Upgrading a CIS and MDMS to provide an evolved, reliable, and efficient customer experience

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Submitted by Sara Fortin on

Key takeaways

  • A southern municipality wished to upgrade its outdated customer information system (CIS) and meter data management system (MDMS) to meet customers’ ever-evolving needs and growing demand for reliable and efficient services.
  • Using its proven NavigateOne™ methodology, E Source worked alongside the municipality to seamlessly guide the entire process, thoroughly assessing the utility’s needs and helping it choose the best vendors and solutions for the project.

E Source 2023 Utility Ad Awards Contest is now open

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Submitted by deliverable_ho… on

E Source, the data authority for the utility industry and enabler of the About E Source, just announced the launch of the 2023 Utility Ad Awards Contest. The annual contest recognizes and rewards creative excellence in utility advertising. The contest is now open and accepting entries until May 12 from any electric, gas, or water utility located in the US or Canada.

Developing comprehensive utility programs for low- and moderate-income customers

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Submitted by Sara Fortin on

Through a collaboration with the Edison Electric Institute (EEI), E Source brought together three utilities with a shared goal: to better understand their low- and moderate-income (LMI) customers’ energy challenges and design solutions to help them manage their utility bills.

Streamlining the customer experience with next-level AMI Day 2 opportunities

My Account

Submitted by Sara Fortin on

Key takeaways

  • After deploying a new advanced metering infrastructure (AMI) system, a Canadian water utility wanted to leverage its investment to improve value, save money, and satisfy regulatory commitments to improve the customer experience.
  • The utility worked with E Source to better understand the breadth of Day 2 opportunities its AMI implementation made possible.

In partnership with E Source, the City of Tallahassee, Florida, continues its digital transformation with its deployment of a cutting-edge CIS

My Account

Submitted by deliverable_ho… on

E Source congratulates the City of Tallahassee, Florida, for completely delivering its customer information system (CIS) project. In cooperation with City leadership, management, and all project members, along with E Source’s program management team, the City has successfully deployed and is now live on its new Itineris UMAX Customer Information and Customer Self-Service System, Honeywell Meter Data Management System (MDMS), and Paymentus payment solution.

Achieving customer satisfaction goals with a deliberate approach to customer experience investments

My Account

Submitted by Sara Fortin on

Key takeaways

  • A large multicommodity utility wished to significantly increase its customer satisfaction (CSAT) benchmark within three years. With an IT transformation and multiple rate increases looming, the utility needed help achieving its challenging goal.
  • E Source used its proprietary model to help the utility forecast CSAT results based on its prioritized technology and process improvement projects.

Beyond listening: Turning customer feedback into action

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Submitted by Christina Bryson on

Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?

Targeting high-risk circuits to improve infrastructure reliability and reduce customer outages

My Account

Submitted by Sara Fortin on

Key takeaways

  • A northeastern utility needed to minimize the frequency and duration of customer power outages while optimizing its costs to achieve reliability goals.
  • The utility teamed up with E Source Data Science to quantify and predict system-wide, condition-based risk at the circuit level and investigate high-risk areas to target.

South Coast Water District partners with E Source to achieve seamless CIS and CSS migration

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Submitted by deliverable_ho… on

E Source congratulates South Coast Water District (SCWD) for the successful migration of its customer information system (CIS) and the deployment of a new customer self-service (CSS) solution. In partnership with E Source’s program management team, SCWD upgraded to the latest version of enQuesta CIS and deployed the new Capricorn CSS, both developed by Systems & Software.

Trends in utility organizational structures for mobility

My Account

Submitted by Elizabeth Minor on

Key takeaways

  • Most utilities have added mobility-related positions within their demand-side management (DSM) or customer energy solutions groups. Some utilities put mobility outside of DSM under a strategic or new programs group.
  • Most utilities have mobility positions at the manager and program manager levels.
  • Some utilities have set up a cross-departmental working group to coordinate across the positions that work on mobility.
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