9. EDPR 2016 IT Program by Project Category
9.11 Customer Systems
The Customer Systems projects detailed in Appendix A, encompass functionality used by the business to support:
System based customer relationship management Customer engagement solutions
Customer safety through Dial Before you Dig The assets used to service the above functions are:
Customer Relationship Management
Jen currently uses a combination of manual processes and information support from multiple systems to meet market based customer relationship management obligations. JEN seeks to consolidate processes and systems to manage, control, track and support all interactions with customers.
Jemena Web Site, Call Centre Technology and Social Media Tools
A combination of IT facilities provides customer access to information and issue resolution via the web. These include call centre and social media for transactions, outage notifications, emergency information and Jemena service information.
Dial Before You Dig
DigSafe Pro is the current application supporting the dial before you dig functionality for JEN.
9.11.1 ASSET CONDITION
Customer relationship management is managed without a single view of the customer requiring manual interventions and information exchange. As obligations increase the continued use of the current system is resulting in declining customer service and increasing cost to serve customer requirements. The applications in use have not been designed to provide a customer experience; rather they provide point information relating to a customer’s interaction with JEN.
The Jemena web site, customer portal and Internet based services to the market are kept constantly up to date and therefore in prime condition. The use of all Internet enabling technologies will experience increased demand with new customer regulation and growth in the use of web-enabled facilities driven by a population that is now increasingly Internet and technology dependent.
EDPR 2016 IT PROGRAM BY PROJECT CATEGORY — 9
Dig Safe Pro: is a single purpose solution that is no longer supported in the current version and is planned for replacement.
9.11.2 LIFECYCLE MANAGEMENT PLANS
Capital Plan – New Assets and Capability
Customer Relationship Management System (CRM) Project 102
New capability for customer relationship management will be implemented using the SAP CRM module. This solution is to be delivered through a cloud based SaaS facility and deployment.
Capital Plan – Current Systems Assets
Call Centre IVR Project 116
System replacements are planned to achieve significant improvements in quality of service integrated to SAP as the single user interface, to improve call management including caller identification, call routing on business data, screen pre-population, staff status management.
JEN plans to deploy a full-featured solution for managing customer voice contacts with all the benefits of the converged IP telephony architecture integrated to Interactive Voice Response (IVR) services fully integrated to SAP CRM.
Dial Before You Dig (DBYD) Project 108
The project is required to replace the legacy current DBYD solution. The legacy solution has reached end of life, requires replacement and is struggling to cope with increased demands and volume of inquiries on a daily basis.
Extend, Remediate and Change Projects 104, 106,110–114, 118, 120 & 124
The extension of applications involves the take up of unused functionality. This may be pre-existing capability or resulting from software upgrades available within implemented solutions or the take up of implemented functionality by more users.
Remediation involves correcting or optimising the performance of software applications not performing to the required service standards. Remediation is mostly IT opex, however at times new investment is required to meet the performance standards and to mitigate risk.
The service changes are for small-scale ongoing modifications to current systems as a result of changes in the business or technical environment needing to be reflected in the application systems.
– Projects 104 & 112 – Change. These projects enable the CRM and Dial Before you Dig
applications to be modified to ensure the solutions meet both market and customer expectations. – Project 110 – Upgrade. An upgrade for and Dial Before you Dig is planned to occur every 3
years and consists of enhancements to the applications for functionality, version management and security.
– Project 106, 114 & 124. Growth. Planned growth in licenses for CRM and Dial Before you Dig
users consistent with growth in JEN’s business operations, as a provision to add more user licences as the business grows in response to customer growth.
9 — EDPR 2016 IT PROGRAM BY PROJECT CATEGORY
– Project 118 & 120. Social Media and Customer Claims Tracking. The project involves the continued development of customer claims tracking, web and social media as a result of the evolving way customers are seeking to interact with the business and the increased use of data technologies as the first point of business contact.
Maintenance Plan SAP CRM
SAP requires a significant level of skills and competencies to support the scale, complexity and mission critical importance of the SAP suite of assets. First line support for SAP is currently being provided by JIT.
As a recently replaced product SAP is in good condition and requires low levels of maintenance. SAP is a strategic, powerful and highly complex ERP solution that will be used over the next 7 years. By nature, it requires continuous management of the SAP configuration and reporting as the business continuously changes. Small scale changes that are incremental and low cost are not capitalised. Dial Before you Dig
The solution is a point solution and will be managed within the application portfolio as per JEN’s policies for change, upgrade and replacement and be supported by the vendor.
IVR Application
The IVR is to be integrated to SAP and the Outage Management System and will be supported under established vendor arrangements.
Customer tracking and Social Media
The applications will be functionally managed internally to a planned change process supported by application upgrade and replacement cycles consistent with Jemena policy.
A summary of capex is provided in Appendix A – Customer Systems.