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IIAC Working Group on Standards and Applications 20 June 2000

IIAC Working Group on Standards and Applications 20 June 2000 Customer Care and Billing System Water Supplies Department Paul Whitmore Consultancy Associates Ltd 2117 7111 whitmore@calglobal.com Project Objectives

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IIAC Working Group on Standards and Applications 20 June 2000

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  1. IIAC Working Group on Standards and Applications 20 June 2000 Customer Care and Billing System Water Supplies Department Paul Whitmore Consultancy Associates Ltd 2117 7111 whitmore@calglobal.com

  2. Project Objectives • To identify functional and technical requirements to implement the CSP to allow the WSD to deliver customer focused services and realise the one stop shop concept • Identify the services to be delivered electronically to support the HKSAR government’s Electronic Service Delivery (ESD) initiative • To identify the options and make a recommendation • To estimate the associated costs and benefits of the system • To devise a plan for implementation • To define the framework for IT outsourcing

  3. WSD Context Diagram

  4. Customer Service Processes CUSTOMER CONTACT PROCESS RESPOND TO CUSTOMER INVESTIGATE ACCOUNT CTEC FITS CARBS CTEC IVRS BILLING & COLLECTION PROCESS WIS OPEN ACCOUNT PRINT BILL RECEIVE PAYMENT DEBT RECOVERY CLOSE ACCOUNT WIS WIS TES CREDITS WIS GDNS CA3 CWAS WIS REGIONAL SERVICES PROCESS METERING WORK SITE CHECKS NEW SUPPLY READ METER EMRS HHD ANEWS WMMS MSS WORK NOTES WOS ISIS IMJRMS Mandatory process activities Optional process activities (depending on circumstances)

  5. Organisation Structure andRoutine Operations • The current structure is a product of history and reinforces the old ways of doing things • Customer service is fragmented across four divisions, so lacks focus and accountability • HQ and regional customer activities are not integrated • The close links with Government for provision of staff and services impact on efficiency and flexibility • Old systems and bureaucratic procedures have led to functional working and heavy ‘back office’ staffing • Full management of complaints is not practiced

  6. Functional split

  7. Vision of future use of I.T. • A fully integrated customer information system which automates many of the current manual ‘work arounds’ • Electronic document distribution and storage • On-line comprehensive information for all staff dealing with any customer contact method (phone, letter, face-to-face, ESD) • Choice of language for both external and internal interfaces • Caution needs to be exercised when promoting customer service facilities

  8. Evolution v. Revolution • Process modification by:-- business process reviews (evolution)- business process re-engineering (revolution) • WSD’s process changes will not be revolutionary - more an evolutionary leap • WSD’s organisation structure requires a more revolutionary re-assessment

  9. The Customer Services Division

  10. Features • A new Customer Services Division • Single focus and accountability • Aligns HQ and regional activities • Process not functional structure • Customer Relations and Meter Test Laboratory are outside the structure

  11. Customer Contact

  12. Billing & Collection

  13. Regional Services

  14. Customer Systems Administration

  15. User Requirements • General Functions • Customer Contact Process • Billing and Collection Process • Regional Service Process • Application Management • Control, Security, Recovery and Audit • Constraints

  16. General functions • Y2K Compliant - leap years • Language • Integrated • Letter Writing • Electronic Document Management System • Reporting Tools • Standard Addresses • ESD

  17. Customer Contact Process • Customer Contact Management • Service Orders

  18. Customer Contact Management • Complaint Management • IVRS • Access Control • Technical Complaints • Water Supply Suspension Information • Building/Street name database • Enquiry Record and Referral

  19. Service Orders • Create and modify • Initiate Work Orders • Automate Letter Production • Track Progress • Automatic Distribution • Reporting

  20. Billing and Collection • Billing for water and sewage services • Bill processing and production • Revenue collection • Debt recovery

  21. Regional service • Meter reading • Meter management

  22. Application Management • System management • User interface

  23. Control, Security, Recovery and Audit • Authorised access • Data retention • Reconciliation • Recovery • Audit • Data Integrity

  24. Constraints • Equipment • WAN • One workstation/desk • Imaging, EDM, workflow • Interfaces • LAFIS • CTEC • HHC • GIS

  25. Constraints continued • Procedures • revision and documentation of processes • Input/Output • Payment processing • Operational • Y2K compliant • Outsourcing supplier available • IT section structure

  26. Constraints continued • Business organisation and policy • funding at right time • process not function • change of culture • break from traditional IT support • change in certain procedures cleared by ICAC

  27. Constraints continued • Staff Issues • User involvement • Training • IT literacy • Customer centered skills

  28. Integration/Interfaces • CTEC • EDM • ESD • EMRS • Payment Processing • GIS • IMRJMS • Autopay • Bill print file

  29. System Configuration

  30. Data Sizing • Network Sizing • Assuming time taken to download 4 x A4 images of text • Customer Centre Less than 1 second • Regional Office, Mongkok 22 seconds

  31. PC Sizing • Component Minimum Configuration • CPU PII 350 • RAM 64 MB • Hard disk 1GB • Monitor SVGA (800 x 600) • Total number required 431

  32. RFI Objectives • Assess the availability of suitable software package solution in the market; • Provide an indicative cost of the software solution • Identify vendors for further demonstration

  33. RFI - Language Support • No package comply with all the language requirements • Most packages can accept double byte character input • Chinese GUI interface is not supported by any package • Vendors will need to asses their future commitment before tender published

  34. INSTALMENTS MISCELLANEOUS CHARGES APPOINTMENTS REPORTING TOOL REFUNDS TES SURCHARGES PERFORMANCE MEASUREMENT METER READING/ ROUTE MANAGEMENT GIS DISPLAYS BILLING & COLLECTION SYSTEM METER MAINTENANCE WORKFLOW & IMAGING IVR/ACD/CALL MANAGEMENT DEBT RECOVERY PAYMENT PROCESSING LETTER WRITER NEW APPLICATIONS BULLETIN BOARD DEPOSITS BILL FORMATTING FACILITIES SERVICE ORDERS ESD APPLICATIONS COMPLAINTS REGISTER FAULT INFORMATION AND REPORTING

  35. Towards the Target Gradual Improvement Quality Councils, Team Empowerment Completion of Organisation Changes Document Management Effectiveness New Customer Care System 99% 95% Organisation Changes Start from day one 5 Years x Years

  36. How the new system will enhance the new structure (1) New systems New structure New skills New culture New culture Time

  37. Dependencies • Integrated IT at every workplace • Image/workflow for document management • Culture change • HR issues (civil service, re-training) • Communication • Training

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