Management Information Systems

Transcription

1 Management Information Systems A year of transition and preparation Following a period of consolidation of applications, the year under review was a year of transition and preparation for what is to come in the next few years. In 2009, the Corporation will be embarking on a large IUBS project that will connect all water meters through a network of RF and GPRS technology. Moreover, the current customer-care, billing and financial accounting systems will be replaced by an integrated solution. Thus all implementation, change and replacement were done cautiously in order to ensure no duplication of effort or waste of money. The Integrated Utilities Business System (IUBS) As mentioned above, the IUBS is an integrated system that covers core functions of the Corporation and is being implemented in conjunction with Enemalta Corporation. During the period under review, the Corporation finalized the IUBS tender process and concluded negotiations with the selected supplier. The system selected comprised three main themes: (i) an Enterprise Resource Planning (ERP) system incorporating finance and accounting as well as inventory and procurement and asset and workforce management (ii) a customer relationship management (CRM) and billing system (iii) an automated meter management (AMM) system The ERP will replace the current corporate financial and works management systems. The CRM and billing system will replace our current customer contact system and provide more functionality on customer profiling and intelligence. A new integrated billing system will replace the current application. This CRM and billing system will be closely integrated with the automated meter management (AMM) System which is a system that will allow the Corporation to automatically collect the meter readings from Head office as well as monitor meter performance. This will reduce the duration of the meter- 98

2 reading-to-billing-cycle and be able to provide almost real-time information to customers. Due to the nature of these systems and the data they will be producing, integration is of vital importance if targets of improved efficiency and reduction of losses are to be achieved. Furthermore, integration to some current utility systems will be retained as depicted below. 99

3 Corporate Database Management System In preparation for the IUBS, a project to build a common address data set was completed within The objective was to build up and maintain a common address data set that is managed independently of any other application and positioned as the central hub within a complex environment of processes, functions and operations. This is to support an integrated approach to the development, deployment and operation of systems and solutions. The initial starting point was the data within the current billing system owned by WSC given that almost all premises have a water service and new premises are almost immediately registered within this system. This data was also updated with new post codes and all the information updated so that it may be re-utilised as necessary regardless of the system it is providing the information too. Such data now provides valuable information to integrate with GIS positions and route and walking orders. Geographic Information Systems (GIS) The current GIS system was further enhanced due to its relation to the Corporate database project. Furthermore, MIS carried out various workshops with operational users to enhance system usage and to integrate both water and wastewater solutions. 100

4 Electronic Payment Gateway for the WSC website The WSC Website was upgraded to enable consumers to pay their bills on-line. This feature has proved to be a great success with consumers with electronic payments increasing month by month. The Corporation was one of the first utilities to introduce this electronic service thus providing another channel for customers. In due course the website will also allow the corporation s tenders to be available for purchase online. Other services under review are mobile services to advise subscribed customers about possible water cuts. The report below shows the total monthly transactions since the launch in February The last two months of the year show a drop in transactions because the new tariff system was being implemented and invoices were not being issued. 101

5 The report below shows the total amount of payments received through the payment gateway during Job Management and Reporting System (JMRS) This system was implemented for the Distribution unit and is now being enhanced to include all other business units for recording the details and costing of all unit jobs. Links with the Customer Contact System, Engineering Works Order and MIS Service Request Systems enable jobs to be raised through customer issues which would be forwarded to the Technical Department immediately for swift action. This system is the stepping stone and the preparation for the Works and Asset Management modules of the IUBS system which will be better integrated with the Accounts and Procurement systems as well as the HR system. 102

6 Support Services As regards the servicing unit of MIS, below is a snapshot of all the calls performed for each Unit as well as the calls split by category of service given: 103