Managing Service Requests

Managing the progress of customers' service requests at the district level.

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Managing Service Requests

Managing the progress of customers' service requests at the district level.

1.2 Manage Service Requests

For existing service requests, management of these requests involves viewing the current state of the service request within the process workflow for customer onboarding. To effectively manage an in-progress request, it is important to understand the various milestones in the request flow. These milestones are:

Application Fee Generated: This is the first (1st) milestone of the service request process, which is automatically generated immediately after the service request is submitted. This informs the CRE that a non-energy invoice has been generated and tied to the request using the customer's phone number. The status remains the same until payment is made on that specific invoice. If you are 100% sure payment has been made properly, Click on the “Check Status” button of the invoice to verify the payment status. The status updates automatically to “Inspection Initiated” if it has been paid for.

Inspection Initiated: This is the second (2nd) milestone of the service request process. A service request with this status means that the generated "Application Fee" tied to the request has been paid for and automatically triggered the generation of the inspection service order available on the DTOs portal.

Contract Generated: The Contract Generated status indicates that an estimator resolved the inspection and passed the field inspection, and the DTO has approved it. Please note that the contract will not be generated if an estimator fails the inspection. The service request being in status contract generated also indicates that the customer would have received his/her contract authorization code required for contract signing. For various reasons, CREs can resend authorization codes once the previous ones fail to deliver.

Connection Fee Generated: Similar to Application Fee Generated, Connection Fee Generated is the fourth (4th) milestone. The Generated connection fee is based on the installation type and meter phase selection made by the estimator during the inspection. The connection fee invoice is also available on the staff portal for customers to pay. This is displayed as a non-energy invoice. If you are 100% sure payment has been made properly, Click on the “Check Status” button of the invoice to verify the payment status. The status updates automatically.
Installation Initiated: The service request reaches the installation initiated Milestone after the customer has paid the connection fee associated with the service request. the state also implies that an installation service order has been generated automatically. The DTO is responsible for signing the installation service order to either a metre installer, a farming out contractor or a meter supplier, depending on the district.

Completed: This is the final milestone in the customer acquisition process. A service request with status completed suggests that a metre has been installed for this customer on the field and has been resolved by either the farming contractor through his mobile up, the metre installer through his mobile app or the farming out contractor through a meter supplier in LRP districts and has been vetted and approved by the DTO. When a service request is at this milestone, the CREs can see all generated identifiers, including the SPN, meter, and account numbers.

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1.2 Manage Service Requests

Application Fee Generated: This is the first (1st) milestone of the service request process, which is automatically generated immediately after the service request is submitted. This informs the CRE that a non-energy invoice has been generated and tied to the request using the customer's phone number. The status remains the same until payment is made on that specific invoice. If you are 100% sure payment has been made properly, Click on the “Check Status” button of the invoice to verify the payment status. The status updates automatically to “Inspection Initiated” if it has been paid for.

Inspection Initiated: This is the second (2nd) milestone of the service request process. A service request with this status means that the generated "Application Fee" tied to the request has been paid for and automatically triggered the generation of the inspection service order available on the DTOs portal.

Contract Generated: The Contract Generated status indicates that an estimator resolved the inspection and passed the field inspection, and the DTO has approved it. Please note that the contract will not be generated if an estimator fails the inspection. The service request being in status contract generated also indicates that the customer would have received his/her contract authorization code required for contract signing. For various reasons, CREs can resend authorization codes once the previous ones fail to deliver.

Connection Fee Generated: Similar to Application Fee Generated, Connection Fee Generated is the fourth (4th) milestone. The Generated connection fee is based on the installation type and meter phase selection made by the estimator during the inspection. The connection fee invoice is also available on the staff portal for customers to pay. This is displayed as a non-energy invoice. If you are 100% sure payment has been made properly, Click on the “Check Status” button of the invoice to verify the payment status. The status updates automatically.
Installation Initiated: The service request reaches the installation initiated Milestone after the customer has paid the connection fee associated with the service request. the state also implies that an installation service order has been generated automatically. The DTO is responsible for signing the installation service order to either a metre installer, a farming out contractor or a meter supplier, depending on the district.

Completed: This is the final milestone in the customer acquisition process. A service request with status completed suggests that a metre has been installed for this customer on the field and has been resolved by either the farming contractor through his mobile up, the metre installer through his mobile app or the farming out contractor through a meter supplier in LRP districts and has been vetted and approved by the DTO. When a service request is at this milestone, the CREs can see all generated identifiers, including the SPN, meter, and account numbers.