Digital Customer & Workforce Transformation Using SAP MCF and UI5 through Fiori David Head, Utegration (speaking on behalf of Barry Williams, BWWB)

Outline Program Overview Customer Engagement Highlights Mobius (Customer Self-service Portal) CFI: Correspondence Framework Infrastructure User Experience Spotlight Mobility: Field Services

Current Business and IT Systems Customer & Employee Layer Internet Presence Intranet Site Customer Web Self Service Info Mgt Layer Laboratory Information Management Systems Geographic Information Systems Executive Management Reporting Systems Customer Relationship Management Systems Transaction Layer SCADA Maintenance Management Systems Financial Management Systems Customer Interaction Systems Human Resources Management Systems Security Systems Infrastructure Layer Data Communication Systems Processing Systems Voice communication Systems

PHASE 2 OVERVIEW CUSTOMER ENGAGEMENT & USER EXPERIENCE Customer Self Service (Mobius) Contract Account Details Bill Overview Bill Presentment Payment Overview and Details Meter Reading and Consumption History Move-In/Move-Out/Transfer Requests Contact Information and History Customer Administration E-Mail Notification User Access Request Credit and Collections Credit and Collections Dunning Write off Collection Agency Bankruptcy and Lien Processing Payment Arrangements and Processing Security Deposits Financial and Receivables Management Integration with General Ledger and Controlling Modules Automatic GL determination Web Self Service Billing and Invoicing Residential and non-residential billing Flexible billing cycles Billing water and sewer Calculation of usage and flat charges and franchise fees Billing/invoicing validation Service Orders Mobility Field Services Real-time Mobile Information Access Mobile App for Service Order Execution and Completion Customer Service Device Management Mass parallel processing of batch jobs Billing and invoicing reversals Manual Billing Unbilled Revenue Reporting Consumption and Sales Statistics Budget Billing Business process exception management Print Workbench Bill output file generation Integration with Pinnacle Bill messaging initiation Outbound correspondence Reporting Reporting Data Models Defined Reports Billing and Invoicing Service Orders Service Order Creation Automatic Service Order Cancelation Print Workbench Customer Service (CRM IC Web) Customer Identification and Overview Customer Interaction Records Technical Location Data Contract Management Service Order and Disconnection Billing/Account Balance/Collections Overview Business Process Exception Management Misc. Processes CFI Correspondence Framework Infrastructure Device Management Device Movement Device Installation/Removal/Replacement Equipment Inspection Meter Reading/Validation/Monitoring Meter Read Routing

Customer Engagement: Mobius

Customer Engagement: Mobius The Mobius platform will allow customers to login and interact from any web browser via a computer or any mobile device

Customer Engagement: Mobius The Mobius Home Page displays a clean view of information and provides a responsive display for mobile device viewing

Customer Engagement: Mobius Customers can see a Summary of all their Contract Accounts

Customer Engagement: Mobius On the Home page, customers have the option to switch between their Contract Accounts by selecting the Contract Account from the dropdown

Customer Engagement: Mobius Customers can sign up for paperless billing

Customer Engagement: Mobius Customers can view both their bill history and payment history

Customer Engagement: Mobius Customers can view their balance due and navigate to make a secure payment

Customer Engagement: Mobius Customers will be able to view their Meter Reading and Consumption History

Customer Engagement: Mobius Customers can easily submit Move-in, Move-out, or Transfer Service Requests

Customer Engagement: Mobius Customers will be able view their interactions with BWWB such as web or IVR interactions

Customer Engagement: Mobius Customers will be able to easily manage their personal settings and information

Mobius DEMO

Customer Engagement: CFI

Customer Engagement: CFI What is CFI (Correspondence Framework Infrastructure)? A framework provided by Utegration within SAP CR&B to help manage and track Customer Correspondence (essentially letter or email communication to customers)

Customer Engagement: CFI CFI provides a mechanism for CSRs to send manual correspondence (emails or letters) quickly and easily from SAP

Customer Engagement: CFI An Admin Dashboard exists to control the management and monitoring of various correspondences (manual and automatic)

Customer Engagement: CFI The monitoring capabilities of the CFI Admin Dashboard allow for necessary tracking of correspondence transmittal status

User Experience: Mobility

User Experience: Mobility BWWB field services personnel enabled with Utegration s Mobility app will be able to access their assigned orders via a simple, user-friendly mobile application

User Experience: Mobility Order Types/Activity Type supported

User Experience: Mobility After logging in, field workers will see a list of their assigned orders

User Experience: Mobility Selecting an order will show relevant order details

User Experience: Mobility By selecting the Attachment icon Mobility will show a screen to display any special instructions, input text from the field as well as an option to attach a picture

User Experience: Mobility The Information icon it will show the location information and service order summary

User Experience: Mobility Various Map Views will allow field personnel access to directions and order sequence information

Mobility DEMO

Questions?

Technical Architecture Mobius 33 Proprietary and Confidential. Not to be distributed or reproduced without permission

Technical Architecture Mobility 34 Proprietary and Confidential. Not to be distributed or reproduced without permission