Capture Customer Unavailability for Event Participation Over a Period

A new configuration parameter on the program object will enable users to specify if enrolled customers are allowed to notify of their unavailability to participate in events. Typically, the customers enrolled on a program will call or email a utility's contact center to inform that they will be unavailable for participating in any events for a specific date/time range. 

A new Schedule Unavailability button is now available on the Customer Enrollment Insight zone in the Customer Program Summary portal. This button is only visible for programs that allow participants to opt out of events. Clicking this button takes the user to the Device Location portal for the specific metered service point associated with that program. From there, a new zone allows customer representatives to add, edit, or cancel unavailability details for any active device. When creating a new entry, the representative must specify a start and end date and time for the unavailability period, along with a reason for the request.

This feature includes a new master configuration setting for the outbound message type to enable sending the notification about a device's unavailability to external systems, such as Edge DERMS.  This message will instruct them to exempt the device from being reserved for any upcoming events during the specified period of unavailability.

You can now address and record a customer's specific needs regarding device availability. By enabling customer representatives to accurately log when a device is unavailable, you can respect customer preferences and build trust. This will improve customer experience and foster greater loyalty. Additionally, it provides significant operational advantage to external systems by making them aware of devices that are temporarily unavailable. Instead of sending commands to devices that won't respond, the system can make smarter, more accurate selections for upcoming energy events. This leads to a higher rate of successful participation, ensuring that your energy usage optimization efforts are more reliable and effective.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To configure feature, refer to About Programs in the Oracle Utilities Digital Asset Cloud Service/Digital Asset Management Business User Guide for more information.