Update 20C

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date	Product	Feature	Notes
20 NOV 2020			Created initial document.

Overview

Oracle Utilities Digital Self Service - Transactions includes a suite of digital experiences that empowers customers to perform self-service transactions on any desktop or mobile device and reduces cost to serve. The responsive design allows customers to complete all transactions on any device or screen size and orientation, and ensures a consistent brand experience across access channels.

This guide outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

NOTE: The Oracle Utilities Opower What's New document has information about Digital Self Service - Energy Management features and other features that may also be available to your utility.

Feature Summary

Digital Self Service Transactions

Email Addresses as Usernames with Oracle Identity Cloud Service Native Integration

The native integration with Oracle Identity Cloud Service supports an option for customers to use their email address as their login ID to Digital Self Service - Transactions. Previously, web user accounts required a unique username during registration, login, and password reset. With this feature, utilities have the option to enforce that a single web user is mapped to only one account and prevent customers from creating multiple web user IDs associated with the same email address.

Using email addresses as user names simplifies and streamlines account management.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

A Cloud configuration is required to enable this feature.

To open a service request for Cloud configuration:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Key Resources

• See the Digital Self Service - Transactions SSO Configuration Guide for additional information about configuring your utility authentication with Oracle Utilities Digital Self Service - Transactions Cloud Service.

Premise Search Enhancements

A configurable tip has been added to the search step of Start Service to provide customers with search guidance. This update makes it easier for customers to quickly locate their premise based on how the utility formats addresses in their customer information system.

Search enhancements help customers locate their premises when requesting start of service.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Password Policy Strength Enhancements

The native integration with Oracle Identity Cloud Service (IDCS) supports standard and custom password policies that enforce utility-specific requirements. Utilities can use this feature to ensure the security of the customers' online accounts by enforcing password requirements that follow best practices and align with their internal policies.

Password policy enhancements allow utilities to ensure consistent and secure password policies.

Steps to Enable

A Cloud configuration is required to enable this feature.

To open a service request for Cloud configuration:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Account Recovery

The native integration with Oracle Identity Cloud Service (IDCS) allows a customer to reset their password even if they've forgotten their username. Previously, a customer had to provide a valid username in order to get a notification to the email address associated with their account or contact the call center to recover the account.

Account recovery enhancements improve the customer experience. 

Steps to Enable

You don't need to do anything to enable this feature.

Rates Engagement Bill Forecast Enhancements to Support Water

Water and wastewater customers can view an estimate of their bill before the end of the billing period in the Rates Engagement Bill Forecast. The Rates Engagement Bill Forecast uses rate modeling to show AMI customers their costs to date in the billing period, projected total cost for the period, and typical costs for the period based on their past use. The forecast informs customers before the end of the billing cycle if they are likely to have a high bill compared to the same time period the previous year.

Estimated bills help customers anticipate their actual bill and understand how their bill is likely to differ from previous bills. 

Steps to Enable

Data integration is required to enable this feature. Work with your Service Delivery Manager to complete the required data integration in the Opower Data Transfer Standard.

Tips And Considerations

This feature requires an Oracle Utilities Opower Rates Engagement Cloud Service license.

High Bill Alert Forecast Range

Utilities running a High Bill Alert program can choose to deliver bill projections as a range in their High Bill Alerts emails or SMS messages. For example, the projection can show that the estimated bill will be approximately $x-y by the end of the bill period if the customer does not change their usage. Previously, projected bill calculations only supported absolute dollar amounts.

Bill projection ranges help alleviate customer confusion caused by actual bills differing from a projected bill with an absolute dollar amount.

Steps to Enable

A Cloud configuration is required to enable this feature.

To open a service request for Cloud configuration:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Tips And Considerations

This feature requires an Oracle Utilities Opower Proactive Alerts license.

Water High Bill Alerts

Digital Self Service - Transactions sends water and wastewater customers enrolled in a High Bill Alerts program an email or SMS message when they are on track for a high bill. Previously, only electric and gas customers could receive high bill alerts. Customers can use the tips provided in the alerts to reduce their water consumption before the billing period ends. Cost information can be included in the alerts if a utility's water rates have been modeled.

High bill alerts for water and waste water provide water customers with the same advance notice previous available only to electric and gas customers.

Steps to Enable

Data integration is required to enable this feature. Open a Service Request in My Oracle Support to coordinate configuration of the feature and work with your Service Delivery Manager to complete the required data integration in the Opower Data Transfer Standard.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Tips And Considerations

This feature requires an Oracle Utilities Opower Proactive Alerts license.

High Bill Alert Description

Digital Self Service - Transactions includes an option for utilities to add a brief description of High Bill Alerts to the communication preference center. The description can be used to provide customers with useful context and information about the program.

Alert descriptions support better communication with the customer regarding their bills.

Steps to Enable

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Tips And Considerations

This feature requires an Oracle Utilities Opower Proactive Alerts license.

Connect Account Model Configuration

Digital Self Service - Transactions supports connect account model configuration which allows a single web user to connect to accounts belonging to different Customer Care and Billing, Customer To Meter, and Customer Cloud Service persons. Previously, web users could only connect to accounts for which they were the main customer. This feature allows utilities to provide additional flexibility to customers with separate person records for a single multi-account owner, such as business owners who have separate person records for each account.

Account model enhancements allow customers access to multiple accounts and persons from a single web user, improving and streamlining the customer experience.

Steps to Enable

A Cloud configuration and patch install are required to enable this feature.

To open a service request for Cloud configuration:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

To install the patch:

1. Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
2. Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.

Auto-formatting of Identity Inputs

Digital Self Service - Transactions now includes formatting assistance to help users efficiently enter identifiers such as social security numbers, driver's license numbers, employer IDs, and phone numbers. Users no longer have to enter special format characters and will receive feedback on errors before they are able to move to subsequent steps in the flow.

Auto-formatting enhancements improve the customer experience when creating account identifiers.

Steps to Enable

You don't need to do anything to enable this feature.

Resend Verify Email Notification

The Digital Self Service - Transactions integration with Oracle Identity Cloud Service includes the option for customers to resend a verification email. This allows users to trigger a resend if they accidentally deleted a verification email or did not receive the original message.

The ability to resend verification emails improves the customer experience and helps ensure customers receive important verification notices.

Steps to Enable

You don't need to do anything to enable this feature.

Web Login Detail Enhancements

The Web Login Details widget displays the customer's user name for their web account and supports two edit password experiences depending on authorization mode.

• When a utility uses SAML for single sign-on, they will be able to provide a link to the external identity provider so users can change the email or password associated with their web account.
• The native integration with the Oracle Identity Cloud Service allows customers to change their password with Digital Self Service - Transactions.

Web login enhancements improve the customer experience around maintaining passwords.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Native Integration with Oracle Identity Cloud Service

Digital Self Service - Transactions offer a native integration with Oracle Identity Cloud Service for customer and Customer Service Representative authentication. This feature makes it possible for utilities to offer customers a seamless Digital Self Service - Transactions experience across self-service web account registration, login, and password changes.

Integration with Oracle Identity Cloud Service enhances the customer experience when creating and maintaining web users.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Tips And Considerations

This feature requires a subscription to Oracle Identity Cloud Service.

Personalized Navigation Enhancements

Navigation items and widgets can be targeted for select service agreement types and customers in Digital Self Service - Transactions. For example, the Neighbor Comparison widget can be configured to display only to select residential service agreement types. This update makes it possible for utilities to configure targeted primary and secondary navigation items, and show and hide select widgets within a page.

Personalized navigation enhancements improve the customer experience by only displaying widgets that are applicable to particular customers.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Google Analytics Integration

Digital Self Service - Transactions supports Google Analytics for site tracking and reporting across Digital Self Service - Transactions. Utilities can add their own Google Analytics identifier to Digital Self Service - Transactions to monitor and report on key events including page views, users by geographic area, and bounce rate.

Integration with Google analytics allows utilities to track customer usage of Digital Self Service - Transactions.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Financial History Download Configuration

Utilities can configure which fields are shown to customers when they download their financial history from Digital Self Service - Transactions.

This update gives utilities more control over the user experience by allowing them to customize which columns appear in the CSV export.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Bill Details Configuration

The Bill Breakdown in Digital Self Service - Transactions can be configured to hide the Service ID or Rate Plan. The Service ID and Rate Plan are displayed by default for each service agreement.

Configuration of bill details allows utilities to control the information customers access in Bill Breakdown.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Email Validation Configuration

Email validation can be turned on or off in Digital Self Service - Transactions. This configuration option allows utilities to determine whether multiple web accounts can use the same email address when registering, and provides additional flexibility for utilities where commercial customers may use the same email address for separate users. Previously, email validation required a single email per user.

Email validation configuration improves the customer experience for customers using the same email address with multiple web users.

Steps to Enable

A patch install is required to enable this feature.

To install the patch:

1. Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
2. Install the applicable Customer Care and Billing patch and then update the master configuration.

Web User Zone

The Digital Self Service - Transactions Web User zone allows Customer Service Representatives to view and modify a customer's account relationship directly within Oracle Utilities Customer Care and Billing, Oracle Utilities Customer To Meter, or Oracle Utilities Customer Cloud Service. This feature makes it easier for Customer Service Representatives to locate and review a customer's web user information (including connected accounts, roles, account-person relationships, outstanding balances, and financial responsibility), and unlink web user and account-person relationships. Previously, Customer Service Representatives had to masquerade as the customer in Digital Self Service - Transactions in order to review and modify this information.

The new Web User zone simplifies and improves the user experience for Customer Service Representatives.

Steps to Enable

A patch install is required to enable this feature.

To install the patch:

1. Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
2. Install the applicable Customer Care and Billing patch and then update the master configuration.

User Role Financial Responsibility Configuration

The User Role Financial Responsibility configuration allows utilities to assign a financial responsibility flag to roles within the invite user flow. The financial responsibility flag can then be used to update the account-person record when a guest is associated with a main account. Utilities also have the option to add a configuration which determines when users can be removed or have their roles updated based on financial responsibility implications.

Configurable user role financial responsibility provides additional flexibility when creating and maintaining users and roles.

Steps to Enable

A patch install is required to enable this feature.

To install the patch:

1. Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
2. Install the applicable Customer Care and Billing patch and then update the master configuration.

Campaign Segmentation for the Start, Stop, and Transfer Service

Dynamic campaign questions are available for the Digital Self Service - Transactions start, stop, and transfer service features. Customers are required to answer predefined questions which are used as inputs to determine which service agreements to start based on the package selected. Previously, customers received all of the questions regardless of the service types available on their selected premise.

This update offers a more tailored user experience by only displaying the start/stop/transfer service campaign questions applicable to the customer's selected premise service points.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Pending Service Enhancement for Budget Billing

Customers can see whether their enrollment or unenrollment is pending in Budget Billing. They can also view pending service details, including client service task type, service task number, feature ID, and status. Previously, a status of "enrolled" or "unenrolled" was displayed for pending service tasks.

Display of pending service enrollment (or unenrollment) and other service details provides more information to customers using Budget Billing.

Steps to Enable

You don't need to do anything to enable this feature.

Custom Maintenance Page

A custom maintenance page can be enabled to display in Digital Self Service - Transactions any time Oracle Utilities Customer Care and Billing (or Oracle Utilities Customer To Meter or Oracle Utilities Customer Cloud Service) is down for scheduled maintenance.

Display of maintenance information alerts users when Oracle Utilities Customer Care and Billing (or Oracle Utilities Customer To Meter or Oracle Utilities Customer Cloud Service) are not available.

Steps to Enable

Open a Service Request in My Oracle Support to coordinate configuration of the feature.

To open a Service Request:

1. Go to Oracle My Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Default State Selection

Utilities can choose the states that are available for selection when customers are starting, stopping, or transferring service. For example, a utility with customers only in Iowa can limit the state selection to Iowa only.

Limiting the list of available states simplifies the process for customers requesting start, stop, or transfer of service.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of this feature.

To open a Service Request:

1. Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

New Account Start

New accounts can be created when adding service at a new premise rather than only adding premises to existing accounts. This feature supports Start Service scenarios for customers in Customer to Meter who do not have an existing account.

Creation of new accounts when starting service streamlines the account setup process.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

A Cloud configuration and patch install are required to enable this feature.

To open a service request for Cloud configuration:

1. Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

To install the patch:

1. Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
2. Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.

Seamless Web User Linking

Customer accounts are automatically linked to Digital Self Service - Transactions when a customer creates an account to Start Service in Customer to Meter.

Automatic linking of customer accounts to Digital Self Service - Transactions minimizes administrative overhead.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Open a Service Request in My Oracle Support to coordinate configuration of this feature.

To open a Service Request:

1. Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Enhanced User Preferences

Updates were made to the Digital Self Service - Transactions user preferences to improve the contact management and mailing address customer experience, including:

• Improved contact ordering to make it easier for customers to identify their primary contacts.
• Removed the option to delete primary contacts.
• Updated the contact method so that it defaults to the existing contact method in instances where a primary contact is not provided.
• Enabled mailing address update options for paperless billing customers.

User preference enhancements improve the customer experience when managing contact information.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

A Cloud configuration is required to enable this feature.

To open a service request for Cloud configuration:

1. Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.

Web Energy Management FAQs

Utilities can opt to include an energy management Frequently Asked Questions (FAQ) page in Digital Self Service - Transactions. Utilities can configure the FAQ space to include a list of questions or blocks of questions related to energy management that provide their users with a guidance on how to navigate energy management widgets.

Frequently Asked Questions page helps reduce customer inquiries related to energy management widgets.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

A Cloud configuration is required to enable this feature.

To open a service request for Cloud configuration:

1. Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request.ervice Request.

Additional Validations When Making A Payment

The workflow for making a payment was updated to include a summary page that provides customers with a quick look at their payment inputs before they submit the payment. From the summary page, customers can confirm their inputs, go back and make changes to their payment, or cancel the payment.

Payment summary page allows customers to confirm payment details before submitting payment.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Contact your Service Delivery Manager to coordinate configuration of the module.

To open a Service Request:

1. Go to My Oracle Support (https://suport.oracle.com). Click Cloud Support and log in.
2. Click the Create Service Request button and follow the prompts to complete the Service Request. Service Request.