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New Customer Values through Smart Analytics
Josh Bond/ Vikram Takru
May 2018
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
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CWS Technology Plan
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
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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
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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
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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
Report Evolution
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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
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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
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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
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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
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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
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Single Sign ON via CWS Active Directory
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Intuitive GO103
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Customer Satisfaction KPIs
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Single Mobile APP allows Field Supervisors to access to ALL BI Information and Transactions
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PLAY VIDEO
Calwater Smart Analytics Workshop KloudGin Alexa video.mp4
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Head Count Dashboard: Desktop View
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PowerPlan Dashboard
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Customer Survey
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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
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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
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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
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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
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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
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Josh Bond, CalWater, IT Business Technology Manager
Vikram Takru, KloudGin, Founder, [email protected]