Boston Water and Sewer Commission

North America – Municipal Water Utility

Project Description

Boston Water and Sewer CommissionBoston is home to New England’s oldest and largest water, sewer and stormwater systems, which are owned, maintained and operated by the Boston Water and Sewer Commission (BWSC). Established in 1977, BWSC provides potable water and sewer services to more than one million people per day. BWSC is also the leading organizer of We Are All Connected, a campaign to raise public awareness about the importance of protecting and preserving Boston’s waterways.

The Boston Water and Sewer Commission has chosen the UMAX customer information system (CIS) from Itineris to replace its legacy customer service and billing technology, which is vital to
the Commission’s management of meter-to-cash operations, including billing, revenue management, work management and customer service to Commission customers.

The project will upgrade these core business functions from its previous customer information and billing system, built and maintained in-house by the Commission, to the latest version of
UMAX, a modern CIS built on Microsoft’s cutting-edge Dynamics 365® enterprise technology platform.

Boston Water and Sewer Commission will be able to leverage this connectivity to strengthen integrations with other mission critical systems, providing:

  • faster, more reliable data movement and visibility throughout Commission departments
  • greater flexibility in adapting processes to future business and customer care needs
  • improved billing and customer self-service
  • new reporting and business intelligence capabilities
  • an enhanced user experience for Commission employees
  • a streamlined Front Office call center portal designed for first-call resolution

The shared platform also enables the Commission to leverage other Microsoft technology investments it has in place, from the device to the database.

Following the completed project, Itineris will continue its long-term relationship with the Commission, providing UMAX support and maintenance.

Product & services delivered

  • UMAX Mobile Work Management (Service-Link)
  • UMAX Customer Self Service (CSS)
  • Itineris utility consultancy
  • Itineris implementation service
  • Itineris support services
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