Utilities

Started from Visual IVR or by an agent with the customer, the account is prefilled, dates, forwarding address and final bill address captured, then written to CIS and billing.

Parties: Customer, Contact center agent, CIS, Billing. Rules: State commission tariff rules. Callvu moves: prefill, classify, decide, write back. Use case and claims

When a start, stop or move cannot finish, the customer returns to an agent whose screen opens with the IVR details and the reason it stopped.

Parties: Customer, IVR, Contact center agent, CIS. Callvu moves: prefill, classify, write back. Use case and claims

Started online or on a call, the old address is closed and the new one opened in one request, with balance transfer and deposit rules applied before CIS is updated.

Parties: Customer, Contact center agent, Credit team, CIS, Billing. Rules: State commission tariff rules. Callvu moves: prefill, classify, decide, write back.

The customer gives the stop date and where the final bill goes, the date is checked against the minimum notice, and the stop order is written to CIS.

Parties: Customer, CIS. Rules: State commission tariff rules. Callvu moves: prefill, write back.

A new customer starts service online or by phone with identity verified, premise matched, deposit decided and the account created in CIS.

Parties: Customer, Credit team, CIS, Billing. Rules: State commission tariff rules; FTC Red Flags Rule identity theft program. Callvu moves: prefill, classify, decide, write back.

A name change after marriage, divorce or death is requested with supporting documents, verified and written to the account.

Parties: Customer, Account services, CIS. Callvu moves: chase and verify, decide, write back.

A family member or estate reports a death, provides the documents, and the account is closed, transferred or placed with the estate, with the final bill routed correctly.

Parties: Family member or executor, Account services, Collections, CIS. Rules: State commission tariff rules. Callvu moves: chase and verify, classify, decide, write back.

A seasonal or vacation property owner requests suspension and restoration dates, which are checked against tariff rules and scheduled in CIS.

Parties: Customer, CIS, Field operations. Rules: State commission tariff rules. Callvu moves: prefill, decide, write back.

Every phone, web and IVR request verifies identity the same way before any account change, with the result recorded on the request.

Parties: Customer, CIS. Rules: FTC Red Flags Rule identity theft program. Callvu moves: chase and verify, decide.

A customer reports service opened in their name, provides an affidavit and ID, and the case is investigated, decided and the account corrected or closed.

Parties: Customer, Fraud team, Collections, CIS, Credit bureau. Rules: FTC Red Flags Rule identity theft program. Callvu moves: chase and verify, classify, decide, write back.

The account holder names or removes a person who may act on the account, with consent captured and the permission written to CIS.

Parties: Account holder, CIS. Callvu moves: prefill, write back.

A customer names a relative or caregiver to receive copies of shutoff notices, with consent captured and the contact stored for notice runs.

Parties: Customer, Third party, CIS. Rules: State commission disconnection notice rules. Callvu moves: prefill, write back.

Phone, email, mailing address and paperless consent are updated with identity checked and the change written to CIS.

Parties: Customer, CIS. Rules: TCPA consent for automated calls and texts. Callvu moves: prefill, write back.

Consent for outage, billing and appointment texts and calls is captured, timestamped and stored for each contact channel.

Parties: Customer, CIS, Notification platform. Rules: TCPA consent for automated calls and texts. Callvu moves: prefill, write back.

A customer records a preferred language, large print or braille bills, or a hearing or vision need, and every future notice follows it.

Parties: Customer, CIS, Print vendor. Callvu moves: prefill, write back.

The deposit decision is made during the start or transfer request by rule, with credit checks, waivers and the amount written to billing.

Parties: Customer, Credit team, Credit bureau, Billing. Rules: State commission tariff rules; FCRA adverse action notice when a credit report drives the decision. Callvu moves: classify, decide, write back.

A customer submits a good-payment letter from a prior utility, it is checked on arrival and the deposit is waived or reduced.

Parties: Customer, Prior utility, Credit team, Billing. Rules: State commission tariff rules. Callvu moves: chase and verify, decide, write back.

A required deposit is split into installments the customer accepts, and the schedule is written to billing.

Parties: Customer, Billing. Rules: State commission tariff rules. Callvu moves: prefill, decide, write back.

After good payment history or a stop, the deposit is refunded, applied to the final bill or transferred to a new account by rule.

Parties: Customer, Billing. Rules: State commission tariff rules. Callvu moves: classify, decide, write back.

When a credit report drives a deposit, the required notice is produced and delivered with the reasons, and delivery is recorded.

Parties: Customer, Credit team, Credit bureau. Rules: FCRA adverse action notice when a credit report drives the decision. Callvu moves: classify, write back.

The agent sends a secure payment screen during the call, the customer pays without reading card details aloud, and the payment posts to billing.

Parties: Customer, Contact center agent, Payment processor, Billing. Rules: PCI DSS. Callvu moves: prefill, write back.

A customer enrolls in or changes autopay with authorization captured and the mandate written to billing.

Parties: Customer, Billing, Payment processor. Rules: NACHA authorization rules. Callvu moves: prefill, write back.

Eligibility is checked, the levelized amount is shown, the customer accepts and the plan is written to billing.

Parties: Customer, Billing. Rules: State commission tariff rules. Callvu moves: prefill, decide, write back.

A disputed bill is captured with the reason and evidence, routed to review, decided and the adjustment written to billing, with collection held while it is open.

Parties: Customer, Billing analyst, Supervisor, Billing, Collections. Rules: State commission tariff rules; State commission disconnection notice rules. Callvu moves: classify, chase and verify, decide, write back.

A high bill complaint triggers a usage review, a possible meter check and a field visit, with the outcome and any rebill recorded.

Parties: Customer, Billing analyst, Field technician, Billing. Rules: State commission service quality rules. Callvu moves: classify, chase and verify, decide, write back.

The customer submits a meter read with a photo, it is checked against history, and the bill is recalculated.

Parties: Customer, Billing. Callvu moves: chase and verify, decide, write back.

A customer with a credit balance asks for a refund, the payee and method are verified and the refund is issued from billing.

Parties: Customer, Billing, Accounts payable. Callvu moves: chase and verify, decide, write back.

A returned check or failed bank payment triggers a notice, a fee by tariff, a cash-only flag when rules require, and a request for new payment.

Parties: Customer, Billing, Payment processor. Rules: State commission tariff rules. Callvu moves: classify, decide, write back.

A customer asks for more time, eligibility is checked by rule, and the new due date is written to billing and collections.

Parties: Customer, Billing, Collections. Rules: State commission tariff rules. Callvu moves: classify, decide, write back.

An arrangement is offered by rule, accepted by the customer, confirmed in writing and written to billing in one flow.

Parties: Customer, Contact center agent, Collections, Billing. Rules: State commission tariff rules; State commission disconnection notice rules. Callvu moves: prefill, decide, write back.

Each notice goes out with the required wording and timing, to the customer and any named third party, and delivery is recorded.

Parties: Customer, Third party, Collections, Print and notification vendors. Rules: State commission disconnection notice rules. Callvu moves: classify, write back.

Before a shutoff order is released, the account is checked for medical holds, pledges, disputes, arrangements and weather or seasonal moratoriums.

Parties: Collections, Credit and assistance teams, Field operations, CIS. Rules: State commission disconnection notice rules; Winter and extreme weather moratorium rules. Callvu moves: classify, decide, write back.

A shutoff that hits a medical hold is stopped, the customer is offered a payment arrangement, and the hold and outcome are recorded.

Parties: Customer, Collections, Medical certification team, CIS. Rules: State commission disconnection notice rules. Callvu moves: classify, decide, write back.

Once payment or an arrangement clears, the reconnection is requested, fees applied by tariff and the field order issued within the required time.

Parties: Customer, Collections, Field dispatch, Field technician, CIS. Rules: State commission tariff rules; State commission disconnection notice rules. Callvu moves: classify, decide, write back.

Unpaid final bills get the required notices and a last payment offer before the account goes to an outside collection agency.

Parties: Former customer, Collections, Collection agency. Rules: State commission tariff rules; FDCPA for third-party collectors. Callvu moves: classify, chase and verify, decide, write back.

A bankruptcy notice is captured, collection stopped, the account split into pre- and post-petition balances and any adequate assurance deposit decided.

Parties: Customer or attorney, Credit team, Legal, Billing. Rules: U.S. Bankruptcy Code utility provisions. Callvu moves: chase and verify, classify, decide, write back.

When a landlord-paid account faces shutoff, tenants at the address get the required notice and an option to take over service.

Parties: Landlord, Tenants, Collections, CIS. Rules: State commission disconnection notice rules. Callvu moves: classify, chase and verify, write back.

Agencies submit pledges on their own link, the account is protected the moment a pledge arrives, and the payment is matched when it lands.

Parties: Assistance agency, Customer, Credit and collections, Billing. Rules: LIHEAP and state assistance program rules. Callvu moves: chase and verify, classify, write back.

Applications for discount rates are complete before review, with income documents checked on arrival and the rate written to billing.

Parties: Customer, Program team, Billing. Rules: LIHEAP and state assistance program rules. Callvu moves: prefill, chase and verify, decide, write back.

Hardship requests are captured once, documents chased until complete, decided by rule or reviewer, and the result written to the account.

Parties: Customer, Assistance team, Collections, Billing. Rules: LIHEAP and state assistance program rules. Callvu moves: chase and verify, decide, write back.

An eligible customer enrolls in a debt forgiveness plan, agrees to the payment terms, and monthly credits are applied by rule as payments arrive.

Parties: Customer, Assistance team, Billing. Rules: LIHEAP and state assistance program rules. Callvu moves: prefill, chase and verify, decide, write back.

A physician's certification is requested, received and checked, the account protected for the certified period, and renewal chased before it ends.

Parties: Customer, Physician, Medical certification team, CIS. Rules: State commission disconnection notice rules. Callvu moves: chase and verify, decide, write back.

A customer who depends on powered medical equipment registers, the need is verified, and the account is flagged for outage and shutoff priority.

Parties: Customer, Physician, Customer care, Outage and collections teams. Rules: State commission disconnection notice rules. Callvu moves: chase and verify, decide, write back.

A customer claims a protected status with proof, it is verified and the protection applied to shutoff and notice rules.

Parties: Customer, CIS. Rules: State commission disconnection notice rules. Callvu moves: chase and verify, decide, write back.

Discount and protection program customers are reminded before expiry, submit updated proof, and the status is renewed or removed on the record.

Parties: Customer, Program team, Billing. Rules: LIHEAP and state assistance program rules. Callvu moves: chase and verify, decide, write back.

A customer reports an outage from any channel, it is matched to the premise and any known event, and the ticket goes to the outage system with updates by text.

Parties: Customer, Outage management system. Rules: TCPA consent for automated calls and texts. Callvu moves: prefill, classify, write back.

Credits for long outages are decided by the commission or tariff rule and written to billing, with the decision on the record.

Parties: Customer, Billing. Rules: State commission service quality rules. Callvu moves: classify, decide, write back.

After a qualifying outage, a customer submits receipts or a list, eligibility is checked by rule and the reimbursement is paid or credited.

Parties: Customer, Claims team, Billing. Rules: State commission service quality rules. Callvu moves: chase and verify, decide, write back.

A customer claims damage from a surge or utility work, photos and estimates are collected, the claim investigated and decided, and payment issued.

Parties: Customer, Claims adjuster, Field operations, Accounts payable. Callvu moves: chase and verify, classify, decide, write back.

Damage to utility facilities by contractors or drivers is captured once with photos, location and estimates, and the recovery is billed and chased.

Parties: Field crew, Third party, Insurer, Claims team, Billing. Rules: State one-call (811) damage prevention laws. Callvu moves: prefill, chase and verify, classify, write back.

A resident reports a streetlight out or a damaged pole with location and photo, and a work order is created.

Parties: Resident, Work management system. Callvu moves: prefill, classify, write back.

A reported gas odor is classified as an emergency, routed to immediate dispatch, and the report and response time recorded.

Parties: Caller, Gas emergency dispatch. Rules: Federal pipeline safety rules. Callvu moves: classify, write back.

A field need is captured with the customer's details and access notes, classified, scheduled with the customer, dispatched with the right parts, and closed with the result written to the work and billing systems.

Parties: Customer, Contact center agent, Scheduling, Field technician, Work management system, Billing. Rules: State commission service quality rules. Callvu moves: prefill, classify, chase and verify, decide, write back.

Appointments are confirmed with the customer, with reminders that stop when done and rescheduling on the same link.

Parties: Customer, Scheduling. Rules: TCPA consent for automated calls and texts. Callvu moves: prefill, chase and verify, write back.

Required notices before field work, such as access requests and planned outages, are delivered and recorded.

Parties: Customer, Field operations. Callvu moves: classify, write back.

When the technician cannot get in, the customer is notified, a new slot is offered, and repeated no-access cases follow the escalation rule.

Parties: Customer, Field technician, Scheduling, Collections. Rules: State commission tariff rules. Callvu moves: classify, chase and verify, decide, write back.

The technician records the work, photos and customer sign-off on site, and the result is written to work management and billing.

Parties: Field technician, Customer, Work management system, Billing. Callvu moves: prefill, chase and verify, write back.

An outside contractor submits completion documents, photos and invoices against the work order, which are checked before payment.

Parties: Contractor, Field supervisor, Accounts payable, Work management system. Callvu moves: chase and verify, decide, write back.

Property owners near lines receive notice, grant or refuse access, and the response is recorded before crews are scheduled.

Parties: Property owner, Vegetation team, Contractor crew. Callvu moves: chase and verify, classify, write back.

A customer is asked to provide access to an indoor or locked meter, with scheduling and follow-up until access is given.

Parties: Customer, Meter services. Rules: State commission tariff rules. Callvu moves: chase and verify, write back.

The customer is notified, the installation appointment set, the work completed and the new meter written to CIS and billing.

Parties: Customer, Meter services, Field technician, CIS, Billing. Rules: State commission tariff rules. Callvu moves: prefill, chase and verify, write back.

A customer opts out of a smart meter, the tariff fees are shown and accepted, and manual reads are scheduled.

Parties: Customer, Meter services, Billing. Rules: State commission tariff rules. Callvu moves: prefill, decide, write back.

A customer requests a meter test, it is scheduled and performed, and any rebill from the result is applied by rule.

Parties: Customer, Meter shop, Field technician, Billing. Rules: State commission tariff rules. Callvu moves: classify, chase and verify, decide, write back.

A suspected tampering case gathers field evidence, back-bills by rule and issues the required notices.

Parties: Field investigator, Revenue protection, Billing, Customer. Rules: State commission tariff rules. Callvu moves: chase and verify, classify, decide, write back.

A customer submits a read with a photo when the meter cannot be reached, it is checked and used for billing.

Parties: Customer, Billing. Callvu moves: chase and verify, write back.

A builder or homeowner applies for new service with site plans and load details, the design is completed, costs agreed and the job scheduled.

Parties: Applicant, Builder or electrician, Engineering, Field operations, CIS. Rules: State commission tariff rules. Callvu moves: prefill, chase and verify, decide, write back.

A request to increase service size is captured with the load letter, reviewed by engineering, and the upgrade scheduled and billed.

Parties: Customer, Electrician, Engineering, Field operations. Rules: State commission tariff rules. Callvu moves: chase and verify, decide, write back.

A contractor requests temporary power for a site, inspection approval is checked and service is set and later removed.

Parties: Contractor, Municipal inspector, Field operations, CIS. Rules: State commission tariff rules. Callvu moves: chase and verify, decide, write back.

The cost of extending lines is calculated by tariff, the agreement signed and the contribution collected before work starts.

Parties: Developer, Engineering, Legal, Billing. Rules: State commission tariff rules. Callvu moves: prefill, chase and verify, decide, write back.

An easement needed for new facilities is drafted, sent for signature, recorded and the status written to the project.

Parties: Property owner, Land rights team, Legal, County recorder. Callvu moves: chase and verify, decide, write back.

A request to move poles, lines or meters is reviewed, priced, agreed and scheduled.

Parties: Customer or municipality, Engineering, Field operations, Billing. Rules: State commission tariff rules. Callvu moves: classify, chase and verify, decide, write back.

Service is energized only after the municipal inspection release is received and matched to the job.

Parties: Electrician, Municipal inspector, Field operations. Callvu moves: chase and verify, decide, write back.

An installer submits the application, diagrams and approvals, missing items are chased, engineering review decides, and permission to operate is written to billing for net metering.

Parties: Customer, Installer, Interconnection team, Engineering, Billing. Rules: State commission interconnection rules. Callvu moves: prefill, chase and verify, classify, decide, write back.

After interconnection approval, the customer is enrolled on the net metering rate and the meter and billing are updated.

Parties: Customer, Billing, Meter services. Rules: State commission tariff rules. Callvu moves: chase and verify, write back.

A customer subscribes to a community solar project, the allocation is recorded and credits applied on the bill.

Parties: Customer, Subscriber organization, Billing. Rules: State community solar program rules. Callvu moves: prefill, chase and verify, write back.

An EV owner applies for the EV rate or a charger rebate with proof of purchase and installation, which is checked and the rate or rebate applied.

Parties: Customer, Electrician, Program team, Billing. Rules: State commission tariff rules. Callvu moves: chase and verify, decide, write back.

A customer or contractor submits invoices and product details for a rebate, eligibility is checked, and payment is issued or credited.

Parties: Customer, Contractor, Program team, Accounts payable. Callvu moves: chase and verify, decide, write back.

A customer enrolls in a demand response or smart thermostat program with consent and device details, and events are tied to the account.

Parties: Customer, Program team, Device vendor. Rules: TCPA consent for automated calls and texts. Callvu moves: prefill, write back.

A customer moves to time-of-use or another rate, eligibility is checked against the meter, the effects are shown and the change written to billing.

Parties: Customer, Billing. Rules: State commission tariff rules. Callvu moves: prefill, decide, write back.

A customer opts into a renewable energy option, accepts its terms and the charge is added to billing.

Parties: Customer, Billing. Rules: State commission tariff rules. Callvu moves: prefill, write back.

A business opens service with entity documents, guarantor or deposit decided, and the account created with the right rate class.

Parties: Business owner, Credit team, Commercial services, CIS. Rules: State commission tariff rules; FTC Red Flags Rule identity theft program. Callvu moves: prefill, chase and verify, decide, write back.

A landlord signs an agreement so service moves to their name between tenants, and the units are flagged in CIS.

Parties: Landlord, CIS. Rules: State commission tariff rules. Callvu moves: prefill, write back.

A business with many sites enrolls in summary billing with each account verified and linked.

Parties: Business customer, Commercial services, Billing. Callvu moves: prefill, chase and verify, write back.

A business or nonprofit submits a tax exemption certificate, it is checked and applied to billing, with renewals chased.

Parties: Business customer, Tax team, Billing. Rules: State sales tax exemption rules. Callvu moves: chase and verify, decide, write back.

A business asks for a rate review, usage and premise facts are checked, and the right rate class is applied.

Parties: Business customer, Rate analyst, Billing. Rules: State commission tariff rules. Callvu moves: chase and verify, classify, decide, write back.

Where customer choice applies, a switch to or from a retail supplier is captured with consent and sent to the supplier and billing.

Parties: Customer, Retail supplier, Billing. Rules: State customer choice and anti-slamming rules. Callvu moves: prefill, chase and verify, write back.

A property manager reports tenant move-ins and move-outs for many units, and each one is processed with the right billing party.

Parties: Property manager, Tenant, CIS. Rules: State commission tariff rules. Callvu moves: prefill, classify, write back.