Oracle Utilities Service Order Management Overview

Oracle Utilities Service Order Management (SOM) delivers a new approach to handling the most common customer service order use cases for smart metering technology and traditional metering. Rather than generating specific field activity tasks, Oracle Utilities CCB triggers field activity requests that are based on the classic customer scenarios: start service, stop service, disconnect for non-payment, reconnect service, etc.. Oracle Utilities SOM receives these requests and determines whether the installed device technology can support electronic commands (sending messages via Oracle Utilities SGG), or not (meaning that a field visit is required to complete necessary tasks). Some situations may also require both automated and manual activities to occur, and in a specific sequence; such as, first replacing an old meter with a smart meter through a field visit, then sending a series of Oracle Utilities SGG messages to the new meter.

Oracle Utilities SOM continually monitors and initiates activities to get the service point, device, and completion fully processed; this includes obtaining supporting data, such as measurements needed for billing, in a manner that is appropriate for the associated meter’s technology. As more smart devices are installed in the field, Oracle Utilities SOM provides increased savings by reducing field visits, and using more electronic messaging that take care of logic and error handling.

In addition to being initiated by the customer system, service order requests can also be initiated by other systems; for example,

  • Oracle Utilities Meter Data Management might detect service issue through its monitoring processes

  • Oracle DataRaker’s advanced analytics might detect patterns with the meter, device, or customer behavior.

  • Oracle Utilities Operational Device Management (ODM) might trigger operational processes; such as, periodic device testing or configuration parameter updates.

It is critical for customer service business processes to see all types of requests that are initiated by other systems and their current execution status. SOM assumes that a mobile workforce system is in use. These systems provide several important functions: they remove the need for printed service orders, handle the assignment and scheduling of work to crews, and provide appointment booking services.