iiac working group on standards and applications 20 june 2000 l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
IIAC Working Group on Standards and Applications 20 June 2000 PowerPoint Presentation
Download Presentation
IIAC Working Group on Standards and Applications 20 June 2000

Loading in 2 Seconds...

play fullscreen
1 / 37

IIAC Working Group on Standards and Applications 20 June 2000 - PowerPoint PPT Presentation


  • 747 Views
  • Uploaded on

IIAC Working Group on Standards and Applications 20 June 2000 Customer Care and Billing System Water Supplies Department Paul Whitmore Consultancy Associates Ltd 2117 7111 whitmore@calglobal.com Project Objectives

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'IIAC Working Group on Standards and Applications 20 June 2000' - Olivia


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
iiac working group on standards and applications 20 june 2000
IIAC Working Group on Standards and Applications 20 June 2000

Customer Care and Billing System

Water Supplies Department

Paul Whitmore

Consultancy Associates Ltd

2117 7111

whitmore@calglobal.com

project objectives
Project Objectives
  • To identify functional and technical requirements to implement the CSP to allow the WSD to deliver customer focused services and realise the one stop shop concept
  • Identify the services to be delivered electronically to support the HKSAR government’s Electronic Service Delivery (ESD) initiative
  • To identify the options and make a recommendation
  • To estimate the associated costs and benefits of the system
  • To devise a plan for implementation
  • To define the framework for IT outsourcing
slide4

Customer Service Processes

CUSTOMER CONTACT PROCESS

RESPOND TO

CUSTOMER

INVESTIGATE

ACCOUNT

CTEC

FITS

CARBS

CTEC

IVRS

BILLING & COLLECTION PROCESS

WIS

OPEN

ACCOUNT

PRINT

BILL

RECEIVE

PAYMENT

DEBT

RECOVERY

CLOSE

ACCOUNT

WIS

WIS

TES

CREDITS

WIS

GDNS

CA3

CWAS

WIS

REGIONAL SERVICES PROCESS

METERING

WORK

SITE

CHECKS

NEW

SUPPLY

READ

METER

EMRS

HHD

ANEWS

WMMS

MSS

WORK NOTES

WOS

ISIS

IMJRMS

Mandatory process activities

Optional process activities (depending on circumstances)

slide5

Organisation Structure andRoutine Operations

  • The current structure is a product of history and reinforces the old ways of doing things
  • Customer service is fragmented across four divisions, so lacks focus and accountability
  • HQ and regional customer activities are not integrated
  • The close links with Government for provision of staff and services impact on efficiency and flexibility
  • Old systems and bureaucratic procedures have led to functional working and heavy ‘back office’ staffing
  • Full management of complaints is not practiced
slide7

Vision of future use of I.T.

  • A fully integrated customer information system which automates many of the current manual ‘work arounds’
  • Electronic document distribution and storage
  • On-line comprehensive information for all staff dealing with any customer contact method (phone, letter, face-to-face, ESD)
  • Choice of language for both external and internal interfaces
  • Caution needs to be exercised when promoting customer service facilities
slide8

Evolution v. Revolution

  • Process modification by:-- business process reviews (evolution)- business process re-engineering (revolution)
  • WSD’s process changes will not be revolutionary - more an evolutionary leap
  • WSD’s organisation structure requires a more revolutionary re-assessment
slide10

Features

  • A new Customer Services Division
  • Single focus and accountability
  • Aligns HQ and regional activities
  • Process not functional structure
  • Customer Relations and Meter Test Laboratory are outside the structure
slide15

User Requirements

  • General Functions
  • Customer Contact Process
  • Billing and Collection Process
  • Regional Service Process
  • Application Management
  • Control, Security, Recovery and Audit
  • Constraints
slide16

General functions

  • Y2K Compliant - leap years
  • Language
  • Integrated
  • Letter Writing
  • Electronic Document Management System
  • Reporting Tools
  • Standard Addresses
  • ESD
slide17

Customer Contact Process

  • Customer Contact Management
  • Service Orders
slide18

Customer Contact Management

  • Complaint Management
  • IVRS
  • Access Control
  • Technical Complaints
  • Water Supply Suspension Information
  • Building/Street name database
  • Enquiry Record and Referral
slide19

Service Orders

  • Create and modify
  • Initiate Work Orders
  • Automate Letter Production
  • Track Progress
  • Automatic Distribution
  • Reporting
slide20

Billing and Collection

  • Billing for water and sewage services
  • Bill processing and production
  • Revenue collection
  • Debt recovery
slide21

Regional service

  • Meter reading
  • Meter management
slide22

Application Management

  • System management
  • User interface
slide23

Control, Security, Recovery and Audit

  • Authorised access
  • Data retention
  • Reconciliation
  • Recovery
  • Audit
  • Data Integrity
slide24

Constraints

  • Equipment
    • WAN
    • One workstation/desk
    • Imaging, EDM, workflow
  • Interfaces
    • LAFIS
    • CTEC
    • HHC
    • GIS
slide25

Constraints continued

  • Procedures
    • revision and documentation of processes
  • Input/Output
    • Payment processing
  • Operational
    • Y2K compliant
    • Outsourcing supplier available
    • IT section structure
slide26

Constraints continued

  • Business organisation and policy
    • funding at right time
    • process not function
    • change of culture
    • break from traditional IT support
    • change in certain procedures cleared by ICAC
slide27

Constraints continued

  • Staff Issues
    • User involvement
    • Training
    • IT literacy
    • Customer centered skills
slide28

Integration/Interfaces

  • CTEC
  • EDM
  • ESD
  • EMRS
  • Payment Processing
  • GIS
  • IMRJMS
  • Autopay
  • Bill print file
slide30

Data Sizing

  • Network Sizing
    • Assuming time taken to download 4 x A4 images of text
    • Customer Centre Less than 1 second
    • Regional Office, Mongkok 22 seconds
slide31

PC Sizing

  • Component Minimum Configuration
  • CPU PII 350
  • RAM 64 MB
  • Hard disk 1GB
  • Monitor SVGA (800 x 600)
  • Total number required 431
rfi objectives
RFI Objectives
  • Assess the availability of suitable software package solution in the market;
  • Provide an indicative cost of the software solution
  • Identify vendors for further demonstration
rfi language support
RFI - Language Support
  • No package comply with all the language requirements
  • Most packages can accept double byte character input
  • Chinese GUI interface is not supported by any package
  • Vendors will need to asses their future commitment before tender published
slide34

INSTALMENTS

MISCELLANEOUS

CHARGES

APPOINTMENTS

REPORTING TOOL

REFUNDS

TES SURCHARGES

PERFORMANCE

MEASUREMENT

METER READING/

ROUTE MANAGEMENT

GIS DISPLAYS

BILLING &

COLLECTION

SYSTEM

METER

MAINTENANCE

WORKFLOW

& IMAGING

IVR/ACD/CALL

MANAGEMENT

DEBT RECOVERY

PAYMENT

PROCESSING

LETTER

WRITER

NEW APPLICATIONS

BULLETIN

BOARD

DEPOSITS

BILL FORMATTING

FACILITIES

SERVICE ORDERS

ESD

APPLICATIONS

COMPLAINTS

REGISTER

FAULT INFORMATION

AND REPORTING

towards the target
Towards the Target

Gradual Improvement

Quality Councils,

Team Empowerment

Completion of

Organisation

Changes

Document

Management

Effectiveness

New Customer

Care System

99%

95%

Organisation Changes Start from day one

5 Years

x Years

slide36

How the new system will

enhance the new structure (1)

New systems

New structure

New skills

New culture

New culture

Time

slide37

Dependencies

  • Integrated IT at every workplace
  • Image/workflow for document management
  • Culture change
  • HR issues (civil service, re-training)
  • Communication
  • Training