This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 04 NOV 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Digital Self Service - Transactions
Digital Self Service - Transactions
Notification Preference Enhancements
The Digital Self Service -Transactions Communication Preference pages were improved to include push and subscription notification preferences. This update makes it easier for customers to manage their account notification preferences, understand how their contact information will be used, and identify which outbound notifications are required.
Reporting Service Issues for Multiple Service Points
Customers whose premises have multiple service points of the same service type can report their service issues for one or more of those service points in the same transaction. This feature improves the customer experience by reducing the number of steps required to report an issue impacting multiple service points.
The Digital Self Service - Transactions My Service Issues page lets customers know when active outages are affecting them, the causes of those issues, and when they can expect resolution based on the real-time information available in the Customer Information Service (CIS). This feature reduces the customer's need to call into the call center for service issue updates.
Outbound Service Issue Notifications
New integration and data algorithms are available to support service issues and outage-related notifications sent to customers. The algorithms contain key-value pairs that can be mapped to a utility’s outbound communication platform. This allows utilities to deliver critical information to their customers in near-real time, including: confirmation when a customer reports an account issue through Digital Self Service - Transactions, planned outage notices, outage started notices, restoration estimation notices, and restoration notices.
The Digital Self Service - Transactions Outage Map provides customers with information about all of the outage events affecting their service territory, including:
- Individual outage details: Outage causes, crew status, estimated restoration times, outage start times, and the number of customers affected.
- Service territory aggregated view: A summary view of outages in the customer’s service territory.
- County/city aggregated view: A summary view of outages in the customer’s county or city.
This feature improves the customer experience by making it easier for customers to find the information they need about an ongoing outage event. Utilities can use this feature to help reduce customer calls placed to their call center.
Payment Wallet Confirmation Page
The Digital Self Service - Transactions Payment Wallet Confirmation page prompts the customer to either continue with their one-time payment transaction or to sign up for autopay after the customer has added a payment method to their account wallet. This feature ensures that the customer is aware that additional steps are required to finalize their payment.
Add Bank Account Option for One-Time Payment
Utilities with a real-time payment method validation service can enable customers to add a new payment method directly to their wallet during a one-time payment transaction. This feature makes it easier for customers to modify their payment options and supports NACHA validation requirements.
Payment Extension Start Date Configuration
Utilities can configure their online payment extensions to start either on the request date,or the date of the last bill due date. This feature provides utilities with additional flexibility to apply their own business rules to customer payment extensions.
CSR Payment Plans in the Payment Extension Program Page
Customers can use the Digital Self Service - Transactions Payment Extension Program page to view details about the custom payment plans created for them by their utility's Customer Service Representatives. This feature makes it possible for to review the details of their custom payment plan information without contacting their utility’s call center.
Detailed View of New Charges in Bill Trends
Customers can view a detailed breakdown of their new monthly bill charges in the Digital Self Service - Transactions Bill Trends. This feature makes it possible for customers to explore the details of each monthly bill charge within the context of their larger bill trends.
Start, Stop, and Transfer Service
Meter IDs When Stopping or Transferring Service
Customers can review the meter ids associated with their premise when completing a stop or transfer of service through their utility website. This feature allows customers to easily identify the services they need to update from within the workflow.