Cecil McMaster

“The combination of UMAX and Microsoft provides a world-class cloud and SaaS solution we simply couldn’t find with other vendors. It is a powerful answer to our customer service challenges. I also appreciate the dedication of the Itineris staff and their innovative approach. They are a true partner.”

Cecil McMaster,
Business Information Officer, New York City Department of Environmental Protection

Itineris Customer: New York City Department of Environmental Protection

About

New York City Department of Environmental Protection (DEP) has the tremendous responsibility of providing more than 1.1 billion gallons of clean water to more than 9 million New Yorkers each day, while also collecting the city’s wastewater through a vast network of underground pipes, regulators, and pumping stations. This considerable task was made even more challenging by the utility’s reliance on an obsolete legacy customer information system (CIS) that had reached end of life and had begun putting revenue and reporting at risk. So in 2017, DEP began their journey to select and implement a replacement CIS solution. One with best-of-breed technology that would align with their digital transformation strategy and help fulfill their vision of becoming a world-class water and wastewater utility.

water
sewer
0k
ACCOUNTS
0M
PEOPLE SERVED
0
USERS

Challenges

The decision to replace their legacy CIS solution stemmed from several key objectives:

  • Keep pace with new rate designs

  • Launch a new, easier-to-read bill

  • Improve operational efficiency by eliminating manual processes

  • Offer a customer service portal with self-service capabilities

  • Reduce inquiries to alleviate pressure on CSRs and improve turnaround times

Solution

After a thorough search and selection process, NYC DEP selected Itineris and their cloud-based UMAX CIS solution over Oracle and SAP. UMAX is a fully integrated solution and was ideally suited to fulfill NYC DEP’s meter-to-cash, customer service, mobile work management, and business intelligence requirements.

The following factors influenced NYC DEP’s decision:

Itineris develops, delivers, and supports UMAX themselves.

The DEP team knew they could develop an intimate relationship with Itineris and grow together. Itineris made it clear they would remain invested in DEP’s success from start to finish.

Itineris has never failed or walked away from an implementation.

Unlike other vendors in the CIS/CRM space, Itineris has a spotless track record of successful project implementations. This stems from an absolute commitment to fulfilling customer ambitions.

Other vendors' CIS platforms require costly and complex upgrades.

By contrast, Itineris’ One-V delivery model leverages Microsoft’s cloud-based D365 platform to deliver smaller, less-intrusive software updates to DEP’s UMAX CIS, effectively future-proofing the system.

DEP already utilized Microsoft products in their day-to-day operations.

They knew that Microsoft Azure and Dynamics 365, upon which UMAX is built and delivered, would ensure cost savings, added flexibility, and improved security.

Results

Implementing UMAX resulted in numerous benefits, including:

  • More efficient access to critical decision-making information

  • Reduced silos within DEP’s various functional units

  • Faster, more reliable business processes through operational efficiencies

  • Boosted flexibility to adapt to future requirements

  • Increased satisfaction for both customers and CSRs*

*NYC DEP has experienced a steady increase in customer self-service users since adopting UMAX, growing at a rate of more than 5,000 users each month!

The addition of UMAX’s streamlined customer service representative portal (CSR 360) also equipped NYC DEP with valuable tools such as first-call resolution and seamless integration with other key applications.

5,600+

new self-service users each month

Becoming a utility of the future

With UMAX and its powerful integration with Microsoft Dynamics 365 for Finance, Itineris was able to help NYC DEP improve their business analytics, customer empowerment tools, and digitization while automating manual processes.

Going the Extra Mile

The implementation team had to overcome significant challenges to meet the project go-live deadline. Development and cutover of the system took place during the height of the COVID-19 pandemic. To make it even more challenging, Hurricane Ida forced the closure of DEP headquarters for several days while data migration was taking place before the cutover, causing flooding and power outages throughout the city.

Adapting quickly, the implementation team sourced generators to provide power and worked tirelessly to complete cutover and go-live remotely, on schedule, and on-budget to a high standard of quality.

10 feet

of water in the NYC DEP server room during cutover

25k

hours of employee UMAX training via hybrid or remote-only due to COVID-19

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