INFORMATION TECHNOLOGY PROGRAM DESCRIPTIONS

Transcription

1 Page of INFORMATION TECHNOLOGY PROGRAM DESCRIPTIONS WEB ENABLEMENT Program Overview The current state of the company s web infrastructure is outdated and has fallen behind industry benchmarks. A cost-effective strategy is needed, focusing on empowering employees and making them more productive and better coordinating their activities. This initiative will allow the company to meet changing customer expectations in terms of Web technology. 0 THESL will invest in the Web infrastructure of the company to modernize the utility, improve customer services through the use of web communication, promote financial strength through enhanced cost effectiveness, ultimately generate benefits for the customer, and indirectly improve the health and safety of THESL employees by opening new web platforms to convey company standards and objectives. 0 These objectives relate to both customers and employees. The main focus for the customer will be the ability to use the web for self-service including access to customer Time of Use ( TOU ) data, and on-line educational and conservation materials. For the employee, a more efficient and effective platform will improve communication by enabling self-service applications for access to HR and benefits information, an enhanced interface to the Ellipse Enterprise Resource Planning system, and better dissemination of information, policies, and educational materials. Program Description This investment is required to identify and establish a defined approach to internal and external web enhancement projects. As a result of this project, a standardized list of

2 Page of software, hardware, applications, and development tools will be selected to achieve the business objectives stated below: Incorporate content management and portal tools; Apply and market new uses of the internet domain; Maintain a clear distinction between affiliates through the incorporation of and adherence to Affiliate Relationship Code ( ARC ); and Enable business owners to more effectively manage customer content. The Web enablement program focuses on Customer and Employee relationships. 0 Customers Areas of focus will include: Self Service, Communications, Transparency, Conservation and Analytics and Brand Management. 0 Self Service, Communications and Transparency Helps to enable the efficient implementation and optimizes the effectiveness of Customer Relationship Management ( CRM ) initiatives. The following features are included: Using Smart Meter data, will allow users to view their up-to-date TOU information, promoting demand management. Through Outage Management System ( OMS ) integration, allows for the sharing of real-time information with customers (e.g., updates on outages) improving customer satisfaction and communication during emergency and recovery situations. E-care suite containing self serve features e.g., the ability to manage bills online including viewing bills, payment, updating personal information, viewing payment history resulting in fewer customer calls.

3 Page of Outbound system, a cost-effective way of communicating with the customer, for example Conservation initiatives and tips, participation in Demand Management program. Rate application postings will improve transparency between company and the public. Offering content to customers in other languages. 0 Analytics and Brand Management will enable the efficient capture of individual customer consumption histories, the consolidation of such data, its analysis and interpretation. This will allow customers to be segmented according to consumption profile, and ensure the effective alignment and deployment of THESL service offerings to customer needs. Employees The aim from an employee perspective will be to maximize the overall effectiveness and productivity of the work force. Areas of focus will include: Self Service, Workflow Improvement, Engagement and Communication, Business to Business ( BB )/Business to Customer ( BC ) and Dissemination of Information. 0 Self Service will create effective and efficient features via the Internet by having a single point of access, improving user-friendliness and navigation. This will include the following features: Procurement interface to order business cards, name plates, etc. Staff-administered data input features - vacation requests, personal information updates, expense claims, etc. Customer Service Representative access to Smart Meter TOU information and E-care

4 Page of Online dashboards for both employee and executive Key Performance Indicators (from OMS, Customer Information System, etc.) 0 Workflow Improvement will enable overall improvement of work force productivity through better communication and coordination. This includes: Back-office improvements such as Enhanced Ellipse User Interface will enable staff to administer data efficiently; Collaborative working environments through real-time communication from crew-to-crew or employee-to-employee; and Online sharing of project status and information. Engagement and HR Communication will improve service to existing employees and attract future staff. Features include: Online training videos; Online access to material, which employees require, such as news feeds and trade journals; and Modified careers website. 0 BB/BC will improve efficiency and effectiveness of projects with the City of Toronto, other utilities, suppliers and other organisations via enhanced supply chain capabilities. Proposed improved features include: Fleet maintenance procurement purchase of vehicle parts directly from suppliers; Plant locates through Ontario One Call, outside contractors have direct access to THESL plant information; and Utility attachments Collaboration with other utilities via joint ventures will be facilitated.

5 Page of Dissemination of Information will enhance the individual s ability to source information in a timely fashion. Areas targeted will include: Regulatory Compliance; Corporate Governance and Policies; Reporting Environment, Health and Safety ; and Contact info/search. 0 Program Costs The total cost of this program is $. million over three years. Table : Program Costs ($ Millions) Web Enablement 00 Test 00 Test 00 Test Total Hardware Software Labour Total Benefits Stronger relationship between THESL and its customers and employees; Conservation promotion; Alignment with industry benchmarks; Measure increased labour productivity through employee empowerment, workflow improvement, coordination and collaboration; Improved Customer service and HR efficiencies through self-service offerings; and Overall optimization of the efficiency and effectiveness of THESL.