Laserfiche WebLink
Customer Service Requirements Workshop <br />Customer experience is critical to a utilities ability to generate goodwill within the community and is <br />a critical element of the project. Technology is creating new ways for utilities to communicate with <br />their customers, and we will work with the City to explore these communication channels. We <br />expect that the customer service requirements workshop will address the following areas: <br />• Customer account set-up <br />• Customer communication channels <br />• Web portal and online bill pay <br />• Bill messages <br />• Bill inserts <br />• Outage management <br />• Leak notification <br />• Electronic bill presentment and payment <br />Billing Requirements Workshop <br />Customer billing is one of the most complicated business processes that a water utility performs. <br />Billing serves as your utility's cash register and touches each customer. We expect that the billing <br />requirements workshop will address the following areas: <br />• Rate structures and charges <br />• Bill printing <br />• Payment processing <br />• Exceptions management processes <br />• Durining <br />• Start/stop/transfer service <br />Service Order Requirements Workshop <br />The service order workshop will cover the processes related to meter management and service <br />orders. We expect that the service order workshop will cover the following areas: <br />• Meter reading <br />• Meter service orders <br />• Meter inventory management <br />• Customer complaints and inquiries via CRM <br />• Service order dispatching and scheduling <br />• Other service order types <br />Data Conversion Requirements Workshop <br />Converting data from your legacy NaviLine system to the new utility billing system will be a critical <br />project element and the requirements for this must be clearly defined. Arcadis will conduct a data <br />conversion workshop where we will identify the conversion needs for the ABC Selection Set -vices <br />project, including areas, such as: <br />+ Service order history <br />• Meter inventory <br />• Customer accounts <br />• Financial transaction <br />Exhibit A, Scope of Basic Eugineering Services <br />PREc 2 <br />