Service design
Toronto Hydro – Customer Pricing Options
The service connected customer choice, real-time eligibility and effective-date processing, representative support, and program monitoring across the end-to-end journey.
- Role
- Digital transformation and delivery lead
- Year
- 2020
- Capabilities
- Journey design · Business process automation · Digital product delivery · Program governance
Business context
A regulatory change created a fixed launch window and required customers to choose between pricing options across new-customer, authenticated self-service, and assisted-service journeys.
Indicator of value
The service connected customer choice, real-time eligibility and effective-date processing, representative support, and program monitoring across the end-to-end journey.
Executive summary
When Ontario introduced new Regulated Price Plan choices, Toronto Hydro needed a service that could explain and process customer selections within a fixed implementation window. The solution had to work for existing customers, people starting service, and representatives assisting customers through other channels.
Business context and constraints
The regulatory change introduced Time-of-Use and Tiered options with a defined effective date. Eligibility, account configuration, and effective dates had to be processed accurately while customers received a consistent experience wherever they entered the journey.
My role
I led the cross-functional program from approach through delivery and support, managing scope, timeline, and budget. The team included business analysis, architecture, development, quality assurance, security operations, and performance specialists.
Approach and strategic decisions
- Designed both authenticated self-service and new-customer entry points rather than forcing every customer through one path.
- Used real-time processing for eligibility and effective dates to reduce uncertainty and avoid disconnected manual handoffs.
- Provided an internal console for customer relations representatives supporting phone, email, and mail channels.
- Built reporting for program monitoring and identification of account-setting issues.
- Connected the digital journey to the operating process and support model from the outset.
Solution
The Liferay and SharePoint service combined customer-facing forms, personalized consumption context, real-time rules, assisted-service tools, and reporting into an end-to-end pricing-choice experience.
Outcomes and indicators of value
Customers could select a pricing option at relevant points in their journey, while operational teams could support the choice and monitor program health. Specific conversion or adoption metrics are not disclosed.
What the work reinforced
Regulated customer journeys still benefit from product thinking. Clear entry points, transparent rules, operational support, and measurement matter as much as the form itself.