improving the meter to cash cycle and customer service

Richard Hodges – TUI ConsultingHenry Bailey – SAP America

Richard Hodges – TUI ConsultingHenry Bailey – SAP America

Improving the meter to cash cycle and Improving the meter to cash cycle and customer servicecustomer service

Improving the meter to cash cycle and Improving the meter to cash cycle and customer servicecustomer service

http://www.sap.com/index.epx

AGENDAAGENDA

WATERONE PROJECT OVERVIEW

SOLUTION COMPONENTS

WATERONE SOLUTION

WATERONE LOOKED TO UPGRADE ITS SYSTEMSWATERONE 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 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 OBJECTIVESWATERONE’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

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

AGENDAAGENDA


SOLUTION COMPONENTS

WATERONE SOLUTION

ENTERPRISE BUSINESS SUITEENTERPRISE BUSINESS SUITE

Utilities Solution

MobileEngine

BusinessIntelligence

ERP

FinancialsHuman ResourcesWork Management

Mobile Asset ManagementFor Utilities

Business WarehouseCorporate Performance MonitorBusiness Planning & Simulation

WaterTemplate

BillingCustomer Service

Device ManagementContract Accounts – Receivable and Payable

BUSINESS MODULESBUSINESS MODULES

PMPlan

Maint.

CSCustomerService

WCMWork

Clearance

SDSales &

DistributionMM

Purchasing

MMMaterials

Mgmt.

TETrn. & EventMgmt.

PTPers. Time

Mgmt.

PYPayroll

CATS

ESSEmployee

SelfSrvc.

PAPersonnel

Mgmt.

PSProject

Systems

FI-G/LGeneralLedger

COControlling

AMFixed Assets

Mgmt.

PSProjectSystem

FI-A/PAccts.

Payable

FI-A/RAccts.Rec.

CFMCorp. Fin.

Mgmt.

WFWorkflow

IS-PS

SAP R/3QM

QualityMgmt.

BPSBudgeting

BW SEM

MAM(U)Mobile

Asset Mgmt

GIS

IS-U/CCS& CIC

RE-FXReal

EstatePSM

Grants &FundsMgmt.CRM

xApps

Integrated Modules

Integrated Modules

One System

One System

Specialized Industry

Solutions & Application

s

Specialized Industry

Solutions & Application

s

Integrated “Best of Breed”

Programs

Integrated “Best of Breed”

Programs

Solution Map (WATER TEMPLATE)Solution Map (WATER TEMPLATE)Suppliers & Partners Customers &

Channels Exploitation & Preparation Transport & Distribution Retail & Services

Plant Engineering & Construction

Plant Maintenance & Operations

Grid Engineering & Construction Grid Maintenance & Operations

Connection & Device Management Installation Service

Consumption Data Collection

Campaign Management Sales Management for Residential Customers

Sales Management for Commercial & Industrial Customers

Account & Contact Management Integrated Sales Planning and Analytics

Service Order Management Service Processes for Utilities

Service Contract & Entitlement Management Complaints & Returns Management

Electronic Customer Services

Account & Contact Management

Billing for Residential Customers Billing for Commercial & Industrial Customers

Billing of Unmetered Services Billing of Services

Receivables & Collections Management Reconciliation & Closing

Auditing

Analytics Financials

Human Capital Management Corporate Services Operations Support

Asset Lifecycle & Resource Management

Supply Operations

Meter Reading Services

Selling of Water & Services

Customer Service Management

Billing of Water & Services

Customer Financial Management

Enterprise Management & Support

AGENDAAGENDA


SOLUTION COMPONENTS

WATERONE SOLUTION

WATERONE’S SOLUTION MEETS ITS NEEDSWATERONE’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

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

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 LIFECYCLEILLUSTRATION OF CUSTOMER LIFECYCLE

Manage Credit

Move Out and/or Disconnect

Move-in and/or Reconnect

Manage Meter

Process Payments

Bill Customer

Serve Customer

• Process Budget Billing• Process Direct Debit• Process Direct Credit

(Automatic Payments)• Process Agency Payments

• Process Customer Enquiry e.g Account Balance or High Bill Enquiry

• Process Customer Request e.g Request for Field Work

• Resolve Customer Complaint

Install and Read Meters:• Actual• Estimate• Customer Own

• Manage Credit Actions• Maintain Installment Plans• Defer Payments• Maintain Loan Repayments• Maintain Security Deposits• Manage Bad Debts/Credit Agency

• Charge Fees• Joint Invoicing

• Create Business Partner & Contract Account

• Create Security Deposits• Confirm Pricing Option• Send Welcome Pack• Create Landlord Agreement• Update Device Location• Create Reconnection Order

Technical Master Data (Connection Object, Premise & Device Location) created and meter installed.

• Process Final Read (MR Order created)

• Return Deposit• Stop Budget Bill• Change Address

Create Premise

ENABLEING FURTHER INTEGRATIONENABLEING 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

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 YOUTHANK 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.

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.

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?QUESTIONS?

Richard HodgesRichard HodgesTUI ConsultingDirector – Integration [email protected]+1 (253) 223 6056

Henry BaileyHenry BaileySAP AmericaIndustry Principal, [email protected]+1 (423) 282 3269

improving the meter to cash cycle and customer service

Documents

customer information

water sales

implementation costs

system development charges

new system usage record

commercial accounts

millions gallons

miles of transmission