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CriticalRiver helps a government entity integrate its digital assets, modernize utility systems, and streamline processes to deliver a superior customer experience.

The Customer
A large municipal Utility that provides safe drinking water and wastewater treatment for about 500,000 residential and commercial customers on the East coast.

The Challenges
 Data integration between condition assessment and asset management systems.
 Coordination between Customer Service operations and Field Crews.
 Data integration between GIS and asset management systems.
 Uploading manual meter reads from customers.
 Procurement coordination between Asset Management and ERP systems.
 Data sync between meter installation, device management, and asset management systems.
 Integration of e-Permitting operations with Asset and Activity Management systems.

The Solution
 CriticalRiver was engaged to integrate Oracle Utilities solutions across the enterprise using Oracle SOA Suite – a comprehensive, hot-pluggable software that enables build-support-manage integrations using a service-oriented architecture.
 CriticalRiver provided custom-built integrations between various systems including asset-intensive operations between the new Customer-2-Meter application and the legacy Asset Management system.
 CriticalRiver supported the implementation, integration, and upgrade of Oracle Utilities Mobile Workforce Management (MWM) solution.
 CriticalRiver supported the development of Utilities analytics, insights, and dashboards using the Oracle Utilities Analytics solution.
 CriticalRiver developed the batch processing solution using Automic’s UC4 Enterprise Batch Scheduler and provided batch management, monitoring, and support after go-live.

The Benefits/ Results
 Optimization of Crew scheduling and activities for shorter Service durations resulting in better customer service.
 Improved lifecycle planning, from risk assessment of assets to effective preventive maintenance, to improve the longevity of assets.
 Better access to data for faster processing times and decision support.
 Improved asset location for crews to accurately pinpoint maintenance and repair work.
 Established an enterprise service-oriented architecture (SOA) to enable cloud, mobile, On-premise, and IoT (Internet of Things) integration capabilities for the digital future.
 Streamlined processes between Asset, Accounting, Procurement, and other enterprise management systems.
 Expanded Call Center visibility of Field Crew status and activities to provide more timely and meaningful updates to customers during interactions.
 Automation of New Service Requests between government permitting systems and the Utility’s work management system.
 Retired several legacy systems, as part of the larger digital transformation initiative.

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