Online Only Product

Business Requirements Specification

Business Unit Created by Sponsor
Customer Excellence Daffy Duck Betty
Document Type Document Status Version No. Date Issued
Business Requirements Initial Draft 0.10 13/09/2018
Specification

Document location

TBA

Contents

1 Document Control ................................................................................. 2

1.1 Amendment Record ......................................................................... 2

Purpose of the Business Requirements Document

Business Requirements are higher-level statements of the goals, objectives, or needs of the
enterprise. They describe the reasons why a project has been initiated, the objectives that
the project will achieve, and the metrics that will be used to measure its success.
The purpose of this document is to identify the business requirements for Online Only
Product. These requirements may be used by the project team:
• As the reference point for business needs and requirements throughout the life
cycle of the project / initiative;
• To develop the Functional Requirements Specification
• To develop the Solution Architecture Design
• To develop user acceptance testing strategy, plans and cases
• To develop Change Management material
NB: This document is not intended to detail the functional requirements of the solution.
This level of detail should only be documented in the Functional Requirements Specification
following the approval of this document.

1.2 Stakeholders .................................................................................. 2

1.2.1 Approvers ................................................................................. 2
1.2.2 Reviewers................................................................................. 2

Page 1 of 14
 1.2.3 Consulted ................................................................................. 3
2 Glossary .............................................................................................. 3
3 Project Description ................................................................................ 5
3.1 Background .................................................................................... 5
3.2 Business Drivers ............................................................................. 6
3.3 Business Requirement Scope ............................................................ 6
3.3.1 In scope ................................................................................... 6
3.3.2 Out of Scope ............................................................................. 6
3.4 Business Constraints ....................................................................... 7
3.5 Business Assumptions ..................................................................... 7
3.6 Business Dependencies .................................................................... 7
4 Business Context .................................................................................. 8
4.1 Business Context Diagram ............................................................... 8
4.1.1 As Is Process ............................................................................ 8
4.1.2 To Be Process ........................................................................... 8
5 Business Rules .................................................................................... 12
6 Business Requirements ........................................................................ 14

1 DOCUMENT CONTROL
1.1 Amendment Record

Version Date Author Description/Section

0.1 10/09/2018 Daffy Duck Initial Draft

1.2 Stakeholders

1.2.1 Approvers

Name Title/Business Area Version Reference/ Sign Off

approved Signature Date
Helen Product Owner 0.4 18/09/2018

Swinburne Project Manager 0.6 23/09/2018

1.2.2 Reviewers

Name Title/Business Area Version Reference/ Reviewed

Reviewed Signature Date

George Product Manager

Cindy Digital Product Leader

Page 2 of 14
Name Title/Business Area Version Reference/ Reviewed
Reviewed Signature Date

Kate Solution Architect

Emily Head of Customer

Harold Compliance Leader

1.2.3 Consulted

Name Title/ Business Area

Colin Analyst

James Operations

Damien Call Centre Manager

Pamela Product Specialist

Hecto Marketing

Billing Leader Billing

2 GLOSSARY

Term Description
C1 Funky Energy’s core billing system including the retail data
warehouse downstream system. (RDW)
COR Change Of Retailer - refers to a customer choosing to change
the retailer (FRMP) responsible for the bill.
Crowd Support FE customers (potentially qualified EA experts) who are
available for real time live chats with FE customers or
prospective FE customers. Crowd Support includes live posts
and is based on users’ experiences and knowledge. Users can
also access previously uploaded posts.
CSSP Customer Self Service Portal (Online)
This is a Sales channel that helps existing customers to check
their account details, amount due, make payments, request
for payment extension while staying back home just by a click
of a button.
Dual Fuel Dual Fuel is a billing option for Victorian / South Australian
customers who have both gas and electricity. This is no
longer being offered, but there are still a number of
customers who already have the Dual Fuel billing option.

Page 3 of 14
Term Description
FE Funky Energy
FEQuote FEquote is a direct quoting tool via a GUI. It is also a batch
loading tool for third parties and online, and is also used for
loading of quotes into TPU.
eBilling Electronic billing, e.g. sending bills via email/ SMS with the
suppression paper bills
Exit Fee An exit fee (early termination charge) is FE’s estimation of its
loss of profits and additional costs suffered or incurred as a
direct result of the termination of a contract prior to the
expiry date.
Incremental Sales Specific to this Online Only Product initiative, incremental
sales are sales that FE would not have got without an online
portal.
Knowledge Base List of FAQs with answers provided by FE
MIRN Metering Installation Registration Number (Gas); equivalent
to NMI in electricity industry
MyAccount My Account is Funky Energy’s online self-service portal for
existing FE customers. It allows customers to interact with FE
at any time of the day, from anywhere, and gives them the
ability to complete everyday tasks easily and quickly.

Customers can complete a range of functions via My Account

that include:
· View and pay bills online
· Update contact details
· Manage bill delivery preferences for accounts
· Store credit card details for future use
· Request a payment extension
· Add and update direct debits
NMI National Meter Identifier – unique number given to each
electricity meter; equivalent to MIRN in gas industry
Online Bills MyAccount which allows customer to:
• View PDF bill and bill history online
• Pay bill online
• Opt-in/ out of bill notification service
Regular Pay This is a type of payment plan used to help manage
customer’s budget. Regular Pay is available to residential
customers, including those with no usage history. The account
must have a balance of $200 or less. C1 sets up a 12 month
Regular Pay plan by default for eligible customers. Regular
Pay instalment amounts can be fortnightly, weekly or
monthly.
SME Small to Medium Enterprise (small to medium business
customer). The customer will be accessing a business meter.

Page 4 of 14
3 PROJECT DESCRIPTION
3.1 Background

As one of Australia’s leading energy retailers, Funky Energy provides electricity, gas and
solar services to over 1.8 million customers.
The Energy category is highly commoditized and characterised by high levels of apathy
and low engagement. Furthermore, low levels of differentiation exist between retailers
resulting in consumers seeking out price and discounts as the driving factor in making an
energy retailer selection.
However, driver analysis previously conducted suggested that price is only marginally
more important than quality factors in the decision making process. This suggests that
consumers could be convinced to switch to an alternative energy provider on factors other
than price and to that end, Funky Energy have developed a number of new product options
that provide increased flexibility in managing usage and costs. It is hypothesised that
these new product options will favourably impact the following business outcomes:-
1. Increased capability to acquire new customers
2. Increased levels of retention
3. Increased customer value as a result of a stronger relationship and as new
product offerings/services become available.

Consumers have indicated an increasing level of desire to trade-off personalised contact

(e.g. call centre) in favour of self-help options that are available to them at a time that
suits their lifestyles (e.g. online solutions). The new product concept is known as Low
Cost to Serve. At a high level, this concept has been developed to address the consumer
desire for online options which require less servicing by FE.
Analogous categories have had success in developing products that have been targeted at
this consumer type (i.e. those consumers that have indicated an interest in being able to
trade service levels in order to achieve greater financial benefits). This is currently evident
in the banking category (HIOSA savings accounts) and telecommunications (where
consumers can access greater deals for purely dealing online).
To this end, Funky Energy have developed a number of product options. The value
proposition for these products is as follows:-
The ease and convenience of managing your everyday energy needs online,
whenever and wherever you want. Funky Australia enables you to choose from
our range of Plans & products through our online portal so you can spend more
time doing the things you love.
There are varying degrees of cost in bringing this product to market, highly dependent on
the mix of options. Therefore in order to finalise the respective business plans, research
is currently underway to quantify the appeal of the concept, identify the appropriate mix
of attributes to maximise the potential and to determine uptake in order to maximise
profitability of the product concept.

Page 5 of 14
3.2 Business Drivers

ID Description
BD01. Reduce cost to serve customers by:
• Reducing call volumes
• Reducing manual processing of concessions & DD forms -
correspondence team
• Reducing postage costs (eBilling, welcome pack and Letters) – Product &
Billing team

BD02. Increase customer retention

BD03. Increase consumer value

BD04. Increase acquisition capability

3.3 Business Requirement Scope

3.3.1 In scope

ID In Scope Item Description

BIS01. All electricity and gas customers in VIC, NSW, SA, ACT..
BIS02. Mass market residential.
BIS03. All letters will need to be electronic-capable – this includes all enrolment
confirmations as well as collections-related communications (e.g. payment
reminder notice, except for SMS).
BIS04. Reporting Business requirements
BIS05. Terms and conditions
BIS06. Customer communication & Process
BIS07. New letter files to be extracted from C1 and sent to Fuji Xerox for printing
and sending to customers
BIS08. Training and communication

3.3.2 Out of Scope

ID Out of Scope Item Description

BOS01. Third Party Sales channel

BOS02. Mass Market SME customers
BOS03. Solar, Bulk Hot Water, Home services.
BOS04. New online only product availability via IVR
BOS05. Hardship and life support customers

Page 6 of 14
3.4 Business Constraints

ID Constraint Description
BC01. There is a risk of the scope changing due to pending findings coming out
of the Market Analysis research which is expected to be finalised by early
February 2016. This BRS has captured all possible features that are expected
to be part of new online only products.
BC02. 50% of Digital quotes flow through to C1 without a NMI/MIRN. This requires
manual intervention and could lead to contacting the customer over the
phone, which impacts the savings intended out of this online only product.
There is a Digital initiative to improve Digital quote flow through of sales.
BC03. The manual credit vetting process requires manual intervention and could
lead to contacting the customer over the phone, which impacts the savings
intended out of this online only product.
BC04. Green Energy
There is a current issue with users signing up online and Green Energy
applying correctly to their account once sent to C1.

3.5 Business Assumptions

ID Assumption Description
BAM01. Customers on the online-only product will be subject to collections activities
as per normal.
BAM02. Current process and business rules around Regular Pay will continue to
remain the same.
BAM03. FE must have customer’s past billing data to be able to put them on a
Regular Payment Plan.

3.6 Business Dependencies

ID Dependency Description
BDP01. #100 Email Delivery of Letters
This enables electronic communications for customers, which is a mandatory
requirement for signing up to the online only product.
BDP02. #17 and #28
Additional features will continue to be added to the online self-service portal
MyAccount. For instance, Requesting for refunds, getting Next Scheduled
Read Date or Transfer balances between accounts.

Page 7 of 14
4 BUSINESS CONTEXT
4.1 Business Context Diagram

Email

Webchat

IVR
IVR FEEA
EA Contact
Contact Centre
Centre

New
C1
New/Existing
New/Existing
Customer
Customer
Digital
Existing

MyAccount

Knowledge
Knowledge base
base
Crowd
Crowd Support*
Support*

Bills/Letters

Note: While the Digital channel is for all customers, MyAccount is only for existing
customers only.

4.1.1 As Is Process

Funky Energy currently offers customers the flexibility to engage with us and perform
transactions in a variety of mediums at no extra cost. As part of being with Funky
Energy, the customer is automatically entitled to engage with us via phone, fax, paper
mail, email, web chat, and online.

4.1.2 To Be Process

Page 8 of 14
Funky Energy seeks to offer an online option to customers, where they are rewarded for
being able to self-serve / transact online wherever possible, preferring to use less costly
payment channels (such as bank account and EFTPOS), and opting to receive their bills
& letters in less costly methods (such as email).

Sign Up and Retention – All Methods

Sign Up / Retention

1.1 Customer wants

to sign up to the
Start
new Online Product 1.7 All mandatory
digitally information is
obtained from the
customer

1.3 Customer calls 1.2 Information

1.8 Terms &
Customer
EA to enquire about Is the customer about the Online
Accept/ Conditions, Rates
product
Products more suited to the Online Product is shown/
Reject?
Accept
are shown to
suited to their Product? No explained to the
enquiry customer
needs customer

Reject
Accept/
Reject Reject
1.4 An EA Quote?
Retention
consultant calls a
customercall
who is Accept
leaving EA
Yes
1.9 Quote
1.6 Discuss/ Completed
show other and sent to
Products/ the Customer
Services

End

1.5 Ask customer to

sign up digitally

Step Description Responsibility

No.

1.1. The customer visits the Funky Energy website to sign up to N/A
the new online only Product/Plan. -or-
FE Sales Team
These are either new/existing customers who sign up to a
brand new account, or existing customers wishing to
switch plans. The customer has the option of using two
different online channels – the Digital Quote tool and/or by
speaking to a consultant via webchat.
1.2. A brief summary of what the new online only Product/Plan FE Sales team
is about is shown to / discussed with the customer.
1.3. Customer calls the call centre to enquire about the new FE Sales Team
online only Product/Plan.

These are either new/existing customers who sign up to a

brand new account, or existing customers wishing to
switch plans.
1.4. When the transfer loss notification is received from the FE Customer
Market, FE will try to “save” the customer by attempting to Save Team
contact them and offer them a better deal, or a
Product/Plan that is more suited to their needs.

Page 9 of 14
 Step Description Responsibility
No.

1.5. If the customer is best suited to the online only product, FE Sales Team
then the FE consultant will ask the customer to sign up via -or-
the online sales quote tool and/or My Account.
FE Customer
Save Team
1.6. If the customer does not find the online only Product/Plan FE Sales Team
attractive, then they may be interested in other Products -
or Services that FE offers.
1.7. The customer’s details are obtained, along with all other FE Sales Team
mandatory information – such as email address and bank
details, if electronic communications and direct debit are
made mandatory conditions for sign up.
1.8. A final review of the Quote’s terms & conditions, rates, FE Customer
features, etc. is done.
1.9. Once the Quote is accepted, an electronic copy of the FE Customer
Welcome Pack is sent to the customer within 2 business
days.

The Welcome Pack will contain the terms & conditions

pertaining to the online only Product.

Customer Service – Call Centre

Customer Service – Call Centre

Customer Is customer
2.1 Customer calls
Start calls FE Emergency? No on Low Cost No
the EA Call Centre
call centre Product?

Yes
IVR

Yes
2.2 Mention
MyAccount,
potential charge
may apply if
customer proceeds
with the call
Service
Customer Service

2.3 Call the

Team
Team

2.4 Resolve
FECustomer

customer in Call Centre 2.5 Raise a charge

customer Yes End
response to a charge applies? for the customer
query/request
callback request

No
EA

Step Description Responsibility

No.

2.1. The customer can dial the 133 FE service number to speak N/A
to an FE consultant.
2.2. If the customer does not have an emergency and is on the N/A
online only Product, then the IVR will mention about
MyAccount to the customer and warn them that a charge
may apply for contacting the Call Centre.

Page 10 of 14
 Step Description Responsibility
No.

2.3. The customer can also submit a callback request for an FE FE Customer
consultant to call them as soon as possible. Service Team
2.4. The FE consultant assists the customer with their FE Customer
request/complaint. The process of completing/resolving a Service Team
customer’s request/complaint may take a couple of days,
as there may be dependencies which are outside of FE’s
control.
2.5. A charge must be raised against the customer’s account. FE Customer
Exclusions apply. Service Team

Customer Service – Online

Customer Service – Online

3.4 Perform
3.3 Customer logs Customer wants to standard
Start Action?
in to MyAccount perform a standard transaction transaction
online

Customer wants to
ask a particular question

Prefer to
Answers exist in engage with
No Yes
Knowledgebase? someone via
Online

webchat?

Yes

3.5 Show list of

possible answers to
the customer’s No
question

3.7 Other
3.6 Question is customers
3.1 Customer sends Yes Query resolved? No posted on reply back /
an enquiry/request
Knowledgebase add more
information
Team
FE Customer
Customer
Service

3.2 Resolve 3.8 Moderate & 3.9 Resolve

Team

customer answer topics in customer End

Service

query/request Knowledgebase query/request

EA

Step Description Responsibility

No.

3.1. The customer can send an email or fill out an online form if N/A
they have any queries or requests pertaining to their
account. Online forms are converted into emails and sent
to the same FE mailbox as regular emails. The customer is
not charged for webforms/emails.
3.2. The FE Customer Service Team (Correspondence Team) FE Customer
monitors, tracks, and resolves customer requests & Service Team
enquiries that arrive in the mailbox. The mailbox contains
emails, scanned copies of faxes, and scanned copies of
paper mail.
3.3. The customer can access the online self-service portal N/A
MyAccount either via a traditional computer, via mobile, or
via a tablet device.

Page 11 of 14
 Step Description Responsibility
No.

3.4. The customer can perform a variety of standard N/A

transactions online.
3.5. A list of relevant matches/answers to the customer’s query N/A
is displayed.
3.6. If the query is unresolved, the customer can choose to FE Customers
post a new topic on the Knowledgebase.. and FE
Customer
Service Team
3.7. Fellow customers can contribute to other customers‘ FE Customers
queries (e.g. “crowd support”).
3.8. The FE Customer Service Team moderates and resolves FE Customer
topics posted on the Knowledgebase. Service Team
3.9. Alternatively, the customer can choose to ask an FE FE Customer
consultant via webchat if their query is very specific and no Service Team
answer/resolution is available in the Knowledgebase.

5 BUSINESS RULES

ID Business Rule

RU01 Eligibility
The new product must be available to all mass market Residential electricity
and gas customers..
RU02 Product Features
The online only product may include discounts and a benefit term
The product will also include features that will be mandatory, such as:
- Must be enrolled into Direct Debit
- Must be enrolled into a Regular Payment Plan
- Must pay via bank account or EFTPOS Payment Channels only
Must receive all communications digitally (via email and SMS) only, except
for disconnection notices which are required to be sent via post or via phone
call, as a regulatory requirement.

Page 12 of 14
ID Business Rule
RU03 Call Centre Charge
Customer must be advised that there may be a potential charge if they
attempt to contact the Call Centre to enquire about their ongoing online only
product.
Exclusions apply:
1. Emergencies – Eg. MyAccount is down or there’s a power outage.
2. Managing Ombudsman complaints
3. Any service or billing complaints which are found to be the fault of
Funky Energy
4. Final Bills – after customer has churned out.
5. Customer contacting public Web site instead of MyAccount for
enquiries.

FE must ensure that the charge is fair & reasonable, as per regulatory
stipulations.
RU04 Terms & Conditions
Customers must be informed of the relevant terms & conditions prior to sign
up / acceptance of the new product.
RU05 Online Self-Service
As a condition of this new product, the customer must always use FE’s self-
service portal MyAccount to manage their account (e.g. update details, view
bills, make payments, apply for concession, submit an enquiry, etc.).
Customers must be able to access MyAccount 24x7. If the service is down,
the customer must be able to contact the call centre free of charge.

Page 13 of 14
6 BUSINESS REQUIREMENTS
Throughout the remainder of this document each requirement statement will indicate a
priority. This priority ranking utilises the MoSCoW technique.

The MoSCoW categories are as follows:

Describes a requirement that must be satisfied in the final solution for

Must Have
the solution to be considered a success.
Represents a high-priority item that should be included in the solution if
Should Have it is possible. This is often a critical requirement but one which can be
satisfied in other ways if strictly necessary.
Describes a requirement which is considered desirable but not
Could Have
necessary. This will be included if time and resources permit.
Represents a requirement that stakeholders have agreed will not be
Won’t
implemented in a given release, but may be considered for the future.