TECHNICIAN REPUBLIC

Technician Republic

Navigating through the system

Our system is designed to connect the Customer and the contractor (Technician). This connection is build through the entity called Vendor. We do not participate in the payment processing (between the Vendor and Technician), however we participate in and dispute cases and both (the Contractor and the Vendor) are rated in the system based on the ir performance, activity and quality of service.

The system operation is based on membership. Membership contains three multiple levels. Each level is based on a number of support requests (for PCQ) and number of Work Orders (tickets) generated per month.
Level 1- 3 is reserved for the Vendors and field contractors (which we also call Technicians).
Users of PC-QUILT (residential users) are assigned at Level 4 – 6 (depending on their membership plan).

Here is a typical scenario for system testing and data entry. This scenario is divided by the member roles. Let's start with presenting major roles in the system

That is:

• VENDOR
• TECHNICIAN
• CUSTOMER
• PC-QUILT CUSTOMER (PCQ)
• AFFILIATE
• PREFERED TECHNICIAN
• ADMINISTRATOR

For simplicity we will discuss role of PCQ CUSTOMER and PREFERRED TECHNICIAN in another section.

ACCOUNT CREATION

Before using the system user account must be created. Upon system account creation user role is selected from the drop-down list. Once the user is registered it has to be approved by the system Administrator. Once the account is approved the user must create a profile. Users without the completed profile will not be able access all information and system use will be limited.

User profile is based on the assigned role and may differ for corresponding roles.

CREATING USER PROFILE

Creating user profile is very straight forward. You simply complete profile form. Please note that the initial form has many sub items and they have to be completed. God example here will be user skills, tools, certifications, licenses, pictures, etc.

customer profile is very simple and can be completed in a matter of few min. Vendor and Technician profile must be approved. Please note that there are two types of Technician Profiles (roles). That is: TECHNICIAN and PRFERRED TECHNICIAN. Preferred Technician is a person who works directly for dPS and for most users this role will not apply.

VENDOR PREPARATION

Once Vendor profile is ready and complete they can supply additional data to complete (what we call: Helper Lists). For example: the vendor might assign their customers to certain groups. For that purpose the Vendor Groups must be created. Another example will be creating Vendor Regions. Vendor regions could serve the purpose of grouping Work Orders by region. Region could bu a country state, could the geographical area or city. The choice is yours. When the ticket is created it can be assigned to the region. If you wish not to use the regions, you simply create a basic region called “GENERIC” and you do not have to deal with it anymore. We suggest not to use country names for region names, as it might later become quite confusing.

SYSTEM LOOKUP LISTS

When creating your own Helper lists, you can also use System Lookup Lists. These tables are general tables which can serve as lookup to pick the data you need. An example here might be: Internet providers, Mobile phone providers, Government Agencies, typical Tool Sets, List of materials etc. As the system grows we will provide more and more of the Lookup Lists. This in turn will simplify your work and save you lots of time (of data entry).

TECHNICIAN PREPARATION

All registered technicians have a freedom to provide as much information about their service as they want. There is however bare minimum and incomplete profiles will not be able to apply for work.

The rule of thumb is that the more technical info you provide about yourself the more likely Vendor will offer you work and assign a ticket. All data counts. From skills, tools and certifications to work experience and references.

While creating Technician Profile you have our System Lookup Lists available. These lists allow to select and pick some data without tedious typing it. Thy are there for you to speed up your work.

Each member get his/her system ID assigned. This ID is listed in your profile. Please not, that neither your ID or system username cannot be changed, so pic your username carefully before submitting it to to our database.

If your Technician Profile has been created you can change it later to Preferred Technician by contacting us through Email.

CUSTOMER PROFILE

This profile is the simplest in the system and the purpose of this account is to allow Vendor customers to track assigned work. Good example here might be a customer who has multiple site visits assigned to the ticket. It could be 12 hr long assignment and the technician is require to record their work progress in the system, so the customer can track the assigned tasks.

Customers will fall into three categories and as such are registered in the system.

• Customers (these customers use the system as described above)
• Preferred customers (customers which are dPS customers, these customers cannot be used by vendors)
• Residential Customers (customers assigned to another part of our system called PC-QUILT)

AFFILIATE PROFILE

This is an internal profile which serves for the purpose of system marketing.

SUPPORT PROFILE

This is a profile for system support technicians, working through PC-QUILT

SYSTEM ADMIN PROFILE

This is a profile of system administration. Users with these credentials will basically serve as system support for our Technician Republic users (Vendors, Customers, Technicians, Affiliates and Pc-Quilt supporters).

VENDOR WORKFLOW

1. Registered and approved Vendor registers his customer. Once the customer is registered Vendor will create a Work Order. Work order will consist of all work details as location, tasks, tools, materials, contact info and more...
2. Once the Work Order is created it enters the QUEUE. This is it has assigned its status as “Created”. In order for the Work Order to be published and available to view by Technicians it has to be Published. Publishing the Work Order changes its status to “published”. Vendor can unpublish a work order at any time until it is not assigned. Once the Work Order is assigned Vendor must go through specific procedure to remove the assignment.
3. Each published order will collect Technician applications. They can request the WO as is, or they can offer different pricing, assignment time and/or date. They can apply for extra expenses as well. All of this is explained in the Technician Workflow section.
4. Once work order is assigned, each WO will have a site visit. If there is a need to several sequential visits to the site to complete the job, these visits can be added to the same ticket (Work Order). This allows to simplify work and avoid cluttering the system with unnecessary tickets. IF the secondary visit is to be charged at different rates, then the Vendor must create a separate Work Order for that.
5. Once the WO is completed (that is marked in the system as such) it show in Vendor “completed” queue. At this point the Vendor must wait for the Technician (contractor) to generate an Invoice.
   Once the Invoice is created and assigned to the ticket, it the time to approve the ticket for payment. Once the payment is completed both parties must mark the Work Order as “paid”.

If the Invoice is not marked as “paid” by both Vendor and the Technician, the resolution ticket can be created in the system (in the RESOLUTIONS section)

TECHNICIAN WORKFLOW

To narrow down the Work Orders and simplify work Technician can assign regions (i.e. States, or ZipCodes) where he./she wants to operate. These can be changed in the Technician profile at any time. Technicians can have as many ZipCodes as they want. Listed (published) Work Orders are shown based on these filters.

The Technician can apply for listed orders. There is an option to apply for work Order or create a counteroffer. The counteroffer is stored within the ticket. One Work Order can have many applications and many counteroffers. It is up to the Vendor to pick the best fit for the published job.

Once the contractor (we use this term exchangably) is accepted for the job, he/she must confirm the work (that is the time and date). If there is a need to reschedule the Technician must contact the Vendor to change the schedule through the system messaging. As a general rule the rescheduling can only be approved a day before the ticket is scheduled.

While on the job, the Technician must follow the instructions. If there are tasks to complete the contractors must access the system and mark the tasks. This feature applies only to our mobile system (not the desktop system).

When the ticket is completed the Technician will post notes, used materials (if any), and other possible expenses. All of these will be entered into an Invoice. The Technician will put his work hours, material costs etc into an Invoice. Once all items are completed the Invoice will be “published” and presented to the Vendor for payment.
When the Invoice is paid in full, the Technician will mark it as paid. The Vendor and the Technician (both) are obligated to marked Invoices as paid (if they were paid). The Invoice must its status change to “paid” no later than 30 days from the bank transaction completed. If the Invoice is not marked as paid by the Technician he will collect negative points. These points collect in the profile and once the limit is exceeded, this user will be blacklisted from the system.

The same applies to the Vendor. IF the Invoice is not paid, the Technician is required to create a dispute case in our internal ticketing system. Such a dispute record is attached to the Invoice and visible by the both parties.

Please note: our system does not participate in any financial transactions between the Vendor and the Technician.