driving technology toward a digitally engaged customer · oracle cloud to oracle cloud (oic...
TRANSCRIPT
Transformational CX
A Modernized FoundationDriving Technology Toward a
Digitally Engaged Customer
Transformational CX
Abstract
Today’s utility customer is evolving from bill-payer to engaged utility partner, and
at the heart of this shift is digital technology and data. But the CIS systems of
yesterday weren’t built for the connected customer and devices of today.
Hear how Pasadena Water and Power is strategically laying a modern meter-to-
cash technology foundation—rooted in a legacy CIS replacement and AMI rollout—that connects data and devices across customer-facing operations to
delivery modern experiences that meet the evolving expectations of digitally
minded customers at the intersection of data, information, and empowerment.
Driving Technology Toward a Digitally Engaged Customer
Transformational CX
Agenda
About Red Clay
Pasadena Water & Power
Background & Pain Points
Discussion
Vision for the Future
Products & Partner Overview
01
02
03
04
05
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Pasadena Water & Power Department
A City-Owned Municipal Electric & Water Public Utility
01
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PWP Background
• Provides billing services for electricity, water,
sewer, refuse, and utility-related taxes
• Approximately 90,000 accounts
• Partner Departments: Public Works, Finance,
Dept of IT
FY 2017 Electric System Water System
Service Area Population 143,333 168,627
Number of Services 66,290 38,067
Retail Sales Revenue $176.7M $56.6M
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System Agility & Access
Specialized skills required
to support system
Separate, Custom Apps
used for work-arounds
Highly Customized
SystemLimited System
Reporting Capabilities
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• Real-time Actionable Consumption Data
• View/Pay Bills online via desktop or mobile
device
• Opt-in for paperless billing
• Model & forecast rate increases, bill impacts
Customer Engagement Needs
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• Ability to integrate to smart metering
technologies
• Faster lead-time for implementing
changes
Business Initiative Support
• Ability to track customer
communication preferences
• Present Time of Use data to
customers
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Vision for the Future02
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The Vision
CIS replacement is the first in a succession of automation projects to modernize the Utility and support a program to improve customer service.
CIS + CSS + EBPP (2018 – 2021)
MDM & AMI (2021 – 2024)
20212018 20242019 2020 2022 2023
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The Progress
July - 2017Needs Assessment conducted by TMG•26 Workshops•Evaluated options: upgrade or replace
•Finding recommendation to replace
June - 2019Selection of Products•Oracle C2M & OFSC•Accelerated Innovations CSS
•Paymentus Payment Processing
•Infosend Bill Print
•Council approval
October - 2019Selection of RCC as SI•Contract negotiations•Statement of Work (SOW)
•Approved by Council
May - 2018RFP issued•CIS Replacement
•Customer Portal
•EBPP & Payments
2017Internal Evaluation•Risks & Benefits
•Timeline
•Resources
Where are we now?
• Held Project Kick-Off
• Completed Fundamentals Training
• Discovery Sessions & Analysis
Workshops are ongoing
• Projected Go-Live: Q3 2021
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03 Products & Partner Overview
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Partnership Landscape
Make each other successful
Leverage experience, knowledge & tools
Shape the best path forward
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About Red Clay
About UsWe help utilities confidently meet the challenges of today and understand the opportunities of tomorrow.• +20 years of success, based in Atlanta
Core Competencies• Solely focused on utility industry• Zero-fail reputation• First Oracle Utilities Customer-to-Meter (C2M)
implementation
Scope• Prime and sole responsible party for the entire CIS,
CSS and EBPP solution implementation.
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TMG Consulting
About UsFounded in 1992Based in Austin, TXAdvisor for CIS Implementations
Core Competencies• Business & Technology Advisement• Project Management Services
Scope• Quality Assurance• Project Management for PWP• Testing Lead & Assistance
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Accelerated Innovations
About UsFounded in 2008Based in St. Paul, MNOver 100 MyMeter implementations in place or planned
Customer Base• Electric, Gas, Water Utilities• Coop, Muni, IOU• Residential, Commercial
Scope• Develop City of Pasadena branded portal.• Mobile application allows customers to make
payments and view billing information from a smart phone or tablet.
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InfoSend
About UsProviding Business Process Outsourcing Services since 1996 Critical document processing & handling for industries throughout the United States.Based in Anaheim, CA
Core Competencies• Document Formatting • Electronic Payments • Document Production
Scope• New bill design.• Customer option to select paperless billing with
automatic alerts to bill availability and due dates.
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Paymentus
About UsFounded in 2004Based in Charlotte, NCPremier provider of innovative, reliable, and secure electronic bill presentment and payment services.
Client Base• Utility, Telecom, Auto Finance, Insurance, Consumer
Finance and Health industries
Scope• Provides secure payments online with required PCI
(Payment Card Industry) compliance.
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Technology Overview
Oracle Cloud to Oracle Cloud (OIC Pre-Built Integration)
Customers
Oracle Field Service Cloud
(Saas)
MyMeter Self Service
(SaaS)
Customer to Meter (PaaS)
Field Work
Oracle Cloud to
PWP On-Prem
Oracle Cloud to 3rd
Party Cloud (AWS)
PaymentusOracle Cloud to 3rd Party Cloud
(Integration Accelerator)
InfoSend
Itron FCS
GIS
Tyler Financials
PWP Collections
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WHY RED CLAY CONSULTING04
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Why Red Clay?
Focus on leading utilities through
Transformation Programs1
Experts in C2M functionality2
Experience & knowledge of California water
conservation measures3
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Realizing the
Value of C2M
• Partner-Centric Model
• Implementation Approach
• Business Solution Focused
• Maximize the Power of C2M
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A Modernized Foundation
Partnering to Implement
the Vision.
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Jeremy MarquetteUtility Operational Technology Manager
Lynne PowersExecutive Director of Sales & Marketing
Committed to
delivering superior
customer services.
DISCUSSION