Transcript MAM 05 - TUI & SAP

Improving the meter to cash cycle and
customer service
Richard Hodges – TUI Consulting
Henry Bailey – SAP America
AGENDA
WATERONE PROJECT OVERVIEW
SOLUTION COMPONENTS
WATERONE SOLUTION
AGENDA
WATERONE PROJECT OVERVIEW
SOLUTION COMPONENTS
WATERONE SOLUTION
WATERONE LOOKED TO UPGRADE ITS SYSTEMS
WATERONE INTRODUCTION
• Serves approximately 130,000 customers
• Over 360 Full & Part Time Employees
• Serves residential and commercial accounts in 15 cities in the Johnson County
area.
• Primary sources of revenue are through water sales, and system development
charges.
• Over 2,500 miles of transmission and distribution mains
• Service area covers more than 270 square miles.
• Current treatment capacity is 165 millions gallons per day.
• New system usage record on August 25, 2003 of 148.14 million gallons.
WATERONE’S PROJECT OBJECTIVES
PROJECT OBJECTIVES
• Simplify and integrate WaterOne’s core system infrastructure
• Reduce the number of separate information systems
• Eliminate administrative activities that add no value, such as redundant data entry
and reconciliation of data
• Limit customization (of SAP) to hold down implementation costs, to support
standardization of best business practices, and to preserve the ability to
upgrade to new versions of the software when they are released
• Improving WaterOne’s operational processes requires the integration of
enterprise accounting, human resources, procurement, customer information
system, maintenance and work order, and permits management functionality
• More reliable, useful, timely and accessible financial information for WaterOne
decision makers
• Gain better access to information needed to effectively manage programs and
measure their success
• Provide a means of information management that streamlines business processes
AGENDA
WATERONE PROJECT OVERVIEW
SOLUTION COMPONENTS
WATERONE SOLUTION
ENTERPRISE BUSINESS SUITE
Utilities Solution
Billing
Customer Service
Device Management
Contract Accounts – Receivable and Payable
ERP
Business
Intelligence
Financials
Human Resources
Work Management
Business Warehouse
Corporate Performance Monitor
Business Planning & Simulation
Mobile
Engine
Water
Template
Mobile Asset Management
For Utilities
BUSINESS MODULES
Integrate
d Modules
PM
Plan
Maint.
MM
Materials
Mgmt.
MM
Purchasing
MAM(U)
Mobile
Asset Mgmt
CS
Customer
Service
SD
Sales &
Distribution
SEM
FI-G/L
General
Ledger
GIS
CATS
PS
Project
Systems
FI-A/R
Accts.
Rec.
CO
Controlling
WCM
Work
Clearance
QM
Quality
Mgmt.
Integrated
“Best of
Breed”
Programs
BW
One
System
FI-A/P
Accts.
Payable
CFM
Corp. Fin.
Mgmt.
AM
Fixed Assets
Mgmt.
SAP R/3
PT
Pers. Time
Mgmt.
PY
Payroll
ESS
Employee
Self
Srvc.
TE
PA
Trn. &
Personnel
Event
Mgmt.
Mgmt.
BPS
Budgeting
PS
Project
System
RE-FX
Real
Estate
PSM
Grants &
IS-PS
Funds
Mgmt.
CRM
xApps
WF
Workflow
IS-U/CCS
& CIC
Specialized
Industry
Solutions &
Application
s
Solution Map (WATER TEMPLATE)
Suppliers & Partners
Exploitation & Preparation
Transport & Distribution
Retail & Services
Asset Lifecycle & Resource
Management
Plant Engineering & Construction
Plant Maintenance & Operations
Supply Operations
Grid Engineering & Construction
Grid Maintenance & Operations
Connection & Device Management
Installation Service
Meter Reading Services
Consumption Data Collection
Selling of Water & Services
Campaign Management
Sales Management for Residential Customers
Sales Management for Commercial &
Industrial Customers
Account & Contact Management
Integrated Sales Planning and Analytics
Customer Service Management
Service Order Management
Service Processes for Utilities
Service Contract & Entitlement Management
Complaints & Returns Management
Electronic Customer Services
Account & Contact Management
Billing of Water & Services
Billing for Residential Customers
Billing for Commercial & Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables & Collections Management
Reconciliation & Closing
Auditing
Enterprise Management & Support
Analytics
Financials
Human Capital Management
Corporate Services
Operations Support
Customers &
Channels
Solution Map (WATER TEMPLATE)
Suppliers & Partners
Exploitation & Preparation
Transport & Distribution
Retail & Services
Asset Lifecycle & Resource
Management
Plant Engineering & Construction
Plant Maintenance & Operations
Supply Operations
Grid Engineering & Construction
Grid Maintenance & Operations
Connection & Device Management
Installation Service
Meter Reading Services
Consumption Data Collection
Selling of Water & Services
Campaign Management
Sales Management for Residential Customers
Sales Management for Commercial &
Industrial Customers
Account & Contact Management
Integrated Sales Planning and Analytics
Customer Service Management
Service Order Management
Service Processes for Utilities
Service Contract & Entitlement Management
Complaints & Returns Management
Electronic Customer Services
Account & Contact Management
Billing of Water & Services
Billing for Residential Customers
Billing for Commercial & Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables & Collections Management
Reconciliation & Closing
Auditing
Enterprise Management & Support
Analytics
Financials
Human Capital Management
Corporate Services
Operations Support
Customers &
Channels
AGENDA
WATERONE PROJECT OVERVIEW
SOLUTION COMPONENTS
WATERONE SOLUTION
WATERONE’S SOLUTION MEETS ITS NEEDS
WATER TEMPLATE AT WATERONE
• Predefined Water Business Processes
• Mobile Asset Management (for
Utilities)
• Leverage predefined process
documentation
• Reducing Implementation Cost
• Improved Implementation Efficiency
PROJECT DETAILS
• Fixed Scope Approach
• Pool of 2100 hours for technical
development
• 6 months to implement
• Tightly integrated Change
Management & Training Strategy
ILLUSTRATION OF CUSTOMER LIFECYCLE
•
•
•
•
Process Final Read
(MR Order created)
Return Deposit
Stop Budget Bill
Change Address
Technical Master Data
(Connection Object,
Premise & Device Location)
created and meter installed.
Move Out and/or
Disconnect
Create Premise
•
Manage Credit
Process
Payments
•
•
•
•
•
•
Manage Credit Actions
Maintain Installment Plans
Defer Payments
Maintain Loan Repayments
Maintain Security Deposits
Manage Bad Debts/Credit Agency
•
•
•
Process Budget Billing
Process Direct Debit
Process Direct Credit
(Automatic Payments)
Process Agency Payments
•
•
•
•
•
•
•
•
•
•
Create Business Partner &
Contract Account
Create Security Deposits
Confirm Pricing Option
Send Welcome Pack
Create Landlord Agreement
Update Device Location
Create Reconnection Order
Move-in and/or
Reconnect
Process Customer Enquiry e.g
Account Balance or High Bill
Enquiry
Process Customer Request e.g
Request for Field Work
Resolve Customer Complaint
Serve Customer
•
•
Charge Fees
Joint Invoicing
Bill Customer
Manage Meter
Install and Read Meters:
• Actual
• Estimate
• Customer Own
ENABLEING FURTHER INTEGRATION
FUTURE INTEGRATION
OPPORTUNITIES AT WATERONE
• IVR Integration
• Extend Internet Self Service
• Additional Mobile Functions
• Back Office Automation
• Portals
• Extend Business Warehouse Functions
• CRM
• Extend Business Warehouse
THANK YOU
TUI CONSULTING, INC
TUI Consulting is a specialist service
organization focusing specifically on
implementing world-class solutions for public
sector and utilities organizations. TUI’s
platform of choice for improving the overall
business performance of our clients is SAP’s
Business Suite. This focus allows
unprecedented depth of knowledge and
expertise in SAP’s application capabilities and
its specific application to your industry.
As all of TUI’s clients can attest, TUI
consultants are unequaled in their ability to
resolve complex business challenges through
business process refinement and technology.
SAP
SAP is the recognized leader in providing
collaborative business solutions for all types
of industries and for every major market.
With 12 million users, 88,000 installations,
and 1,500 partners, SAP is the world's largest
inter-enterprise software company and the
world's third-largest independent software
supplier overall. We have a rich history of
innovation and growth that has made us a
true industry leader. Today, SAP employs
nearly 30,000 people in more than 50
countries. Our professionals are dedicated to
providing high-level customer support and
services.
QUESTIONS?
Richard Hodges
TUI Consulting
Director – Integration Services
[email protected]
+1 (253) 223 6056
Henry Bailey
SAP America
Industry Principal, Utilities
[email protected]
+1 (423) 282 3269