These days nearly everyone can go online to track the status of their ride-share
their pizza order and their package deliveries. Now SoCalGas customers can
also go online to track the progress of their new natural gas line extension
projects using the new construction status tracker. The goal of the new
construction status tracker is to enhance communication between SoCal Gas
and customers during the pre-construction and construction stages of
their new natural gas line extension projects. This presentation provides a
brief training on how to use this informative self-service tool.
This training is broken down into two parts: general information on the new
construction status tracker or NCST for short and frequently asked NCST
questions. Part-1 General information on the NCST.
The new construction status tracker is a web page on socalgas.com that lets
customers track their natural gas line extension project throughout its
lifecycle. Customers can see information regarding the status of their line
extension contract payment, work orders associated with their project, and meter
sets. The status information comes from SoCalGas planning and customer
information systems connected to the NC ST. SoCalGas planning representatives
can use the NCST to notify customers about required documents and items
needed for their project to proceed. Customers receive e-mail notifications
when their project has reached key milestones and when documents are needed.
A satisfaction survey is sent to customers when the project is completed
as a means of providing feedback.
Here is an example of the NCST log-in page. Natural gas line extension projects
processed by SoCalGas planning representatives on or after February 9th,
2018, have been assigned a project number and a unique five digit access code
which are sent by confirmation email message to the primary contact person
identified on the application for new service form. The customer or their
designated representative enters these two numbers into the fields on the NCST
log-in page located at socalgas.com/NCST.
After logging in the customer lands on the one-page online tracking tool. The
page is divided into multiple sections. The top right-hand section is titled
project information. This section contains the project number, the type of
project like residential or non-residential, and the name and e-mail
addresses of the SoCalGas planning representative and their supervisor.
There is also a link to the natural gas service guidebook in case the customer
has questions about the natural gas line extension process, acceptable meter
locations, and other SoCalGas programs. On the top left-hand side of the screen
there are circular status icons. This section provides a high-level overview
of the status of the project broken down by application, contract payment, work
order, and meter set. The circular icons and text messages in this section change
throughout the lifecycle of the customer's line extension project and
will provide useful update information or note when customer action is needed.
The application message will always indicate complete since a completed
application is required to initiate the NCST process. The middle of the page
provides more details on the work orders. A customer's project may have one work
order or multiple. Work orders are another name for phases of the project.
Each work order is numbered and contains an estimated construction start date,
a description, and a status bar which is displayed in green. SoCalGas planning
representatives work with departments within the company to complete
requirements necessary to schedule a customer's new line extension project
for construction. Some of the major requirements currently being addressed
display in the work order summary section in the middle of the NCST page.
The requirements that display in this section will be reviewed in the
frequently-asked questions section of this training.
In the work order summary section is the meter set summary which provides more
details about the meter sets. It shows the number of meters the SoCalGas
planning representative has planned, the number of meter sets requested by the
customer through the SoCalGas meter set desk, the number of meters for which the
SoCalGas meter set desk has received houseline approvals, and the number of
meters turned on by SoCalGas. It's very important for customers to work with
their local inspection agency to obtain houseline approvals. SoCalGas will not
set meters unless we have received the houseline approvals.
SoCalGas planning representatives may post alerts at the top of the NCST
page. These alerts require the attention of the customer. The identified documents
or items that are needed for the customer's line extension project to
proceed. The scope of the project determines which items and documents are
requested. Some guidance regarding submitting documents is provided at
socalgas.com / new - construction. Click on the module titled "Submitting Your
Project Plans Electronically".
Customers receive automatically-generated email messages from the NCST
when their project has reached certain milestones or items are requested for
their project to proceed. The -mail messages come from customer service at
socalgas.com. These e-mails provide purpose, next steps, and who to contact if
there are questions. Most e-mail messages include the NCST log-in credentials in
case the customer misplaced this information. This example e-mail message
is sent when SoCalGas has processed the customer's signed contract documents for
their new natural gas line extension project.
For utility consultants or other third parties to act on the customer's behalf
SoCalGas planning representatives must obtain a signed "Authorization to Obtain
Confidential Customer Information and Act on Customer's Behalf Form".It's best
for customers to submit this signed form to the SoCalGas planning representative
ASAP. This helps to ensure that the primary point of contact for the project
receives the NCST e-mail messages.
SoCalGas planning representatives provide
this form to customers.
When a project is completed the customer receives an optional survey with
11 statements and an open-ended comments box to provide feedback and enter
suggestions for improvement. One of the statements on this survey is specific to
the NCST. Statement number 10 asks the customer if they felt the on-line NCST
tool was helpful and informative other statements allow the customer to rate
the service from SoCalGas representatives during the pre
construction and construction stages of their project. The SoCalGas New Business
Process Team reviews every survey that is submitted and uses the responses to
help improve the customer experience.
Part Two: NCST frequently-asked questions
Question 1: What types of SoCalGas projects are displayed on the NCST?
New Business projects created on and after February 9th, 2018, and initiated through
the request for new natural gas service application form located at socalgas.com
/ new - construction are displayed.
Question Two: Is the NCST mobile-friendly?
Yes the NCST is designed so that its content
can be displayed on mobile devices, tablets
laptops and desktops. The NCST can be opened on most currently updated
internet browsers such as Chrome Safari Internet Explorer, Firefox and Microsoft Edge.
Question Three: Is real-time data displayed on the NCST?
some updates display in real-time and
other updates including the NCST e-mail messages are
processed overnight and will display the next day.
Question Four: Who determines the estimated construction start dates?
SoCalGas planning representatives enter estimated construction start dates into
a company planning system connected to the NCST. The dates will be discussed
with the customers prior to the SoCalGas planning representative entering them.
Please note that the estimated construction start dates are only
estimates and are subject to change. Equipment and material lead times, labor
availability, regulatory approvals, rights-of-way negotiations and/or other
unforeseen events could delay the actual construction start date. The estimated
construction start dates are also contingent on the customer satisfying
all of their obligations with respect to the project including timely delivering
all applicable agreements and payments related thereto.
Question 5: How many orders are displayed in the work order summary section?
Only five orders will display at a time. Projects with more than five orders will
drop an order from the display once it has been completed and will replace it
with one of the remaining orders.
Question 6: Who's the contact person once the order has moved past the planning stages?
SoCalGas has new business construction liaisons who handle the
construction schedule for all customer-driven work. If you need to contact the
liaisons, send an e-mail message to: New Business Construction Liaison at Sempra
utilities dot-com or call 1-833-3769.
Question Seven: Does information about the requirements SoCalGas planning
representatives have to satisfy before scheduling a project for construction
display on the NCST? Yes for the following requirements: City permits when
excavations occur in public property; rights-of-way, easements and construction
sketches.
This concludes our presentation. Thank you for your attention. We greatly
appreciate you reviewing this training on the NCST. If you have any additional
questions, please send an e-mail message to:
New Business Process Team @ semprautilities com.
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