OUC Utilizing QlikFor Customer Service Analytics & Dashboards

Agenda01

02

03

04

About OUC & OriginLeveraging collaboration

OUC Analytics Use Cases – Whatcha’ Lookin’ At?Actionable insights start with a plan, but are fluid & flexible

Origin’s Kanban Board – How are we doing? You can simply impress your audience and add a unique zing

Want to see what we did?The best part about show & tell is the feedback you get

Municipal utility owned by the citizens of Orlando. • Established in 1923 by a special act of the Florida

Legislature.

• Second largest municipal utility in Florida and 14th largest municipal utility in the country.

• OUC provides electric, water, chilled water and/or lighting services to 246,000 customers in the Greater Orlando Area.

• Operates coal, natural gas, landfill gas and solar generation facilities, chilled water, lighting

• Maintains more than 2,300 miles of electric lines and 1,700 miles of water lines

• Support more than 400 community organizations

• Do more than 150 community events each year.

Enterprise Architect ( 5 years )

Manager of Business Intelligence (1 Year)

Electrical Engineer (since 9 years old)

Involved in Information Technology for over

30 years.

linkedin.com/in/ashishksmart/

Ashish K. Smart

About Origin 23 years in the utility industry- Project Management- Training Development & Delivery- Process Improvement/Redesign

Project Management Professional (PMP)Certified Scrum Master (CSM)Certified Six Sigma Black Belt (CSSBB)

linkedin.com/in/mechelledavidson/

Mechelle DavidsonAbout Origin Consulting

Goal!!Our Journey to Qlik Dashboards Utilized Agile / Kanban Methodologies

If You Can’t Measure It, You Can’t Improve It – Peter Drucker“ “

Stay Committed to your decisions, but stay flexible to your approach. – Tony Robbins

06

04

05

03

01

02

OUC Analytics Use Cases – Whatcha Lookin At?Customer Service Dashboards – What you Measure You Improve

High level overview on top accounts, bills, customer call volume and additional information.

CS Executive Dashboard

Statistics on Billed vs. Unbilled, Estimated Bills, and Aging.

CS Billing Dashboard

Identifies key focus areas for Large Commercial Customers.

CS Large Accounts Dashboard

Focuses on Aging, and statistics on recovery efforts including write-offs.

CS Revenue Assurance

Statistics and Analytics on Surveys, Call Statistics, and Adoption of Channels & OUC Programs.

CS Customer Experience

Focusing on prevention of losses due to leaks, and write-offs due to unforeseen issues which causes high bills or no-bills.

CS Sustainability

Where did you get that?Data Sources for the Dashboards

Primary Sources of data include our Customer Service & Billing as well as GIS & OMS services.

CC&B / GIS / OMS

Property Appraiser & Weather Data help define trends that we can utilize

for some of our metrics.

City / County / Weather / 3rd PartyWe have planned integrations

into Metering & other data sources for the future.

Operational Data

Scrum & KanbanSC

RU

M

Tickets move through the process andrepresent projects, fixes, or any typeof work. Less formal or rigid processes.

FOCUS IS: TASKS AND WORK

Tickets divided into tasks, then grouped into “sprints” for delivery. More formal or rigid processes.

FOCUS IS: DELIVERY TIMELINE KA

NBA

N

Kanban & Scrum: Get Done-Done

With both Scrum and Kanban, the goal is to get work “done”.

The Kanban board is a visual representation of the work so that any team member can assess progress at any time.

Stand-Up Meeting Norms

Our Kanban Board

Majority of tickets are entering Production – Bottleneck appears to be Customer Feedback

The Importance of Prototyping

Questions?You too can do the Kanban!