Meter Installation OCM Brainstorm
Timeline
UMAX Go live - January 2018
Meter Installation Communication Plan
Outreach Forum for Development Community
Marketing Material
Outreach letter to all of the builder and developer community to alert them to the process change along with explanation and history
Email sent to builder to notify that a work order will be issued in the next 3 to 5 days for installation from MPN
To be process add ons
Website message on the GUS website, Permitting website, any other websites?
Feedback tool to see how we are doing; satisfaction survey
Invite developers and builders that we issue the most meters to and have them on site and do a Q&A; have all of our experts there like steering committee, maldonado, someone from permitting so that they understand we aren't going to delay the installation
Communication to staff; explanation of new process FAQ sheet (print out) (how to handle emergencies, answer questions, working with the planner scheduler
Internal staff FAQ
Customer facing FAQ
Outreach Forum to launch 60 days prior to process/meter install project kick-off - December 2017
Invitees
Date/time/location
city staff involved
developer/builder community
Marketing material sent on which dates
MPN
Refine / Improvement plan (after we have been doing this for a while) - 3 to 6 month check-in
how to handle new builders/developers that come on after we have launched the change/if they haven't seen this before
Pilot
Two purposes for the pilot
Select builder that matches the volume to be tested and somewhat political that has a voice in the development community
Prepare for the outreach forum/communicationplan
Operations has a chance to test the process
OCM
Internal
External
DAS
Permitting
Inspections
Electric Ops
Metering Services
Planner Scheduler
Call Center
Economic Development
Warehouse
Development Community
Builders
Plumbers
Public Relations/Communications
GUS Board
Brochure
online
printed
electronic
developed by marketing
Marketing
Irrigation variance - putting the variance in a water proof sleeve to rubber band to the meter (get with Mark); only issued 200 irrigation variances in the past year and we issue 200 meters a month (while metering services are out there to leave a irrigation variance notification; add to the to be process
Launch pilot in October 2017
Develop marketing material
Cutover time period
look at any chances for cross-over where we could be doing the process at the same time as the development/builder community; how DAS to handle
when to create the install work order (trigger in MPN possibly); how does DAS know when to create work order
When does DAS know to trigger a work order in UMAX
Email to go to builder/developer/plumber saying your meter will be installed
Email to go to builder/developer/plumber to confirm meter install (we aren't doing this for electric)
Meter install project go live, 30 days after go live - February 2018
Pros/cons for to launch before or after UMAX go live
Before UMAX Go Live
Pro - easier transition to go into UMAX with the new process versus going into UMAX with the old and pilot process
After UMAX Go Live
Pro - pilot can go longer
Con- will have to do the two processes with UMAX at the same time and we won' t know if UMAX can handle two separate workflows
Issue feedback tool
Interim planner scheduler needs to be in place