Case response

Step by step

1. Report case Utility Coordinator

   Utility Coordinator records actual affected units and the reporting source. Keep the reported scope with the organization and area that owns the incident.

   • Utility Coordinator records actual affected units and the reporting source.
   • Updates Service cases

2. Triage scope Utility Coordinator

   Utility Coordinator checks organization scope, area and current revision. A stale revision or unmatched source identity stops the triage request.

   • Utility Coordinator checks organization scope, area and current revision.
   • Updates Service cases, Service areas, Organizations

3. Assign owner Utility Coordinator

   Utility Coordinator assigns an active team member. The selected owner needs active membership in the same organization.

   • Utility Coordinator assigns an active team member.
   • Updates Service cases, Team members

4. Review evidence Independent Reviewer

   Independent Reviewer approves or returns evidence for the current revision. The reviewer records a decision against the current source revision.

   • Independent Reviewer approves the current evidence revision.
   • Updates Service evidence, Review decisions
   ApprovalA person approves before the work moves on.

5. Confirm restoration Utility Coordinator

   Utility Coordinator records actual restored scope after source confirmation. Use the provider result and linked evidence before recording restoration.

   • Utility Coordinator records actual restored scope after source confirmation.
   • Updates Service cases, Service evidence

Utility Coordinator

, Independent Reviewer, Operations Manager.