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Riverina Water’s deployment of Infor CloudSuite Public Sector includes Infor Financials & Supply Management, Infor CIS Billing and Infor Enterprise Performance Management (EPM) for integrated planning, budgeting, forecasting and financial consolidation, business intelligence and analytics.
Go-live for phase one from July 2023 has seen extensive benefits across its operations as well as improvements in customer satisfaction, enhancing several key areas:
1. Certificate handling: Rates certificate management was shifted online, with customers to use a self-service portal instead of manual processes. Meter reading data is entered live via a mobile application. As a result, there has been a significant reduction in manual effort internally and a more than six-day improvement in certificate turnaround time for customers.
2. Customer requests: Riverina Water previously used an existing Electronic Document Management System to record customer requests, which are now maintained in Infor CloudSuite Public Sector. This enhancement has significantly reduced manual handling of customer requests and created the opportunity to analyse data such as response times and trends that were previously not possible.
3. Bill payments: Bill payments were improved using standard billing capabilities in Infor CloudSuite Public Sector. The result is a 30 per cent reduction in payment time over a 12-month period, with the trend continuing downward for 2024, as well as increased bill accuracy.
4. Meter reading: More than 136,000 meter readings have been reviewed using Infor CloudSuite Public Sector’s algorithm resulting in significantly improved bill accuracy for customers.
"Infor’s deep industry knowledge has been a key factor in transforming our legacy architecture into an agile, efficient platform that meets current and future needs, and has enabled process consistency and greater transparency throughout our organisation,” Andrew Crakanthorp, CEO, Riverina Water said. “Thanks to Infor, Riverina Water has continued its progress as one of the leading local utilities in New South Wales, providing safe and reliable drinking water to our growing region.”
Riverina Water’s Director Corporate Services Emily Tonacia said Infor’s technology was central to the organisation’s customer-centric approach in providing best-practice customer service.
"Since rolling out Infor CloudSuite, we've seen a real transformation in how we deliver services faster, smarter, and more connected. From frontline teams to external stakeholders, everyone’s benefiting. Infor’s technology is helping us streamline operations, boost customer experiences, and unlock powerful insights through real-time data in CloudSuite Public Sector" Tonacia said.
Terry Smagh, Senior Vice President & General Manager Asia Pacific & Japan, Infor said Riverina Water had set a high benchmark for other utilities to follow.
"It’s very gratifying to see such strong results for Riverina Water after the first phase of Infor CloudSuite Public Sector went live. In today’s world customers expect 24/7, always-on functionality with real-time capabilities, and Infor CloudSuite Public Sector is key to achieving that. With Infor CloudSuite Public Sector, Riverina Water has overcome the challenges of legacy systems and can now better control costs, future-proof IT investments and enhance service delivery," Smagh said.
As Riverina Water’s digital transformation project moves into the next phase, future opportunities with Infor include advanced asset management and further automation to streamline operations and service delivery to generate valuable insights for decision making that will benefit more than 77,000 customers.
Infor (infor.com) is the premier cloud solutions provider for utilities and government entities’ digital transformation programs. In New Zealand, the country’s largest water authority, Watercare, and Waikato Regional Council are customers, as well as six of the 18 water corporations in Victoria, Australia. In the U.S., leading water authority Elsinore Valley Municipal Water District is also a customer.
About Riverina Water
Riverina Water County Council (rwcc.nsw.gov.au) is a local government water utility based in Wagga Wagga, New South Wales, Australia. It provides the community of more than 77,000 people across 15,000 square kilometres with safe, reliable water at the lowest sustainable cost.
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