Energy Assistance Center Guide January 2009
Contents
1. su A RENE 30 REPOM ejas M nU 30 Common c E 32 View Alliant Energy Cities and Towns nennen nnnm nnne nnn nnns 33 Bocni Order m T 33 Copy of this User Manual cccccccssseeeeceeeeeeeeeseeeceeeesaeeeeeeceeeesseeeeeeeeeeeeeeseeaseeeeeesssueaseeeeeeeeeeesaaas 99 New User Request FOr ssssccccccssseeeccceeeseecceasececccseuseceesesaaseceesseaaseeeeessaaseeessaageeeessseeeeeeeesaas 33 Manage Agent ACCOUNT PD E ne ve te 34 Agent Agreement eee m 36 TONS SAO ON scsi ccs races en 37 Enerdgy ASSISTANCE 37 geejej Teo PP M 37 SSCL T TTE 40 SCENI OS 0 0 41 ADDPENG rics creases 46 Energy Assistance Center Contact 49 Version MEE Lom m 50 ALLIANT2. gt Warning Customers Electric amp Gas Service was disconnected gt Warning Customers Electric Service was disconnected Warning Customers Gas Service was disconnected gt Warning No disconnected meters are found gt Warning Turn on or Turn Off order exists on the account Warning Disconnect PENDING on this account Viewing Customer Account Information Possible Messages include Customer has received a Disconnect Notice and may be disconnected on or after the date listed Pledges made using Add Assistance will be seen by Alliant Energy before a Disconnect is scheduled Gas and Electric meters at this address are currently disconnected Customers Electric service is currently disconnected Customers Gas Service is currently disconnected Customer s Service was recently reconnected Service is on and paperwork is being finalized by the utility Customer has requested a Turn Off for this account or a new service Turn On has been requested by a new tenant or the landlord Disconnection Order has been issued customer may still be disconnected Need to Contact Alliant Energy to be sure it s cancelled if you re setting up an arrangement with the customer 17 If you select the Tink in the Bills and Payments Summary section 18 you will be able to view 18 months of billing and payment details if it is available assuming they ve been a customer at this locati
3. ENERGY Energy Assistance Center Energy Assistance Center Overview This online tool enables Energy Assistance Agencies to connect with Alliant Energy via the EAC instead of directly contacting the Customer Service Centers From the EAC website agencies log into the secure site to view a customer s usage and payment history enter a promise to pay view a customer s disconnect history and enter comments on customers accounts that are viewed by the Customer Service Centers The Energy Assistance Center benefits include Timely and cost effective customer service No need to contact Customer Service therefore no time on hold waiting for a representative e Immediate and up to date information Ability to add notes to the customer utility account which can be viewed by the Alliant Energy Customer Service representatives e Printable Version option available on all screens makes it easy to get documentation for your records Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 3 ALLIANT ENERGY Getting Started Getting Started Overview Access to the Energy Assistance Center is provided to agencies in Wisconsin and is available at any location with an internet connection Some of the Agencies include e Energy Assistance Local Human Services e Social Services e County Fuel Assistance Community Action Programs General Assistance Salvation Army Hous
4. Energy Assistance Center Guide January 2009 Ya ALLIANT ENERGY Table of Contents Table of Contents Energy ASsiSIance UEM iaa 3 Gening Started 4 Log into the EAC Website cccccccssseeeeccceesseceecceeuceeeesaueeeessaasseeeessuaaueeeesseaaeeeeessaaaeeeessaaneeeeeesaas 5 Searching for a Customer ACCOUN aa a 9 Customer AUtNOnzaUO 11 Viewing Customer Account Information cccccceeesseeeeeenseeeeeeeenseeeseoeesseeeseoeeaseeeeoenseeeeseoesneesesooenes 13 2 TOPE VAT ON RR S 13 Bills amp Payments TaD CT 15 E Mie RENE m n 18 Adding ASSISTANCE etr 19 AJG ASSISTANCE ONIY Tc 20 Add Assistance with a Co Pay 21 CAS GS AU 22 Using the TaD ec Hn 23 Using the Agent and Agency Desktop 26 Agent LIST EM 26 eye NE 28 AOC ACTON ES T 28 Customer Service
5. Status Enrolled F d Bills amp Payments Cost amp Usage Add Assistance History 1 Summary Bills amp Payments Pledged Assistance Amount Due is 255 00 and is Due on 11 20 2008 Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 41 ALLIANT 3 ENERGY Scenarios Note This field is cleared out once a year at the beginning of November Scenario 2 A customer has applied for LIHEAP and you want to notify Alliant Energy and let them know the customer has been approved or is over income for LIHEAP Use the Customer Remarks tool found on the History tab to make notes a ul x Fr Bills amp Payments Cost amp Usage Add Assistance History Disconnect History Customer Remarks Customer Remarks Printable Version Add Customer Remark Nu On the remarks screen click on the Add Customer Remark button Bills amp Payments Y Cost amp Usage Y add Assistance History Disconnect History Customer Remarks Customer Remarks Printable Version Add Customer Remark Select Type of General Select Remark that best fits such as Application in Progress Click Save to add the note to the review screen If you receive a pop up when this is added to your desktop click YES Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 42 ALLIANT ma ENERGY Scenarios e w 3 Bills amp Paym
6. 608 458 0425 Access Information Agent ID EADSOS Password d change E mail kimbaxteraalliantenergy com Secret Question Secret Answer Energy Assistance Agency Information Agency Name ESI Address 1 1225 5 Park Street Address 2 City Madison state WI 21 593715 Phone Number 608 267 8601 Fax Number Agency Web Site http Awww esiwi cam Hours of Operation State of Operation WI To request changes to Agent ar Agency information please complete the Contact Us form Indicating the requested changes We will than respond to your requast within two business days Figure 30 Manage Agent Account Screen Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 34 K ALLIANT mm ENERGY Manage Agent Account 1 Use this screen to review information specific to your Agent ID 2 If you want to change your password use the change hyperlink in that section The Reset Password Page appears Energy Assistance Center Login to Energy Assistance Center Reset Password The password you are using has expired Please change your password to continue use af the Energy Assistance Center access Agent ID EADD 730 Choosing a password Confirm New Password fs Figure 31 EAC Reset Password Screen e Enter your old current password e Enter a new password a It must be between and 15 characters a Itcant have any spaces a The only acceptable punc
7. ENERGY Using the Agent and Agency Desktop Using the Agent and Agency Desktop Overview The Agent Desktop is a core screen that allows an agent to manage the accounts they are working with Accounts the agency has enrolled in a program done an Add Assistance Payment on or added a Customer Remark will appear on the Desktop reports The Agency Desktop allows an agent to view all accounts that other agents in their agency have on their desktops You can monitor how clients you or your agencies have been working with are doing as well as follow up on co payment agreements Agency Desktop Reports of customers everyone set up under the agency is working with Agent Desktop Reports of just the accounts you are working with Agent Action List 1 Accounts where the agent has entered Add Assistance Co pays will appear on this list This 1s the first screen you will see when logging into the EAC tool Because these programs require an agent s action during the course of the program this Action List provides easy access to the customer records Use the left navigation bar to select the Agent Desktop Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 26 ENERGY Using the Agent and Agency Desktop Energy Assistance Center Agent Desktop You logged into Energy Assistance Center as Agent Zeus Log Osl Agent Action List View List Below is a listing of the
8. Center Common Links You are logged inta Energy Assistance Center as Kim Bazter Testing Log Common Links Below is a listing af frequently used sites forms and other links To view an item click on its name All links apen in a new browser window Brochure Spanish CA Brochure in Spanish New User Request Form far Energy Asst Center User Agreements for Access to Alliant Energy s Energy Assistance Website C4 Brochure English Version Customer Authorization Signed Customer Signed Authorization Form ta Access their Account Customer Authorization verbal Customer Verbal Authorization farm to access their account Brochure Order Farm Alliant Energy Brochure Order Form WI Alliant Energy Community Listing Listing of Cammunities in Alliant Energy s Service Territory Earned Income Tax Credit Stuffer with Information an the Earned Income Tax Credit Figure 29 Common Links Page Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 32 K ALLIANT 3 ENERGY Common Links Helpful links found on this tab include View Alliant Energy Cities and Towns 1 An alphabetical list of all communities in the Alliant Energy service territory and the type of utility we provide electricity or natural gas Brochure Order Form 2 An order form to request quantities of Program Informative or Agency Staff Brochures PROGRAM BROCHURES DESCRIPTION Taking Control of Your Energy B
9. Electric Detail Figure 13 Cost amp Usage Tab 20 The Cost and Usage tab allows you to view meters associated with this 21 account location When you select the Detall Tink you will see more specific information about the selected meter Note Ifa meter has been disconnected it will not appear on this screen The Estall link will display 18 months of information However you can change the months that are displayed by using the Date Range drop down boxes and then click the View button to update The Cost amp Usage Detail Screen appears including a summary total for the months displayed em F Bills amp Payments Cost amp Usage Add Assistance History l Cost and Usage History Printable Version ACCessS cost and usage history Description Service History nizerissi Meter Electric Detail Meter 0178 718681 Detail View Last Billed Meter Reading Tras Last Billed Read Date 1105127008 Date Range D4 03 2008 T 08 05 2008 otal Usage E roth ee Weel he tie Average Use Average Period Bits per Day Temp 33 06 05 2008 15953 245 28 743 50 098 ra OF fOSf20085 1737 215 25 28 7 42 59 90 58 06 04 2008 1418 164 45 28 5 87 50 64 58 05 07 2008 507 H4 34 1 90 14 91 48 040372008 2784 288 71 28 10 51 99 43 31 5 Period Total 8 429 36 Estimate or Average T Any adjustments made to Billed Amounts are included unless usage
10. Ext 4580425 for Kim Copyright 2005 2006 Alliant Energy Corporate Services Inc Privacy We re on for you Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 8 ALLIANT ENERGY Searching for a Customer Account Searching for a Customer Account Overview You can search for customers who are in the Alliant Energy database You can retrieve any account if you have the account number and first initial of the last name unless the account has been blocked If the search locates the correct customer information the agent needs to complete a Customer Authorization form to ensure the customer has provided legal authorization to the agent to view the account This authorization is good for all agents under the same parent agency Steps 6 Onthe Customer Search screen enter the Customer Utility Account _3 number and the First Initial of their last name and click on the 2222 button Example of Customer Search Screen Energy Assistance Center Customer Search You are logged into Energy Assistance Center as Kim Baxter Testing Log Off Customer Search To provide review energy assistance for an Alliant Energy customer enter the customer s account number Customer s Account Number fo Format 999999 999 First Letter of Customer s Last Mame NN search Clear Figure 5 Customer Search Screen Note You must enter the complete accoun
11. Information includes Payment Arrangement A payment plan setup with the customer to help the customer pay past due amounts arrears and avoid being disconnected A value other than None denotes that the customer 18 currently on a payment plan Arrangement Amount The customer s current contracted budget amount which includes catch up payments to clear previous past due amounts Est Budget Estimated monthly amount to cover future utility bills under the Budget Billing program CA Status A payment plan setup with the customer to help the customer pay past due amounts arrears and avoid being disconnected A value other than None denotes that the customer is currently on a payment plan 14 The 42 icon will take you to a screen that describes each of the display fields in this section Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 14 3 8l ALLIANT ENERGY Viewing Customer Account Information Bills amp Payments Tab Amount Due is 520 00 and is Due on 11 21 2008 Bills amp Payments Summary Printable Version Posted Source Amount Balance Account Summary 11 05 2008 Bill 187 34 1 380 01 Current 107 34 10 06 2008 Refund 25 98 1 192 67 Past Due 1 152 67 10 05 2008 Bill 205 66 51 208 68 10 03 2008 Payment 225 00 1 003 00 Merch Due 0 00 09 08 2008 Payment 200 00 1 229 00 TOTAL 1 380 01 09 08 2008 Bill 243 10 1 429 00 08 0
12. Password has expired Note Passwords expire every 60 days If that is the case you will receive this error message Validation Error You must correct the following error s before proceeding The Agent ID was not found or the password may incorrect Please retype either the Agent ID or password You can also click on the Forgot Password link or contact Alliant Energy Note Once you receive a login error message you must enter your Agent ID using upper case letters e g EA00999 To protect the customer s information the sessions will time out after about 15 minutes of inactivity You will need to log back in with your user ID and password If that 1s the case you will receive this message Validation Error You must correct the following error s before proceeding You were logged off the Energy Assistance Center application because of inactivity Please log back into Energy Assistance Center Energy Assistance Center Forgot Password Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 37 K ALLIANT ma ENERGY Energy Assistance Center Energy Assistance Center Agency Desktop Agent Desktop Customer Search Manage Agent Account Agent Agreement Customer Service Center Common Links Troubleshooting Login to Energy Assistance Center to Log In Forgot your password a Review accounts Enter notes a Review history Eligibility Energy Assistanc
13. was also adjusted Figure 14 Cost amp Usage Detail Screen Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 18 ENERGY Adding Assistance Adding Assistance Overview This tab allows an agent to provide the customer with assistance in paying their Alliant Energy bill An agent can provide assistance with no expectations of the customer or you can require the customer to pay co pay an amount by a certain date If the customer does not meet the conditions then no assistance is applied Bills amp Payments Y cost Usage B add assistance W History B Assistance f Co Pay Referral Add Energy Assistance 7 Co Pay Enter the energy assistance amount your agency is agreeing to provide the above customer After entering the amount click Continue Assistance Information Today s Date Movember 05 2008 Assistance Amount CE ____ Format xxxx xx Customer Payment Requirements Is customer required to make a payment to receive this assistance Amount customer must pay t ____ Farmal Due Date for customer s payment Agent s Name kim Baxter Testing Figure 15 Add Assistance Screen 1 If the customer has received assistance within the last week or is participating in other EAC programs the details are displayed above the Assistance Information bar With this information an agent can better determine the needs of the customer I
14. 7 2008 Bill 245 28 1 194 90 Pledged Assistance History Amount Source Agency Agent 10 03 2008 CAT 24 250 Mo Enrolled ES Lisa Yang 10 03 2008 225 00 Electronic payment today from customer ES CA Lisa rang Mare CAT entries reflect what the customer will be paving monthly It does not reflect any cazh assistance given to the custamer Alliant Energy CB Current Bill Figure 11 Bills and Payments Tab 15 This tab includes information about the current amount owed and due date for the customer s next bill a warning section a summary section of the three most recent bills and payments at this location a record of pledged assistance for the most recent three months and the customer s current Alliant Energy mailing address Note There is a Printable Version hyperlink available on this screen if you want to keep a printed record for your customer file Warning message Amount Due 15 474 00 and is Due on O3 fz43 2008 16 gt Warning Disconnect Notice Exists this Account for 03 25 2008 lt A warning message will appear see above picture if there is a service change request disconnect notice pending disconnect or service has been disconnected See list of warning messages on page 16 Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 15 ALLIANT ENERGY Message Displayed Warming Disconnect Notice exists on this account for MM DD Y Y Y Y lt
15. Center lm H SECURE 6 SITE 2004 03 04 Questions For support on EAC please e mail Energy4 ssistance alliantenergy com ar use aur Contact Us farm If you need to talk with someone or MINNESOTA call Paul Kaestner 641 437 5364 for WISCONSIN call Kim Baxter 6808 458 0425 Toll free 1 800 521 1725 then Ext 4375363 for Paul or Ext 4580425 for Kim Copyright 2005 2006 Alliant Energy Corporate Services Inc Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 5 K ALLIANT mi ENERGY Getting Started The Learn More page will display Energy Assistance Center Learn More and Sign Up Energy Assistance Center Overview The Energy Assistance Center is a website for authorized agencies within the Alliant Energy service territory Agencies have the ability to review a customer s usage and payment history as well as nate a customer s account for a promise to pay Requesting Access In order to request access please complete the Contact Us form indicating that you would like access We will then respond ta your request within two business days Return to Login Figure 2 EAC Learn More Screen 2 If you are a new user click on the Contact Us link and the following screen will display Use this to submit a request for access to the EAC site Energy Assistance Center Customer Service Center If vau have questions about the Energy Assistance Center p
16. NERGY ASSISTANCE CENTER USER AGREEMENT A Service of ALLIANT 213 ENERGY AGENCY INFORMATION Agency Name AGENT INFORMATION Name of Individual Requesting Access to Customers Account Job Title Are you a full time or part time employee of the Agency O Full time O Part time FOR OFFICE USE ONLY Agency has signed agreement Username Temporary Password C Yes CJ No AGENT AUTHORIZATION am an Energy Assistance Agency agent within the Interstate Power and Light Company service territory authorized to issue energy assistance to Alliant Energy customers will view only accounts am authorized to view will use this for official energy assistance purposes only am aware that my usage may be monitored to ensure compliance with Alliant Energy s legal and privacy polices NE See Copyright amp Legal Notice and Privacy Policy FM 0402 A 07 06 Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 48 ALLIANT ENERGY Energy Assistance Center Contact Information Energy Assistance Center Contact Information For Customer Service questions about particular accounts that cannot be answered from the website Contact Alliant Energy Customer Service Center agents by e mailing customercare alliantenergy com For questions about the website send an e mail to enerqvassistance Q alliantenerqv com Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guid
17. T gt f ENERGY Using the History Tab 7 Click on Customer Remarks on the menu bar to view or print any customer remarks a Bills amp Payments Cost amp Usage m Add Assistance History Disconnect History Customer Remarks Customer Remarks Printable Version i Add Customer Remark 11 01 2006 izA Enrolled OMOS2007 General 04 24 2007 izA Enrolled 05 1 6 2007 CAt Enrolled 10 1 6 2008 CAt Referral Remark Letter 10 Day Kari Mot eligible far CA nat referred Lisa Yang Late Payment Letter 10 DayLisa Yang Sent Letter REMOVED FROM PROGRAM Lisa Yang Already Enrolled in CA Carol Midthur Results 1 5 aut of 5 sorted by relevance Remark is temporary or is pending and has not yet been added to the Alliant Energy customer database Figure 22 Customer Remarks History Screen 8 To add a note click on the Add Customer Remark button The Add Customer Remark screen appears Figure 23 Add Customer Remark Screen Bills amp Payments Y Cost amp Usage Add Assistance 3 History Disconnect History Customer Remarks Add Customer Remark Customer Credit Remarks entered today will appear as pending until they are added to the Aliant Energy customer database Today s Date Agent Type Remark cave Cancel Classification AGENCY USER MANUAL Energy Assistance Center Guide 11 06 2008 Kim Baster select Mo re
18. ce 7 Co Pay 4 Referral Energy Assistance Revier Your agency is agreeing to provide the above customer with energy assistance according to the amount listed below Please verify the amount and then click Add Assistance Assistance Information Change Today s Date Movember 06 2008 Assistance Amount E 100 00 Source of Assistance Church Fund Customer Payment Requirements Change Is customer required to make payment to receive this assistance Amount customer must pay UE Due Date for customer s payment Agent s Name kim Baster Testing a Agg Assistance Figure 17 Energy Assistance Review Screen 3 The Energy Assistance Review screen allows the agent the opportunity to take several actions Change the information by selecting one of the links This will take you back to the previous page with the information still in the fields Cancel the transaction by selecting the Cence button This will take you back to the previous page with the fields blank Complete the transaction by selecting the d ssistence button 4 The agent will receive a final screen confirming the Add Assistance transaction You can use F inicable Version tink to obtain a printed copy Note If the customer has a disconnected meter or a disconnect notice a warning message is displayed The funds being provided will not stop a disconnection or cause service to be reconnected Contact Alliant Energy to han
19. ce Center contact screen appears Energy Assistance Center Energy Assistance Center Customer Service Center Agency Desktop Agent Desktop If you have questions about the Energy Assistance Center please e mail us at EnergyAssistance alliantenergy com or use the form below to contact us Customer Search Indicates required information Manage Agent Account Agent ID Agent Agreement Customer Service Center m od Report Energy Theft E mail Logoff Prona Example 608 123 4567 Aam ____ comma Unes Comments Questions Name Figure 27 Customer Service Center Web Form 1 Use the left navigation panel to select Customer Service Center 2 Your Agent ID and Name are pre populated Enter your e mail address a contact phone number and your Comments Questions Click to forward this form Report Energy Theft 4 If an agent wants to report an Energy Theft you can select Report Energy Theft under Customer Service Center in the left navigation panel This will display a web form that you can submit either with your contact information or anonymously 5 Click Submit to send the form to Alliant Energy Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 30 ENERGY Customer Service Center The Report Energy Theft page appears Energy Assistance Center Customer Service Center Report Energy Theft Energy thef
20. customer This is found on the Common Links page Energy Assistance ENERGY ASSISTANCE CENTERICAt PROGRAM npn CUSTOMER AUTHORIZATION FOR Center ACCESS TO ACCOUNT INFORMATION H i ALLIANT SA eren CUSTOMER INFORMATION Customer ne pet a ms moocesr the GAT Wisconsin Power aod Light Company Account Mummies customer Addrezz CUSTOMER AUTHORIZATION hereby authorize pAgency Wamel to obtain information from energy supplier Wisconsin Power and Light Company about my account s including household energy use payment history and other relevant account information and in the event that am deemed eligible for referral to the CA Program to disclose such information to the CA Program staff at Energy Services Inc or its successor for the purpose of assisting with energy assistance services understand that may terminate this agreement at any time by calling this agency at understand that may refuse to allow access to my account information but such refusal may limit ability to obtain energy assistance services customer a3lgnature Prone Numbsr AGENCY HOTES Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 47 3 ENERGY Appendix Example of request form to add a new user to the EAC website for your Agency This is found on the Common Links page Energy Assistance Center E
21. customer s account number Customer s Account Number Format 999999 999 First Letter of Customer s Last Pp The following customer account was found to match the criteria you entered To view the customers account to enter authorization click the Account Number Figure 8 Customer Pili t 12 If a customer account number changes you will receive the following Warning message if you try to log in using the old account number gt Warning Account number of the customer has changed to 687520 001 Use the new account number to view this account lt Figure 9 Warning Message Account Number Changed Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 12 ALLIANT u ENERGY Viewing Customer Account Information Viewing Customer Account Information Customer Account New Customer Search Customer Name Account Information Assistance Information Service Address Type Residential Heating Source None Account Status Active Budget Billing Account Number Service Amt 193 00 Help Telephone Number Began 07 03 1998 Payment Life Remark Ma Arrangement None CA Status Enrolled hd Brad Add Assistance History Bills amp Payments Cost amp Usage Summary Bills amp Payments Pledged Assistance Amount Due is 5270 00 and 15 Due on 11 21 2008 Bills amp Payments Summary Printable Version Posted Source Amount Balance Accoun
22. customers you are working with that require action Click on the column name to change the sort order You can fiber the Agent Acton List by hrst selecting a Program then an Achon then deck Filter 09 23 03 Customer Account s Customer Names are listed in this area CA REFERR ASSIGNED COPAY PENDING CA DOWNPA PENDING DOWNPA PENDING 11 01 03 11 03 03 rm 11 11 03 11 11 03 Records 1 5 Remove Checked Accounts From List Figure 24 Agent Desktop Screen 2 The customer names can be sorted by clicking on the heading names Due Date Account Name Program Action or Disc Activity 3 Youcan also use the Program filter box to focus on certain groups of customers You can filter by program to view e All Programs e General e Co Pay You can filter by action to view accounts for General Follow Up Co Pay Defaulted Co Pay Received Co Pay Pending 4 If you check the box beside the customer s name and click on the Remove Checked Accounts From List button the account will snooze or be removed from the agent s action list for one day It will reappear the next morning unless another action has taken place to permanently remove the account Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 27 K ALLIANT ENERGY Using the Agent and Agency Desktop Customer Activity List 5 All accounts an agent has worked on but re
23. dle these situations 5 This transaction will generate a note on the customer utility account with the transaction details The customer will also be added to the Agent Desktop list and the Agency Desktop list However the account will not display on these lists until after nightly processing Add Assistance with a Co Pay Requirement 6 To add assistance with a co pay requirement see Figure 15 Enter the Amount of assistance Enter the Source of Assistance Answer Yes in the Customer Payment Requirements field Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 21 K ALLIANT dams ENERGY Adding Assistance Enter the Amount of the required payment Enter the Due Date of the customer payment Note The Due Date for a customer s payment cannot go beyond 30 Aad Assistance days into the future or past the disconnect date if there is one Click Continue Repeat Steps 3 4 CA Referral 1 Select the Assistance tab and then select the CA Referral tab to refer the customer to CA Customer Account PRIEBE amp JILL Account Information 1221 SOUTH 11TH STREET Tvpe Residential PRAIRIE OU CHIEN VI 53821 Account Status Active 2520 Service 390865 024 Began 07 03 1998 Phonei 606 412 1074 Life Remark Bills amp Payments Y Cost amp Usage B Add Assistance CA Referral CA referral Use Customer Search to vi
24. e navigation tools on the left side of the page Initial Agent display screen including navigation links on the left side of the screen Figure 4 Initial Agent Display Screen Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 7 ENERGY Getting Started 2 0 ALLIANT Mah ENERGY Search EMEN Home About Us Utility Services Non Utility Careers Investors Newsroom Community Environmental Contact Us Energy Assistance Center Energy Assistance Center Agent Desktop Agency Desktop Agent Desktop You are logged inta Energy Assistance Center as Kim Baxter Testing Lag Off Customer Search Manage Agent Account duc Mese Agent Action List w view List Customer Service Center Logoff T Below 15 a listing af the customers you are working with that require action Click an the m column name ta change the sort order You can filter the Agent Action List by first selecting a Program then an Action then click Filter Program Action No Program selected yet Customers found matching the search criteria Remove Checked Accounts From List 4 Questions For support on please e mail Energy ssistance alliantenergy com or use aur Contact Lis farm If vau need ta talk with someone far IOWA ar MINNESOTA call Paul Kaestner 641 437 5364 for WISCONSIN call Kim Baxter 608 458 0425 Toll free 1 800 521 1725 then Ext 4375363 for Paul ar
25. e 49 ALLIANT mE ENERGY Version History Version History Version Names Date Comments Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 50
26. e Center is available to Alliant Energy authorized agencies within the Alliant Energy service territory Learn more or sign up for Ener Assistance Center Figure 33 EAC Initial Login Screen 1 If you forget your EAC password use the vour passwort tink on the initial login screen Classification AGENCY USER MANUAL Energy Assistance Center Guide January 2009 38 ALLIANT ENERGY Troubleshooting The Forgot Password screen appears Energy Assistance Center Forgot Password Answer Secret Question In order to access the Energy Assistance Center you need to enter your agent ID and answer your secret question You must then enter a new password If you forgot the answer to your secret question you will receive login instructions in an e mail ta your e mail address an file Figure 34 EAC Forgot Password Screen 2 Enter your Agent ID and click Note You must enter your Agent ID using upper case letters e g EA00999 The Answer Secret Question screen appears Energy Assistance Center Forgot Password Answer Secret Question In order to access the Energy Assistance Center vou need to enter your agent ID and answer your secret question You must then enter a new password If you forgot the answer to your secret question you will receive login instructions in an e mail ta your e mail address an file Agent ID 00730 This 15 not my agent id Secret Question company I Forgot My Answ
27. enter Energy Assistance Center Agency Desktop Agency Desktop Agent Desktop You are logged into Energy Assistance Center as Andrew Burch Training Log Off Customer Search Manage Agent Account Agent Agreement Southeast IA Customer Service Center gent Action List View List Logoff Below is a listing of the customers you are working with that require action Click on the column name to change the sort order You can filter the Agency Action List by first selecting an Agent then a Program then an Action then click Filter Program ALL ALL Atan vot deu yet Filter Records 1 25 of 371 Gotopage 1 2 3 4 next page gt f Disc Program Action Activity Agent Customer Account and ICP RECEIVED Rhiannon Name M CO PAY DEFAULTED Jennifer M CO PAY DEFAULTED Annette Re Figure 26 Agency Desktop Screen 9 This list can be filtered to look at customers on Agent Action Lists or to look at all customers who have received assistance through this agency by using the Customer Activity List In addition you can filter the list by a particular Agent Program or Action Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 29 K ALLIANT m ENERGY Customer Service Center Customer Service Center Overview This option displays a web form to email comments or questions to the EAC Alliant Energy contact The Customer Servi
28. ents Cost amp Usage Y Add Assistance Disconnect History Customer Remarks Add Customer Remark Customer Credit Remarks entered today will appear as pending until they are added to the Alliant Energy customer database Today s Date Agent Type Remark pave Cancel Classification AGENCY USER MANUAL Energy Assistance Center Guide 12 05 2008 Kim Baxter Testing CA Froactive Agreement with Customer v Proactive Agreement with Customer Call phone is aut of service Customer missed appt Customer scheduled appt Funds Available January 2009 43 ALLIANT ENERGY Scenarios Scenario 3 A customer qualifies for additional funds and you want to notify Alliant Energy You can easily notify Alliant Energy of additional funds and notes will automatically be added to their utility account It is not necessary to call unless a disconnect order is scheduled for today Any information on a disconnect order is displayed on the Bills amp Payments tab for example see Figure 11 Add the additional funding information on the Add Assistance tab Enter dollar amount to be paid by the Agency Select the source of funds from the drop down box If the customer is not required to pay anything to get the funds select NO e If the customer is required to pay something select YES and complete the remaining fields Note If the customer has a disconnect notice you will not be able to set the co
29. er Figure 35 EAC Answer Secret Question Screen 3 Verify the Agent ID is you and enter your Secret Answer 4 If the Agent ID is not you click on the 11515 not my agent id tink to return to Figure 34 so you can enter the correct Agent ID 5 Click Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 39 ALLIANT ENERGY Troubleshooting The Reset Password Screen appears Energy Assistance Center Login to Energy Assistance Center Reset Password Please reset and remember your password far future Energy Assistance Center access After vou enter a valid new password you will have access to Energy Assistance Center ____________ Choosing a password New Password Confirm New Password Figure 36 EAC Reset Password Screen 6 Enter a password following the password guidelines a t must be between and 15 characters a Itcant have any spaces a The only acceptable punctuation ar special characters are period hyphen underscore apostrophe and at sign _ 7 Enter the password again to confirm and click Update 8 Your password is changed and the Agent Desktop screen will display Forgot Secret Answer 9 If an agent forgets their Password and their Secret Answer click on the Forgot My Answer link see Figure 35 This message screen will display and a temporary password will be sent to the e mail address on file for their Agent ID Energy Assistance Cente
30. er and to disclose SUCK information to te CAT Program Stal at Energy Services Inc or successor explained that would ab aln information about ihe customers accounts ac nacta hausshald anergy ue paymanmi history and other relevant accoun information for he Purpaose af assiszimg wiih energy assziglance Cra sirim a i i94 Compe Cbin rira Soir Anha r DC LT ete ee le nine o ed fo Ir ee G5 We Anat ered ue er Please Isten to the following statement and when am finished please respond with Yes No answer YOU may refuse the following statement by saying NO but such refusal may limit your ability to obtain energy assistance services You may terminate this agreement at any time by calling this agency at eo Lo You to obtain additonal information from your H parap energy supplier Wisconsin Power and Light Company about your accountis Including your household anergy use payrmiernz history and other relevant account Information tar the p rgaoass af assiszing wi energy azssLance services Do Vou autmartze ta disclose such Agee Information to the CA Program saff at Energy Services Inc ar successor YES Y Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 46 K ALLIANT 3 ENERGY Appendix Example of Customer Authorization Form to be signed by the
31. ew a different customer Classification AGENCY USER MANUAL Energy Assistance Center Guide History Mew Customer Search Assistance Information Heating Saurce Mone Budget Billing Amt 195 00 Payment Arrangement Mone A4 Status Enrolled January 2009 22 ig ENERGY Using the History Tab Overview This tab allows an agent to review the customer prior disconnect history with Alliant Energy and review or enter customer remarks On the menu bar there are two options for the type of history you want to view Credit History or Customer Remarks You will see 12 months of history The code definitions are listed on the bottom ra Bills amp Payments Cost amp Usage Y add Assistance History Disconnect History Customer Remarks Disconnect History Printable Version Disconnect Status Enralled in Disconnect Date Current 1 2 3 4 5 6 7 9 10 11 M M M M M M M M M Legend M Notice Sent D Disconnected Enrolled in C4 Disconnect Figure 21 Customer Credit History Screen The Credit History information provides a snapshot of the information Alliant Energy uses to determine credit worthiness of a customer It also identifies if they have been disconnected for non payment within the past 12 months Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 23 1 ALLIAN
32. f there is a warning message see picture on page 20 you may still enter multiple grants The warning is to protect against duplicate enteries Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 19 3 ENERGY Adding Assistance n Jf Bills amp Payments Cost amp Usage Add Assistance History Assistance 7 Co Pay Add Energy Assistance Co Pay Enter the energy assistance amount your agency is agreeing to provide the above customer After entering the amount click Continue Warning This customer has received Assistance within the last week Figure 16 Recent Assistance Alert Add Assistance Only 2 Enter the Assistance amount Enter the Source of Assistance e Source of Assistance Choices include Church Fund Electronic payment today from customer FEMA GEAP Hometown Care Keep wWisc am LIHEAP LIHEAF Crisis OTHER FB Crisis Payment Today tram Customer Fledqe Cancelled Private Non pratit Fublic Benefits salvation Army Eligible Assistance Funds Available Mot Eligible Select No on the Customer Payment Requirements field Click Continue The Energy Assistance Review Screen appears Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 20 ALLIANT ENERGY Adding Assistance Bills amp Payments Y Cost amp Usage B Add Assistance History h Assistan
33. ill English 71 1297 Taking Control of Your Energy Bill Spanish 71 1279 Hometown Care Energy Fund English 71 1229 Hometown Care Energy Fund Spanish 71 1287 Heating Cooling and Comfort Measures Rebates 71 1078 INFORMATIVE BROCHURES Be An Alliant Energy Kid 71 1168 101 Ways to Save Energy 71 0777 Heating Your Home 71 0675 Weatherizing Your Home 71 0668 Alliant Energy Welcome Book English 71 0988 Alliant Energy Welcome Book Spanish 71 1267 Appliance Operating Costs 71 0943 Your Budget Billing Utility Bill Explained 71 1280 AGENCY STAFF BROCHURES Customer Assistance Overview Guide 110680 Customer Assistance Agency Handbook 108807 Energy Assistance Center Overview Guide 109560 Copy of this User Manual 3 Anon line copy of this user guide New User Request Form 4 The form used to request access for a new employee FM 0403 A A copy of this form is in the Appendix Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 33 ALLIANT 3 ENERGY Manage Agent Account Manage Agent Account Overview This option allows an agent to view information about their Agent ID and change their password Navigate to this screen by using the Manage Agent Account Jink in the left navigation Energy Assistance Center Manage Agent Account Agent Information Below is the information specific ta your User ID Mame Kim Baster Testing CA Title Alliant Energy Phone Number
34. ing Authorities Features Use this site to access customer utility accounts View client information e Energy Usage e Customer Payment History e Customer Arrears e Current Bill Due Date and Amount e Disconnect Information Document the client s utility account with e Dollar amount of grants e Funding source of grants e Amount and date of any required customer payments e Promise to Pay remark is automatically created Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 4 K ALLIANT mi ENERGY Getting Started Develop lists to monitor clients you re working with e Use the Agency Desktop feature to view all accounts that agents in your agency are working with and track customer required payments e Use the Agent Desktop feature to view only accounts you are working with and track customers required payments Provides your Agency with information for the entire LIHEAP Program Year Log into the EAC Website 1 Use the Energy Assistance Center web page to request access to this site EAC Login Screen with enrollment link Figure 1 EAC Login Screen Energy Assistance Center Login to Energy Assistance Center tn Log In m Review accounts m Enter nates Forgot your password Eligibility Energy 4ssistance Center 15 available to Alliant Energy authorized agencies within the Alliant Energy service territory Learn more or sign up for Ener Assistance
35. lease e mail us at Energy ssistance alliantenergy com ar use the form below to contact us Indicates required information etna UU Eure _____ O Phone Example 608 123 4567 Comments Ouestions 3 The agent ID is set up by the EAC administrator The administrator will notify the agent with the login ID and temporary password 4 When an agent logs into the system using the temporary password they will be asked to change the password confirm the new password and create a Secret Question and Answer Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 6 K ALLIANT 3 ENERGY Getting Started Note The password will be good for 60 days Temporary Password Change Screen Energy Assistance Center Change Temporary Password The password you entered is a temporary password and must be changed before you can begin using Energy Assistance Center agent ID EADDA1U Old Password Neve Password cwnarnd J Confirm Wew Pacsvrard Choosmu a secret question 5Prrek ANS Wer secret Question OO Cancel Figure 3 Change Password Screen Note The Secret Question and Secret Answer are used if an agent would forget their password 5 The following screen will display allowing the Agent to search for specific customer accounts work from existing lists or use any of th
36. mark selected January 2009 24 ALLIANT ENERGY Using the History Tab 8 Depending on the Type of remark you select select the most appropriate pre formatted remark message Some remarks will also create a note on the customer s utility account e Co Pay remarks include Payment Released Co Pay v Payment Released Co Pay Payment Not sent Co Pay failed Remove from my Desktop Report e General remarks include Proactive Aqreement with Customer Call phone is out of service Customer missed appt Customer scheduled appt No Funds Available Application Denied Application in progress Alliant Energy is secondary vendor Applied but over income Called Customer Customer Approved tar GEAP funds Mat eligible far not referred Under 200 Fed Poverty vare Deposit Called lett message Called no answer Final call atternpt Brochure Returned Forwarding Address Letter Returned Forwarding Address Customer Moved forwarding address given sent letter ta the Customer Fublic Housing Client Fublic Housing Terminated section 6 Client section 6 terminated Payment today tram Customer Add to Online Customer Monitoring List agreement with customer Weatherization Application in Progress Proactive Agreement with Customer w 9 Click on to complete this step Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 25 ALLIANT
37. on for that long 19 If you select 2 ink in the Pledged Assistance History section you will see a listing of assistance pledged during the past 24 months For example Classification AGENCY USER MANUAL Energy Assistance Center Guide January 2009 16 1 ALLIANT gt f ENERGY Bills amp Payments summary Bills amp Payments Summary Posted 11 05 2008 10 06 2008 10 06 2008 10 03 2008 09 08 2008 09 08 2008 i Cost amp Usage Source Bill Refund Bill Payment Payment Bill Bill Classification AGENCY USER MANUAL Energy Assistance Center Guide Bills amp Payments 17 Amount 187 34 25 94 205 55 225 00 200 00 243 10 245 28 Viewing Customer Account Information Y Add Assistance E Balance 1 1 1 1 1 1 1 eo History Pledged Assistance Amount Due is 520 00 and is Due on 11 21 2008 Printable Version Account Summary 197 34 1 182 67 290 01 182 67 208 66 003 00 220 00 426 00 164 90 Current Past Due Utilities Merch TOTAL 0 00 1 380 01 More Figure 12 Expanded Pledge Assistance History Screen January 2009 ALLIANT ENERGY Viewing Customer Account Information Cost amp Usage Tab m Bills amp Payments Cost amp Usage Add Assistance Y History Cost and Usage History Access cost and usage history Number Description Service History 012871881 Meter
38. pay due date for the customer later than the disconnect date dl ul Bills amp Payments Cost amp Usage Add Assistance History Click Continue to review the pledge LAr CIN ONG Assistance Ca Pay Referral Add Energy Assistance Co Pay Enter the energy assistance amount your agency is agreeing to provide the above customer After entering the amount click Continue Assistance Information Today s Date December 05 2008 Assistance Amount Format sxss gx Source of Assistance Hometown Care bs DateTime Picker Micr Sic Customer Payment Requirements Minimi Is customer required to make a payment ta Mo December receive this assistance December ME gt Amount customer must pay t e December 2008 meme Ma Tu We Th Fr Su Due Date for customer s payment B 1 2 4 Bw o 10 11 12 13 Agents Kim Baxter Testing Se e Click Add Assistance on the review screen to complete the pledge Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 44 ALLIANT ENERGY Scenarios Scenario 4 You need a copy of the customer s Bill amp Payment History or Cost amp Usage information Use the Printable Version tink to load a perfectly formatted screen for you to print the information displayed on your screen Scenario 5 You need to call Alliant Energy to discus
39. quire no action will be listed on the customer Activity List Energy Assistance Center Agent Desktop You are logged into Energy Assistance Center as Andrew Burch Training Log Off Customer Activity List Below is a summary of the customers you have provided assistance to and who still have an active authorization with your agency Click on the column name to change the sort order Records 1 2 Acct Pay Disc Account No Name City Bal Last Pay Arrang Activity rl MT 373 88 12 12 07 Customer Account PLEASAN EY KEOKUK 2 64 O9 12 07 2nd and Names Recor Remove Checked Accounts From List Figure 25 Agent Desktop Customer Activity List 6 This list can be sorted by any title on the heading bar 7 Youcan also check the box on the left and select the Remove Checked Accounts FromLst button to snooze the accounts see Step 29 Agency Action List 8 Accounts where any agent within the agency has made an Add Assistance pledge on or Made a Customer remark will appear on this Action List The Agency Action List allows an agent to look at all accounts that are on an Action List for all agents in their agency Use the left navigation panel to access the Agency Desktop List Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 28 K ALLIANT in ENERGY Using the Agent and Agency Desktop The Agency Desktop list of accounts appears Energy Assistance C
40. r Forgot Answer We will be sending you e mail to your e mail address record This e mail will include a temporary Energy Assistance Center password and login instructions If you have questions please contact the Customer Service Center Figure 37 EAC Forgot Secret Answer Message Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 40 ALLIANT ENERGY Scenarios Scenarios Overview The EAC website provides you with tools and information to handle many of your questions when working with a client Use it to Scenario 1 View 18 months of Bills amp Payment History Pledge funds to Alliant Energy Pledge customer co payments to Alliant Energy and track customers payments Send defined notes to Alliant Energy e g Application in Progress LIHEAP Approved Determine if a customer has defaulted on a utility payment agreement Print screens of payments assistance pledged cost amp usage or notes for your records Customer is enrolled on the CA program You want to check the status of a customers account The website allows you to view the client s CA status Customer Account Customer Name Service Address Account Phone Mew Customer Search SY Account Information Assistance Information Type Residential Heating Source None Account Status Active Budget Billing Amt 234 00 Service Payment nep Began 11 18 2005 Arrangement None 4 _ Life Remark Ma
41. s a Payment Arrangement If you are working with a customer situation where you need to call Alliant Energy you need to be sure you have obtained authorization from the customer whose name is on the account before you call Because of Alliant Energy s privacy policy we are unable to share information unless permission has been given by the person who has their name on the utility account Permission may be obtained in one of three ways signed LIHEAP application Alliant Energy approved verbal authorization Alliant Energy approved signed authorization To make things as quick as possible when you call be prepared to tell us the following Your Name and Agency Name Name of Customer you are calling about and that you have their permission to discuss the account The Customer s utility account number Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 45 K ALLIANT came ENERGY Appendix Appendix Example of Verbal Customer Authorization Form This is available on the Common Links page Fne Assistance ENERGY ABRIETANCE CENTERICA PROGRAM Center RECEIPT OF VERBAL CUSTOMER AUTHORIZATION RECEIPT OF VERBAL CUSTOMER AU THOR TATION ihat on this date shoam requested that authorize o bo obtain additional Information from his ner energy suppiler ee o Wisconsin Power and ight Company from the records maintained by ihe energy suppli
42. t Summary 11 05 2008 Bill 187 34 1 390 01 Current 10 06 2008 Refund 25 99 1 182 67 Past Due 10 06 2008 Bill 205 66 1 208 66 10 03 2008 Payment 225 00 1 003 00 Merch Due 09 08 2008 Payment 200 00 1 228 00 TOTAL 09 08 2008 Bill 243 10 1 428 00 Bill 245 28 1 184 90 Mare Figure 10 Customer Information Screen Indicative Information 13 The top portion of the screen includes basic information about the customer s account The information will vary depending on the specific customer Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 13 3 8 ALLIANT ENERGY Viewing Customer Account Information Customer Information includes Name Customer s First and Last Name Address Property address where Alliant Energy is providing utility service Account Number Customer s Alliant Energy account number Phone Contact phone number on record with Alliant Energy Account Information includes Type of utility customer Residential Farm Commercial Account Status Status of the customer s utility account gt Active Open account currently being billed gt Inactive Account is closed Service Began Date customer started their utility service at this address with Alliant Energy Service End Date customer ended utility service at this address with Alliant Energy only displayed when applicable Assistance
43. t is the illegal practice of manipulating ar bypassing natural gas and electric means to avoid paying for some ar all of the service used ar obtaining service through fraudulent means e g putting service in a child s It s very dangerous and it means honest customers end up footing the bill for theft losses You can help by notifying Alliant Energy when you see or hear of potential energy theft Your Identity will remain anonymous and the information you provide will be treated confidentially Complete and submit the form below to report energy theft If you would rather please call our Energy Theft Hotline at 1 800 391 3680 Indicates required information Theft Information Date you first heard of or noticed l the possible theft Example MMOD AY or 02 28 2006 Name of person suspected of energy theft ar fraud Suspected steet address State Wil ow ES n Contact Information How would you like to repart this Mh 9 Repart Ananvmausly eft Report with My Contact Information Theft Information Is there anything else we should Figure 28 Report Energy Theft Web Form Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 31 ALLIANT ENERGY Common Links Common Links Overview This resource page lists a variety of web links that would potentially be useful to an agent or when working with a client The links are set by the EAC administrator Energy Assistance
44. t number including dashes Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 9 ALLIANT ENERGY Searching for a Customer Account Complete an approved Customer Authorization form and keep it in your files See the Appendix for examples Options include Wisconsin e Customer Authorization for Access to Account Information o Alliant Energy Form FM 0405 o Signed by the Customer e Receipt of Verbal Customer Authorization o Alliant Energy Form FM 0407 o Signed by an Agency Representative e State of Wisconsin Energy Assistance Application LIHEAP 8 The first time you access a customer account you must indicate the type of authorization you have in your files 9 Verify the customer name and address are for the correct account 10 Click Note A remark will be added to the customer utility account to record that this agency has authorization to view the customer s information what type of authorization is on file and the date it will expire Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 10 ALLIANT ENERGY Searching for a Customer Account Customer Authorization Example of the Customer Authorization Screen Energy Assistance Center Customer Search Authorization required In order to view this customer account your agency must first obtain autharizatian from the customer Enter the authorization details below After the authorization has been en
45. tered any agent at your agency will be able to view this customer s account Account Number Customer Account Customer Name Customer Name Address Premise Infarmatian 3 JANESVILLE WI 53548 3773 Agency kim Baster Testing Agent s Name ESI C4 Today s Date November 2008 I acknowledge that I have obtained the above authorization far this customer and have necessary forms on should they be requested by Alliant Energy SEVE Cancel Figure 6 Customer Authorization Screen Customer Authorization Types include AE Signed Auth Expires 11 06 2009 AE Signed Auth Expires 11 06 2009 Auth Expires 17 06 2009 A Auth Expires 17 06 2009 Collection Auth Expires 17 06 2009 Vil wwe SUPPL AP Expires 11 06 2009 Vil 2009 LIHEAP Expires 09 30 2009 Figure 7 Customer Authorization Options 11 The next time you search for this customer s account you will have an opportunity to change the type of authorization on file Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 11 K ALLIANT ENERGY Searching for a Customer Account The Customer Search Result screen appears with a hyperlink option Energy Assistance Center Customer Search You are logged into Energy Assistance Center as Kim Baxter Testing Log Customer Search To provide review energy assistance for an Alliant Energy customer enter the
46. tuation or special characters are period hyphen underscore apostrophe and at sign _ e Type the new password again to confirm e Click Update 3 If any other information needs to be changed use the contact information links at the bottom of the screen Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 35 ALLIANT ENERGY Agent Agreement Agent Agreement 4 Overview This section allows you to read the agreement you authorized when you originally applied to use the Energy Assistance Center The Agent Agreement appears Energy Assistance Center Agent Agreement I am an Energy Assistance Agency Agent within the Alliant Energy service territory authorized to issue energy assistance to Alliant Energy customers I will view only accounts I am authorized to view I will use this far only official energy assistance purposes in accordance with the amp gency Agreement I am aware that my usage may be monitored ta ensure compliance with Alliant Energy s legal and privacy polices Figure 32 EAC Agent Agreement Screen 1 Use the left navigation panel to view this screen and click on the Agent Agreement link Classification AGENCY USER MANUAL January 2009 Energy Assistance Center Guide 36 ALLIANT ENERGY Troubleshooting Troubleshooting If you have a problem logging into the Energy Assistance Center site it may be because you have mistyped your Agent ID or Password or because your
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