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Oracle Utilities
Customer Care & Billing (CC&B) Version
2.2
High-Level Overview

New / Enhanced Functionality

Customer Service Related Items
Multi-Channel Support
Channel Management
Ability to specify Preferred Contact Method on Customer Contact
Main page

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Multi-Channel Support (continued)
Support for Email Integration
Ability to send emails from within business logic through configuration
New business service that allows sending email from scripts in real-time
New business object that allows sending emails near real-time

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Single Common Cashiering Platform (continued)
CIS Payment Processing
Non CIS Payment Processing

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Single Common Cashiering Platform (continued)
CIS Payment Processing
Tenders not requiring authorization

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Single Common Cashiering Platform (continued)
CIS Payment Processing (continued)
Credit Card Authorization (near real-time)

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Single Common Cashiering Platform (continued)
Non-CIS Payment Processing

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Enhanced Billing Capability
Overriding Late Payment Charge Processing
Specified manually at Bill Level

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Enhanced Billing Capability (continued)
Generate Correction Notes (continued)

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Site / Service Activity Management
Field Information on Service Point
Ability to record specific information at Service Point level
Overrides Field Information inherited from Premise
Included in Field Order Extract to download to field crews

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Site / Service Activity Management (continued)
Multiple Routes on Service Points
Typically used for Waste Collections

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Site / Service Activity Management (continued)
Field Activity Rescheduling
Ability to specify Reschedule Reason

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Site / Service Activity Management (continued)
Field Order Rescheduling / Cancellation
Ability to specify Reschedule Reason
Ability to specify Cancel Reason

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Customer Service Related Items
Site / Service Activity Management (continued)
Field Activity Creation Rules
Start / Stop Process - Option of selecting immediate or delayed field
activity creation
SA Type SA/SP Field Work Creation

Additional Enhancement
Service Agreement Reactivation
Enables a Service Agreement to be transitioned back to an Active
Status.

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Conservation Management Support
Conservation Programs
Example of a typical process

Customer submits rebate application for energy efficiency device

Utility verifies device eligible for rebate
Utility may verify device is installed and in use
Utility approves the rebate application
Adjustment created to provide a rebate to the customer

Conservation Program Functionality

Automates much of the above processing
Provides statistical analysis of the programs
Provides approval and auditing capability
Can be used for other initiatives where rebates are provided to
customers

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Conservation Management Support
Conservation Programs (continued)
Specify high-level information about program

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Conservation Management Support
Conservation Programs (continued)
Rebate Definition
Rules associated with devices eligible for rebates
Ability to upload information from a spreadsheet

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Conservation Management Support
Conservation Programs (continued)
Display Real-Time Statistics (Embed Charts in UI Map)

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Conservation Management Support
Conservation Programs (continued)
Processing Rebate Claims
Business Event Log to provide auditing capability

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Productivity Related Items
Sample and Submit
Ability to execute a business process on a selected number of
records that satisfy the appropriate criteria

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Additional Functions and Features
Governance and Compliance
Adjustment Approval
Ability to impose an approval process based on Adjustment Amount

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

New / Enhanced Functionality

Additional Functions and Features
Data Masking
Ability to mask sensitive and confidential data
Configurable, security-based approach for data such as:
Personal Identification Numbers
Credit Card Numbers
Bank Account Numbers

2008 Oracle Corporation Proprietary and Confidential

2008OracleCorporationProprietaryandConfidential

2008OracleCorporationProprietaryandConfidential