Customer Services and Information Technology Friends Not Foe Alisa Mann Customer Services Manager Las Vegas Valley Water District Metering America 2005

Top ten ways to make “IT” work Based on 4 years of near continuous Information Technology renovations at LVVWD Customer Services Interactive Voice Response – Avaya Conversant Skills based ACD – Avaya CMS Quality monitoring - Nice Workforce Management – Blue Pumpkin Screen pops – Avaya Interaction Center Multi-media blending – Avaya IC and RightFax CIS – PeopleSoft CIS coming 8/05 Focus on CIS – most complex project of all

#10 – Senior business analysts Have senior business analysts act as liaisons between your operations and IS, especially for larger projects like CIS where there are major business process re-design opportunities. BA

#9 – Use a forklift to upgrade CIS system and business processes Don’t make the new system look like the old system and disguise this as “customization” to your business Embrace new technologies Study how others use it first before deciding to change or customize it.

#8 – Recognize that product knowledge = business knowledge Don’t rely solely on product vendors to be consultants on your business – their business is generally their products. Use trained utility business process specialists (internal or consultants) to help re- engineer your processes to take advantage of the new CIS system. Out of Box Product Your Business

#7 – Look at end-to-end processes Don’t work in silos! Re-design end to end processes across work areas for best return on your investment

#6 – Set your alarm clock on a typical timeframe and budget Don’t underestimate $$$$$, resources or schedule – research similar implementations for benchmarks. Focus on priorities Gaining efficiencies Mandatory requirements for go-live Live in the house before re- modeling it … otherwise projects can take forever and spiral out of budget control

#5 – Monitor progress closely & recognize it Implement strong management controls with simple measurement tactics Scorecard of Monthly Progress Track % Completion On Key Items Management Flash Reports Recognize milestones – CIS projects are long, so you need to have interim gratification to keep teams motivated

#4 – Be a bottleneck breaker …not a Belly-acher Set up escalation paths for decision making, especially across departments New business rules Better processes Customizations Reporting As a manager you can become a bottleneck or be a bottleneck breaker DECISIONS

#3 Focus, don’t juggle Don’t take on too many overlapping technology projects Employees cannot be constantly in change mode, especially contact centers CIS implementations are enormous – don’t expect to get much else done VS.

# 2 – Simulate real use during testing Focus Groups and Usability Testing with Customer Service Associates, Support Staff and Customers Performance Testing to make sure there are no surprises in full scale operation Parallel billing tests with old and new systems Independent audit programs to balance converted data and billed dollars

#1 – MOST IMPORTANT Remember that CIS is not an “IT” project CIS is a business project. Dedicate business resources in each functional area and backfill their positions to get the best results

Questions ? Thank you for your time! Alisa Mann Las Vegas Valley Water District Customer Services Manager (702)