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Home My WebLink About09.a EDB ERP Board Briefing Final (2) EXECUTIVE SUMMARY AGENDA ITEM: Enterprise Resource Platforms (ERP) Project Update Date: May 17, 2024 UPDATE: CCUA went live with the new Customer Information System and customer portal with SpryPoint on April 22,2024.We also implemented Workday our new human resource and financial management systems and InvoiceCloud as our new payment processor. Customers continue to respond and register their accounts through our new customer portal. As of Thursday,May 16th,the number of customers who activated their accounts in the new customer portal was 14,776 (19.7%). In addition, we observed an increase in total AutoPay customers of 1,924 accounts. We continue to experience high call volumes for assistance registering withe the new customer portal.At times, all our phone lines are occupied with callers who experienced significant wait times. To address this issue, we continue to redirect 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. We also continue to experience elevated numbers of customers visiting our office. Many of the customers are visiting for assistance to set-up their accounts in the new system due to the wait times experienced when calling the office. Our team reports that customer visits to set-up their accounts generally take 10 to 15 minutes which further strains the availability of our staff. To address this issue, we set-up an area in the lobby where a member of our team is dedicated to helping customers specifically with account set-up questions and issues. Our team completed billing for the month of April in four (4) of the five (5) billing cycles. Each billing cycle represents a geographic area along with a certain number of customers to facilitate timely response times from the meter reading and data exchange between platforms.Four(4)billing cycles were completed without issue. The fifth billing cycle is experiencing data corruption issues between CCUA and our bill vendor Infosend. Our team is engaged with Infosend to address this issue as quickly as possible. At the last Board meeting, we reported a technical issue regarding the incorrect data mapping between SpryPoint and InvoiceCloud that impacted 610 customers. InvoiceCloud correctly matched 19 payments and 546 payments were transferred to the appropriate customer account. The remaining 45 unmatched payments were returned to the original payee. The way the 546 payment transfers were reported on the customer statements was confusing. We prepared apology letters to the customers affected by this issue. We are also working with SpryPoint to correct the reporting of payment transfers for the future. The next issue we experienced involved payments made by 136 customer accounts. Due to the customer matching issue previously mentioned, InvoiceCloud's payment matching system was turned off. When //JDJ(Author) //KO/AB (Review) //JDJ(Final) the previous issue was resolved the matching was supposed to be turned back on and then the 136 payments were to be matched. InvoiceCloud ran into an issue on their end and did not communicate this delay and the payments were returned without a notification or reasoning. We prepared apology letters to the affected customers explaining the issue and requesting they resubmit their payments. We experienced an issue with a delay in InvoiceCloud remitting payments to CCUA totaling roughly $300,000.We understand this issue centered on InvoiceCloud's system and their account with Chase Bank. While the $300,000 in payments was eventually remitted to CCUA, we continue to engage InvoiceCloud regarding timely remittance of payments. With the update to the Board of Supervisors at the last meeting, we noted the issue of reconciliation transactions between the platforms of SpryPoint, InvoiceCloud, and Workday. The technical teams continue to work on this issue. As of the writing of this executive summary, the technical teams have not completed a workable automated solution. Our team focused considerable effort coordinating with InvoiceCloud.An issue we are experiencing with InvoiceCloud centers on their inability to provide technical experts on scheduled coordination calls to quickly resolve issues. Our team stated the technical and customer support being received by InvoiceCloud can be characterized as poor.Our team will continue to engage with InvoiceCloud for their team to perform their contracted services. If the issues we are experiencing with InvoiceCloud persist,we will return to the Board of Supervisors with further information along with a potential course of action. We reported an issue with the payment to vendors at the last Board of Supervisors meeting. Our team coordinated with our bank regarding this issue. The issue centered on the bank's system dropping electronic transactions, not CCUA's new system with payments through Workday. To our knowledge, this issue has been resolved. As previously reported, we understand the biggest point of frustration remains the $1.50 charge from the payment processor for e-checks. While our team has offered alternatives for customers to avoid this charge, we continue to receive complaints about the charge. Our team remains engaged with the technical teams to address the technical issues stated above. In addition, we continue to coordinate with the Dalton Agency regarding a balanced approach of individual customer communications and much broader social media communications. RECOMMENDATION: Staff does not have any recommended action items at this time. //JDJ(Author) //KO/AB (Review) //JDJ(Final)