Infosys improves efficiency of US city Public Works Commission

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Bangalore: Infosys has announced that it is helping the Fayetteville Public Works Commission (FPWC) become more customer centric, operationally efficient, agile and smart grid ready.

The Public Works Commission of the City of Fayetteville, North Carolina, provides electric, water and waste water services to over 113,000 customers. The 35th largest municipal electric system in the United States, PWC has over 600 employees and its assets exceeded $1 billion in fiscal year 2013.

The two-year transformation program saw Infosys overhauling FPWC’s core ERP business processes and implementing Oracle software platforms along with the Infosys Customer Self-Service Energy Manager (CSEM) solution. Infosys CSEM, which is part of the Infosys Smart Grid Suite of products, helps utilities enhance customer experience through self-service and manage usage through adoption of energy efficient programs. The transformation program covered critical functions across FPWC including customer service, finance, human resources, supply chain, work management and field services.

In a statement, Steve Blanchard, CEO of FPWC said, “We are proud to be one of the first municipal utility of our size to take bold steps for our future. With the new systems designed by Infosys equipping our employees with efficient and analytical tools, we can confidently move forward with our smart grid roll out, scheduled for 2017. We are hopeful that the transformation journey that we have undertaken will further enhance the operational efficiencies we’ve just begun to realize.”

Rajesh K Murthy, Executive VP & Global Head, Infosys said, “The utilities industry is going through an unprecedented change due to falling costs of distributed generation and increasing regulatory changes. Additionally, the growing need for capital investment to upgrade the grid and improve customer experience, makes it even more challenging. By deploying a flexible, scalable and fully integrated suite of enterprise applications, Infosys has enabled FPWC to drive improved customer experience, achieve higher operational performance, and easily integrate smart grid technologies in the future.”

The new solution implemented by Infosys enables FPWC to streamline the billing processes and respond faster to service requests through a 360 degree view of customer data and offer customers greater visibility into their monthly bills through a new website and additional statistics on water and electricity service usage.

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