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Best CIS Implementation
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Level I Class
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PSE&G completed the largest,
most complex SAP installation in North America when a staunch system with
capacity for future expansions replaced a 29-year old CIS. The mobile system
is fully integrated with the CRM and billing systems. Savings from just a
single process change will total $1.5 million annually. |
Level II Class
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The sole electricity provider, Bermuda Electric Light
Company, Ltd. replaced a highly vulnerable legacy CIS with a system that fits
current and future technology needs, including a long-standing practice of
offering a discount for early payment. 30% of customer service personnel were
actively involved in the process. |
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Best Smart Infrastructure Project |
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Level I Class
View Video Summary
Duke Energy projects a 90%
service order budget reduction over five years after implementing Remote Order
Fulfillment (ROF). The enterprise-wide process handles remote orders for four
million meters in five states, providing services when customers want them.
The only cost – in-house IT labor – is projected to be recouped in two years.
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Level II Class
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The implementation of a robust smart
metering system and fully integrated billing system by the city-owned water
and electric utilities services allows customers to track and adjust energy
usage throughout the month before the bills arrive. The two services can also
see electric outages and identify water leaks. |
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Innovation in Customer Service |
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Level I Class
View Video Summary
Dominion chose Wiki-D, an
interactive knowledge management repository, to provide CSRs with consistent,
up-to-date information. It has improved response times and is now supported as
an essential business application warranting immediate response. End-users can
submit suggestions and process improvements using a “bright ideas” button.
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Level II Class
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Facing a third year of severe drought, the city water utility
capitalized on the water services director’s MDM background to develop a water
conservation system using data the city already collected. Water consumption
dropped by nine percent and residents felt they could work with the city
utility. |
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Innovation in Extending
a Legacy System |
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Level I Class
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The deteriorating economy accelerated a program to modify
NSTAR’s legacy system to support new functionalities. In 7˝ months, the
project extended the life of the system, came in $130,000 under budget and
included an immediate five-fold increase in successful payment plans. |
