MARCH 1, 2011 BUDGET AND FISCAL AFFAIRS (BFA) PROPOSED DRAINAGE CUSTOMER SERVICE INFORMATION SYSTEM Item 8 on February 23, 2011 Council Agenda Item 50 on March 2, 2011 Council Agenda DRAFT

2 OVERVIEW  No impact on the General Fund  FY 11 costs funded by storm water budgetary savings  Needed regardless of how drainage charge is billed  Leverages current and future technology investments

3 FUNCTIONAL REQUIREMENTS  FOR CUSTOMERS– provide web accessible capability to: review drainage utility charge determinations request verification and correction monitor status updates request an appeal hearing  FOR DEPARTMENT— provide functionality to: Automatically receive and track all service requests via web, fax, mail Leverage use of existing investment in Oracle and Infor technology Establish foundation for future expanded use of these tools for other business processes (i.e., UCS billing, code enforcement, 311, etc.)

4 CIS MODERNIZATION STRATEGY  GOAL Replace 25-year old Water Customer Service System (WCIS) with industry leading Infor CIS by Dec 2012  BUSINESS IMPACT Improved Billing Services Improved Customer Service Effectiveness Improved Operational Efficiency  ESTIMATED COST  ESTIMATED COST REDUCTION FOR WCIS Net Maintenance Cost Reduction: $450,000 Infor Hansen Customer Service System (CIS)Average Cost for Other Solutions Implementation Cost: $6.5M Maintenance: $250,000 /yr 2008 Gartner Implementation Cost Estimate: $17m

5 IMPLEMENTATION TIMELINE JanuaryFebruaryMarchAprilMayJuneJulyAugust Begin Technology Development City Council Approval Complete System Implementation Begin Processing Correction Requests Begin Appeal Hearings Begin Billing Drainage Utility Charge Begin Collecting Drainage Utility Revenue System Procurement and Installation Starts

MARCH 1, 2011 BUDGET AND FISCAL AFFAIRS (BFA) PROPOSED DRAINAGE CUSTOMER SERVICE INFORMATION SYSTEM Item 8 on February 23, 2011 Council Agenda Item 50 on March 2, 2011 Council Agenda DRAFT