Water Programme for OTP Ideas Portal
User Story:
As a landlord, or a new or existing customer, I want an intelligent and dynamic solution where I can provide the required information for me to complete a COT and provide evidence, so that I can inform Verastar of the changes in my tenancy.
As is Process:
Acceptance Criteria:
I expect that the customer journey and the information requested is specific to whether I am a third party, a new occupier, or an exiting customer.
I expect that the solution presents details based on the products I am supplied.
I expect that the evidence I am requested to provide is specific to my products and the level of risk associated with the site.
If I am a new or incoming customer, I expect to be presented with the option to provide direct debit details.
If I am an exiting customer with telecoms products on my account, I expect to be provided with a telecoms cease script which I can confirm I have read and understood, so that if a new occupier does not take over the service then the service can be ceased without an agent needing to call me.
If I am a new customer and there are live services on the existing account, then I expect to be made aware of what the existing services are at the site, so that I have the opportunity to transfer these over into a new contract applicable, should I wish.
If I am an exiting customer with live services on my account, I expect to be presented with the termination fee I would be expected to pay should I complete the COT, so that I am informed at the earliest opportunity.
When I am asked to provide telephone/mobile numbers, I expect that the number I provide must be in the correct format of a phone number.
When I am asked to provide mobile numbers, I expect that I must validate that I have access to the number provided.
I expect to be able to confirm whether or not the site is vacant or occupied.
When I am confirming if the site is vacant or not, I expect to see what the criteria is to determine if a site is vacant or occupied, so that I am informed to make the correct decision.
If I am a new or incoming customer and I am a sole trader or a partnership, I expect that I can provide my date-of-birth and home address, so that I don't have to provide this later down my journey.
Value:
Approximately 50% of our total DocuSign forms accessed by a customer are voided. Improving the customer journey we would hope to reduce this number and drive more customers to provide the COT team the necessary information.
Capturing DD Details: Positive impact to prevent debt. 30% of what comes through COT is coming out with a DD.
Cease Scripts: 50 ceases per week x 20mins per call = 16.6 hours per week spent. By systemising this it would remove the need to call the customer, and to record and upload the evidence of the script being read to the system.
Capturing DOB and home address: Improve ability to chase debt by capturing the necessary information early in the process.
Occupancy Status: We are at risk of breaching regulations due to inaccurate occupancy status and this can impact various processes such as debt journeys. For example to disconnect water supplies there are specific requirements determined by the occupancy status. see WPOTP-I-26
