Operational
Stabilization
and Optimization
for Billing

One of Nation’s
Largest Electric Utilities
Distributer

15 MM

Consumers

13,500

Employees

50K

Square-Mile Service
Area

Business Strategy Image

Business Need

Need to improve billing and contact center metrics through
PMO services
Need supplemental support to:
Administer program governance
Administer program scheduling
Administer program controls
Support organization team with intake & prioritization process

Challenge

Skillset
Resource bandwidth
SOW’s established scope
Designated contractor coordinator
Lack of tools
Stability of tools in use
The large pool of stakeholders and projects

Business Strategy Image

Business Strategy Image

Solution and
Results

Transparent status & progress reporting :
Accomplishments
Key milestones
Metrics
Risk (key risks)
Issues, mitigations, and decisions
Financial reporting (budget vs. actual, plus contingency)
RAID log management
Change control log tracking (approved, pending, and
rejected items)
Established Center of Excellence (COE)