12-04-2015 BPU RPT 05 - Laserfiche WebLink

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6 A i F k _ I - RIVERSIDE PUBLIC UTILITIES WI& Board Memorandum P U B L I C U T I L I T I F 5 BOARD OF PUBLIC UTILITIES DATE: DECEMBER 4, 2015 ITEM NO: 5 File ID — 15 -3851 — D SUBJECT: ENQUESTA CUSTOMER INFORMATION SYSTEM UPDATE ISSUE: Provide an update and oral presentation to the Board of Public Utilities on the status of the enQuesta Customer Information System implementation. RECOMMENDATION: That the Board of Public Utilities receive and file an update on the enQuesta Customer Information System. BACKGROUND: On February 17, 2015, Riverside Public Utilities (RPU) replaced the Banner Customer Information System (CIS) with enQuesta CIS. EnQuesta is a complex system that provides billing capabilities and information for Electric, Water, Refuse and Sewer services. The system provides customer and billing information necessary to support over 400,000 annual customer service contacts and generates over $400 million in billings annually. The project is currently in the "monitor & control" phase in which RPU is working closely with the Innovation and Technology (IT) Department and the software vendor, Systems & Software, Inc., to monitor the performance of the enQuesta CIS and make corrections as needed. As issues and defects are identified, the incident is assigned an issue type (see table below). The incidents are tracked in a database, corrective actions are completed by the vendor, testing is completed by RPU & IT and solutions are deployed into the live system. Issue Type Definition Critical Immediate and significant impact to billing groups of customers High Immediate and significant impact to billing for individual customers Medium Inefficiencies or extra work for staff Low Nice to have Currently, there are 162 critical and high issues, and 71 medium and low issues pending final resolution. The incident count fluctuates as items are resolved and new issues are discovered. Identification and resolution of software concerns is a component of the system stabilization process for complex software applications. This process often takes a minimum of a year from implementation.