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Modernizing Drainage Customer Service

Proposal for a comprehensive drainage customer service information system to improve utility charge transparency and service efficiency, with cost savings and future technology integration. Key functions for customers and department included. Strategy to implement Infor CIS replacing WCIS, enhancing billing services, customer service effectiveness, and operational efficiency while reducing maintenance costs. Detailed implementation timeline provided.

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Modernizing Drainage Customer Service

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  1. PROPOSED DRAINAGE CUSTOMER SERVICE INFORMATION SYSTEM Item 8 on February 23, 2011 Council Agenda Item 50 on March 2, 2011 Council Agenda DRAFT

  2. OVERVIEW • No impact on the General Fund • FY 11 costs funded by storm water budgetary savings • Needed regardless of how drainage charge is billed • Leverages current and future technology investments

  3. FUNCTIONAL REQUIREMENTS • FOR CUSTOMERS– provide web accessible capability to: • review drainage utility charge determinations • request verification and correction • monitor status updates • request an appeal hearing • FOR DEPARTMENT—provide functionality to: • Automatically receive and track all service requests via web, fax, mail • Leverage use of existing investment in Oracle and Infor technology • Establish foundation for future expanded use of these tools for other business processes (i.e., UCS billing, code enforcement, 311, etc.)

  4. CIS MODERNIZATION STRATEGY • GOAL • Replace 25-year old Water Customer Service System (WCIS) with industry leading Infor CIS by Dec 2012 • BUSINESS IMPACT • Improved Billing Services • Improved Customer Service Effectiveness • Improved Operational Efficiency • ESTIMATED COST • ESTIMATED COST REDUCTION FOR WCIS • Net Maintenance Cost Reduction: $450,000

  5. IMPLEMENTATION TIMELINE Begin Technology Development Begin Billing Drainage Utility Charge System Procurement and Installation Starts Begin Processing Correction Requests City Council Approval Complete System Implementation Begin Appeal Hearings Begin Collecting Drainage Utility Revenue

  6. PROPOSED DRAINAGE CUSTOMER SERVICE INFORMATION SYSTEM Item 8 on February 23, 2011 Council Agenda Item 50 on March 2, 2011 Council Agenda DRAFT

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