HomeMy WebLinkAbout09.b EDB ERP Board Briefing EXECUTIVE SUMMARY
AGENDA ITEM:
Enterprise Resource Platforms (ERP)Project Update
Date: July 11, 2024
UPDATE:
Customers continue to respond and register their accounts through our new customer portal. As of
Thursday,July l lth,the number of customers who activated their accounts in the new customer portal was
22,139(40.6%of all customers). In addition,we observed an increase in total AutoPay customers of 3,296
accounts. In comparison,prior to the customer portal transition,we had 37,962 customers with an on-line
account with CCUA. Based upon the number of previous on-line customers,we have registered 58.3% of
those customers.
We observed fluctuations in the call volumes since the last update to the Board of Supervisors. We
instituted a new voice mail options for customers to leave a message and our team will respond as soon
as reasonably possible. This voice mail option seems to alleviate some of the customer frustration with
the phones. We are also working with managers and supervisors prioritizing work efforts.
The Autopay issue with SpryPoint and Invoice Cloud has been resolved. We successfully transferred over
all autopay accounts at the end of June and the accounts were debited without incident.
With the previous updates, we noted the issue of reconciliation transactions between the platforms of
SpryPoint, InvoiceCloud, and Workday. The technical teams have rolled out all three (3) fixes and
SpryPoint's resources have been testing these internally. SpryPoint's team indicated we should be able to
begin testing the integration with Workday in the next week or two.
The Board of Supervisors previously approved the suspension of disconnections for non-payment through
July. Staff will resume disconnections for non-payment in August. We currently have 1,567 customer
accounts listed as delinquent with a total of$469,493 of which$166,114 is over 30 days past due.We will
begin messaging regarding resuming disconnections for non-payment. We will focus primarily on the
customers who currently have delinquent accounts.
RECOMMENDATION:
Staff does not have any recommended action items at this time.
//JDJ(Author)
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//JDJ(Final)