BC Utilities Commission – Complaints & Compliance Management Process Upgrade

The BC Utilities Commission (BCUC) is an independent agency of the Government of British Columbia responsible for regulating BC’s energy utilities, the Insurance Corporation of BC’s compulsory automobile insurance rates, intra-provincial pipelines and the reliability of the electrical transmission grid. The Commission works to ensure BC residents get value from their utilities with safe, fair, and reliable energy services, as well as basic auto insurance rates. As part of a multi-phase technology platform refresh to improve regulatory compliance and customer service, BCUC was looking to transition the complaints management process to Dynamics 365 and support that with efficient workflows and decision support via dashboards and reports.

In 2018 ITK developed the required record keeping and workflow automation for BCUC’s Complaints and Compliance functions, as well as the introduction of a SharePoint based intranet for the Commission. The Complaints system utilizes Dynamics 365 CE case management CRM capabilities to track submissions from input to resolution, linking stakeholders, related cases, and knowledge articles. The Compliance system tracks Commission ‘orders’ resulting from ‘proceedings’ and manages compliance requirements and the required submissions from regulated entities. 

More recently, ITK was called upon to fully automate all case management business processes by combining Dynamics 365, Portals, and SharePoint. The ‘Complaints and Compliance’ system now gathers public submissions from the portal, delivering queues of cases to BCUC staff for analysis and response. Workflow, alerts, and notifications are applied through the various business processes using D365 with the documentation stored in SharePoint. The transition to the Cloud continues in 2020-21, with multiple projects to enhance the case management workflow for the Complaints and Compliance systems, as well as launching a new submission portal integrated to the D365 repository to coincide with the enactment of the Fuel Price Transparency Act.

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