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Level I Class
View Video Summary
El Paso Electric needed a new
CIS to address pending regulatory requirements. The ‘Genesis Project’ not only
established a modern foundation for customer care operations, but allowed EPE
to address two major rate changes within four months of go-live. Significant
improvements in customer care include payment options, budget billing and auto
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Level II Class
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Saint Paul Regional Water
District needed a new CIS to serve the city plus eight surrounding
communities. The system selected was designed for ease of navigation and use,
making training and user adoption faster and easier. A trainer on-site during
changeover facilitated error recovery and reinforced end user training.
SPRWD customers now enjoy online payment options and access to
account information. |
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Level I Class
View Video Summary
SCE created Edison Smart
Connect in 2007 to implement AMI for residences and small businesses over five
years. Cash Stage 2 gave SCE interval billing capability but required a change
of all business processes to support deployment of the devices – all while
installing 8000-15,000 meters daily. SCE estimates a 1000 megawatt reduction
in overall peak consumption and cost recovery by rate payers within 20 years.
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Level II Class
View Video Summary
London Hydro worked with all
Ontario local distribution companies to leverage their collective buying power
in preparation for smart meter implementation. Executed over two years, the
complex project involved a cross section of engineering, ops, metering shop
and customer services employees plus external contractors for meter
installation, antenna towers and radio deployment. Gross savings of $1 million
annually will flow to consumers.
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Level I Class
View Video Summary
Northeast Utilities was the
first utility to implement advanced process management via deep transactional
analysis to measure how well the person-machine interface supported business
processes. Customer contact employees benefitted from immediate
technology-driven improvement. The system allowed NUS to drive consumer-based
technology solutions to improve efficiency 22%.
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Level II Class
View Video Summary
Customer service already had a wish list when Las Vegas
Water suddenly had 60 days to
implement a new online bill payment application. CS and IT
strategized to ensure compatibility with an outbound dialer project already
underway. Savings in the cost of processing payments was critical to success
as self-service website options generated a 31 percent increase in automatic
transfers and a 14 percent drop in face-to-face payments.
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