Selecting a New Billing & Financial Management System

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1 Selecting a New Billing & Financial Management System SCAMPS June 9, 2014 Kimberly Williams, NISC Kimberly.williams@nisc.cp

2 Knwledge is pwer. Infrmatin is liberating. Educatin is the premise f prgress, in every sciety, in every family. Kfi Annan Secretary General f the United Natins SCAMPS - June, 2014

3 Agenda Infrmatin Gathering Frmulating a Plan Dcumentatin Vendr Analysis Negtiatin Cmmitment SCAMPS - June, 2014

4 Infrmatin Gathering The Big Picture - What are yur drivers fr change? Lack f autmatin Technlgy advances Lack f functinality Lack f vendr supprt Rising supprt csts Tls t imprve custmer service Keeping up with the Jnes Lack f integratin SCAMPS, - June, 2014

5 Infrmatin Gathering The Details - What are yur drivers fr change? Departmental r Enterprise fcused Prcess related functinality Must have, nice t have, I wish Develp a team with a clearly defined Prject Leader that represents these details SCAMPS, - June, 2014

Must have, nice t have, I wish Develp a team with a clearly

6 Infrmatin Gathering Custmer Care & Billing Accunting & Business Engineering & Operatins Custmer Engagement Apps Custmer Relatinship Management Billing Management Cashiering Equipment Management Service Order Management and Wrkflws Delinquent and Cllectins Accunt Management Cntract Tracking Wrk Management General Ledger Bank Recnciliatin Budgeting Miscellaneus Receivables Installment Lans Asset Management Wrk Orders Fleet Management Purchase Orders Material Inventry Accunts Payable Payrll / Time Attendance Emplyee Self-Serve Outage Management Slutin Mapping Call Capture IVR with Secure Payments Mbile Wrkfrce Staking SmartTrack Meter Data Management PrePay Metering Wrk Management Cnsulting ESRI Cnnectivity and Cleanup Integrated Slutins & Services App Suite Web Presentment (ipad and Tablet cmpatible) Dcument Management AMS Bill Printing Services Payment Gateway Technical Services Disaster Recvery Hsted Services Clud Based Slutins Payment Channels VeriFne RemitPlus SecurePay Online Bill Pay Interface (OBI) PayNw Virtual Terminal Kisks MneyGram SCAMPS, - June, 2014

Asset Management Wrk Orders Fleet Management Purchase Orders Material Inventry Accunts Payable Payrll / Time Attendance Emplyee Self-Serve Outage Management Slutin Mapping Call Capture IVR with

7 Infrmatin Gathering SCAMPS, - June, 2014

Schedule Vendr Demnstratins On-site r Remte 2 hur verview r a full day

8 Infrmatin Gathering Ask neighbring cities, utilities Wh are they using? Are they happy? Did they cnvert recently? Hw gd is the supprt? Schedule Vendr Demnstratins On-site r Remte 2 hur verview r a full day Visit Neighbring Cities and Utilities State Assciatins APPA Cnsultants SCAMPS, - June, 2014

9 Frmulate a plan GO LIVE YEAR 5 AND BEYOND Implementatin (keep it simple) Pst-live (Years 2-5) Future fcus (What matters mst) Implement cre technlgy Train staff Successfully cnvert data Manage change Define new prcesses Adjust existing prcesses t avid custm mdificatins Implement nn-cre technlgy (bells & whistles) Refine prcesses Refresher training Reginal & Natinal User Grups Online Training Identify functinal gaps Mbile Devices AMI New, unfreseen technlgy advances Paperless Data management Custmer retentin New services SCAMPS, - June, 2014

Implement nn-cre technlgy (bells & whistles) Refine prcesses Refresher training Reginal & Natinal User Grups Online Training Identify

10 Frmulate a plan Areas f Fcus Weight f Imprtance Technlgy 5% Price 5% Integratin 15% Autmatin 5% Supprt 20% Vendr stability and backgrund 15% Departmental functinality requirements 15% Overall utility requirements 5% Implementatin success 15% What are yur tp five r ten r fifteen cre bjectives bth departmentally and rganizatinally? SCAMPS, - June, 2014

requirements 15% Overall utility requirements 5% Implementatin success 15% What are yur

11 Dcumentatin Questins and Answers by department Include a Critical r Must Have sectin Weight fr mre effective evaluatin Develp a list f essay questins Develp a vendr screcard SCAMPS, - June, 2014

12 Dcumentatin Detail prcesses s vendrs can explain interfaces, identify gaps and recmmend best practices SCAMPS, - June, 2014

Tw Drill int the functinality thrugh detailed analysis Revisit sites nw that

13 Vendr Analysis Step One Develp a list f Vendrs that passed yur Initial analysis Ask fr ballpark pricing based n yur current identified needs Step Tw Drill int the functinality thrugh detailed analysis Revisit sites nw that yu knw mre Get intimate Step Three Price versus value analysis SCAMPS - June, 2014

14 Vendr Analysis Demnstratin Guidelines Prvide a list f the mst imprtant prcesses yu want demnstrated Ask fr exact infrmatin and nt generalizatins SHOW THE FUNCTIONALITY Ask the vendr t alert yu when they are demnstrating smething nt included in the price prpsal SCAMPS - June, 2014

generalizatins SHOW THE FUNCTIONALITY Ask the vendr t alert yu when

15 Vendr Analysis Demnstratin Guidelines Frmat Review f requested functinality Overview f entire slutin Vendr backgrund Understand the vendr s fcus will yu be a big fish r small fish? Functinality is nly as gd as the implementatin training and the nging supprt and training SCAMPS - June, 2014

16 Vendr Analysis Demnstratins Vendr backgrund Understand the vendr s fcus will yu be a big fish r small fish? Market fcus Supprt and respnse times Implementatin and Implementatin track recrd Cmpany verview Investment in RDQ and R&D radmap Technlgy Pricing what is and is nt included in the prpsal Sales t implementatin prcess Reference case studies SCAMPS - June, 2014

Market fcus Supprt and respnse times Implementatin and Implementatin track recrd Cmpany

17 Vendr Analysis Hard Questins sme vendrs dn t want yu t ask Abut the Implementatin Have yu ever failed an install, why and hw many? Have yu ever been sued, why and hw many times? Hw many implementatins are nging currently? Hw many ther prjects will ur prject manager manage during ur implementatin? Hw d yu manage the sales t implementatin infrmatin transfer? D yu have a frmalized implementatin prcess? Abut the Cmpany What is the rati f yur emplyees t ttal number f custmers? Can I attend a reginal r natinal user grup prir t signing a cntract? What is yur percentage f staff turnver in the past 3 years, by department? SCAMPS - June, 2014

Hw many ther prjects will ur prject manager manage during ur implementatin? Hw d yu manage the sales t implementatin infrmatin transfer?

18 Vendr Analysis Hard Questins sme vendrs dn t want yu t ask Abut Supprt and R&D D yu have a majr r minr sftware rewrite scheduled in the next 5 years? Have yu been thrugh a majr r minr sftware rewrite in the past 5 years? Is yur slutin fully integrated meaning did yur cmpany write all the cde using a single methdlgy and tlset? Hw much and what percent f yur annual net revenue is reinvested in RDQ each year fr the past three years? What is yur current supprt call backlg? What is yur average respnse time? Where is yur supprt call center? D yu utsurce develpment, and if s, where? Hw many resurces d yu have dedicated t Quality Assurance? Abut References Hw many net new custmers have yu signed in the past 3 years? (n upgrades r sales t base included). Wh was yur cmpetitin? Name the custmers yu have lst in the past three years, and explain why. What vendr did they chse? SCAMPS - June, 2014

Hw much and what percent f yur annual net revenue is reinvested in RDQ each year fr the past three years? What is yur current supprt call backlg? What is yur average respnse time?

19 Negtiatin Pst Demnstratins and Site Visits Evaluate each vendr during and immediately after their presentatins Questins back t the vendr Ask fr narrative clarificatins fr items still unclear Ask fr revised pricing Ask fr a list f all ptential custm mdificatins with pricing estimates. Ask fr a list f all third party applicatins required and the relative expenses Define integratin versus interface methds within the prpsal Site visits Divide staff int functinal areas Ask abut specific gd and bad experiences Ask abut the biggest challenges during implementatin and after live SCAMPS - June, 2014

Ask fr a list f all third party applicatins required and the relative expenses Define integratin versus interface methds within the prpsal Site

20 Negtiatin Analytic Tls Use yur rating scales fr nt just departmental functinality cmpatibility but als fr an verall picture NA 97% match Wrk Order prcess 92% match Utility Billing 91% match General Finance 89% match 94% match Mapping, staking Critical Needs AP Prcess Plant accunting HR / Payrll 78% match 89% match Custmer Service 96% match SCAMPS - June, 2014

Billing 91% match General Finance 89% match 94% match Mapping, staking Critical Needs AP

21 Negtiatin Analytic Tls Revisit yur drivers fr change Analyze yur areas f fcus Vendr 1 Vendr 2 Technlgy 5% 5% 4% Price 5% 2% 5% Integratin 15% 13% 10% Autmatin 5% 5% 4% Supprt 20% 20% 15% Vendr Stability and Backgrund 15% 15% 12% Departmental Functinality Requirements 15% 14% 13% Overall Utility Requirements 5% 4% 4% Implementtin Success 15% 10% 7% 100% 88% 74% SCAMPS - June, 2014

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26 Cmmitment Price and Functinality are nt the nly factrs A vendr needs t prvide excellent implementatin and training services and lng term develpment and supprt t prvide yu the tls t utilize the functinality tday and fr future grwth. Yu need t be gd partner, as well. SCAMPS - June, 2014

27 Questins? SCAMPS - June, 2014

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