FrOpt Presentation

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FrOpt
Robin
With...
Nicki

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Who are FrOpt?

• Two teams of approximately 10 people managed by
  Kath Fellows and Jan Dukes

FrOpt arrange for water meters to be fitted on
domestic properties where the customers are
currently paying on rateable value or assessed
charges
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What we do
Send out the Fitting Meters Free A
Householders Guide pack

• Book appointments and answer any queries

Reschedule appointments
Cancel appointments
Look after meters under 1 year old only
Convert the account once the meter has been
fitted, this can take up to 2 weeks
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How do we do it?

• First we perform an estimation using the FrOpt
  Model

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How do we do it?

• We then gather information for the fitter ie.
  stop tap location and if it is accessible etc.
  This information is copied into DOJM which we use
  to book the appointment.

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How do we do it?

• Once the appointment has been booked a 96 comment
  will appear in CAST on the Property Comments.
• There also should be workflow document raised
  which contains the customers water usage and
  whether or not they want a payment plan.

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What we don't do

• Deal with meters over 1 year old

Make commercial or business appointments
Arrange fits on new supplies
Move meters
Unable to change account back to RV
Deal with leaks and problems on meters and
supplies over 1 year old
Fit meters on void or occupier accounts
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Common queries asked by customers

• I have a fitter coming round today can you tell
  me when hes going to arrive?

Why do I have to wait so long for my meter to be
fitted?
Can my meter be removed once its been fitted?
Do I need to keep paying my bill?
Can you ring me if you get a cancellation?
Is it free to have a meter fitted?
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Some of our more humorous queries

• Ive got a problem with my Yahoo Broadband, can
  you help?

My water meter is bleeping?! Stop it!
What colours do the meters come in? Can I choose?
Will I save water and help the environment by
urinating in the garden?
I have a hole outside a metre deep!
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Surestop... What is it?
The Surestop allows you to turn off your Water
supply at the flick of a switch making it much
easier to turn off your water in an
emergency. We can either arrange to have it
fitted at the same time as the meter for 69.95
or if they do not want a meter can have one
direct from SureGB Limited for 109.99. Alternati
vely they can purchase their own from a retailer
for 29.95 but they will have to fit it
themselves. SureGBs telephone number is 0121
782 5666 Or 0121 782 5777
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• Do we deal with commercial or business customers?

For how long do we deal with meter problems after
the installation date?
Name three things that FrOpt cannot deal with
What is the STAMPS message code needed to raise a
brochure request?
How do you recognise on CAST when a meter has
been applied for?
FrOpt Quiz!
What are the three main reasons why a domestic
property would not be able to have a meter
straight away after being transferred from
another department?
What information is held in the workflow document
that we raise? And when should it be dropped?
What do you do if a customer is querying or
needing to change an appointment?
What are FrOpts opening hours?
Besides the Surestop, what are the two possible
charges that could be incurred during a water
meter fit?
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Thank you ?
Written by Robin Palmer Nicki Thorpe
With the assistance of Jan, Kath and everyone on
FrOpt