Verastar Perch Integration

User Stories:

Outbound:

As a third-party recoveries agent, I want to instruct and provide Perch with the necessary information to arrange and conduct a site visit, so that I can validate that the customer we intend to disconnect is at that site, and so that the customer is encouraged to make a payment or set up a payment plan.

As a third-party recoveries agent, I want to recall/cancel an outstanding case with Perch, so that they do not continue to disconnect or conduct a site visit where the customer has paid, we have decided to not continue, or when an advance bilateral disconnection request has been rejected by the wholesaler.

As a third-party recoveries agent, I want to put an outstanding case with Perch on hold, so that any further activity is paused until a decision is made to resume activity or to recall the case.

As a third-party recoveries agent, I want to instruct and provide Perch with the necessary information to arrange and conduct a temporary disconnection of a water supply, so that no further usage charges can accrue at the site and so that the customer is encouraged to pay.

As a third-party recoveries agent, I want to instruct Perch to reconnect a temporarily disconnected supply, so that the customer can resume their water usage once payment has been made.

As a third-party recoveries agent, I want to instruct Perch to resume a previously held case, so that we continue to disconnect their water supply if a complaint has been rejected or a payment plan has failed.

As a change of tenancy agent, I want to instruct Perch to conduct a site visit when we have been unable to contact the customer at a site where we believe a change of tenancy has occurred, so that we can identify who is liable and, if required, perform the change of tenancy.

Inbound:

As a third-party recoveries manager, I want to see and review Perch's site visit schedule,

- so that I can receive confirmation that a site visit has been booked

- so that I can plan resource

- so that I am aware of when a site visit is due to take place

- so that I can cross-reference that an outcome has been received once past it's scheduled date.

As a third-party recoveries agent, I want to see the outcome of a site visit, so that I can make a decision whether or not to proceed to disconnection, or decide the next best action.

As a third-party recoveries manager, I want to see and review Perch's disconnections schedule,

- so that I can receive confirmation that a disconnection visit has been booked,

- so that I can plan resource,

- so that I am aware of when a disconnection is due to take place,

- so that I can cross-reference that an outcome has been received once past it's scheduled date.

As a third-party recoveries agent, I want to see the outcome of a disconnection visit, so that I can update the industry record or establish the next best action.

As a third-party recoveries agent, I want to have visibility of images captured at a site visit/disconnection visit against the customer record,

- so that I can confirm and see evidence of which organisation is at a site to aid in Change of Tenancy processes,

- so that I can see evidence of a site being vacant to aid in vacant processes,

- so that I can confirm and see evidence of a disconnection being completed,

- so that I can view images of meter reads to submit the reads to industry.

As a third party recoveries agent, I want to see the outcome of a post-disconnection site visit, so that I can check if a water supply has been illegally reconnected and establish the next best action.