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LEVERAGING SAP SOLUTIONS FOR UTILITIES AND PUBLIC SECTOR. Karen Larkin, City of Tacoma. June 2004. INTRODUCTION TO OUR CITY. Demographics 7 Full Services Utilities Electric, Water, Wastewater, Surface Water, Solid Waste, Cable TV/Internet, Railroad Basic City Services

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Leveraging sap solutions for utilities and public sector

LEVERAGING SAP SOLUTIONS FOR UTILITIES AND PUBLIC SECTOR

Karen Larkin, City of Tacoma

June 2004


City of tacoma washington

INTRODUCTION TO OUR CITY

  • Demographics

  • 7 Full Services Utilities

  • Electric, Water, Wastewater, Surface Water, Solid Waste, Cable TV/Internet, Railroad

  • Basic City Services

  • Police, Fire, Public Works, Library, Economic Development, Human services

  • Support Departments

  • Legal, Human Resources, Finance, General Services, CIS

CITY OF TACOMA, WASHINGTON


The value of existing systems would diminish over time

VALUE

Cost

Risk

Functionality

TIME

2002

THE VALUE OF EXISTING SYSTEMS WOULD DIMINISH OVER TIME


What is replacing business systems really about

Redesign business processes

Standardize processes across organization

Clean-up old data

Modernizing the processes and systems

Customer-centric

Capability to grow

Long term partnership

WHAT IS REPLACING BUSINESS SYSTEMS REALLY ABOUT?

“It’s more than just software!”


Selection process step 3 making a decision

Project Costs

Costs

O&M Costs

Software Vendor

Implementer

Rating

Project Approach

Risks

Contract Terms

Stakeholder Acceptance

Ongoing Management

Functionality

Benefits

Main selection considerations

Technical Architecture

SELECTION PROCESS STEP 3:MAKING A DECISION


Tui sap was selected for lower cost and greater benefits

PROJECT BENEFITS

Fully integrated enterprise solution

Long-term partnership for continuous improvement

Flexibility and commitment of TUI Team

Technical architecture flexible and scalable

Customer responsiveness

Ability to drill down and navigate within one system

TUI-SAP WAS SELECTED FOR LOWER COST AND GREATER BENEFITS


The scope encompassed the city s diverse needs

PROJECT SCOPE OVERVIEW

  • 102 Legacy Systems Replaced

    • CIS – Utility billing (5 utilities on one combined statement)

    • Financials (ARMS)

    • Human Resources (PeopleSoft)

    • Various Work Management (e.g. Hansen)

    • Budget (BRASS)

    • Permitting (Tidemark)

    • Tax & License (TALIS)

    • Fleet Services (Ultra Main)

    • Retirement

  • Manual Processes Replaced (e.g., Field)

THE SCOPE ENCOMPASSED THE CITY’S DIVERSE NEEDS


Sap provided a comprehensive solution

PM

Plant

Maint.

FI-A/P

Accts.

Payable

BW

SEM

MM

Materials

Mgmt.

SM

Service

Mgmt.

FI-G/L

General

Ledger

FI-A/R

Accts.

Rec.

SD

Sales &

Distribution

CFM

Corp. Fin.

Mgmt.

MM

Purchasing

CO

Controlling

AM

Fixed Assets

Mgmt.

Work

Clearance*

MDSI*

SAP R/3

Enterprise

QM

Quality

Mgmt.

IM

Invest.

Mgmt.

PS

Project

Systems

PS

Project

System

GBC

GIS* – CAD*

PT

Pers. Time

Mgmt.

Integrated

Planning *

IS-PS/GM

Grants

Mgmt.

CATS

IS-PS

PY

Payroll

IS-U/FERC

ESS

IS-PS

TE

Trn. & Event

Mgmt.

PA

Personnel

Mgmt.

WF

Workflow

IS-U/CCS

SAP PROVIDED A COMPREHENSIVE SOLUTION

Accounting

Logistics

Human Resources

Industry Solutions


Ccs system performance after 60 days

  • 592,046 utility bills mailed (less than 1%)

  • 15,100 notifications created, 10,679 completed

  • 13,000 citizens have enrolled in tacomaservices.org (over $1M paid online)

  • Online citizen requests for non-bill related matters are regularly used and processed

CCS SYSTEM PERFORMANCEAfter 60 days


Effects of go live on the organization

IMPACT OF IMPLEMENTATION

  • Challenge of Big Bang approach

    • City Employees stretched thin

    • Service impacts

    • Business rules vs. system rules

  • Go-live bumps

    • Boundaries on work changing

    • Authorizations and access to data

EFFECTS OF GO LIVE ON THE ORGANIZATION


Sap implementation cost benefit profile

Cost

Benefits

Implementation18 months

Stability

18-36 months

Long-term

SAP IMPLEMENTATION COST/BENEFIT PROFILE


Early benefits have been seen citywide i

BENEFITS TO THE CITY

  • One clean data base

  • Not printing/distributing most employee time cards

  • Not printing and distributing green bar reports

  • One call crew efficiencies

  • Purchasing automated routing, 3-way match and tracking

  • Open purchase order process replaced

EARLY BENEFITS HAVE BEEN SEEN CITYWIDE (I)


Immediate benefits have also been seen from cis

BENEFITS FROM CIS

  • Automated credit card verification

  • Security deposits on utility invoice, automated on final bill

  • Joint invoicing of service at the same address, and collective invoicing of services at different addresses

  • Reduce days between meter reading and billing

  • Collection agency weekly, not monthly

  • Third-party vendor no longer needed for Tax and License printing

IMMEDIATE BENEFITS HAVE ALSO BEEN SEEN FROM CIS


Area internet self service

VALUE MEASURES

  • Online activities

    • Bill payment

    • Solid waste services

    • Downloading Tax & License forms

    • Citizen notifications

  • On-site activities

    • Service counters

    • Calls

    • Paystations

AREA: INTERNET SELF SERVICE


Sample value internet self service

VALUE MEASURES

  • UTILITY CUSTOMER ONLINE BILL PAYMENT

    • 250,000 utility accounts in total

    • At 5%, there are 7,500 ISS users

    • At $4.00 each for 12 months

    • Savings of

      • $360,000 per year

      • 10% of 60 CSAs saves 6 FTEs or reduces 5.9 minute call time to 5.3 minutes

SAMPLE VALUE: INTERNET SELF SERVICE


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