jerry n. johnson, gm/ceo mujib lodhi, cio paving the foundation to success fy-15 it update...
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Jerry N. Johnson, GM/CEOMujib Lodhi, CIO
Paving the Foundation to Success
FY-15 IT Update
Leveraging IT to Enhance Business Performance:
Our Strategic Focus
An IT Strategy informed by fresh, holistic and business-driven thinking to deliver greater
efficiency and fully aligned with WSSC’s Strategic Objectives.
WSSC Core Functional Pillars
Build & Renew Plant and
Infrastructure
Water Filtration & Wastewater Treatment
Distribution, Collection &
Customer Service
Crosscutting Business Functions
WSSC’s core functional pillars provided the business context for our plan.
5-Year IT Strategic Plan – FY15 Summary
Recent Accomplishments (by Strategic Priority)
Interactive Voice Response System (IVRS) ePlan Review Online Bill Payment Customer Contact Center WSSC Mobile App Next Generation Phone System Field Service Management Customer Connect Contact Center Analytics
TEAMS – Asset Management Decision Support System Records Retention Schedule Cross Connection Management
System (CCMS) Firebook Hydrant Inspection App Valve Exercise Program* Asset Management Analytics* CIP Analytics*
Intelligent Mail Barcode Delinquency Reporting Revenue Remittance System Watershed Permits Financial Analytics*
HyLo Hydrant Locator App Electronic Security System (ESS) Security Incident Management System
Upgrade
Customer Service Infrastructure
Financial Stability
Facilities Information Tool (FIT) Industrial Discharge Control System CIP Portfolio Manager / Consent Decree
Management System Bay Restoration Fees
Environmental Stewardship
SLMBE Compliance System P-Card Reporting & Analytics Procurement Spend Analytics
Supply Chain Mgmt & Supply Diversity
Live Video Broadcasting eBoardroom Solution Outage Management Customer Notification System (CNS) Agency Project Coordination(APC) System
Employee Self-Service Applicant Tracking System HR. Position Control Performance Management System HR. Analytics Learning Management System
Workforce Management
Communications & Stakeholder Relations
Security & Safety
$
* Currently under development
Permitting Management System
Key Benefits:►Saves engineers over a month’s time waiting for reviews (reduces processing time from 8-10 weeks to 2 weeks)►24/7 Access to Review Status: Engineers and applicants can go online anytime to check on review status themselves – no calling or emailing!►Significant environmental savings, by reducing paper, printing, travel, and the time and costs associated with them.
For Every 100 Site Utility Plan Submitted Online, We Save: 80,000
Paper Drawing Sheets5
Tons of Paper 13
Trees
Customer Contact Center Optimization
Our Approach to Contact Center Optimization:Business Process Improvements InitiativeBenchmarking against Industry Best Practices (Muni. Utilities/All Indus.)
Establishing New Key Performance Measure (KPM)o Service level (SL): Answering 80% of calls within 180 secondso Answer Rate (AR): Answering 90% of all inbound calls and
minimize call abandonment
Organizational Alignment/Developmento Workforce Managemento Quality Management
Implement Customers Survey Module (to measure Customer Satisfaction)
“Delivering Excellent Customer Service”
Key Measure of Success
Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Target Q3/FY16
Target Q4/FY17
70%
75%
80%
85%
90%
95%
100%
Answer Rate
AR: 90%AR: 95%
Contact Center Optimization Progress.. Current Status
Customer Connect: Mobile App
Paper Process Paperless Process
FSA Tickets processed per day
FSA Ticket Processing Time
1200 Tickets
3 Mins/ Ticket 1 Minute per Tickets
> 800 Tickets
Overall Ticket Processing Time 2 Weeks 2 Hours
Ticket Printed per day (all depots)
800 Tickets
Zero Tickets
Since Launch, May, 2015
67,000 e-Tickets….
” To Serve Our Customers Better”
Online Bill Payment
Key Benefits:
► Totally free payment option for customers.► A single portal for customers to choose from the
option of paying and subscribing the e-bills online.► Flexibility for future eBilling format changes.► Environmental stewardship: saves on postage &
printing costs.
40¢front-end savings
per printed bill
Consider this...WSSC has approximately 460,000 customer accounts. If all customers switched to paperless billing, it would amount to over 1.2 million dollars in cost savings.
As of Dec. 8, 2015:
110,955 registered customer accounts: e-
Bill/e-Pay
147,215 registered customer accounts:
e-Pay
24%
31%
Online Bill Pay Stats : FY-15
Credit Card/ATM/ACH $57M253,182
$29M147,290
$1.8M12,215
$70M429,727
Mobile Bill Pay
e-Billing
Phone Pay
KIOSK 363 $75K
Payments Processed
$ Amount Processed
We accomplished much of this work with strong SLMBE participation
►Unbundling the contracts and utilizing BOAs allowed us to maximize SLMBE participation
BOA 1052 (current)
BOA 1067 (current)
BOA 1111 (new)
BOA 1124 (replacement of BOA 1052)
BOA-1052
► The Commission awarded approximately 32 separate task orders totaling $11.6 million. Of this amount, approximately $8.1 million was awarded to SLMBE firms.
70%
30%
BOA 1052: Task Orders by Prime Vendor
SLMBEMAJ
BOA-1067
► The Commission awarded approximately 72 separate task orders totaling $23.4 million. Of this amount, approximately $15.5 million was awarded to SLMBE firms.
66%
34%
BOA 1067: Task Orders by Prime Vendor
SLMBEMAJ
Rate Payers Money- Doing More with Less!
Vendor Product LIST/GSA/GOV Price WSSC Price Discount
► Daly CC&B SW $6,660,000 $1,064,000 84%
► Alliance ODI SW $1,741,000 $1,080,000 62%
► Alliance Eng. Sys HW/SW $1,897,000 $898,000 53%
► Alliance ERP SW $3,065,000 $1,067,000 66%
► Alliance ODI/Golden Gate SW $1,200.000 $729,000 60%
► CAS Severn Storage Sys HW/SW $3,297,000 $712,000 79%
► CAS Severn Storage Sys HW/SW $1,909,000 $1,088,000 65%
$19 M - $6M = $ 13M
Sampling of Recent Cost Saving/Benefits Realized
Thank You! Any Questions?
Interactive Voice Response System (IVRS) ePlan Review Online Bill Payment Customer Contact Center WSSC Mobile App Next Generation Phone System Field Service Management Customer Connect Contact Center Analytics
TEAMS – Asset Management Decision Support System Records Retention Schedule Cross Connection Management
System (CCMS) Firebook Hydrant Inspection App Valve Exercise Program* Asset Management Analytics* CIP Analytics*
Intelligent Mail Barcode Delinquency Reporting Revenue Remittance System Watershed Permits Financial Analytics*
HyLo Hydrant Locator App Electronic Security System (ESS) Security Incident Management System
Upgrade
Customer Service Infrastructure
Financial Stability
Facilities Information Tool (FIT) Industrial Discharge Control System CIP Portfolio Manager / Consent Decree
Management System Bay Restoration Fees
Environmental Stewardship
SLMBE Compliance System P-Card Reporting & Analytics Procurement Spend Analytics
Supply Chain Mgmt & Supply Diversity
Live Video Broadcasting eBoardroom Solution Outage Management Customer Notification System (CNS) Agency Project Coordination(APC) System
Employee Self-Service Applicant Tracking System HR. Position Control Performance Management System HR. Analytics Learning Management System
Workforce Management
Communications & Stakeholder Relations
Security & Safety
$
* Currently under development