Attachmennt_F_-_CIT_Requirements.xlsx
XLSX spreadsheet 61 KB Posted
- Attached to
- RFI 25NS0170 - CAB Integrated Telephony
- Solicitation number
- 0000037090
- Issued by
- California
About this file
This document is a Scope of Work attachment for the California Public Utilities Commission (CPUC) outlining 182 functional and non-functional requirements for a proposed CAB Integrated Telephony (CIT) system that will consolidate telephony, customer relationship management (CRM), and call center operations. The system is designed to streamline complaint intake, case management, and customer service delivery across the CPUC's Consumer Affairs Branch (CAB). The requirements span multiple functional areas including call center operations (Interactive Voice Response, call routing, workforce scheduling, call recording and transcription), case management (complaint intake, documentation, workflow automation), consumer and utility portals, reporting and business intelligence tools, notifications and alerts, data management, security protocols, and integration with external systems such as ArcGIS, UCS (Utility Compliance System), and LifeLine Third Party Administrator networks. The solution must support multiple user roles (CPUC staff, utilities, consumers) with role-based access controls and permit real-time language translation during calls and chatbot interactions.
The system architecture must include a minimum of five environments (Development, Testing, Training, Staging, and Production) with comprehensive audit logging and data retention capabilities, including 180-day minimum retention for audit logs. Key technical requirements mandate HTTPS and SFTP encryption standards, PII data protection, compliance with California accessibility standards and Section 508 ADA requirements, and support for multiple browsers and devices. The solution must integrate with Microsoft Azure Active Directory Federation Services for single sign-on, support automated case categorization using artificial intelligence, and provide configurable workflows accessible to business users without technical expertise. No specific pricing, contract term, set-asides, or incumbency information is provided in this requirements document, which functions as a comprehensive technical specification for potential vendors responding to RFI 25NS0170.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment_D_-_Process_Flows-As-Is.pptx | PPTX presentation | |
| RFI_25NS0170_-_CAB_Integrated_Telephony.pdf | ||
| RFI_25NS0170_-_CIT_RFI_Questions_and_Answers.xlsx | XLSX spreadsheet | |
| Attachment_C_-_Respondent_Questionaire.docx | DOCX document | |
| Attachment_E_-_Process_Flows-To-Be.pptx | PPTX presentation | |
| Attachment_A-_Letter_of_Interest.docx | DOCX document | |
| Attachment_B-_Solution_Cost_Estimate.xlsx | XLSX spreadsheet |
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Text version
CIT Requirements
| ID | Summary | Category | Type | Description |
| CIT-306 | Chronic callers alert | Alerts | Functional | The system must alert a call receiver of a chronic callers/Abusive Callers/etc, prior to a call being answered. For example, if 5 calls come in in the same day from the same number (ANI), or if the same utility is sited multiple times by the same calling number (ANI) in the same day. |
| CIT-334 | Duplicate data found alert for CARS | Alerts | Functional | The system must alert a user if a duplicate phone, email or address are entered. |
| CIT-336 | Duplicate addresses found alert for consumer | Alerts | Functional | The system must be able to identify a duplicate address stored in the system and alert the consumer if they wish to continue or file a new complaint |
| CIT-350 | Job Aid alert based on contact/complaint category | Alerts | Functional | The system must be able to display an applicable Job Aid that links to the category or sub-category for a contact or complaint entered by a CAR or SSA. |
| CIT-352 | Alert for consumers last name = a utility name | Alerts | Functional | The system must alert a CAB rep if a consumers last name is identical to an existing utility’s name. This would require an auto-search of the utility name list to verify the last name is not in the utility name list. |
| CIT-415 | Alerts to admins of non-U.S. access | Alerts | Nonfunctional | The system must send an notification alert to CPUC Administrators when the application is accessed outside of the U.S. |
| CIT-248 | Audit data the system must log | Audit Logging | Nonfunctional | The system must record and audit all changes to systemwide feature transaction data, and identify the date, time and individual who made each change. |
| CIT-261 | Audit log view for any data changes | Audit Logging | Nonfunctional | The system must provide an interface that displays audit logs for any core data item changes. |
| CIT-293 | Utility to view complaint history | Audit Logging | Functional | The system must allow a utility to track and see the history of a complaint (e.g. changes to its status and any other attributes). |
| CIT-348 | Audit details - view for a case | Audit Logging | Functional | The system must provide an interface to view all audit details for a specific case. |
| CIT-349 | Audit details report by Rep | Audit Logging | Functional | The system must generate an audit details report by Reps and/or by specific time period (month to month/year to year). |
| CIT-410 | Audit log contents | Audit Logging | Nonfunctional | The system must capture and create logs of system, event, and user activities in compliance with the CPUC Audit & Accountability Policy.. The system logs must include: |
- error numbers and messages generated by the system
- date/time stamps
- any disclosure of information data across the solution - before-state and after-state (i.e., before and after change) of all record components
- user activities (create, read, update, delete) - the user identifier, workstation, or other unique identifier
| CIT-411 | Audit log protections | Audit Logging | Nonfunctional | The system's audit logs must be protected from modification or deletion. |
| CIT-412 | Audit log retentions | Audit Logging | Nonfunctional | The system must retain audit logs for a period of 180 days to allow for investigation(s). |
| CIT-181 | Support case categories and subcategories | Case Mgmt | Functional | The system must provide multiple levels of categories and subcategories for describing an inquiry. These selections shall be configurable by CPUC admins. |
| CIT-182 | Support multiple addresses per contact | Case Mgmt | Functional | The system must provide the ability to input multiple addresses for a contact. All current and previous addresses shall display. |
| CIT-183 | Foreign mailing addresses allowed, not service addresses | Case Mgmt | Functional | The system must provide the ability to input foreign addresses for a contact - for mailing addresses only, not service addresses. All current and previous foreign addresses should display. |
| CIT-191 | Update case data after submission | Case Mgmt | Functional | The system must provide the ability for authors or other users with the appropriate permissions to edit entry fields even after submitting or saving. |
| CIT-192 | Enter case notes viewable by a utility | Case Mgmt | Functional | The system must allow complaint information (e.g. comments) gathered by a CAB agent to be viewable by the associated utility. Entries shall be appended upon each new session, and will only be edited by the original author or another user with appropriate permissions (i.e., CAB Supervisor). |
| CIT-193 | Enter case notes viewable only by CPUC | Case Mgmt | Functional | The system must provide a Notes field that is for entry and display only by internal CPUC users. Entries into this field shall display a time stamp. Entries shall be appended upon each new session and shall only be edited by the original author or another user with appropriate permissions (i.e., CAB Supervisor). |
| CIT-194 | Update case type after submission | Case Mgmt | Functional | The system must provide the ability for those with appropriate permissions to change a complaint code on a saved or submitted record. |
| CIT-197 | Categorizing of complaints should include an Other option. | Case Mgmt | Functional | The system must allow complaint categories to include an Other option with a text field to elaborate on the Other choice. |
| CIT-198 | Subscriber language captured | Case Mgmt | Functional | The system must provide for the selection of language of choice for every contact. |
| CIT-229 | Support filtering cases by their source/origination | Case Mgmt | Functional | The system must be able to to filter cases by Source (including but limited to Email, Phone, Letter, WEB, walk in etc) |
| CIT-230 | Support filtering cases by cast type | Case Mgmt | Functional | The system must be able to filter cases by Case Type (including but not limited to Complaint, Informal Complaint, Inquiry). |
| CIT-329 | Name and address viewable on first case screen | Case Mgmt | Functional | The system must show the consumer's name and address on the first tab/main page of any case. |
| CIT-333 | Comment sort order newest on top | Case Mgmt | Functional | The system must sort entered comments with newest at the top for CARs to quickly see the latest entry. |
| CIT-337 | Identify case as being Phone/IC derived | Case Mgmt | Functional | The system must automatically identify and display whether a case is derived from phone vs non-phone entry (e.g. informal complaint [IC]). |
| CIT-344 | Flag case closed > 61 days if related to another | Case Mgmt | Functional | The system must flag a case that has been closed for 61 days or greater if the case is related to another case. For example, if the case is related to the same regulated entity, consumer or complaint type. |
| CIT-378 | CAR can view all additional info added by others | Case Mgmt | Functional | The system must allow CARs to view any additional information added to a contact or case by the submitter, another CAR or the utility. |
| CIT-386 | Consumer selects from a list of utilities | Case Mgmt | Functional | The system must provide a utility selection search and filter field to require the consumer to select from known regulated utilities. |
| CIT-389 | System auto-suggests case category from description text | Case Mgmt | Functional | The system must provide suggested case categorization based on description text. For example, if the call agent or the consumer (on the web) enters the description of a complaint, the system must be able to extract a list of category options based on the system interpretation of the description (e.g., through AI). |
| CIT-400 | Link call records with cases | Case Mgmt | Functional | The system must allow a call record and an existing case to be linked for referencing if, and only if, an agent determines they are related. |
| CIT-216 | Consumer portal must be provided | Consumer Portal | Functional | The system must provide Web-based portal for consumer complaint input. |
| CIT-217 | Links to nonCPUC regulated complaint types | Consumer Portal | Functional | The system must offer selections and filters to redirect a consumer to the appropriate information if the complaint is not of a type regulated by CPUC. |
| CIT-219 | Live chat for consumer portal | Consumer Portal | Functional | The system may provide live-chat (Instant Messaging) between a consumer and a CAB Representative to answer general questions (but not to submit complaints). |
| CIT-223 | Consumer can view case status | Consumer Portal | Functional | The system must allow a consumer to view the current status of their case. |
| CIT-303 | Consumers can view their complaints | Consumer Portal | Functional | The system must allow access for consumers to view and/or check status of complaint (i.e. no update or edit ability). |
| CIT-324 | Consumers can create accounts | Consumer Portal | Functional | The system must allow consumers to create an account to view their complaint history and to edit incomplete submissions. |
| CIT-175 | Transfer call through the system | CTI | Functional | The system must allow forwarding of a consumer's call (hot, warm or cold) to a specific phone number (internal or external) through a selection on the screen. |
| CIT-220 | Chatbot callbacks | CTI | Functional | The system must support callback scheduling using a chatbot/virtual assistant. |
| CIT-221 | General IVR capability | CTI | Functional | The system must provide an Interactive Voice Response (IVR) capability to route calls and resolve inquiries. |
| CIT-225 | Integrate with telephony system | CTI | Functional | The system must be able to access and integrate with Telephony system data in real time. |
| CIT-226 | Screen pop from ANI and IVR choices | CTI | Functional | The system must provide for the autofill of consumer and case information (e.g., address) related to the consumer's telephone (ANI) number as sent to the system by the telephony or IVR system. |
| CIT-227 | Screen pop utility information based on address | CTI | Functional | The system must provide utility name and service district information driven by consumer location address - retrieved using ANI prior to CAB agent screen pop. The agent should be able to override this if necessary. |
| CIT-254 | Call transcription and sentiment analysis | CTI | Functional | The system must support AI-powered call transcription & sentiment analysis, auto-scoring of 100% of calls for new reps and random sampling auto-scoring for experienced reps. |
| CIT-255 | Support basic call routing | CTI | Functional | The system must support queue optimization/predicative call routing to CARs with the proper expertise. |
| CIT-256 | Workforce scheduling capabilities | CTI | Functional | The system must support workforce scheduling/optimization. |
| CIT-299 | Automatic call recording based on case entry errors | CTI | Functional | The system must support automatic recording of calls that have been flagged as having errors in capturing case information. |
| CIT-311 | Surveys provided to callers | CTI | Functional | The system must allow for the provision, management and analysis of surveys to callers. The survey option must be offered before the call starts to then occur after the call rep ends call or chat session. |
| CIT-379 | Allow caller to route call from IVR | CTI | Functional | The system must allow a user to select from the IVR where their call will be routed for agent support. |
| CIT-396 | Managers joining calls | CTI | Functional | The system must allow for a manager to join a call as either listen in (quietly) or take over a call (agent and consumer hears) or coaching (have just agent hear manager). |
| CIT-401 | Custom recorded greetings for each agent | CTI | Functional | The system must allow for recorded greetings that are custom to each agent. The greeting would play just as the call is routed to an individual and before the agent answers the phone. |
| CIT-402 | Route calls to individuals | CTI | Functional | The system must allow calls to be routed to individuals (e.g. allow to type in extension), as well as to phone queues. |
| CIT-403 | Block calls during team meetings. | CTI | Functional | The system must allow calls to be routed to a master "office closed" greeting for any duration and at any time of the day. For example, this could be set for an hour for team meetings. |
| CIT-404 | Monitor phone queue lengths | CTI | Functional | The system must allow management to view in real time and over time all phone queue lengths. |
| CIT-405 | Notify that a phone queue is exceeding threshold | CTI | Functional | The system must be able to notify management (e.g. an alert) if any phone queues have exceeded a configurable threshold. |
| CIT-406 | Assign agents to rotating phone queues. | CTI | Functional | The system must allow call agents to be assigned to queues on a rotating basis rather than having same agent on same queue every day. |
| CIT-407 | Schedule agents according to forecasts | CTI | Functional | The system must provide management with the ability to schedule call agents according to a system generated forecast of volume based on historical volumes. |
| CIT-408 | Notify if current agent logins don't align with forecasted volumes | CTI | Functional | The system must be able to notify management if the current state of agent logins is over or under the forecasted call volume for that day. |
| CIT-458 | Log agent out of Telephony system | CTI | Functional | |
| CIT-228 | Support filtering cases by their status | Data | Functional | The system must be able to to filter cases by Case Status (including but limited to Open or Closed or Lifeline or non Lifeline) |
| CIT-372 | Export raw data from BI tool | Data | Functional | The system BI tool must be able to export raw data with no modification or “scrubbing� of the data. |
| CIT-377 | Consumer account unique identifier | Data | Functional | The system must assign a unique identifier to consumers who create an account. |
| CIT-413 | Configure drop-downs/pick-lists content | Data | Nonfunctional | The system must allow CPUC Administrators to access an administration screen to update information displayed in drop-down and other user selection lists. |
| CIT-424 | Environment set up | Data | Nonfunctional | The system must have five environments at minimum--Development, Testing, Training, Staging and Production. |
| CIT-427 | Data dictionary currency | Data | Nonfunctional | The systems must generate a single Data Dictionary report or dashboard table that maps GUI and report fields to database elements. This must be up to date at all times. |
| CIT-431 | Provide data admin tools | Data | Nonfunctional | The system must provide data management and administration tools for solution data. |
| CIT-432 | Provide data retention capabilities | Data | Nonfunctional | The system must keep all records/data indefinitely or what is deemed acceptable by the data owner. |
| CIT-451 | Receipt date logged for each form and file. | Data | Nonfunctional | The system must assign a date and time received by the system to each form and file submitted. |
| CIT-453 | No hard-coding user-visible text | Data | Nonfunctional | The system shall ensure that all user-visible text is externalized from the program source code. No user-facing content (e.g. labels, error messages, prompts) shall be hardcoded within the application's codebase. All such text shall be stored in external, configurable resources (e.g. localization files, content management system, or database) to allow updates without requiring code changes. |
| CIT-456 | Common data entry formats | Data | Nonfunctional | The system must display all date entries in the same format (to be determined) unless specified otherwise. |
| CIT-184 | Support GUI required fields | Data Entry | Functional | The system must be able to alert a user of any required fields (as a combined list) that are not filled before progressing. |
| CIT-185 | Support GUI field masking | Data Entry | Functional | The system must require a user to enter data in a set format before progressing such as with date, zip code or phone number fields. |
| CIT-187 | Support auto-categorization based on text entry | Data Entry | Functional | The system must be able recommend (yet allow override) auto coding/categorization based on text analysis. |
| CIT-188 | Support speech to text transcriber | Data Entry | Functional | The system must be able to provide a speech to text field-level transcriber that a CAB rep can optionally choose to activate. For example, as the CAB Rep tabs to each field when following a script with the consumer on the phone, the system must be able to interpret the response from the consumer and auto-fill the answer into the attribute the CAB representative currently has focus on. |
| CIT-196 | Saving incomplete records | Data Entry | Functional | The system must provide the ability to save information for any record without completing that record, whether through user-initiated or auto-save feature. |
| CIT-233 | Support wizards | Data Entry | Functional | The system must support dialog-box driven data entry such as with wizards. |
| CIT-234 | Report on probable duplicate cases | Data Entry | Functional | The system must be able to identify cases that are likely duplicates based on common consumer names, utilities, dates, case types, addresses, emails and phone numbers. |
| CIT-244 | Support spell checking | Data Entry | Nonfunctional | The system must provide for spell and grammar checking on all text-entry boxes except for specific fields such as first name, last name, address, utility name, etc. Spell and grammar checking should be automatic not user initiated. The system must highlight spelling and grammar errors, and offer corrected substitutions. |
| CIT-245 | Support configurable GUI data entry | Data Entry | Nonfunctional | The system must provide for flexibility in changes to business rules related to data entry (e.g. field positioning and naming, workflow, pick list values). |
| CIT-295 | Address validation required | Data Entry | Functional | The system must not allow a CAR to proceed with data entry without an address validation. |
| CIT-304 | Autosave data input | Data Entry | Functional | The system must autosave information (to be determined) inputted by CPUC staff. |
| CIT-305 | Provide for keyboard equivalents | Data Entry | Functional | The system must provice keyboard navigation for all controls (e.g. tabbing) and mnemonics for keyboard shortcuts. |
| CIT-391 | Notes entered during each workflow step | Data Entry | Functional | The system must require a note be entered whenever a case progresses to the next status in a workflow. This must include a drop down with a list of default notes and an option to add a custom note. |
| CIT-392 | Contacts categorized as phone or written | Data Entry | Functional | The system must require all contacts be identified as either a phone call or written (case). |
| CIT-397 | Geocode centroids for addresses that cannot validate | Data Entry | Functional | The system must assign a zip code centroid geocode for all addresses that are not validated but have a valid City and Zip code match. |
| CIT-199 | Support file uploads linked to a system record | File Mgmt | Functional | The system must allow for documents to be uploaded and linked to records. For example, CAB staff can attach a digitized (scanned) copy of a utility bill to a complaint record. |
| CIT-235 | Provide export in Excel, CSV or text | File Mgmt | Functional | The system must support file exports in Excel, CSV or Text format for any data query. |
| CIT-282 | Support multiple file upload with drag and drop | File Mgmt | Functional | The system must allow a user to upload multiple files as a group or one at a time using drag and drop. |
| CIT-433 | File storage formats | File Mgmt | Nonfunctional | The system must store documents and images in standard file formats. |
| CIT-434 | File upload formats | File Mgmt | Nonfunctional | The system must allow users to upload documentation in .pdf, .xlsx, and .docx formats. |
| CIT-436 | File download formats | File Mgmt | Nonfunctional | The system must allow reports to be exported and saved in .pdf, .csv, and .xlsx formats. |
| CIT-200 | Category-specific help. | Help | Functional | The system must be able to automatically provide help on complaint category-specific resources and laws for any open complaint. |
| CIT-222 | Chatbot help | Help | Functional | The system must provide self-help in the form of a chatbot/virtual assistant to address common inquiries to be determined. |
| CIT-259 | Provide Help based on user type | Help | Functional | Help content must be presented differently based on internal CPUC users versus external, non-CPUC users. |
| CIT-308 | Provide links to other sites | Help | Functional | The system must allow links to other sites without having to exit the system. Ex: Sharepoint, DataDictionary, etc. |
| CIT-414 | Configure Help text/information | Help | Nonfunctional | The system must allow users with the appropriate privilege (i.e. CPUC Administrators) to modify help text/information. |
| CIT-418 | Support searchable FAQ help | Help | Nonfunctional | The system must provide an FAQ feature that can be searched by topic and/or keyword. |
| CIT-419 | Provide online Help and FAQs | Help | Nonfunctional | The system must support configurable online help and Frequently Asked Questions (FAQs). |
| CIT-420 | Support searchable online help | Help | Nonfunctional | The system must provide for Online Help searchable by topic and/or keyword. |
| CIT-421 | Provide for field-level help (quick-tips) | Help | Nonfunctional | The system must provide for configurable and optional field-level help (Quick-tips). |
| CIT-239 | Integrate with ArcGIS | Integration | Functional | The system must be able to integrate with the ArcGIS API to a) upload geocoded data from the system to ArcGIS and to b) download data indicating whether geocoded addresses fall withing a given ArcGIS polygon. |
| CIT-338 | Maintain LifeLine TPA network link | Integration | Functional | The system must maintain a secured link to the LifeLine Third Party Administrator (TPA) system. This would require an automatic reconnection if the secured TPA system link times out. |
| CIT-347 | Support GIS validation of utility jurisdiction | Integration | Functional | The system must be able to automatically assign utility jurisdiction area using GIS data after address validation and geocoding. |
| CIT-351 | Search for entities from UCS | Integration | Functional | The system must provide the ability to search for regulated entities (e.g. Service Provider, utility) from the UCS system when creating a case. If a regulated entity is not found in UCS search criteria, the system must still allow the user to enter the name of a utility - which would be considered as non-jurisdictional. |
| CIT-358 | UCS primary contacts access | Integration | Functional | The system must integrate with the UCS system to access all utilities' primary contacts. |
| CIT-371 | Integrate BI tool with system and telephony system | Integration | Functional | The systems BI tool must integrate with the telephony system. |
| CIT-375 | Real-time language translation on phone and chatbot. | Integration | Functional | The system must be able to provide real-time language translation during phone calls and chatbot. |
| CIT-384 | Address validation integration | Integration | Functional | The system must integrate with an address validator and require a) real-time address validation or b) manual entry of unvalidatable addresses. |
| CIT-390 | CAPTCHA | Integration | Functional | The system must require a CAPTCHA integration to help reduce the opportunity for denial of service (DOS) attacks. |
| CIT-283 | External/Portal user password reset | Login | Functional | The system must allow an external/portal user (e.g. utility or consumer) to reset their password. |
| CIT-330 | External/Portal users can set their login info | Login | Functional | The system must allow a new external/portal user to set their login/password info. |
| CIT-189 | Auto-summarize cases from case attributes | Letters | Functional | The system must be able to auto-summarize a case using other case attributes (e.g. category, description, source). |
| CIT-203 | Autopopulate form letters or notifications | Letters | Functional | The system must provide the ability to automatically populate form letters (e.g. closure or investiation letters) or notifications with consumer and complaint information. |
| CIT-312 | Postal letters | Letters | Functional | The system must provide for the option to flag formal letters to be sent via postal delivery - and to then batch status letters as having been processed by postal fulfillment staff. |
| CIT-322 | Re-sent letters | Letters | Functional | The system must allow a consumer with no account to have a previous letter sent by the CPUC via postal or email to be resent. Consumers with accounts may view previously sent letters through their portal account. |
| CIT-325 | Email and postal sends | Letters | Functional | The system must allow closing letters to be downloaded as well as sent via email. |
| CIT-332 | Letter template review option | Letters | Functional | The system must allow a "preview" option to review letter templates uploaded into the system |
| CIT-341 | Auto-populate form letters | Letters | Functional | The system must auto-populate form letters with data including a time stamp of the date the letter was generated (no manual entry). |
| CIT-180 | Overdue utility response notification | Notifications | Functional | The system must send a notification to the CAB rep and management when a utility’s responses are overdue. |
| CIT-207 | Notifications to consumer of cases due | Notifications | Functional | The system must generate automated alert notifications when an item is coming due, is due and is past due, as initiated by business rules and processing dates related to the specific step in the workflow. |
| CIT-208 | Utility-specific notifications for CPUC staff | Notifications | Functional | The system must be able to generate utility-centric notifications for CPUC CAB staff. For example, this type of notification should only show on the screen when the related utility is selected during complaint or inquiry entry. |
| CIT-263 | System wide ad-hoc notifications | Notifications | Functional | The system must allow for those with appropriate permissions to post ad-hoc/custom notifications to an individual or workgroup containing (but not limited to) any combination of the following criteria: |
� Number of complaints � Number of days � Utility (one or more) � Category (one or more) � Subcategory (one or more).
Such notifications will have a start and end date and will only display during this period. The notifications will be saved in the database for reporting purposes beyond the start and end dates.
CIT-264 Notifications with links to supporting information. Notifications Functional The system must be able to provide links to relevant records from within a notification text. For examples:
* If a notification states that ABC Utility has not responded to a complaint within 20 days, access to the complaint(s) relating to this alert shall be available within the notification.
* If a notification to management states that there have been 140 complaints of Category X by Utilities ABC and DEF within the last 90 days, then a link to the report representing this information must be available within the notification.
| CIT-296 | Notifications to consumer of rejected complaint | Notifications | Functional | The system must automatically send a configurable email notification (with possible letter attachment) to the consumer when cases move through their workflow (status). For example, when a complaint is statused as closed, an email notification is sent with formal closure letter attached. |
| CIT-357 | Notifications to CAB analyst when utility updates a record | Notifications | Functional | The system must send a notification to a CAB analyst when a utility updates a record that is assigned to that utility. The types of updates that result in such a notification must be configurable those with the proper permissions. |
| CIT-382 | Reminders to utilities regarding case durations. | Notifications | Functional | The system must generate 1st, 2nd and 3rd reminders sent automatically to the utility based on configurable verbiage and durations of when responses are due. The system must also be able to escalate notifications to admins on 2nd or Final notification (i.e. UEB). |
| CIT-385 | Notifications to utility when CPUC updates a case | Notifications | Functional | The system must provide a step (e.g. clicking a button) to allow an SSA to notify a utility that new information (e.g. a supplemental) was added to a contact or case. That notification must be sorted at the top of any notification list viewable by the utility. |
| CIT-387 | Add multiple files to a notification | Notifications | Functional | The system must provide a way to filter for and attach mulitiple files to a notification. For example, when a suppliment is added to a case. |
| CIT-393 | Notifications to SSA of updates to case or contact | Notifications | Functional | They system must automatically notify an SSA assigned to a contact or case that additional information was added to the contact or case by intake staff. |
| CIT-435 | General notifications of system down time | Notifications | Nonfunctional | The system must be able to display notifications for scheduled downtime. |
| CIT-231 | Warn of lengthy download scenarios | Reports | Functional | The system must warn the user (if the user has chosen to use such a feature) if an export duration will be lengthy (due to size of export). |
| CIT-232 | Toggle report download supervision | Reports | Functional | The system must allow the user to toggle whether the system will monitor for large download sizes. |
| CIT-276 | Case tracking report by workflow status | Reports | Functional | The system must provide case-tracking reports that breakdown open cases by workflow status. |
| CIT-277 | Productivity reports | Reports | Functional | The system must provide a set of standard, predetermined productivity reports. These reports shall include, but not be limited to the following individual reports: |
* Number of cases in process by CAB Representative
* Number of cases in backlog by CAB Representative.
* Average time for closing reports
* Overdue responses from utilities to complainant
* Automated management reports that meet the needs for daily, monthly, quarterly, and annual reports.
CIT-278 Supervisor reports Reports Functional The system must provide a set of standard, predetermined supervisor reports. These reports shall include, but not be limited to, the following information:
* Average age of open cases
* Activity reports by staff member
* Response time to close cases
* Number of cases going to appeal
* Disposition of appealed cases CIT-279 Research reports Reports Functional The system must provide a set of no less than 10 standard, preapproved research reports. These reports shall include (but not be limited to):
* Number of utilities with complaints in any combination of category and time period
* Trend data reports by call center agents, utility or category
* Geographic analysis reports
| CIT-236 | Share reports and report groups | Report Mgmt | Functional | The system must be able to share individual report queries or a grouping of report queries with other users. |
| CIT-243 | Admin access to run SQL queries | Report Mgmt | Nonfunctional | The system must provide admin users with SQL Select query access (i.e. read-only) to the database. |
| CIT-251 | Create and save reports | Report Mgmt | Functional | The system must provide an interface to allow users to create and save their own reports. |
| CIT-265 | List report filtering | Report Mgmt | Functional | The system must provide the ability to filter report output for all data-entry fields, including complaint description and internal Notes fields. |
| CIT-266 | List report drill down and sorting | Report Mgmt | Functional | The system must provide for report output viewing within the system. This online view will include: |
* Drill down from a list to an individual complaint, utility, user, etc.
* Sort results by column in ascending and descending order.
| CIT-267 | Report print view | Report Mgmt | Functional | The system must provide for a print-friendly view of reports. |
| CIT-268 | CSV and Excel exports of reports | Report Mgmt | Functional | The system must allow for reports to be exportable to a comma-separated values file (.csv) or an Excel file (.xls) from the results views. |
| CIT-269 | Reports and filter saving and retrieval | Report Mgmt | Functional | The system must allow for reports and queries to be saved for later retrieval by users. The filter and sort view that a user chooses will be recreated with a single selection available from a list. |
| CIT-270 | Create parameter-driven custom reports | Report Mgmt | Functional | The system must provide the ability for staff to generate parameter-based, customized reports. For example, input parameters could include date ranges or pick lists. |
| CIT-271 | Include industry statistics in trend reports | Report Mgmt | Functional | The system must support trend reports that show industry norm versus utility performance, with industry norm auto-calculated and auto-updated. |
| CIT-272 | Support visualizations | Report Mgmt | Functional | They system must offer report designers a range of visualizations (i.e., line graphs, bar graphs, pie charts, etc.). |
| CIT-273 | Support changes in moving averages. | Report Mgmt | Functional | The system must provide reports that show changes in moving averages for specific types of data. |
| CIT-274 | Support data from external systems (e.g. IVR). | Report Mgmt | Functional | The system must provide reports that utilize data from other systems (e.g., call volumes from the IVR system). |
| CIT-275 | Suport calucated fields. | Report Mgmt | Functional | The system must Enable staff to run reports that are calculations of records, including multiplication, division and percentages. |
| CIT-362 | Save queries for future use | Report Mgmt | Functional | The system BI tool must be able to save queries for future use. |
| CIT-363 | Organize queries into folders | Report Mgmt | Functional | The system must allow report queries to be grouped into folders or containers to help with organization. |
| CIT-364 | Share queries with other users | Report Mgmt | Functional | The system must allow a user to share report queries with other users. |
| CIT-365 | Remove shared queries | Report Mgmt | Functional | The systems BI Tool must allow a user (share receiver) to remove a share link to a query that was shared with them by another user (share provider). The share receiver should be able to do this without the original share provider having to unshare the query. This is particularly important when the sharer is no longer with CAB. |
| CIT-366 | Preset filter conditions that can be combined for report creation | Report Mgmt | Functional | The system must allow for the creation of preset filter conditions (e.g. SQL WHERE clauses) that can be combined to develop reports. These predefined conditions must be a part of an ad-hoc query tool that can export the results. |
| CIT-367 | GUI-based vs Query-based report building tool | Report Mgmt | Functional | The system must allow a user to build a report using 1) simple selection methods and 2) detailed SQL queries. For example, Jira has a Basic and a JQL filtering capability. |
| CIT-368 | NonCAB access to BI tool | Report Mgmt | Functional | The system must allow select nonCAB users to access and query (i.e. read-only) the report BI tool. |
| CIT-370 | Export query results as CSV or XLS | Report Mgmt | Functional | Duplicate |
| CIT-373 | Display configurable text for NULL fields | Report Mgmt | Functional | The systems BI Tool must allow configurable text (per user) to display in report fields that contain NULL data. For example, rather than having cells show as blank, have them filled in with the word "NULL." |
| CIT-398 | Report sharing | Report Mgmt | Functional | The system must allow authorized users to both share and un-share reports. |
| CIT-190 | Support dynamic search results for existing contact records | Search | Functional | The system must offer auto-filtered name and address choices from the contact database as the CAR types in the information. |
| CIT-209 | Search for contact by five fields | Search | Functional | The system must provide the ability to search for an existing contact by a minimum of the following five fields: |
* First Name
* Last Name
* Address
* Zip Code
* Telephone Number
| CIT-381 | Search for calls by phone number or last name | Search | Functional | The system must be able to find the most recent call that was dispositioned for any phone number or last name. |
| CIT-210 | Complaints cannot be deleted. | Security | Nonfunctional | The system must prevent a complaint deletion once a complaint has been opened and assigned a unique ID. |
| CIT-246 | User role management capability | Security | Nonfunctional | The system must provide appropriate security levels or user roles to ensure that only authorized users will create, read, update and/or delete data. In addition, user roles must accommodate CAB and CPUC business rules. |
| CIT-247 | User role management interface | Security | Nonfunctional | The system must provide administrative interface to allow users and user authorization to be added and removed as roles change. |
| CIT-262 | Flag data tampering and breaches | Security | Nonfunctional | The system must support flagging of suspected data tampering, legal violations and data breaches. |
| CIT-355 | Adding/disabling employees | Security | Functional | The system must allow users with the appropriate permissions to add/disable any employee at any time for CAB (through the CPUC internal system interface). This must be a capability, with a distinct user interface provided to business admins with minimal training. |
| CIT-417 | View users roles | Security | Nonfunctional | The system must allow a user to view all roles which have been granted to that user. |
| CIT-429 | Single sign on | Security | Nonfunctional | The system must support Microsoft Azure Active Directory Federation Services (ADFS) / Single Sign-On (SSO) for internal CPUC users. |
| CIT-430 | User role delegation | Security | Nonfunctional | The system must allow delegation when an approving authority will be out of the office for a period of time. |
| CIT-437 | Password standards compliance | Security | Nonfunctional | The system must ensure components comply with CPUC password policy, as stated in the CPUC's Computer & Internet Usage Policy. |
| CIT-438 | Prohibit nonU.S. access | Security | Nonfunctional | The system must prohibit remote access outside of the U.S. unless approved in advance by the State Information Security Office (ISO). |
| CIT-439 | Data anonymizing for nonProduction environments | Security | Nonfunctional | The system must not use confidential, personal, and sensitive data for any non-production environment unless the data has been rendered anonymous, or has been sanitized or masked. |
| CIT-440 | Configure Login and password rules | Security | Nonfunctional | The system must enable configurable validation rules for account IDs and passwords. |
| CIT-441 | Block some TBD carrier information in screens, reports and queries. | Security | Nonfunctional | The system must follow CPUC security policies and rules for how to display carrier information in online screens, reports and queries. |
| CIT-442 | Accessibility standards-SICAM and IdAM | Security | Nonfunctional | The Contractor must acknowledge and will adhere to the following identity and access management policies: 1) State Identity, Credential, and Access Management (SICAM) standards (https://nascio.org/Portals/0/Publications/Documents/SICAM.pdf [Req. 240]; 2) Identity and Access Management (IdAM) standards (https://nccoe.nist.gov/sites/default/files/library/sp1800/es-idam-sp1800-2b.pdf) [Req. 240]. |
| CIT-443 | Secure data transfer - TLS | Security | Nonfunctional | The system must encrypt using CPUC's encryption standards and Transport Layer Security (TLS) Standards as shown in the CPUC's Technical Environment Standards. All confidential, personal, or sensitive data, including login information, system-to-system communication or data held in the system, both in transit or at rest, as defined in California Civil Code 1798.29. Note: Data at rest is defined as inactive data that is stored digitally in any physical form. |
| CIT-444 | PII data at rest security | Security | Nonfunctional | The system must ensure that any Personally Identifiable Information (PII) is maintained securely and privately |
| CIT-445 | PII access | Security | Nonfunctional | The system must allow access to Personally Identifiable Information (PII) only to the account holder, authorized delegates, and CPUC Staff and Administrators (must be encrypted at rest). |
| CIT-446 | Secure data transfer - block high-risk file attachments (EXE) | Security | Nonfunctional | The system must prevent users from sending and receiving high-risk objects, such as executables. |
| CIT-447 | Secure data transfer - sFTP | Security | Nonfunctional | The system must use SFTP (Secure File Transfer Protocol) for electronic batch retrieval processes. |
| CIT-448 | Secure data transfer - HTTPS | Security | Nonfunctional | The system must use HTTPS (Hypertext Transfer Protocol over Secure Socket Layer) for all non-file transfer communications with CPUC workstations. |
| CIT-450 | Email validation | Security | Nonfunctional | The system must validate email addresses associated with account creation and logins. |
| CIT-285 | Support a utility portal | Utility Portal | Functional | The system must provide a portal where utilities can log in to and, for example, view the list of complaints sent to that utility. |
| CIT-287 | Log when utility logs in | Utility Portal | Functional | The system must record when a utility user logs into the system. |
| CIT-288 | Log when utility views complaints | Utility Portal | Functional | The system must log the date and time that a utility received and then separately clicked on and viewed a complaint. |
| CIT-290 | Edit and download cases. | Utility Portal | Functional | The utilities must be able to interact (enter/download/upload) with cases submitted for response from CAB Representatives. |
| CIT-291 | Respond to complaint to CPUC and Consumer. | Utility Portal | Functional | The system must provide the ability for the utility to respond to the complaint within the system. The system must capture responses to both the CPUC as well as to the consumer. |
| CIT-292 | Utility recommends closure to CAB. | Utility Portal | Functional | The system must provide the ability for the utility to recommend closure of the complaint to the CPUC Representative. |
| CIT-314 | Utility to CAR communications | Utility Portal | Functional | The system must give the utilities the option to commmincate directly with the SSA/CAR on assigned informal complaints |
| CIT-315 | Utilities can view letters | Utility Portal | Functional | The system must have an option to allow utilities to see SSA/CAR letters on open/closed cases. |
| CIT-318 | View case components | Utility Portal | Functional | The system must allow utilities to view closing letters, resolutions and the history of the case lifecycle. |
| CIT-319 | Notify of expired cases | Utility Portal | Functional | The system must notify utilities when cases exceed a given duration in their queue. |
| CIT-326 | Utility user account mgmt | Utility Portal | Functional | The system must allow utilities to manage their users accounts within the system (add, remove, edit). In other words, the system must support utility admin and nonadmin accounts where admin accounts can manage users while nonamdin accounts cannot. |
| CIT-328 | Utilities can view assigned cases | Utility Portal | Functional | The system must allow utilities to view all cases (and their associated case numbers, current status and resolution if closed) that are assigned to that utility. |
| CIT-331 | Utility users can update profiles | Utility Portal | Functional | The system must allow utilities to update their contact information. Any cases that are impacted by this change will result in a notification to the assigned SSA/CAR. |
| CIT-376 | Utility view cases using filter | Utility Portal | Functional | The system must allow utilities to view cases as higher priority or if they have new attachments. This is necessary to alert the utility which cases must be reviewed. This must be done via filter. |
| CIT-214 | CAB closing complaint for a utility. | Workflow | Functional | The system must provide the ability for a CAB Representative or Supervisor to close a complaint either before or after receiving a recommendation from the utility. When closing the complaint, the user must choose and note if the finding was for the consumer or the utility. |
| CIT-281 | Support workflow escalations to supervisors | Workflow | Functional | The system must support approval workflows and escalations with supervisors. |
| CIT-339 | Update status when utility replies to a case | Workflow | Functional | The system must provide an indication (new status in workflow) that a utility acted on an assigned case. |
| CIT-340 | Update status when QMR reviews a case | Workflow | Functional | The system must provide an indication (new status in workflow) that QMR reviewed a case assigned to a CAR. |
| CIT-380 | Auto-status case when CPUC starts on it | Workflow | Functional | The system must autostatus a case and notify the relevant utility once a CPUC agent receives, opens and starts work on a case's utility response. |
| CIT-394 | Auto-assign cases based on category. | Workflow | Functional | The system must be able to auto-assign cases to CPUC staff based on case category. |
| CIT-395 | Override auto-assignment of cases. | Workflow | Functional | The system must allow for authorized personnel to override auto-assignment. |
| CIT-409 | Configure workflows and notifications | Workflow | Nonfunctional | The system must ensure updates to workflows and associated notifications are configurable by business users. |
| CIT-176 | User login based dashboard layouts. | Dashboards | Functional | The system must present a dashboard-style interface to every user upon logging into the system. This interface will display the navigation available to the user based upon his/her role and permissions, as well as quick-links to the appropriate functions. |
| CIT-177 | User-based assignment queues displayed. | Dashboards | Functional | The system must provide backlog queue information such as number of open complaints and oldest open complaint for the individual and also for the workgroup. |
| CIT-178 | Reports links in dashboard | Dashboards | Functional | The system must provide shortcut links in a dashboard to saved reports. |
| CIT-179 | System announcements displayed | Dashboards | Functional | The system must provide system announcements sent by authorized users that are prominently displayed to the target users in their dashboard. |
| CIT-257 | User-specific dashboards | Dashboards | Functional | The system must provide users with a default and user-specific dashboards. |
| CIT-258 | Supervisors to set KPIs for dashboards | Dashboards | Functional | The system must allow supervisers to set KPIs to appear in user dashboards. |
| CIT-297 | CAR-specific list of complaint due dates to CARs | Dashboards | Functional | The system must provide a list of assigned complaints to SSAs or CARs and any associated pending due dates. |
| CIT-298 | Full list of complaint due dates to managers | Dashboards | Functional | The system must provide managers a list of all complaints and their associated due dates which can be sorted by date, assignee, complainant or utility. |
| CIT-300 | User-specific landing screen | Dashboards | Functional | The system must allow each user to set a default screen that appears when they log in. |
| CIT-211 | Allow for reopening of closed complaints. | Case Management | Functional | The system must provide for the re-opening of closed complaints and inquiries for users with appropriate permissions. |
| CIT-213 | Assign a complaint to a utility. | Case Management | Functional | The system must provide the ability for a CAB Representative to assign a complaint to a utility. This assignment will place the complaint in the utility's queue. |
| CIT-215 | Assigning complaints to a CAR queue. | Case Management | Functional | The system must enable the automatic assignment of cases to the appropriate representative according to business rules and administrative adjustments. For example, after assignment rules are in place, the system must provide the administrator the ability to assign specific types of cases or specific utilities to an individual or group of individuals. In addition, the system must provide the ability to turn on/off assignment to individuals (i.e., when on vacation). |
| CIT-280 | Detailed report of a full complaint or inquiry. | Case Management | Functional | The system must allow viewing of the complete record (complaint or inquiry, including supplemental documents) by all who have the appropriate permissions. |
| CIT-294 | Workflow to other divisions within the CPUC | Case Management | Functional | The system must provide interfaces for nonCAB, CPUC staff to provide feedback on identified complaints. Examples include CPUC staff from UEB, PAO, ALJ, Docket Office and other divisons. |
| CIT-307 | Block sensitive callers or complaints | Case Management | Functional | The system must allow management to flag caller-specific complaints and noncaller-specific complaints to be viewed only by management. |
| CIT-320 | Submit a case anonymously | Case Management | Functional | The system must allow for a case to be submitted anonymously through the consumer portal (i.e. without creating an account). |
| CIT-321 | Auto case generation from email or voicemail | Case Management | Functional | The system must be able to automatically generate a case from an email request or a voicemail request. Such cases would be stored in a holding queue to be reviewed, updated and approved as a case in the system. |
| CIT-343 | Case dates cannot be changed | Case Management | Functional | The system must restrict the changing of case status related dates including but not limited to initial sent to utility date, initial closed date, appeal review date, final closed date. |
| CIT-353 | Allow for review and assignment of complaints | Case Management | Functional | The system must allow for complaints to be statused to be reviewed for accuracy/quality. |
| CIT-360 | Notify Mgmt of an Appeal or Formal submission | Case Management | Functional | The system must notify a CAB rep and manager of any case or contact they are associated with that results an Appeal or a Formal submission. |
| CIT-361 | Notify CARs of an explicit Appeal or Formal receipt | Case Management | Functional | The system must provide an on-demand view for CAB Reps, SSAs and Managers of complaints received that are marked as either an Appeal or a Formal. |
| CIT-422 | Browser variety support | Performance | Nonfunctional | The system must be accessible via a variety of browsers including, but not limited to, Edge, Safari, Firefox, and Chrome. |
| CIT-423 | Device variety support | Performance | Nonfunctional | The system must be accessible via a variety of devices including, but not limited to, desktop computers, laptops, tablets, and smartphones. |
| CIT-425 | Monitoring tools for security, performance and storage. | Performance | Nonfunctional | The system must have administrative tools for monitoring security, performance, and storage of the system. |
| CIT-449 | Accessibility standards | Performance | Nonfunctional | The system must be in accordance with the State of California accessibility standards. The system must be certified for usability based on Section 508 ADA Compliance regulations. |
| CIT-452 | Patch releases with no impact to production | Performance | Nonfunctional | The system must enable patching�and update deployments to be done without impacting application functional availability. |
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