Change Management for Utility Billing Relief
A City’s Water Utility contracted SDI to provide water, sewer, and tax billing relief to the City’s non-metered customers through billing modifications
This municipal water utility provides potable water to more than 5 million customers, pumping nearly 1 billion gallons of water daily. The utility manages over 500,000 water accounts; generating over 900,000 metered and 700,000 non-metered bills annually through its Customer Service, Billing, and Information Systems. The utility’s Oracle-based Customer Information System (CIS) also acts as a billing agent for sewer, refuse, water taxes, sewer taxes, and miscellaneous fees for citizens living within the service territory.
The utility selected SDI to provide systems management, maintenance, and development support which includes; data entry, personnel to manage the Accounts Receivable task, oversight of the Database Maintenance, and batch processing for Billing and Collections services. SDI addresses all other requirements related to system interfaces and city ordinance requirements.
At the beginning of the project engagement, SDI achieved the utility’s transition goals by quickly displacing the previous vendor within 30 days with no interruption to services or revenue. System availability remained at 100% and no billing cycles were missed. SDI was also able to increase the number of issues and requests completed per week by 55% and reduce support costs by over $1.2M annually. Since 2010, SDI has helped increase annual revenue from $600M to $1.4B annually by performing the following:
SDI’s managed service program is delivered according to SLA as well as services in the following categories:
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