May 24, 2011 PUC Project AMIT Stakeholder Steering Committee Anna Grau

All new scripts and process have gone through the final (3 rd review) with key stakeholders Will provide a comprehensive knowledge base document to the Help Desk team; have received final comments. Future modifications will be made and added based on feedback. Key difficulty was continually discovering new script needs and adding to the list, also scheduling meetings.

Update Personal Profile Update Security Challenge Questions Update DUNS numbers in REP Entity Profile Remove DUNS numbers in REP Entity Profile Attach multiple ESIIDs Validate Notification for All Users View 15-min Interval and Daily Usage Report Attach ESIID Attach multiple ESIIDS How to Access Online Help SMT Demo Registration of a REP Admin Non-resident Search for Registered Company Non-resident Admin Registration Process Modify Entity Profile for Non-Residential, REP or TDSP users Non-resident Registration Process REP User Registration Process Demonstrate Registration of TDSP Admin Registration of Private TDSP User Registration Expired Account Locked, Unable to login Meter Not Found How to Register Residential How to Register Residential Account KB Script Cannot See Entire Graph KB Script User Unable to Understand Temp PW Meter Not Found Process Website not loading properly Usage Report Account Locked, Invalid Request REP unable to download usage report Login Unsuccessful Usage Report over 40 days Unable to find ESIID

API Integration Request FTPS Integration Request Technical Assistance Request Additional Help Desk Level 1 Resolution Scripts Help Desk 1st Call Description Level 2 Ticket Closer Due to Missing Data from Market Participant Outgoing Help Desk Wording Receive Open Ticket from TDSP Receive Open Ticket from REP Add New CR Entering Market Removing CRs that are Exiting Market HAN (ID new scripts) Customers with Missing Data Customers with Estimated Data Missing Data Missing ESIIDs (not whole file) File processing issues between TDSP-SMT SMT Help Desk Level 2 to TDSP Help Desk Integration to Open Tickets from TDSP to Open Tickets from REP Communications/Market Notices to Market Model SMT to TDSP to REP process flows Missing Data- REP LSE Files Late Master File Issues Add new CR entering market Remove CR exiting market HAN (Robert ID categories) Customers with Missing Data Customers with Estimated Data

**********BEGIN KNOWLEDGEBASE ENTRY********** Note: Always collect the following information from the registered user – First Name, Last Name, User ID, ID, ESIID or Meter Number, Problem: User complains that they have missing data in the SMT portal. Alternate Search Words: Missing data, data not there Technology Section: Either the TDSP failed to provide the data or there was a processing error in SMT. Solution: Open a ticket and ask and record the following information: What type of data is missing? (interval, daily or monthly usage) Is it partial data missing or all the data? Is it one or several intervals/days/months? Is it for a particular time period or across several time periods? Ask if it is cyclical (the user might not know). Establish a date for the help personnel to view the data. Transfer the ticket to Level 2 support. **********END BRAIN ENTRY**********

Knowledge Base catalogue of scripts will be delivered to Help Desk for use and modification based on feedback. Process Narratives and Process Flow diagrams will be consolidated into one searchable document for both the Help Desk as additional reference and the Market for understanding of existing processes. Phase II will be the discovery of processes that need to change and the modifications to them.