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New Customer Values through Smart Analytics Josh Bond/ Vikram Takru May 2018

New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Page 1: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

New Customer Values through Smart Analytics

Josh Bond/ Vikram Takru

May 2018

Page 2: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

2

Cal Water Profile

• Provides water and wastewater services in California, Hawaii, Washington, and New Mexico

• Approximately 478,000 connections• ~ $600M in annual revenue, $1.6B in plant assets• Headquartered in San Jose, CA

Page 3: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

3

CWS Technology Plan

Page 4: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

4

CWS Technology Vision

Affordable,

Excellent

Service

Operational

Efficiency

Employees

as

Advocates

Business Drivers

Programs

Enterprise Asset Management

Enterprise Work Management

Customer ServiceWater Systems Automation &

Control

Environment & Regulatory Compliance

BusinessManagement

Knowledge & Information

Management

Technology Management

Targeted Business Values

ResourceUtilization

Life Cycle Asset Management

Customer Experience

Optimized Operations

• Smart Scheduling• Lower Cost of Service

• Reliable Assets• Risk Management• Cost Management

• Automation• Standardized Processes

• Trend Analysis• Decision Support• GRC Filings

Analytics

• Fast Response•Real Time Communication• Enhanced Self Service

Stockholder

ValueWater

Quality

Page 5: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

5

Project Scope

Single Unified Analytics Platform (cloud-first, mobile-first)• GO103 Reports• Inter Tel Dashboards on:

○ Total Calls, # Calls Answered, # Abandoned Calls• Customer Survey Analysis• Wastewater Dashboard & KPIs• Headcount & HR Analysis Dashboard• PowerPlan • Engineering related to to Capital Budget, Schedule,

Labor & General KPIs

Page 6: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Project Key Objectives

• Integrated Cross functional Analytics across all our systems• Connecting to multiple Calwater source systems

• Deliver BI to all our constituents on scalable modern platform on any device with mobile-first UI

• Ability to Interact with BI systems using Artificial Intelligence based voice based Questions

• Integrate with the ability to take actions and modern collaboration channels

Page 7: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

7

Product/Vendor Eval.

20112010

BI Program Justification w/the CPUC

Gather Requirements, Build, Test, and Deploy

Phase 2 – Asset Management and GIS

Phase 3 –PowerPlan and Financials

Phase 1 -Billing, Customer Service, Procurement,A/P

CCB Project

2009 2012 2013 2014 2015 2016 2017 2018 2019

KloudGin – Unified Mobile Solution

OBIEE 11g Upgrade and BI Publisher

Page 8: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

Report Evolution

8

Page 9: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

9

CCB Transition

• The death of Crystal Report

• Ability to meet month end and SOX reporting requirements

• User experience and adoption

• Software, hardware, and integration expenses

• Mobile & AI Voice access

Business Drivers

Dis

con

tin

ued Crystal

Stat

ic BI Publisher

Dyn

amic KloudGin

Page 10: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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KloudGin ProfileMission: reinvent the customer experience and increase operational efficiency, safety in the Utility & Public Sector by leveraging AI, Big Data, Mobility, and Cloud technologies Founders Background• 28+ yrs in Enterprise software, consulting, Utilities/Public Sector• Successfully built a global consulting company w/400+ employees• Built and licensed technology to 2nd largest Software Company• Ex. Sr. Director(s) @ Oracle R&DProducts:• Mobile Field Workforce Scheduling, Work & Asset Management• Pre-packaged Utility analytics, Cross Connection / Backflow app• Mobile APP creating platform (“zero” coding)Clients: Cal Water, Louisville Water, City of Sacramento, Hawaiian Telcom, Sony

Page 11: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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UCS

Billing &

customer care

Oracle CC&B

Financials & HR

PeopleSoft

Mobility & Scheduling

On-premise

PowerPlan

Geographic

information

SOA Suite

Cloud

Application integration

Metering & web self service Analytics

Applications

Integration

Infrastructure

SOA/ Web Services

SCADA

Mobile for Assets, LIMS, TimeCard

Maximo

Cal Water IT Architecture

Page 12: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Results

• Increased 360 visibility to • Customer Satisfaction• Capital Projects Scheduling & Budgeting• Workforce Management

• Smart Alerts & Notification systems• Timely compliance• Decision making support for large capital projects

Page 13: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Performance management• Dashboard• Enabled Amazon Alexa based BI answers• Mobile-first BI

Total Cost of Ownership• AWS hardware• Cloud based app – easy to scale• No patching or software upgrade!

Results

Page 14: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Single Sign ON via CWS Active Directory

Page 15: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Intuitive GO103

Page 16: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Customer Satisfaction KPIs

Page 17: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Single Mobile APP allows Field Supervisors to access to ALL BI Information and Transactions

Page 18: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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PLAY VIDEO

Calwater Smart Analytics Workshop KloudGin Alexa video.mp4

Page 19: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Head Count Dashboard: Desktop View

Page 20: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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PowerPlan Dashboard

Page 21: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Customer Survey

Page 22: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Performance, Reliability, & Security

Hardware Software Security• Mobile (iPad/iPhone)

• Desktop

• No onsite hardware,

database, app/web

server/ BI server

• iOS

• MDM

• CWS App Store

• Browser

• Single Sign On via

Active Directory

• AWS Secured

Architecture

Page 23: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Example TextMobile & Cloud

• SaaS

• Mobility

• Reports and dashboards Artificial Intelligence

• 24/7 monitoring

• Event correlation

Big Data

• The mesh of structured and

un-structured data

• Ability to combine external

data sources (weather

pattern or water supply data)

• Internet of Things

Roadmap to the Future

Page 24: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Challenges

1. Clearly define use cases before moving to development

2. Automated Bots is a popular channel

3. Analyze prebuilt apps versus creating your own dashboards carefully

4. Enable Modern Voice, Mobile based alerts. Drive BI to tell you NOT users logging in constantly and checking

1. Data quality greatly impacts user adoption

2. Have sufficient support resources defined before go-live

3. Power users are like unicorns

Page 25: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Lessons Learned

1. Over emphasize the user experience2. Data is valuable 3. If in doubt, go mobile and enable push notifications4. Enable Alexa type technology for BI as users do not

want to Do multiple clicks & filters. They like to ask Questions in Natural way

5. No software upgrade = happy employees and CFO6. A old school utility can be cool and edgy

Page 26: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Closing Thoughts

1. Focus on key use cases and understand the difference between information consumption and decision support

2. Have a data and integration strategy3. Mobile, AI and cloud are “needs”, not “wants”4. BI is changing rapidly so build a enterprise wide

platform strategy5. Focus on User adoption

Page 27: New Customer Values through Smart Analytics pdfs/A2 Bond Takru.pdf · OBIEE 11g Upgrade and BI Publisher. Report Evolution 8. 9 CCB Transition ... Oracle CC&B Financials & HR PeopleSoft

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Josh Bond, CalWater, IT Business Technology Manager

[email protected]

Vikram Takru, KloudGin, Founder, [email protected]