1. Remember to remind the group to jump in with questions as we go
EEI/AGA Customer Service Conference & Exposition Remote Service Switch Connect Disconnect (Tuon/Toff) Credit Orders Southern California Edison
April 16, 2013

2. Southern California Edison
Southern California Edison (SCE) is one of the nation’s largest investor-owned electric utilities, serving more than 13 million people in a 50,000 square mile area of central, coastal and southern California. Based in Rosemead, SCE has been providing electric service in the region for 126 years. SCE is a subsidiary of Edison International, which is also headquartered in Rosemead.
SCE at a Glance:
Customer Meters 5,011,991
AMI Meters 4,927,529
Installed Meters DPB 4194 was where obtained meter count 5,011,911
AMI meter count is from RSO

3. What is Remote Service Switch (RSS)
Enables Southern California Edison to establish new service for customers, discontinue service, and disconnect service for credit related issues.
Remote Service Switch Exclusions
Critical care customers
Owner Authorization Agreement accounts
Non Residential Accounts

4. Remote Service Switch (RSS) Goals
Implement remote service switch functionality for routine Connect (TUON) Disconnect (TOFF) service to achieve the following:
Reduce field costs
Reduce idle usage
Improve customer satisfaction by processing more timely tuon/toff service orders
Provide safe and timely completion of credit related collection activities
Minimize incremental operational costs
Remind the audience that SCE utilizes Tuon for Beginning order Connecting and or start service and Toff for Disconnect order ending service

5. Pre Smart Connect-Manual Process

6. Customer Tuon Toff Service Order Process
Remote Service Switch
Customer Tuon Toff Service Order Process

7. RSS Turn-On Process Flow – Happy Path
New
As-Is A
Customer
Requests
a Turn-On
CSS determines
remote switch
eligibility
If RSS Eligible, CSR states
Safety Message,
if not uses as-is process
CSR enters
order in CSS 1 2 3 4
CSS updates the order 10
Finding out the sa A
SmartConnect meter
w/ service switch
receives and processes
connect command and
sends acknowledgement
Meter Data Mgmt Sys
receives connect order and
sends connect command
Network Mgmt Sys
receives and sends
connect command 5 6 7 9 8

8. Remote Service Switch for Tuon and Toff
Tuon and Toff Service Remote Order
Eligible DOMESTIC accounts, use the service switch to execute beginning and ending order for electric service for customer initiated requests.
Safety Message
Remote switch eligible customers will be required to hear / read a new safety message prior to SCE accepting a move in request.
Remote Service Switch Exceptions
Field personnel will be required to complete beginning and ending orders that cannot be completed through remote service switch.
On the day of service tuon order be sure all appliances and other electrical devices at this location are turned off.

9. Credit Disconnect and Reconnect Process
Remote Service Switch
Credit Disconnect and Reconnect Process

10. Remote Service Switch for Credit
Credit-Related Remote Disconnect/Reconnect
For eligible DOMESTIC accounts, use the service switch to execute disconnects and connects for credit-related reasons (i.e. non-payment)
Verify Still Off
Periodically check for usage and load side voltage following credit disconnect
Initiate account closure when no usage or LSV detected after 14 days
No Cut/No Cut Without Contact
New CSS Workstation and user interface to manage and view No Cut and No Cut without Contact schedule
Ability to utilize specific areas as no cut related to current conditions
Controls
Disconnects will execute every 30 minutes between 9am and 2pm
Annual and Daily RSS Disconnect Volume Threshold is configurable
No cuts related to current condition ex. Would be fire area that has occurred- stop remote disconnects already scheduled, or due to elminating call volume

11. Credit Remote Switch Owner Authorization Residential Beginning Service
Owners Authorization accounts will be RSS eligible
Owner Authorization accounts that have been remotely disconnected for credit will be remotely reconnected upon account closure
Same Party In Detection
System checks conditions at beginning order for service that may indicate a Same Party In situation
System creates an exception for follow-up
Explain what Owner Authorization is

12. Remote Service Switch for Credit
Remote execution for Disconnect in Error and Idle Usage Disconnect
Disconnect in Error will be remotely executed if account is eligible for RSS Connect
Idle Usage Disconnect will be remotely executed if account is eligible for RSS Disconnect
Remote Service Switch Exceptions
Field personnel will be required to complete Disconnect and Reconnect orders that cannot be completed through remote service switch.
Need details on the same party in detection-

13. Remote Credit Service Switch Regulatory and Organization Impacts

14. Remote Service Switch Regulatory
In 2011 SCE began the Process of implementing the Remote Service Switch functionality in stages.
Limited release beginning with 100 orders and increased week by week.
October 2011 temporarily suspended by CPUC
Based on Motion by TURN (The Utility Reform Network) citing the need for sensitivity to the current economic climate
March 2012 CPUC reinstated ability credit use Remote Switch
April 2012 utilized Credit remote switch all eligible residential customers with an order of intent with only percentage of low income customers
Find out percentage of low income

15. Change to fee structure
Pre Remote Switch
Post Remote Switch
Field Assignment Charge
$17.00 (1 billing period)
Beginning / Ending Service Fee
Next Day $15.00
Same Day $26.00
Reconnection Fee
Next day $17.00
Same Day $28.00
Weekend /After Hours $71.00
Pole Fee
Next Day $79.00
Same day $80.00
Weekends/Afterhours $110
Residential Fees
Set fee Service Connection charge $6.00
Tuon
Toff
Reconnection fee
Commercial Fees
Set fee $39.00
Reconnection Fee
Pole Fee
$86.00

16. Remote Service Switch Organizational Impacts
Customer Contact Center
Communicate new safety message for RSS eligible turn-ons
Audit the use of RSS ineligible flags on turn-on orders
Meter Services
Receive and process remote failed turn-on orders for same day processing
Use a new field tool to actuate the service switch when processing field connect and disconnect orders on service switch meters
Revenue Services
Execute remote meter load side voltage checks when needed to resolve service connection issues
Information Technology
Monitor remote service switch failure logs and resolve issues
Reroute remote eligible orders for field processing when needed with approval from key stakeholder management (e.g., RSO, MSO and CCO)

17. Remote Service Switch
Data Graphs

18. Remote Service Switch (RSS) Tuon and Toff Order Impacts
Orders Worked Manually
COTO 10K meters
COTO remaining meters
Meter Services view of service center impacts after accounts were cut over ( COTO) to utilize the remote service switch functionality
COTO
COTO

19. Field Orders Completed

20. Remote Service Switch Order Volume

21. Changes in Field Work Force
In AGA EEI Survey we are now including the Field Service Personnel, I think I will just populate our FSR personnel for the 2012 data

22. Opt Out Customers

23. Additional Impacts Related to Credit Remote Orders
In some situations customers are currently allowed to Opt Out of AMI metering.
If a customer choses to Opt out a legacy meter is installed.
Customer is charged one time fee $75.00
Monthly charge on account
Approximately 20,000 customers have opted out
Many opt out for various reasons some once they have the fees revert back to the AMI meter, we have noticed a correlation from some credit related disconnects and an opt out request.

24. Questions ? JOHN Adair John.Adair@sce.com 805-654-7106