SLCDPU is seeking drastic operational and customer experience improvement with the hopes of addressing the following current pain points: Customer Communications: SLCDPU is looking to provide customers with more choices in types of communications and notifications, including choice of method, language, and types both globally and per type of notification. A new CIS/CSS should provide additional options for customer communications, including chat (either directly with a CSR or a Chatbot). Customers should also be able to indicate and manage their communication preferences (phone, email, text, mail, etc.) by notification type (bills, notices, letters, outages, high usage, etc.). In addition, the new CIS/CSS must have the ability for text and email validation at the time of customer preference elections. Bill Presentment: SLCDPU has already begun planning and discussions for a bill re-design. A few specific opportunities include providing itemized line items for adjustments, displaying payment arrangement amount, adding a bar code to be used by scanners at the payment counter, adding a QR code for customers to make payments quickly via their phone, providing a Spanish bill option, and ensuring ADA compliance. Financial Reconciliation: Currently, there is a monthly journal entry that is used to input CIS billing transactions into FMS (Workday). Payments are processed daily. With a new CIS, it is desired for nightly posting as part of the daily financial reconciliation process for the entire A/R process.
