1. Paving the Foundation to Success
Leveraging IT to Enhance Business Performance:
Paving the Foundation to Success
FY-15 IT Update
Jerry N. Johnson, GM/CEO Mujib Lodhi, CIO

2. Our Strategic Focus
An IT Strategy informed by fresh, holistic and business-driven thinking to deliver greater efficiency and fully aligned with WSSC’s Strategic Objectives.

3. WSSC Core Functional Pillars
WSSC’s core functional pillars provided the business context for our plan.
Build & Renew Plant and Infrastructure
Water Filtration & Wastewater Treatment
Distribution, Collection & Customer Service
Crosscutting Business Functions

4. 5-Year IT Strategic Plan – FY15 Summary

5. Recent Accomplishments (by Strategic Priority)
Customer Service
Infrastructure
Supply Chain Mgmt & Supply Diversity
TEAMS – Asset Management
Decision Support System
Records Retention Schedule
Cross Connection Management System (CCMS)
Firebook Hydrant Inspection App
Valve Exercise Program*
Asset Management Analytics*
CIP Analytics*
Interactive Voice Response System (IVRS)
ePlan Review
Online Bill Payment
Customer Contact Center
WSSC Mobile App
Next Generation Phone System
Field Service Management
Customer Connect Contact Center Analytics
SLMBE Compliance System
P-Card Reporting & Analytics
Procurement Spend Analytics $
Environmental Stewardship
Financial Stability
Workforce Management
Facilities Information Tool (FIT)
Industrial Discharge Control System
CIP Portfolio Manager / Consent Decree Management System
Bay Restoration Fees
Intelligent Mail Barcode
Delinquency Reporting
Revenue Remittance System
Watershed Permits
Financial Analytics*
Employee Self-Service
Applicant Tracking System
HR. Position Control
Performance Management System
HR. Analytics
Learning Management System
Security & Safety
Communications &
Stakeholder Relations
HyLo Hydrant Locator App
Electronic Security System (ESS)
Security Incident Management System Upgrade
Live Video Broadcasting
eBoardroom Solution
Outage Management
Customer Notification System (CNS)
Agency Project Coordination(APC) System
* Currently under development

6. Permitting Management System
Key Benefits:
Saves engineers over a month’s time waiting for reviews (reduces
processing time from 8-10 weeks to 2 weeks)
24/7 Access to Review Status: Engineers and applicants can go online
anytime to check on review status themselves – no calling or ing!
Significant environmental savings, by reducing paper, printing,
travel, and the time and costs associated with them.
For Every 100 Site Utility Plan Submitted Online, We Save:
80,000 Paper Drawing Sheets
5 Tons of Paper
13 Trees

7. Customer Contact Center Optimization
Our Approach to Contact Center Optimization:
Business Process Improvements Initiative
Benchmarking against Industry Best Practices (Muni. Utilities/All Indus.)
Establishing New Key Performance Measure (KPM)
Service level (SL): Answering 80% of calls within 180 seconds
Answer Rate (AR): Answering 90% of all inbound calls and
minimize call abandonment
Organizational Alignment/Development
Workforce Management
Quality Management
Implement Customers Survey Module (to measure Customer Satisfaction)
“Delivering Excellent Customer Service”

8. Key Measure of Success
Contact Center Optimization Progress.. Current Status

9. Customer Connect: Mobile App
Paper Process
Paperless Process
1200 Tickets
Zero Tickets
Ticket Printed per day (all depots)
FSA Tickets processed per day
800 Tickets
> 800 Tickets
FSA Ticket Processing Time
3 Mins/ Ticket
1 Minute per Tickets
2 Weeks
2 Hours
Overall Ticket Processing Time
” To Serve Our Customers Better”
Since Launch, May, ,000 e-Tickets….

10. 40¢ 110,955 registered customer accounts: e-Bill/e-Pay 147,215
Online Bill Payment
40¢
front-end savings per printed bill
Consider this...
WSSC has approximately
460,000 customer accounts.
If all customers switched to paperless billing, it would amount to over 1.2 million dollars in cost savings.
Key Benefits:
Totally free payment option for customers.
A single portal for customers to choose from the option of paying and subscribing the e-bills online.
Flexibility for future eBilling format changes.
Environmental stewardship: saves on postage & printing costs.
As of Dec. 8, 2015:
110,955 registered customer accounts: e-Bill/e-Pay
24%
147,215
registered customer accounts:
e-Pay
31%

11. Online Bill Pay Stats : FY-15
Payments Processed
$ Amount Processed
e-Billing
429,727
$70M
Credit Card/ATM/ACH
253,182
$57M
Phone Pay
147,290
$29M
Mobile Bill Pay
12,215
$1.8M
KIOSK
363
$75K

12. We accomplished much of this work with strong SLMBE participation
Unbundling the contracts and utilizing BOAs allowed us to maximize SLMBE participation
BOA 1052 (current)
BOA 1067 (current)
BOA 1111 (new)
BOA 1124 (replacement of BOA 1052)

13. BOA-1052
The Commission awarded approximately 32 separate task orders totaling $11.6 million. Of this amount, approximately $8.1 million was awarded to SLMBE firms.

14. BOA-1067
The Commission awarded approximately 72 separate task orders totaling $23.4 million. Of this amount, approximately $15.5 million was awarded to SLMBE firms.

15. Rate Payers Money- Doing More with Less!
Vendor Product LIST/GSA/GOV Price WSSC Price Discount
Daly CC&B SW $6,660,000 $1,064, %
Alliance ODI SW $1,741,000 $1,080, %
Alliance Eng. Sys HW/SW $1,897, $898, %
Alliance ERP SW $3,065,000 $1,067, %
Alliance ODI/Golden Gate SW $1, $729, %
CAS Severn Storage Sys HW/SW $3,297, $712, %
CAS Severn Storage Sys HW/SW $1,909,000 $1,088, %
$19 M - $6M = $ 13M
Sampling of Recent Cost Saving/Benefits Realized

16. Thank You! Any Questions?
Customer Service
Infrastructure
Supply Chain Mgmt & Supply Diversity
TEAMS – Asset Management
Decision Support System
Records Retention Schedule
Cross Connection Management System (CCMS)
Firebook Hydrant Inspection App
Valve Exercise Program*
Asset Management Analytics*
CIP Analytics*
Interactive Voice Response System (IVRS)
ePlan Review
Online Bill Payment
Customer Contact Center
WSSC Mobile App
Next Generation Phone System
Field Service Management
Customer Connect Contact Center Analytics
SLMBE Compliance System
P-Card Reporting & Analytics
Procurement Spend Analytics $
Environmental Stewardship
Financial Stability
Workforce Management
Facilities Information Tool (FIT)
Industrial Discharge Control System
CIP Portfolio Manager / Consent Decree Management System
Bay Restoration Fees
Intelligent Mail Barcode
Delinquency Reporting
Revenue Remittance System
Watershed Permits
Financial Analytics*
Employee Self-Service
Applicant Tracking System
HR. Position Control
Performance Management System
HR. Analytics
Learning Management System
Security & Safety
Communications &
Stakeholder Relations
HyLo Hydrant Locator App
Electronic Security System (ESS)
Security Incident Management System Upgrade
Live Video Broadcasting
eBoardroom Solution
Outage Management
Customer Notification System (CNS)
Agency Project Coordination(APC) System
* Currently under development