Centralized Management Services

Dawn MalinowskiWisconsin Public Power IncSun Prairie, WI

Overview WPPI Background Current Services First Step Software Hosting Data Acquisition IT Services Benefits Challenges Keys to Success Lessons Learned

WPPI

Municipal Joint Action Agency Formed in 1980 43 member municipalities 80 employees – 14 field, 66 office Peak demand – 1,000 MW 160,000 customers in Wisconsin, Iowa &

Michigan

WPPI Structure

Board of Directors Executive Committee Advisory Groups Staff

Current Services

Hosted Software– Billing/CIS– Finance & Accounting– T&D Joint Purchasing– Helpdesk, support and training

Data Acquisition

Current Services (cont)

Network Support Services– Purchase– Design– Server and workstation replacement– Patch management– Security– Email– Joint purchase of Web Site hosting– Joint purchase of virus protection software

The First Step

Need for electronic communication Corporate Communications Advisory Group

– Review RFP and proposals– Costs passed through wholesale rates– Establish technology standards

Software HostingThe Beginning

Environment in 1998– Retail deregulation expected in 3 years– PSCW Segmentation– Y2K approaching

Created Billing and Accounting Task Force– 10 members– Establish guidelines for members to implement

technology to enable them to compete in a competitive market

Software HostingBAT Force Recommendations

Benefits of working together– New systems expensive– Why should each member bid & implement

separately, especially if WPPI can benefit as well– Network already in place

Presented to Advisory Group and Executive Committee– Directed to develop scope of work– Establish funding mechanism

Software HostingImplementation

Service Bureau approach Funded from transmission refund and member equity Members participate in software selection WPPI provide on-going hardware & software support Maintenance costs allocated across members

Software HostingParticipation

31 members on Harris– 170 users

30 members on Solomon– 125 users

Data AcquisitionThe Beginning

Aging meters Postcard bills Direction from Rates and Delivery Services

Advisory Group

Data AcquisitionParticipation

Provide Time of Use billing data Web access to load data for wholesale and

large customers Some metering & billing services to augment

member staff Interrogate & translate 204 customer meters

for 21 members

IT ServicesThe Beginning

Lack of dedicated IT staff at member locations

Local resources limited High turnover at local resource – lack of

continuity “Connected” to WPPI network

IT ServicesParticipation

20 members participate on some level Over 500 email and WAN users Well over 100,000 email messages

processed weekly $33,300 purchases YTD

BenefitsMember

Applications now affordable Back end support

– Backups– Disaster recovery– Database administration and maintenance– Upgrades and patch management– Testing

BenefitsMember (cont)

Customize participation level Share costs

– Hardware– Software– Maintenance

Data Acquisition– Daily interrogation– Web access to load data

BenefitsMember (cont)

Hosted Software– Modular– Workshops and user groups– Shared reports– Dedicated support and training staff– Web access for electronic bill presentation and

payment, financial and budget information

BenefitsWPPI

Common platform Common data structure Access to data used for other member

services

Challenges

Staffing– Never enough– Right combination of technology and customer

service

Managing expectations of management and end users

Keys to Success

Member involvement and participation Projects strategically or technologically important Address member issues

– Equity– Autonomy– Expectations

Good Communication– People– Technology

Keys to Success

Manage expectations Select projects based on value Cost sharing methodology up front

Lessons Learned

Collaborative projects are always bigger than anticipated

– Management– Coordination– Staffing

Don’t Underestimate– Time commitment– People’s reluctance to change

Lessons Learned (cont)

Building Block Approach– Wide-area-network

Upgrade networks and workstations email and internet service

– Hosted Software– Network Services

Communications Support– Promotion

Lessons Learned (cont)

Ground work with management Management support Services agreements Internal Project Management