. If
                                               approved by both parties, these activities
   494                                                                                           BCH                                 ABSBC                  Discretionary Services
                                               will be supported by ABSBC through a
                                               maximum capacity of 1,500 hours per year.
                                               These activities are operational in nature
                                               and do not include technology-related
                                               initiatives
                                               Manage record retention and confidential
   495                                         destruction of customer records according                   BCH      Policy           ABSBC                  Discretionary Services
                                               to policy
                                               In addition to the reports supporting service
                                               levels, the following operating reports will
                                               be provided by ABSBC to BC Hydro. The
                                               list includes::
                                               o Timeliness of responding to Customer
                                               Inquiries (Supervisor TSF)
                                               o Longest Wait Time
                                               o Security Deposit Effectiveness
   496                                         o Active Accounts in Arrears                                          BCH             ABSBC                  Discretionary Services
                                               o Collection Agency Net Back
                                               o Zero Consumption Meter Follow- Up
                                               o Stopped Meters
                                               o Meter Reading Accuracy at Time of
                                               Disconnect
                                               o No Reads by no read code by area
                                               o Disconnects for non-pay vs. non-sign by
                                               area




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                          17 of 18
AMSA Schedule 4.2 - Attachment A                                                                                                                                                   Attachment A - CCS




                                                                                                                  Requirements




                                                                                                                                            Recommend
                                                                                               Approve




                                                                                                                                  Perform
                                                                                                         Assist
                                                  Service Element Description & Supporting
   Nbr Service Component       Service Element                                                                                                                  Domain           Comments
                                                                 Activities


                                                                                                                                                        Customer Care Services
                                                 Ensuring QoS and service delivery quality,
                                                                                                                                                        Meter Reading Services
   497                                           BCH and ABSBC CC will conduct a joint                                           ABSBC
                                                                                                                                                        Transmission Services
                                                 quarterly ExPECT review session utilizing a
                                                                                                                                                        Discretionary Services
                                                 common inventory of quality expectations.




cAMSA Schedule 4.2 - Attachment A - CCS (FINALIZED).xls                                                                                                                                      18 of 18

								
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