![Cecil McMaster Cecil McMaster](https://www.itineris.net/wp-content/uploads/2021/04/cecil-mcmaster.png)
“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 Itineris Customer: New York City Department of Environmental Protection](https://www.itineris.net/wp-content/uploads/2021/01/Logo-NYC.png)
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.
Challenges
The decision to replace their legacy CIS solution stemmed from several key objectives:
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:
Results
Implementing UMAX resulted in numerous benefits, including:
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.