White Papers
New outsourcing options: The service-with-software model
Author: Karen Blackmore, Energy Insights
Utilities have always had to balance the pressure to contain costs while continuously working to move customer satisfaction scores higher. Recently, utilities have been faced with the additional challenges of an aging workforce and the need to balance capital investments in physical infrastructure for generation and delivery. With the advent of advanced metering directives and changing views on energy efficiency, new rate structures and increasing information requirements are changing the meter-to-cash process. Options for addressing these challenges include a new outsourcing model that provides some unique advantages over previous offerings. Outsourcing is a tool that can help a utility excel in its corporate objectives and improve its bottom line, particularly in the meter-to-cash process.
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Utility CIS usability
Authors: First Data Utilities, Usability Engineering Team
Usability of CIS software is central to improving utility call center and back office efficiency and lowering utility cost to serve. This whitepaper identifies how next-generation user engineered CIS systems can
reduce training time, increase productivity, improve error prevention and help improve customer satisfaction.
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Changing the business case for customer systems
Authors: Fiona Taylor and James Braatvedt
Although the business risk associated with legacy CIS systems increases with time, many utilities struggle with business case expenditure on a new CIS, as the cost, risk, and time of traditional implementations can outweigh the benefits. A new model of outsourcing leverages the powerful combination of business process optimization, SOA, and service-with-software outsourcing to change the business case for utility CIS replacement.
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Evaluating the business case for replacing customer/1
Author: UtiliPoint International, Inc.
In addition to the significant benefits of a modern CIS, the business case for Customer/1 replacement business case should rest on the fact that Customer/1 typically costs more than $10- $15 per year per customer.
In order to view paper please fill out registration details to download paper.
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Collections best practice
Author: Bass & Company
Utility net bad debt has grown in recent years and today exceeds US$1.6 billion, with some utilities showing rates of over two percent of revenue. Read how best practices can help improve utility collections efficiency.
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