This issue supports the change control 2006_698 along with issue I012 that was approved by TX SET 8/2005 - Approved by TX SET per the discussion on 7/27/06
This issue supports the change control 2006_698 along with issue I012 that was approved by TX SET 8/2005 - Approved by TX SET per the discussion on 7/27/06
Background
Status:
Closed
Date Posted:
05/18/2006
Sponsor:
CenterPoint Energy
Urgent:
No
Sections:
650_01
Description:
CenterPoint Energy has communicated with other TDSPs have found that they too have been receiving the YNQ Yes/No Question (Call Ahead) flagged as Y- Yes for all types of Purpose Codes (REF~8X) found in the 650_01 Service Request, for example: Disconnects for Non-Payment, Reconnect following Disconnects for Non-Payment and numerous other types. The reason this is an issue is because in the gray box the YNQ Call Ahead flag shows: "Required if customer requests a call before the work is to be performed. This requires a phone number to be populated in the PER Segment". The problem is why would a customer request a call ahead for a disconnect for non-payment and/or reconnect following disconnect for non-payment. This flag has become a problem for the TDSPs because it is very difficult to determine when to call and when not to call ahead and that is a concern because there may be events where we needed to call ahead and did not because the request was overlooked in thousands of call ahead request.
Reason:
Operational/System Impact: TDSPs problem is the we are receiving call ahead flags on all types or request that if we called every one would require additional staff to make the calls and could impede the progress of getting the request done in a timely manner. Customers are negatively impacted because the TDSP may not call ahead when they should because of the volume of service orders that need to be called ahead vs. the time needed to complete such work. The initial intent of this segment was for customer requested call ahead, therefore it should be only allowed for customer initiated services (purpose codes), example Disconnect for Customer Requested Clearance, Relocation of Services/Facilities, Exchange of metering equipment, and/or Reconnect after Customer Requested Clearance. This is a valuable tool for the Retail Customer, CR and TDSP, but only when used correctly, which requires a clear understand and the appropriate application of the information.
Market Impact: Customer impacts of calling a customer when it is not necessary vs. not calling a customer when is requested or warranted by the Retail Customer. Customer may need to be at property for access or has scheduled electrician, maintenance, or tree crews to be available for the date or day the TDSP is calling ahead. If call is not made the customer may not have made the appropriate arrangements when it is necessary or the customer could have made other plans preventing access and creating additional trips to premise. Calling all customers indicated as call ahead when it is not necessary adds cost to TDSPs for staffing, especially during high volume request such as Disconnect for Non-Payment if the Market considers these to be acceptable. This data segment is only of value to the Retail Customer, CR and TDSP when used correctly.
