Eastern Municipal Water District
California

Action/Info Item
4139

Customer Information and Billing System Replacement Informational Update

Information

Department:ContractsSponsors:
Category:Action/Info ItemMeeting Workflows:Board Admin Committee Workflow

Attachments

  1. Printout
  2. Presentation

Background

The District adopted a Triennial Strategic Plan for 2019 – 2021 with seven strategic priorities, including superior customer service.  The District’s goal is to consistently exceed customer expectations in all facets of the District’s services.  One of the District’s initiatives to meet this goal is implement industry-leading billing technologies that simplify and improve the customers’ experience while also improving efficiency.

 

In December 2017, the Board approved and authorized a professional services agreement with AAC Utility Partners LLC, for Customer Information and Billing System (CIS) replacement consulting services. Key staff members of the Customer Service department worked collaboratively with AAC Utility Partners on the selection of a new CIS system to replace the Districts aging, legacy system, COINS. After an eighteen month process to review proposals, evaluate systems and contract negotiations, District staff moved forward the recommendation to proceed with Cayenta CIS as the selected software. On July 3, 2019, the Board approved and authorized the implementation phase of the CIS project.  The Board directed staff to provide periodic updates on this key project. This informational presentation provides the project background, an overview of activities completed to date, key milestones accomplished and details of next steps.

 

Financial/Strat Plan/Enviro

FINANCIAL IMPACT:

None

 

STRATEGIC PLANNING GOAL/OBJECTIVE:

Customer Service Technology:  Implement industry-leading billing, communication, and other service deployment technologies that simplify and improve the customers’ experience with EMWD while also improving efficiency.

 

ENVIRONMENTAL IMPACT:

None

Recommendation

This item is informational only.

 

Meeting History

Nov 7, 2019 4:15 PM  Board Administrative Committee Regular Meeting
draft Draft
RESULT:REVIEWED AT COMMITTEE
Nov 20, 2019 9:00 AM  Board of Directors Regular Meeting
draft Draft

Mr. Howell and Mr. Kamweru provided a presentation on this item