Polk County Utilities

Polk County, Florida, United States

Polk County Public Utilities Division (PCU) provides water and wastewater services to the unincorporated areas within the county. PCU uses a variety of off-the-shelf and custom software applications and manual processes to plan and manage day-to-day operations, generate reports, create maintenance work orders, and track assets. These systems were not integrated and sharing data between the systems is difficult. PCU hired Raftelis to perform a Utilities Software Master Plan to identify improvement strategies and prioritized actions.

Based on the findings from the Software Master Plan, Raftelis developed a software acquisition strategy for the design and selection of a modern customer management solution. Raftelis led and managed Business Analysis Workshops and assisted with the development of a request for proposal (RFP) to select a commercial off-the-shelf (COTS) solution for a customer information system (CIS), customer relationship management (CRM), business intelligence (BI), and mobile work order management (MWM) solutions.

By leveraging the best practices encoded in modern CIS software applications and coordinated business practice optimizations, PCU will be able to drive significant and sustainable utility efficiency and effectiveness improvements for the foreseeable future. PCU will enjoy an improved overall meter-to-cash process, reduced call center volumes, shortened time to produce bills, ADA compliance, real-time posting of payments, effective integrations to other PCU systems, and increased customer satisfaction.