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Customer Information System Replacement Project Update
January 4, 2012
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Technology Strategic Goals
10 year goal – Employ state-of-the-art technology to maximize reliability and customer service.
3 year goal – Maximize the use of technology to improve utility operations.
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Utility Billing for Electric, Water, Sewer, Refuse, UUT
• 400 users in 3 major departments
• 111,000 bills monthly
• $32,000,000 avg. monthly revenue
• 60,000 monthly customer contacts
• 400 Internet Service Requests per month
• 12,000 Credit Card Payments per month
• 180,000 service orders per year
Customer Information System - Facts
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Replacement 1999 • Successful Implementation
• Timeline: May 1997 – October 1999 “Go Live”
• Y2K conversion, Increase functionality
2010 – Approval to procure new CIS
• AAC Utility Partners – Selection Consultant 2012 – New CIS Awarded by Board
• $9,200,000 Project Cost
• Expected “go-live” July 2014
Customer Information System - Background
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Project Status
Project Kicked off July 1
Project Team assembled
Initial project training complete
Business process documentation complete
Project web-site fully functional
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Project Quality Auditor Review
Monthly review by consultant outside project team
Fourteen measures/metrics of project health
Reviewed by Management and Steering Committee
Includes specific recommendations
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Dashboard Key
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Project Dashboard
Project Integration Scope Mgmt Time Mgmt Cost Mgmt Deliverable Mgmt
HR Mgmt Knowledge Transfer OCM Risk Mgmt Quality Mgmt
Data Conversion Training Project Team Overall Project
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Project Summary
GENERAL COMMENTS
1. Great team – S&S and RPU!
2. All SOW requirements to date have been met
3. Problem areas easy to address
SIGNIFICANT UNADDRESSED RISKS
• RPU Team Assignments
• Risk Management
Change Controls: No Cost Changes: No Schedule Changes: No
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Next Steps
Business Process Design
Align Riverside practice to software functions
January – June 2013
Process and Software Testing
June 2013 – December 2013
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Recommendation
That the Board of Public Utilities
Receive and File this report.