Billed and Unbilled Revenues Capability Transformation

Nation's Largest Three -Service Municipal Utility

440K

Customers

100

Years in Business

2,700

Employees

440K Electric, 320K Gas, and 260K Water Customers

Business Strategy Image

Business Need

Process-centric management capability for Meter-to-Cash
Supportive organization model
Operational metrics and dashboard
Operational activities (i.e., data acquisition, bill presentment, payment processing)
Communications and training to support transformation

Challenge

Organization’s cultural alignment to performance standards
Communicating transformation’s purpose and plan
Operational training with capabilities being changed or introduced
Ability to accelerate development with metrics and dashboards

Business Strategy Image

Business Strategy Image

Solution and
Results

Achieved operational productivity improvement across Meter-2-Cash
Enabled Lean Six Sigma disciplines with the development of Meter-2-Cash processes
Established dashboards to track and report metrics
Implemented change management strategy to support acceleration