Water utilities deploy customer care and billing solution


Quentin Grady,
Senior Vice President
and General Manager,
Oracle Utilities
Redwood Shores, CA, U.S.A. — (METERING.COM) — August 26, 2009 – Two water utilities, the City of Winnipeg’s Water and Waste Department and the San Francisco Public Utilities Commission (SFPUC), have implemented Oracle® Utilities Customer Care and Billing solution to replace their respective legacy systems.

Winnipeg’s Water and Waste Department provides water, wastewater and solid waste services to 180,000 residents and the implementation is aimed at improving customer service, expanding customer billing options and streamlining revenue management.

Customer Care and Billing provides the Water and Waste Department with near real-time access to customer and billing information. The solution integrates with a number of third party systems, including the Water and Waste Department’s general ledger, meter reading system and payment processing system, resulting in further efficiencies. Further, Customer Care and Billing, along with a Pitney Bowes electronic document print solution, has improved customer communication by automating letter creation and improving the customer bill format.

The SFPUC, a department of the City and County of San Francisco that provides water, wastewater and municipal power services to San Francisco, is using Customer Care and Billing to provide billing services to more than 172,000 water and wastewater customers.

With the software, the SFPUC benefits from operational efficiency improvements due to automated process capabilities, tighter data integration and tracking of work orders and customer case management. The solution will enable the SFPUC to streamline revenue management by consolidating billing and collection for services such as power and other miscellaneous utility billing processes currently managed by other systems.     

“Public utilities of all sizes are focused on delivering reliable service and assisting customers with high quality customer care and flexible billing options,” commented Quentin Grady, senior vice president and general manager, Oracle Utilities. “Oracle Utilities Customer Care and Billing helps utilities meet these goals while maximizing revenue, increasing efficiency and minimizing total cost of ownership.”