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HomeMy WebLinkAbout09.a EDB Enterprise Resource Platform Update and Messaging — 4 w 4 :.V 3 .-. .- v1�'` -.�, rat�..a _ +' a o u n • Enterprisë. ResoUrce a orñf( ERiP2.•„ a e an essa� � n _ . o .� a Jeremy D. Johnston, MBA, PE, Executive Director Karen Osborne, CPA, Assistant Chief Financial Officer Heather Houston, Senior Vice President, The Dalton Agency Laitin Sterling, APR, Director, Public Relations .and Communications 0 __OUNTO "UPI il' A U T ND December 19, 2023 Introduction , . ),, L„)„ COUH,` j _.- - -.- •I N ‘'.t. Over the last 29 years, CCUA has served an ,, fil 0,00 estimated 55,000 accounts, totaling approximately ` M, 130,000 people . - 1 By 2050, this number will double ,_ 1(. . • . -' ' $.6-: *‘ % .f.6 : ;. " 110`..."' . . '' . al 0' U Customers indicated through surveys they wanted ', ; , Pk, / better access and the ability to manage their ' ° 1, 1 •'. ,-`' accounts » Or > po CCUA aims to improve operational efficiency and %+ • effectiveness with improved real-time data and _ fit n information .0 • 0 ..",•,:. -...,,..1•4it 1141, • . 2 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation What are we doing to serve our Customers? Spryoint To better serve our customers and work more efficiently, we are implementing new information workday. systems . i nvo ice C I o U d`G 3 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation •ad MasterDashboard(GENFMSvr.master.ccua) File Edit View Insert Format Records Scripts Tools Window Help ( u¢tmaHAKER THIS noRTHSAHHNERSAHIES 01292O23 pi MaiMamma k THIS MONTH'S HAPPY BIRTHDAYS Navigation •CCUA Customer Information System File Edit View Insert Format Records Scripts Tools Window Help IAfter Hours Calls I Ashulnmdet ' O Total(Unsorted) 1 8 O Q . a d ICCUA Customer Information System Records Show All New Record Delete Record Fled Sort Share ICCUA Leave Request Calendar Layout)Dashboard .1 View Au 13=1 I Preview I What will C C U A b e [Departmental Tracker [EP ctronic urchase Order tea n t Clay County Utility Authority D� cidentsld Service Tickets _ Customer Information System(CIS) Wednesday,November 29,2023 • I Fleet Management coo e¢e ow o re I a e n with tile new I GIS Portal CUSTOMER n e5r 1 I :Al ,( i n,r q dlt g,( N s ,( R e ,( bs ,( ,( ,(Reu.nt. I Note Desk 1 _ I InfOrmatbn Management Utility System SEARCH CUSTOMER INotifications 0 H.11oy.lpriaN6ongsbt.l f IOn-Call Schedule =�%comer Name R.fN vim ma lmv Nook Svpa hoe Ww.H2P riimeCards �';.— 1.1 wlw a : . . 4_ Ls ug yI syste 9.R1 a.wd 0a1.01 �x 9w SEARCH RDUTE MUG twr .,wept:_ . I MUG ._ •-. M no x. ,.... as ... red ..^ w...r. W.�..Route G.. or r S.l... qo r r. sti Dept o.. P. 0:w. oy l_ .s ow. w. n 0arw o iw..aw a 1 r y aWo m IOW 1=a a9 no vs lea D9 so 9w e9 0 W9 t 101111.11.0 se®srrt:l.rs 11.W4r 169 1 4A3emn10101 V 1..4 ( Aeatt ) pedor n 119 60 1w A T9 4m11w.0.1 Welwe. 4d11Mngw 1 tq.1w. Ds IN )w Dw 9 I0q sm)R..11.x 1faW:ww Al lglw gat 1 ma VS SR 1lw lw 10 300131 n1.11.ew. 2311,11.125 II - _ -_ 4fd)lS.11.'lx.n.w • ` (olellbe1 )(T:me cad: i111•a a is Hall Ds as 50 low s apt 4®lAelM 111wan. The new systems will replace a m 1 W " SA a: s :a o01s a9 �)r,�x1M- x IOW 9�w au la 4m11r.na.H 11.14. ww 4011w.:r..a 1..e. tiles fra is 116D Ds as ra tw lq 9003.0011.19W.w. 23111411 a11019 9w 1. H6s Ds 169 110 1. B. HQ .11011.0..1500. .1000 COI custom-built and very labor- saeTµ In..�rvE: Records Scripts w° . 1Y.x� p yaw Ww HA MN .x �e `p 4101H_1HW- __..a.. .Ay)11waw 19w,... •ap script. Wo 4m1.1..e..1 l uWr.. 110.1. Ema uwa n�r. ...,sh : 01010 arx intensive database system using ...,,,,..................., „,.....„. 1.,..„,_,...err„ wwRnard wl� p..t.R.ra. .WL. �11.w�1�,...r 11. 4.11.mr..:1 1 wok. ..,.<. ,..y County Utility Authority °w"7w`rfB , ''`° ,, a v..n..s..H.rwir w Y....w. °u�a�.aM t19 4^11,..He.a 111WIw0. ("gal®® ®®®®fJ® 5 5J[ cY:.] F i I e M a ke r. „ea..lr.r. Iro,�:.a v ar�-- l ..g., , . ._...........,.T..p�, R x1.1..:::Ha la aHlw�w :EM.4 "°...N n:.:W_ o1PiUla.P{: ".P.'�'.:P°'R1.:�Y,CMYa. ♦tMMw 010 wm�v..sari - x10 la 00101Ha Yaw W. 110111. u. w..e.:m.a ram.... n....a..m.N 1 wc..��...�-.�.c.���.:...1..we.,.,..w.....ry rv>.....e�...�..:....��.. 00 immuring.11Mwa. ynleet(3401.0 e.Wastewater warm,iv Se.Main ln+wctiou Wernnty Tv Inspection.Provide Results to Ln.Otte upon comoHtlon. At... I r.N.g e_... N/A co. goo, rw �_I rr ••Ohl _eras__ cow Po*N/A N.., o..ow 1H....a r:_w..New.•n...4..a..._.e...... C0.0.N......wr.r e''Ota.rPs.ww (((s�...,.v N.q......r.j au.r..n 4 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation ` When are we implementing new information systems? We will go-live with the WIMMI new information systems on March 25, 2024 1 5 I CLAY COUNTY UTILITY AUTHORITY CUP RENEWAL Current Project Status with SpryPoint CCUA SPRYCIS-ENGAGE-MOBILE-BACKFLOW IMPLEMENTATION GREEN 29.Jenal Sponsor;Jeremy Johrwton f Judy Walls Prefect Manager:Karen Osborne/Tim MacEachern STATUS TIMELINE Oct13 Nor13 Dec'23 Am 23 • 5pryCIS Power user training completed w/o Nov.13 - Data validation of Initial full data conversion completed Phase Ana Prestos • Workday integration development progressing well Analyse 7OD% S ,* 4 i tit • invoiceCloudtestenvironmentsetup - o• Developing reports and dashboards t°fffig se - 9174 • Holding monthly dhed point with Cdlaborative NEXT STEPS TMd"a = 5% • New data conversion will begin Dec 4 MI• Complete AR Balance and BSI Comparison testing,where possible arnvq osc • Compete Senses integration-meter reading and lDM opera. do - Begin Workday integration tasting . 7076 - Complete Invoice Cloud Integration • Compete blii comparison testing set.Nat started c Milestone Ito Forecast • Complete functional testing ®On schsdIl• f Late work Completed r SCOPE •On lied ( Green SCHSDULk •On schedule for March 25,21724 go-llvs Oren avepst: $ties,SD0 RIlC/ISSUE MFFREATION/UPWT! STATUS Actual to DIM $382.780 9000E1! -On budget Groan Remeirinip $507,020 WA F Orson Pores=this nano% $77,400 & COUP,'IWO 6 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation T•(//. ,.S\ Current Project Status with Workday workday. in Project Status Overview y Project Status Overview *Complete •On-Track At-Rlak .Milan Required FINANOIl1B =II6quE3i/R8 II. RESOURCES Consideration I I I Analysis; Architect&Configure Workset C Completed.Project on track 11111 t • > • Implementation protect m track B<Bnom • Go Rive Gate 3/25/2024 for PATr end HCM kiiillkalliiii. ACCOMPLISHMENTS Umul fla Go-Yw GoUr • Go Live Dote for FIN 4/1/2024 Strategy Stag. 4/7/23 On-Truk tom • Tut Manion b on May 2a of 38 Warners dap for End-to-End Testing • ErdmErd Testing Continues Plan 7416oa the way through the text twos Plan Stage 5/25f23 On Track 100% • Bkn Pane limb Planning and Prep for Parallel Tinting end ihe Parallel Build Isstarting • Data Banned for the Parallel BUM Ar Altact&Configure S[nga 10/13/73 On-Trtl Et I(% • Paralel BUM Thom Rep b taxke way Rpp4Kp CCUA has asmall team•but continues to meet rrilesttnes End to End'Noting 12/8/73 On-Trot. 74% Rated.Men no Raapum Mom Will Monitor through the first few weeks of testrg Parallel Tenant Bulk 12/22/23 Not started NockOut Week 12/Wm Not&wind tr _.1'ar "`111' Parallel Tasting 2/23/24 Not Started alert 91:113•ya C Continue with charge Impact cdldction Gold Bulld 3/24/24 Not started • End%Fnd Ta8Efl Sign End Testing Change Management Auesslrg t w effort grand TroIN fig Development • Begin the Parallel Teat rar..,tBuild Post production 513✓74 Not Started • Parallel Ten Pia mire;and Sretetly Inconakbdorloar quill* Co m Warta N.n,arm] • megratbna TeaTestingOC&T.nth tl a 0 at&T aaltItl F— — Integrations Testing is underway • Hash Parallel Test Tenant fluid • Begin Bulking out the otoer plan Integrations File Velfdatton will begin in the next few weeks • Begin Parallel Talky Spedtvdaa and maln:men% Spednodamand rePiemcrOmar • ash Intega dons Mokg `'^� rotgeed w ra ha Worlurg C1�elYtafdt Sprypoirrt W _ a rtl Am n r.bee.heaa ..r iee.emea I empaeya Golf de kl t _ TB9tTenant we Deco Corralon IS COmpleta Data MfgTatlon Mai dlscusslares have Impelarolald effective dates and pay periods for Parallel Dam bnNprelMed and Dete h preapnand dehercdm Testing delearadumepead marled 4 ...Dal.15 eea na.a swam aCtI saltUeganv'WOMB.,Li, academia' ( ��I MM. 7 CLAY COUNTY UTILITY AUTHORITY ERP Implementation T��i `.' What is the current anticipated timeline to inform our customers? February • Launch board communications campaign December • Communicate . what customers GO-LIVe • Introduction will need to do March 25, 2024 January March • Staff training •Start the change begins • Focus on call center operations co UN 01.111 •8 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation GT�'iT ���� 'AU1% How are we planning to communicate with our customers? C.a. County Utility Authority x + E- - C O clayutility.org - CLAY COUNTY • Commitment .i p//1 UTILITY AUTHORITY Community .'1v slit k.!: _ My Account Pay Bill Online Online Forms FAQ Si te Map Search: CUED 1111 • c) r ICLAY TODAY *1 X I I I:I a @ • • C741 (-I 9 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation %/JYAuTN/�� Why are we implementing a new information system? We heard customer feedback. Greater access and ability to manage individual _ i . ' customer accounts v Self-service capabilities i 1 i Improve the intuitive nature and ease of use of f'< ' '-- ; : CCUA systems " "" 11 Setting up accounts ❑ Alerts to manage accounts ❑ Ease of payments ' Improve the use of information for customers and Ilk 11044- \., , staff --o Li Payments are applied in real time ❑ Scheduling of service tasks and work orders Photo by Andrew Neal; Published July 11, 2017 https://unsplash.com/photos/macbook-pro-white-ceramic- CI Transparency in performance reporting mugand-black-smartphone-on-table-cckf4TsHAuw Automating manual processes -_� roll 10 1 CLAY COUNTY UTILITY AUTHORITY ERP Implementation G'iemz4uiN/�� What is SpryPoint? 1? Billing `L�a Scalability � Management Customer ft Information O I Security and Payment Reliability Spry I � Processing __0 .1 Regulatory C —s— L Customer Compliance = Support M• . •I drielb ! 72-5999 \% A leading IT company lTYAUTNo. that provides cloud- to IntegrationReporting and API's and Analytics based smart solutions b for utilities A. Outage Conservation Management �Programs (—I 1 1 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation C /TYAuosiS Planning Time Tracking A Cost & PayrollL Centers s of v 4 Learning What is Workday? Procurement > A leader in providing / . solutions for managing ---------„A the following : Talent w o r k d a y Expenses CI Finance eve 1 1 ❑ Human Resources ❑ Operations V Recruiting • Projects © r Human 1 Resources Financials it 4. 12 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation What is Invoice Cloud ? ONE-TIME CALENDAR PAYMENTS REMINDERS Invoice Cloud is an industry leader in 0 mg SCHEDULE AYMENTS TEXT MESSAGING FS on-line bill and payment services that seamlessly integrates with SpryPoint. 0 EMAIL ` Q AUTOPAY NOTIFICATIONS ^ _ - ' , 0Designed to Remove Friction and drive change in bill payor behavior. - MOBILE INTELLIGENT OPTIMIZED COMMUNICATIONS ONLINE �.r,,N CO�.�UNT` AGENT Omni-Channel involves all channels and CSR PORTAL IMI revolves around the customer; multichannel rat L, ONPAYICK itinvolves many channels and revolves around a - ��, 272-5999 ��y E ' product. AENT l/TYAUTNO0 CSRG ASSIST MO&LE Intelligent Communications personalized communications that drives action - with et PAY BY frictionless ways to pay embedded. O Om09 80o TEXT t *0# - , , True SaaS ensures our clients are always market LOCAL In POINT fl leaders, never behind. OF SALE , OUTBOUND ,,, • Alliance/Integration Centric company from RETAIL INBOUND day one. CASH VISA • AM DISC'VER eCheck PayPal venmo Pay spay EXPRESS 13 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation What will customers need to do? 1....••••••••••"'" A link will be provided on CCUA's website to register an account. Set up a new username and password. U Confirm service address and account number. / ❑ Confirm and/or update your contact information. 31.____ - > Phone Numbers (home, office, mobile, etc.) :,. ' .. Y > Email addresses - . 1 ➢ Alternate addresses (e.g., corporate offices, etc.) le-ATIrdIFS-7---77-7 Confirm and/or update payment information. AW _/ Bank account(s) Credit Card (s) - _. Set upnotifications to manage the account. Photo by Kaitlyn Baker; Published October23, 2017 https://unsplash.com/photos/person-using-laptop-vZJdY15JVXY Payment due dates � I TYA UTN� 14 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation GT/ei ��'�� • w will this affec CUA team members? a s.e.,, C 9 --9a Compensation Management at y Equity Discovery V m kl g 8 Market Data (Ell W kd y Adapt Planning f'� Compe sation Planning Cycle •P E I DI c Board Bench, ,.,.,..- }} .-..�.... .,i `� What the CCUA team can expect. Timekeeping will be easier on phones, tablets, • • � .��.- or computers — 0T NCI Employees will have significant capabilities to . . — P.tormarce by Base Pay avde self-service and manage their information =MENU W Q Search 0 CP EP A Pay Cycle Command Center 0 0 o, shi. City of Akron ji The City and Count... :-, The County of Maul Clark County Wa Customer Service and Billing: + a,o a 8,....e ,7==oa.�5 , asn Waka.Y 1, - Reporting will be essentially real-time a..P.yr..,.md. In Progress PostParol e. .pl..updates Adm.r.baBon5Setup Many current manual processes will be Payroll Readiness-Reported&Missing Time tit 0 Headcount.Hires and Terminations by Month IIInt 0 s Time Entry&Schedule Data automated .� AI.. Ed.and App.Time 350 Eder Time for Worker 3W View nobday CCI.Ma, 250 Management and Supervisors: 134 Pay Input Tasks and Updates '� Add Payroll In.by Work. Alerts for actions or approvals will be present Launch Payroll Input EIS Generate Payroll input workbook 0 — at your log-in PwraaagbbBatch N.. wR...a . ,M •T iNN •EM e.N Dashboards will present essential and • @ Withholding o All Payroll w�wrola.y Or.Data y..aa.,u Na.. T....* NoMerm. actionable wn.n.rpoya,l..e.lmroNmB ab.,+ actionable information in nearly real-time DWI 15 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation Glie/ �c• /. 4AU1% °IIWhat will CCUA team members need to do? Attend and participate in upcoming Workday trainings. r c----=- From the new Workday landing page, employee information will be reviewed r-% , ,,,_ • and confirmed. ‘I \CI) _---- ., i\* ,--,,, ?-- Understand the Workday functions for ` completing and submitting time sheets. Image byPrateek sh.com/phut s/bl edMay 1,2019 hone-7Fx Understand the Workday and SpryPoint https://unsplash.com/photosiblack-iphone-7-FxtIWX8Q0J4 functions to complete employee responsibilities. rot 16 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation T 41��i A UTNIS�� TY O We intend to use videos to enhance communications O Voulube • SpryPoint IMNILIM11"— p%(k) ► ►il oO2/P43 0 m 0 O o E Do you keep in touch with your service techs by carrier pigeon? OSpryPoint ib 7 Share -+Save ••• 9 subscnDe MIMMIlr https://www.youtube.com/watch?v=Xeb5um91 mDg L�pv COU^,,,` rro • 17 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation GT/‘i ���� T'AU1% Who to contact if there are questions? 1111 We are ready to assist you. L Customer Service and Billing Staff will be trained and ready to receive customer calls before and after the go-live date of March 25, 2024. 110, , . l ' ilL` d f , ... , ,11 ' , , 1 „ Sr i le' ' ,..,,.. \t)... 1 ---- '1 M I L. , tS ,-. , , , ' ! ,,P;,, ic:iii' ',... ; :, .,__.. , ., . :- . ' 7 1r III 18 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation Glie/ 6 TYAUTW�S.\� Contingency P Risk Mitigation Kecommendations COUN, G ♦ � YgUTV 19 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation Risk Mitigation Recommendations ❑ Stop all financial transactions one working day before the transition Identify Allows a window of time to reconcile all transactions and balances before go-live Suspend cut-offs for non-payment from March to May 2024 Review Assess Mitigates issues related to customer payments not being processed properly am For customers who encounter payment issues, allow for a maximum of 6 months to bring their accounts back into compliance Control �TCI 20 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation G14 0 'AU1% W.11Risk Mitigation Recommendations Continue coordinate with vendors regarding the transition of the payment system related to payroll Mission Squared regarding retirement plan contributions Brown and Brown regarding employee benefit payments Coordinate with staff in advance of the first payroll run through the electronic system Be prepared to issue printed checks if the electronic payment system encounters issues Have a risk/crisis communication plan ready in case either expected or unexpected events begin to unfold Plan Communicate Execute Communicate Adapt Communicate COU;,' /6.11 21 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation GTQ/440No%`- - Discussion and Questions couN, \ row , G ♦ � 22 I CLAY COUNTY UTILITY AUTHORITY ERP Implementation