HomeMy WebLinkAbout07.b EDB ERP Board Briefing Final EXECUTIVE SUMMARY
AGENDA ITEM:
Enterprise Resource Platforms (ERP) Project Update
Date: August 1, 2024
UPDATE:
Customers continue to respond and register their accounts through our new customer portal. As of
Thursday, August Pt, the number of customers who activated their accounts in the new customer portal
was 23,158 (42% of all customers). Our AutoPay customers now total 18,043 accounts. In comparison,
prior to the customer portal transition, we had 37,962 customers with an on-line account with CCUA.
Based on the number of previous on-line customers, we have registered 61% of those customers.
We are observing and moderating customer contacts through all forms of communication. We anticipate
the number of customer contacts will increase through August with the launch of messaging campaigns
regarding the recommencement of service disconnections.
We began directing communications directly to customers who currently have delinquent accounts. We
currently have 2,824 customer accounts listed as delinquent. We broke down the summary of delinquent
accounts by age past due.
➢ 31 to 60 days: $389,512.89
➢ 61 to 90 days: $205,046.63
➢ 90+ days: $45,501.43
We remain in regular communication with the SpryPoint team working to address technical issues we've
experienced with their customer portal and mobile work order system. We will host a visit from
SpryPoint's senior leadership on August 6 through 8, 2024. Our team prepared a list of the technical issues
that we will demonstrate and show how they impact efficiency. We understand SpryPoint is actively
working to address these technical issues. We look forward to hosting the SpryPoint team and advancing
industry-standard solutions.
RECOMMENDATION:
Staff does not have any recommended action items at this time.
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