Utility Software Contract. Town Council Meeting July 19, 2017

Transcription

1 Utility Software Contract Town Council Meeting July 19, 2017

2 Initial Thoughts Major Undertaking $26M Annual Billing and Payments Significant Changes in Our Entire Process Create a New Account Setting a Meter Reporting 18 Month Implementation Period 2

3 Current System Acquired as a Part of the QC Water Company Acquisition in K Accounts Originally Purchased in 2002 for 2,500 Accounts Intended to Service Maximum of 10K Accounts 3

4 Current System (concluded) Shortcomings Not Designed for Current System s Number of Accounts (26K) nor Buildout of System of 70K Only Billing Does Not Interface to Other Software Systems (i.e. General Ledger) Support and Maintenance No Longer Provided by Vendor 4

5 Identified For Replacement Need for New Utility Billing Software Identified in: IT Strategic Plan (February 2016) Mejorando Group Report (July 2016) Heinfeld Meech Draft Report (May 2017) 5

6 Spring 2016 Process Needs Assessment Completed Identified Needs 1. Billing and Payment Systems 2. Inventory System 3. Mobile / Field Capabilities 4. Integration with Other Software 6

7 Process (continued) Summer 2016 Request for Proposal (RFP) Issued Fall Responses Received Cross Functional Town Staff Team Reviewed Proposals 3 Firms Were Selected for Interviews Winter 2016 Selected Advanced Utility Systems Negotiated Contract Elements and Price 7

8 Outcomes 1. Improved Customer Service Online, Real Time Access to Account Activity and Information Daily CSR Activities Easier and More Efficient New Account Creation Account Termination Billing Information Service Requests Update Account Information Scan Bar-Code Payment Coupons at Payment Counter 8

9 Outcomes (continued) 1. Improved Customer Service (continued) IVR (Interactive Voice Response) Allowing Customers to Hear Account Information, Update Contact Information, and Make Payments Outbound Features Allow Town to Communicate Mass Messages to Customers Use Online Portal for Service requests Paperless Billing, New Account Setup, Disconnect Services, Track Progress and Request Completion 9

10 Outcomes (continued) 2. Improved Billing and Payment Systems Volume Today: $26M Annual Revenues Buildout: $70M Annual Revenues Estimated Improved Quality Control Improved Reporting Interfaces with General Ledger Automated Refund Process for Closed Accounts 10

11 Outcomes (continued) 3. Improved Efficiencies Automate Current Manual Processes Monthly Billing 2 days reduced to just hours Staff able to stay logged into system during billing cycle Field Staff Generate Service Orders 1 step process No duplication of efforts 11

12 Work Order Example CURRENT SYSTEM Manual Process Field Staff uses separate software Customer Service Staff copies and pastes information from Creates average of 1,800 work orders/month Closes 1,800 work orders (2 step process) ADVANCED SYSTEM Automated Process Field Staff will access software in field via IPads Customer Service Staff will not be involved in process Estimated savings of 1,000 hours/year for Customer Service Staff Field Staff manages Service Order Process 12

13 Outcomes (concluded) 4. Integration Integrated Inventory System Water Meters, Garbage and Recycling Carts Warranties, Replacement Program Integrated Meter Reading Integrated Mobile (Field) Work Order System Integrated with Geographic Information System (GIS) Integrated Credit Card Processing 13

14 Contract Price: Item License Fees $1.463M Service Fees (6,150 Hours at $175 per Hour)* and Reimbursables Contract Price Amount $ 232K $1.231M $1.463M *3 FTE s Assigned to Contract *Major elements Include Project Management ($210K, 1,200 Hours); Installation and Configuration ($328K, 1,870 Hours); Other Interfaces ($200K, 1,140 Hours); Data Conversion ($105K, 600 Hours); and Process Evaluation ($101K, 580 hours) 14

15 Total Project Cost: Item Contract Price $1.7M Amount $1.463M Estimated Vendor Fees Related to Integration (i.e. Meter Reading, General Ledger)* $198K TOTAL PROJECT COST $1.7M FY BUDGET $1.8M * Includes approximately 20 items, most of which are individually under the $25K Council approval requirement. 15

16 Estimated Timeline: 18 Months Date Milestone July 2017 Contract Approved August 2017 March 2018 Process Evaluation Create Interfaces (i.e. GL) Data Conversion April June 2018 Testing July 2018 September 2018 Training October 2018 December 2018 Parallel Processing January 2019 Go Live 16

17 Recommended Motion Move To Approve: 1. A Contract to Purchase a Utility Software System in an Amount Not to Exceed $1,463,128 from Advanced Utility Systems; and 2. Carryforward Expenditure Authority of $1,831,500 from the FY Budget to the FY Budget for the Estimated Total Project Cost; and 3. A Funding Transfer from the Solid Waste Operating Fund to the Water Fund for its Portion of the Estimated Total Project of $129,700 17

18 Questions and Comments 18