Challenge
A large municipal water utility serving millions of customers depended on complex billing and customer information systems to manage accounts, process payments, and enforce regulatory requirements. The organization handled hundreds of thousands of water accounts and generated well over a million bills and delinquency notices each year, making system reliability and data accuracy mission critical.
Leaders needed a qualified partner to provide ongoing system management, maintenance, and development support. This included data entry, accounts receivable processing, database maintenance, and batch billing operations, as well as ensuring that system interfaces and business processes aligned with evolving city ordinances and regulatory requirements.
Solution
The utility partnered with a technology services provider to deliver comprehensive systems management and production support for its customer service, billing, and information systems.
The engagement included day-to-day operational support—such as database administration, batch processing, and help desk services—along with business analysis and process improvement initiatives to streamline billing and collections workflows. The provider also delivered custom application development and quality assurance services to support system enhancements and regulatory changes.
Over time, the partnership expanded to include major modernization projects, performance dashboards for executive leadership, and automation initiatives designed to improve operational efficiency and customer service. On-site personnel were embedded within the organization to ensure close collaboration and continuity of support.
Services Delivered
- Project management
- System and database administration
- Business analysis and process improvement
- System development and customized application development
- Quality assurance
- Request tracking and resolution through a 24x7 help desk
- On-site support personnel
Benefit
The utility established a long-term, stable support model for its customer information and billing systems, ensuring reliable daily operations and continuous system improvement. Core functions such as billing, collections, and customer service are now supported by structured processes and dedicated technical expertise.
In addition to sustaining critical operations, the organization completed numerous modernization and automation initiatives, including executive dashboards, automated meter reading support, billing process improvements, server migrations, and automated customer refunds. These enhancements strengthened financial controls, improved service delivery to customers, and enabled the utility to adapt more efficiently to regulatory and operational changes while maintaining trust and continuity for the communities it serves.
