Chesterfield County, VA and Toronto, Canada. May 23, 2011
Chesterfield County Department of Utilities is a public utility that employs state-of-the-art technology to deliver the highest quality water and wastewater service to its customers. The Department provides water service to approximately 102,000 customers and wastewater service to approximately 86,000 customers in the county.
Chesterfield County Department of Utilities is a leader in the water and wastewater utility industry. In 2011, international ratings agency Fitch Ratings affirmed the Department’s triple-A bond rating. Chesterfield County Utilities is one of only three utilities in the nation to have achieved triple-A ratings on its revenue bonds from each of the three top rating services - Fitch Ratings, Moody's Investors Services and Standard & Poor's.
Since 2001, the department has been awarded seven National Association of Counties (NACo) Achievement Awards for excellence in customer service.
Chesterfield has also been honored by the Association of Metropolitan Water Agencies (AMWA) with its top utility management award, recognizing the department as one of only 11 public drinking-water systems in the country to receive the Platinum Award for Utility Excellence.
Continuing their emphasis on excellence, Chesterfield County has implemented Advanced Utility Systems’ CIS Infinity customer information and utility billing system. Chesterfield County’s core project team was led by Fred Angel; Customer Operations Administrator who committed to a comprehensive communications strategy to keep all stakeholders well informed and ensure the implementation stayed on track. Chesterfield County also dedicated a separate office building from the utility for the project so team members could focus on the implementation.
Advanced provided Project Management services that included a detailed project plan as well as change management, communication, conversion and test plans as part of its proven implementation methodology. This methodology incorporated Chesterfield County’s requirements based on their business objectives, user experience and success criteria.
How did the implementation go?
“We are really pleased with how the implementation went. From the initial kick-off and six weeks of Discovery meetings to the testing and training phases, the Advanced strategy and knowledgeable team delivered what an organization of our scope and size required. We were able to consistently move forward to a successful conclusion of the project,” says Mr. Angel.
Chesterfield County is now live on CIS Infinity the customer information and utility billing solution offered by Advanced. The project ended under budget mainly because of the strong support shown by Chesterfield County’s management group and the exceptional teamwork displayed between the Chesterfield County team, the consulting group and Advanced implementation team.
Peter Fanous, General Manager of Advanced, comments: “Throughout this project Chesterfield County and the consultants contributed robust and effective leadership. Advanced appreciated the opportunity to work in close collaboration with these partners to bring Chesterfield County a leading edge CIS solution and showcase the hard work, competence and leadership abilities of the Advanced team.”
From a customer service perspective Chesterfield County strives for quality improvement of its services in order to meet or exceed customer expectations. In addition to CIS Infinity, Chesterfield County is utilizing Infinity.Link (online self-service), Infinity.Mobile (mobile service order management) and in the coming months Infinity.Teleconnect (Interactive Voice Response). This one, real-time, integrated solution will expedite customer service by automating workflow, service orders, financial transactions, messages on bills and much more. It will also offer flexible payment and account review options to Chesterfield County customers by bringing self-service options to the Internet and telephone.
For additional information contact:
Peter Fanous, General Manager
Advanced Utility Systems, a division of N. Harris Computer Corporation
(888) 355-7772 x231
Fred Angel, Customer Operations Administrator
Chesterfield County Department of Utilities
About Advanced and Harris:
Advanced is a wholly-owned subsidiary of Harris Computer Systems that provides
Customer Information and Billing solutions exclusively to utilities and municipalities. Harris is a leading provider of financial
management and Customer Information Systems (CIS) software solutions.
Since 1976, Harris has focused on providing feature-rich and robust
turnkey solutions to all levels of local government as well as public
power and water markets throughout North America. Harris' focus is on
creating long-term relationships with our customers and ensuring that we
meet the changing needs of our customers over time. For further
information on Harris Computer Systems, please visit our website at
http://www.Harriscomputer.com, or call 888-847-7747.
For more information on Advanced and CIS Infinity ® please contact us at www.advancedutility.com/contact.asp
Northern Kentucky Water District:
"Our customers needed a seamless upgrade. We had more confidence in the Advanced strategy than any other vendor's -- their implementation and conversion process were designed to flex for a unique situation like ours."
City of Bellevue:
"Throughout the 10-month conversion and implementation project, Advanced brought excellent people to the table, and we've arrived at the end of the project with all our requirements met."