I’ve been thinking about some more ideas recently, since the new billing platform really does have a LOT of potential. This one might be a bit more of a niche use case, but I’d be interested in thoughts.
As a member with Autism, I sometimes need some extra help to manage my account, so features such as the Priority Services Register, Implied Consent and Secondary Contacts can prove extremely useful.
While this is great for allowing someone else to contact OVO on my behalf and get duplicate copies of my bills, there might be times when it’s not appropriate to call the support team just for a quick question about my account balance or billing history. But there’s currently no other way to do that without accessing MyOVO.
And for security reasons, I can’t exactly hand over my login credentials for MyOVO either (that’s very unsafe!)…
For use cases like these (or possibly when you have a joint-account holder), something that might be handy would be the ability to grant some degree of access to MyOVO with a delegated set of permissions and dedicated user account with a different username/password to my own.
The idea here being that I can allow someone else to access my account on a self-service basis within MyOVO for the same sort of thing that I grant via Secondary Contact Non Financially Liable, but still keep my own credentials safe. Not sure on the best way to invite the second user (support team?), but that’s something which can be figured out later.
Tim has recently added a Alice as secondary contact to his OVO account with Non-Financially Liable privileges, in order to help make sure his account stays in good shape. Since Alice is a trusted carer, Tim is happy to allow Alice to access MyOVO, but doesn’t want her to fiddle with the Direct Debit. Tim is already on PSR and OVO is aware of his needs.
A newly added feature was added which allows Tim to add a trusted contact to MyOVO with a dedicated password, so he sets Alice up with this. It’s a newly built feature currently in Beta and only a few customers on the Priority Services Register have been invited to the trial, so Alice had to be set up manually by the support team, but a self-service option is coming in the future once the feature is made public. Alice and Tim also know that the feature is still a bit experimental and has a few rough edges right now, but they’re OK with that.
With her delegated account set up, Alice can keep an eye on Tim’s account in MyOVO and make sure the account stays healthy and that the bills are paid, but can’t misuse her access to drain his account by extracting refunds out of it. Meanwhile, Tim keeps his own login details safe and whenever he logs in, he’s able to access everything as usual.
Six months later, Alice moves on to a new job, meaning she no longer needs access to MyOVO. She calls up the support team just before leaving and asks to be removed from Tim’s account. Because this doesn’t affect Tim’s access and Alice is removing herself from a Non Financially Liable privilege level, the support team can action the request immediately and notify Tim later. Alice is removed from his account as a secondary contact immediately and her MyOVO access is disabled the following day, leaving only Tim on the account going forwards.