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MLGW Billed
and Unbilled
Revenues

Nation's Largest
Three -Service Municipal Utility

440K

Customers

100

Years in Business

2,700

Employees

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

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Business Need

  • Reliable customer billing (including unbilled revenue)
  • Meter-to-cash customer bill process
  • Resolve the growth of unbilled revenues
  • Prioritization and business case explaining factors to be addressed
  • Roadmap for optimizing billing operations

Challenge

  • Delayed billing
  • Increase in unbilled revenues
  • Gaps with E2E revenue processes
  • Unknown systemic issue brought on by the technology in place
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Solution and
Results

  • Developed mapping of industry capability model (using ITIL
    methodology)
  • Developed a comprehensive RCA illustrating the factors that increase
    with delayed billing
  • Presented options for remediation of delayed billing
  • Meter-2-Cash integration solution architecture
  • Developed Organization Design and Business Transformation Plan
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