Oracle - Fayetteville Public Works Commission Selects Oracle and Infosys to Support Smart Grid and Customer Service Initiatives
Oracle and Infosys announced that Fayetteville Public Works Commission (FPWC) – which provides electricity, water and wastewater services to approximately 110,000 customers in the City of Fayetteville, N.C. and surrounding areas within the county – has selected a broad footprint of Oracle applications and technology solutions, along with Infosys implementation expertise, to improve customer service and support smart grid initiatives.
The utility, which is updating its business systems as part of a broader transformation initiative to enhance operational efficiency, selected Oracle Utilities Customer Care and Billing, Oracle Utilities Mobile Workforce Management, Oracle Utilities Work and Asset Management, the Oracle E-Business Suite, Oracle Hyperion Planning, Oracle Hyperion Financial Data Management, Oracle Business Intelligence, Oracle Fusion Middleware and Oracle Database. FPWC will implement the Oracle solutions simultaneously and launch the applications in multiple phases.
With Oracle Utilities Work and Asset Management, Oracle Utilities Mobile Workforce Management and the Oracle E-Business Suite solutions, FPWC hopes to improve communication between customer service representatives, dispatchers and technicians – ultimately boosting workforce productivity and reducing operating expenses while helping eliminate missed appointments, service backlogs and overtime costs.
Additionally, FPWC hopes to improve the availability of historical asset data and secure real-time, enterprise-wide visibility into the type, location and condition of its assets – such as electric transformers and water and wastewater pipes – to help maximize operational efficiency and make better strategic capital investment decisions.
The implementation of Oracle Utilities Customer Care and Billing will provide FPWC with a complete view of customer data, helping to streamline billing processes and enable more responsive customer service. FPWC also hopes to improve the information it presents to its customers on monthly bills and through its Web self-service offering.
The Oracle solutions will also enable FPWC to more quickly and easily adapt to an increasingly complex and expanding regulatory and compliance environment (i.e. North American Electric Reliability Corporation, Federal Energy Regulatory Commission, North Carolina Utilities Commission and other regulatory boards including cyber security and related standard/regulation enforcement agencies).
FPWC is working with Infosys, a Diamond level member of Oracle PartnerNetwork (OPN), on the implementation. The Diamond level distinction, the highest membership level in OPN, recognizes the expertise of Infosys with Oracle solutions and its ability to consult and deploy Oracle technologies for clients globally.
“Our mission is to serve as a safe, highly productive community-owned utility that invests in our team, facilities and infrastructure, and provides information to customers, helping them to make informed choices. With Oracle, we have the out-of-the-box functionality and flexibility that we need to take the next step in improving the overall customer experience and helping us to achieve our smart grid goals,” said Susan Fritzen, Chief Corporate Services Officer, Fayetteville Public Works Commission.
“Along with Oracle, Infosys will deploy a fully integrated suite of enterprise applications which will be the bedrock of FPWC’s Customer Service and Smart Grid objectives. Infosys’ implementation expertise will help FPWC rapidly transform its enterprise application landscape and empower it to enhance customer experience and achieve a higher level of operational performance,” said Aashish Bansal, Vice President and Head of Energy & Utilities for Americas at Infosys.
“We provide open, integrated solutions that enable utilities of all sizes and types – like Fayetteville Public Works Commission – to achieve optimal operational efficiency and outstanding customer satisfaction. The flexibility and scalability of our solutions will provide FPWC with immediate benefits now and an easier transition to a full smart grid architecture in the future,” said Rodger Smith, Senior Vice President and General Manager, Oracle Utilities.