HomeMy WebLinkAbout08.a 2024-06-18 ERP Board Briefing Final EXECUTIVE SUMMARY
AGENDA ITEM:
Enterprise Resource Platforms (ERP) Project Update
Date: June 13, 2024
UPDATE:
Customers continue to respond and register their accounts through our new customer portal. As of
Thursday, June 13th,the number of customers who activated their accounts in the new customer portal was
18,077 (21 %). In addition, we observed an increase in total AutoPay customers of 3,858 accounts.
High call volumes for assistance persist. The number of customers visiting the office has decreased. With
the decrease in customer office visits, we are redirecting resources to assist with customer calls. Staff is
attempting to balance standard work tasks with the high call volumes.
Our team completed billing for the month of May. Our team's performance in completing the billing
process improved significantly from last month. We did experience an issue with certain accounts being
flagged because the billed amounts exceeded certain programmed thresholds.The SpryPoint team handled
those flagged accounts during the first billing cycle with the new system, so our team had a learning curve
this billing cycle. We completed the processing of all customer bills with the flagged accounts being sent
a couple days after the unflagged accounts.
We experienced an issue with bill printing from Infosend. We discovered the bar code at the bottom of the
bill for some customers, not all, was incorrect. This bar code enables our system to identify the bill with
the proper account for the processing of physical checks received. Our team confirmed the bills from
SpryPoint were correct. We are working with Infosend to determine what caused the issue and how to
correct it. In the meantime, we are manually coding payments to ensure they are credited to the proper
account.
With the previous updates, we noted the issue of reconciliation transactions between the platforms of
SpryPoint,InvoiceCloud,and Workday.The technical teams are nearly finished with a solution. We expect
to begin testing this solution within the next two weeks.
The Board of Supervisors previously approved the suspension of disconnections for non-payment until
July. Based upon the current technical issues being worked on, we request a one-month extension to the
suspension of disconnections for non-payment to resolve current technical issues.We currently have 2,306
customer accounts listed as delinquent. If approved, staff would resume disconnections for non-payment
in August.As previously stated, staff would work with customers who are behind in payments to develop
a payment plan consistent with process used during the COVID lockdowns.
RECOMMENDATION:
Staff respectfully requests the suspension of disconnection for non-payment be extended through July.
//JDJ(Author)
//KO/AB (Review)
//JDJ(Final)