5.5a ERMUSR 02-13-2024 - Laserfiche WebLink

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2.9 Call center: services to schedule water Endpoint installation. For revisits for electric meter installations, appointments would be made by either the Installer or through the Call Center. 2.10 Customer -Facing Appointment Web site: to allow End -User Customers to schedule their appointments and to make changes to scheduled appointments. 2.11 Installation Workshops: Work session between Utility and Contractor to talk through and agree on the planned installation processes, including new installer Onboarding training required. 2.12 Installation Project Management: Contractor is responsible for all hiring, all installation reporting, installation quantity control of workmanship, scheduling, inventory management, coordination with utility staff, and supervision of all staff, including call center and staff not directly assigned to Utility. Facilitate meetings with utility and Installation leads including weekly project management meetings and monthly management team meetings. 2.13 Certified and Unreachable Meters: Document all successful EnclPoint change -outs and locations. All document meters/accounts that are determined to be not possible to install where problems exist beyond the Contractor's control. 2.14 Reporting: For both planned EnclPoint installation, successfully completed installations and installations where the End -User Customer failed to be available for the scheduled deployment. Some examples of the reporting include: 1) scheduled and planned EnclPoint installation, 2) Summary of installation successfully completed (Certified), 3) Inventory report, 4) Escalations with accounts returned to utility for support i.e. meter bypass, bad wiring, bad dog etc. 5) other Escalations due to problems, 6) installations completed daily and running tally for the week, 7) installations completed by installer and number of escalations by installer. 2.15 Installation Work Hours: Electric Meter Installation Times: Normal hours for the Contractor to work in the field doing meter installations at End -User Customer premises should never be before or after daylight hours, typically before 8 AM or after 5 PM Monday to Friday for most instances, unless requested by the End -User Customer. The hours can be extended past 5 PM in the summer months when the daylight is longer but not before 8 AM, unless requested by the End -User Customer. The specific installation time is to be coordinated monthly between Contractor and Utility. Water Meter Working Hours for Customer Appointments: 7:00 am until 7:00 PM Monday -Friday and 8:00 to 5 PM on Saturdays. Special circumstances outside of these hours must have prior authorization from Utility. 2.16 Black -Out Window: Utility will define when Contractor must not complete meter exchanges. During Installation Work sessions, Contractor and Utility shall agree on a route release schedule that ensures routes and billing cycles will be released to the Contractor in a manner such that installations can continue on certain routes / billing cycles while others are in black -out. The black -out dates are listed in Black -Out Schedule (Attachment III) 140