APS Case Study

Arizona Public Service

Sure Power’s CC&B experience, tailored methodologies, and disciplined approach to specifically addressing and mitigating risk successfully protected APS’s customers and revenues.

Challenges

APS transitioned from its legacy Customer Information System to Oracle CC&B in March 2017. Prior to conversion to the new billing platform, APS recognized the need for expanded resources with expertise in Oracle CC&B to augment their current Billing organization.

APS used the best practices experience of Sure Power resources and prepared for the unexpected. The change in bill exceptions and an increased need in overall support in the areas of estimated reads, complex billing, meter exchanges, and field orders.

Solution

Our Director of Customer Operations was assigned to work with APS’ Director of IT and Director of Customer Service and Revenue Operations to ensure a stable conversion to the new CIS. Based on Sure Power Consulting’s prior expertise and success stabilizing other conversions to Oracle CC&B, our Director assessed the need for and recommended the Sure Power Consulting methodology for Business Readiness & Post-Production Stabilization. Sure Power Consulting then performed the following functions: 
  • Mitigated and remediated the impact of this CIS deployment on customer experience/delayed billing
  • Addressed the typically underestimated volume of exceptions and overestimated ability of organizations to manage those exceptions
  • Enhanced client personnel’s system knowledge and productivity through real-world training
  • Ensured services were billed and revenues were received in a timely, systematic, and sustainable manner
  • Staffed predominantly by local resources, controlling costs while creating a pool of potential future FTE hires for client’s organization
Sure Power followed a structured and disciplined vetting process, and based on the client’s need, Sure Power hired high performing individuals to fill those positions. Our “boot camp” approach to training had new BA’s working in the system (on and off site) within ten (10) business days with additional training layered on as their skills developed.

Preparing for Go Live

One month prior to Go-Live, APS requested ten (10) seasoned, senior analysts who had worked in the new system previously. In response, Sure Power Consulting: 
  • Established a team of Senior Business Analysts at go-live to support their billing operation
  • Created a tracking system to monitor error types
  • Task timed incoming work to establish productivity levels
  • Worked to provide ongoing training and to their full time employees
  • Developed reports specific to billing and post-conversion

Results

Sure Power, with its proven methodology and partnership with APS personnel were able to achieve specific stabilization goals set by APS by December of 2017. 

Sure Power implemented a work assignment tool and process to deliver work to, and track completion for the entire staff. Reporting inflow, throughput, by individual, team and work type, allowed the team to “plan the work and work the plan”.

Sure Power developed and implemented a QA process to review completed work for accuracy which gives all associates “lessons learned” and weekly feedback to reduce errors and improve productivity.

Sure Power continues its partnership with APS and participates in client strategy meetings to develop new and revised approaches to work and work management as well as provide billing support. The Sure Power Billing Analysts work alongside APS personnel, sharing lessons learned and providing timely and accurate billing to their customers.
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Client Profile
Arizona Public Service

Founded in 1885, Arizona Public Service (APS) is the largest utility in Arizona, serving 1.2 million customers throughout 11 counties across the state.

Project Details
  • Initial 9 week training, change management and billing exception support for Oracle CC&B conversion
  • Oracle CC&B functionality supported: Estimated Reads, Complex Billing, Meter Exchanges, and Field Orders.
  • Sure Power Consulting resources: 1 PM, 2 SME, 7 Go Live Support Specialists 
"Sure Power Consulting was instrumental in helping us answer the question: 'what happens when we throw the switch?"

Jeff Johnson, Director of Customer Service and Revenue Operations
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