Toronto Hydro – Covid-19 Energy Assistance Program

Solution

Online forms for customers (Residential and Commercial) to submit applications

Multi-step form

Reducing psychological friction to submit the form

Building commitment to finish the form

Real-time processing of customer eligibility

Built on the LifeRay platform

WCAG 2.0 AA compliant

Internal form to support Customer Relation Representatives (CRR)

Streamlined form to allow for easy entry for CRR’s

Ability to back-date applications received through mail / email to allow for fair processing of applications

Ability to identify channel application is received

Credit processing

Ability to apply credit to customer bills in batches

Reporting

Ability to monitor the program success, health and customers engagement

Project Responsibilities

Leading a cross-functional team virtually through the COVID-19 pandemic

Business Analysts (BA)

Architects

Developers

Quality Assurance Analysts (QA)

Security Operations (SecOps)

Performance analysts

Advised the design of the operational process, digital approach

Responsible for the end to end delivery and support of the solution

Managed timeline, scope and budget

July 16, 2020

Toronto Hydro is the utility provider for Toronto. They are responsible for distributing electricity reliable across Toronto.

As part of the response to the COVID-19 pandemic, the Ontario government introduced a program to help residents of Ontario affected by covid pay their hydro bills. The program provided LDC’s (Local Distribution Companies) across Ontario with $9M of credits to apply to eligible customer accounts. Customers would apply through multiple channels; online, email, phone and mail.

Learn more about the program

Architecture Design

Balsamiq Mockups

Branding

Business Process Automation

HTML/CSS

Information System Integration

Liferay

UI / UX