Infosys aid Fayetteville Public Works Commission

Infosys is helping Fayetteville Public Works Commission (FPWC) become more customer centric, operationally efficient, agile and smart grid ready. The two-year transformation program saw Infosys overhauling FPWC’s core ERP business processes and implementing Oracle software platforms along with the Infosys Customer Self-Service Energy Manager (CSEM) solution.

Infosys CSEM, which is part of the Infosys Smart Grid Suite of products, helps utilities enhance customer experience through self-service and manage usage through adoption of energy efficient programs. The transformation program covered critical functions across FPWC including customer service, finance, human resources, supply chain, work management and field services.

The new solution implemented by Infosys enables FPWC to:

• Streamline the billing processes and respond faster to service requests through a 360 degree view of customer data

• Offer customers greater visibility into their monthly bills through a new website and additional statistics on water and electricity service usage

• Improve communication between customer service representatives, dispatchers, and

technicians, to boost workforce productivity, reduce missed appointments, service backlogs and overtime costs

• Comply easily with regulatory requirements of multiple organizations including the North American Electric Reliability Corporation, the Federal Energy Regulatory Commission, the North Carolina Utilities Commission and other cyber security enforcement agencies