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Home My WebLink About08.a EDB ERP Board Briefing Final EXECUTIVE SUMMARY AGENDA ITEM: Enterprise Resource Platforms (ERP) Project Update Date: May 3, 2024 BACKGROUND: The new CCUA customer account platform with SpryPoint went"live" on Monday,April 22nd . CCUA's new platform includes additional payment options and enhanced user-friendly navigation with secure and efficient transactions. We communicated our messaging campaign through the created content in messaging, social media, websites, news media, posters, hand-outs, and bill mailings to engage our customers during the ERP transition. We will continue messaging customers to address any challenges or issues that arise during the transition. Given the shear size and complexity of this transition of information systems,we consider the deployment of the SpryPoint customer portal successful. Customers are responding and registering their accounts.As of Thursday, May 2nd, the number of customers who activated their accounts in the new customer portal is 7,543 (17.7%). In addition, we observed an increase of the total AutoPay customers by 1,141 accounts. To date, we have encountered three (3) significant issues. The first issue, discovered on Thursday, May 2nd, pertains to the mismatching of previous customer account numbers to the new customer account numbers. We understand the likely cause of the issue was a data transfer between SpryPoint and Invoice Cloud. Currently, this issue affects roughly 600 customer accounts and the application of payments. We continue to work with SpryPoint and Invoice Cloud to resolve this issue. The second issue deals with reconciliation of transactions. We understand this issues centers on how data is transferred in summary form between the different platforms. Likely solutions to this issue involve transmission of additional transactional data tags such as tender type, etc. The SpryPoint team indicated they are working to resolve this issue. The third issue involves several anomalies in meter reading data. The teams working on this issue think the anomalies originate from multipliers and reading truncation in the legacy data. The issue was discovered in a new format file from CCUA's Advanced Meter Infrastructure (AMI) vendor, Sensus, in recent weeks. The technical teams are focused on resolving this issue as quickly as reasonably possible. Currently, we perceive the biggest complaint is the $1.50 charge for processing e-checks. Customers do not understand this charge comes from the banks, not CCUA. In implementing the ERP project, we recommended,and the Board of Supervisors approved passing the$1.50 bank charge to customers directly to encourage customers to sign-up for the Autopay feature. CCUA receives a benefit by processing Autopayments in bulk at one time to reduce labor costs, not the bank charges. //JDJ(Author) //KO/AB (Review) //JDJ(Final) The remaining issue is we continue to experience high call volumes for assistance to register in the new customer portal.At times, all our phone lines were occupied with callers who experienced significant wait times. To address this issue, our team redirected team members to assist the Customer Service and Billing Department. Staff indicates the trend in the volume of calls and emails is downward indicating positive movement to the new customer portal. The Board of Supervisors approved the suspension of disconnections for non-payment from March to May 2024 at the December 19, 2023, meeting as a risk mitigation measure. As we work through the technical issues, staff requests authorization to extend the suspension through June to mitigate issues related to customer payments and reconciliation issues. We would resume disconnections for non-payment in the month of July. For customers who are behind in payments, we would use the procedures during COVID to work with customers in establishing a payment plan (not to exceed six months) to bring their accounts current. Our team continues to progress in the Workday environment. We have successfully run two (2) payroll cycles. Our operations, procurement, and inventory management team continue to work through challenges related to existing processes and Workday system capabilities. We recently experienced an issue with payment to vendors. Based on information we have so far, we believe the payment issue rests with the bank, not CCUA's Workday system. Workday performed as designed along with a confirmation of the transaction by the bank before the bank lost the transaction information. Our team is close to a resolution. RECOMMENDATION: Staff respectfully requests the Board of Supervisors approve the extension of the suspension of disconnection for non-payment through June. //JDJ(Author) //KO/AB (Review) //JDJ(Final)