Major Water/Wastewater/Storm Water/Sanitation Utility

DESCRIPTION: Project objective was to build a Business Case that assessed the alternatives and implications on the CIS System.  Business Case assessed: 10 year Total Cost of Ownership; Return on Investment, Benefits, Operating Costs, Capital Costs; Workplan and Timeframes; Risk and viability as a Long Term Solution.  Results were briefed to a number of committees and executive groups.

 

Major City (Water & Waste Water Utility, Streets Department and Equipment and Building Services Departments)

DESCRIPTION: During the implementation of SAP for Service Orders and limited Work Orders for the Water Utility, the Client engaged Jericho Consulting to provide a Strategy and related Business Case related to the combination of the existing Asset Maintenance and Work Order Management Systems into one instance of SAP.  This also had direct implications to the current CIS environment and the methods used to handle Service Orders. The results of the Business Case caused the City to reexamine the overall environment and possibly utilize Impress as software to automate the linkage of all Asset Maintenance and Work Order Management processes to the GIS.

  

Major City and Shared Services Print-Insert-Mail Environment

DESCRIPTION: The Client engaged Jericho Consulting to provide a Strategy and associated Business Case related to outsourcing all of this operation.  The results of the Business Case caused the City to reexamine the cost structures of the shared services environment and rebuild the chargeback mechanism associated with a complete upgrade of all hardware associated with print, insert and mail operations.   Subsequent work performed by Jericho Consulting included developing Business Requirements for all processes and requirements and then develop-issue evaluate-select-contract-award of the RFP.  Award also included a 5 year support agreement with the vendor.  

 

Large US City 311, 911 and Water Customer Service Call Centers

DESCRIPTION: Jericho Consulting was engaged by the client to review all aspects of the Call Center including: processes, technology, human resources, organization and environments.  This study had recommended broad and significant changes to the Call Center environments for this City for virtually every aspect of the Call Center.  This included: building new call center environments; new technology; rebuilding the organization; recruiting a new Assistant Director for the call centers; rebuilding the HR policies; and moving 311 and Water Customer Service to the Strategic Customer Services organization.  The day the report was released, the local media carried the story as a positive change forthcoming in the City.

 

Major City 311 Call Center

DESCRIPTION: Jericho Consulting was engaged by the client to review all aspects of the Call Center CRM processes.  These processes spanned both SAP driven field processes and non-SAP driven field processes.  The City has extensive Service Level Agreements for Citizens who call 311.  Accordingly all workflows and reporting had to be emphasized in the project.