HomeMy WebLinkAbout19D - UTILITY SRVS SYS UPDATECITY COUNCIL MEETING DATE:
DECEMBER 6, 2016
TITLE:
MUNICIPAL UTILITY SERVICES
SYSTEM UPDATE {STRATEGIC
PLAN NO. 7,2D)
CITY MANAER
CLERK OF COUNCIL USE ONLY:
024060MC
❑ As Recommended
❑ As Amended
❑ Ordinance on 15' Reading
❑ Ordinance on 20° Reading
❑ Implementing Resolution
❑ Set Public Nearing For
CONTINUED TO
FILE NUMBER
Receive and file an update on the City's upgraded Municipal Utility Services system.
DISCUSSION
The City of Santa Ana's Treasury and Customer Service Division performs the billing, payment
processing, and customer service for the City's Municipal Utility Services ("MUS") customers
(water, refuse, sewer, sanitation, and paramedic services) for more than 45,000 accounts
servicing the City's 340,000 residents and business community. This system bills and processes
approximately $73 million in annual payments.
On March 15, 2016, the City Council approved an agreement with Systems and Software Inc. to
upgrade the City's MUS customer information service/utility billing system ("enQuesta"), to enable
the City to provide new, updated customer and billing/payment services to our MUS customers.
This agreement represented the culmination of a series of Finance and Management Services
Agency agreements beginning in 2014 through 2016 to support enhanced electronic bill and
payment presentation, real-time payment posting, customer web portal, IVR, and mobile
application infrastructure. The prior, existing version of the enQuesta system had been
implemented in 2009 as part of the integrated finance and utility billing project.
Finance and Management Services Agency in collaboration with the Information Technology
Department launched the new upgraded system on November 7, 2016. The upgraded system
includes the following features:
New customer web portal — This web portal allows customers to create an online account in
order to conduct business with the City. Using the new portal, customers can now:
• View their billing and payment history, including electronic bill presentment
• View their consumption history
• Update their billing address
• Discontinue service
• Modify their autopay and e -billing preferences
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Municipal Utility Services System Update
December 6, 2016
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Real-time payment processing — The new software now allows the City to process real-time
updates to customer payments. Prior to this, the system had a one -day lag while the payments
were processed overnight.
Invoice Cloud Electronic Wallet — This cloud -based service is integrated into the City's utility
billing system and allows customers to make one-time payments, receive text notifications, and
process payments by text.
Coming Soon — Within the next few months, the City will also be adding two additional services:
• Mobile App — The "GO App" will be available for Apple iOS and Android devices and will
give customers the ability to view their account information and make payments using a
mobile app.
• Interactive Voice Response (IVR) — IVR functionality will be integrated into the enQuesta
system that will allow customers to access their account information and make payments
using via phone.
STRATEGIC PLAN ALIGNMENT
Approval of this item supports the City's efforts to meet Goal #7 — Team Santa Ana, Objective #2
(Establish communications plans to engage and inform employees and the community about City
activities) and Strategy D (Invest in software/resources that will help streamline the flow of
information to City staff and the public).
FISCAL IMPACT
There is no fiscal impact associated with this item.
n
Ja bulla
Chef Technology Innovations Officer
Information Technology Department
BF:WH
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