Peter Hunt

“We were looking for a partner who truly listens – who sees us as more than just another account. With Itineris, that’s exactly what we found. Over time, we’ve built a relationship rooted in trust and responsiveness. Although Itineris has expanded significantly in the U.S. market, they continue to treat us like part of the family. Whenever we reach out, they’re there – and that consistency makes all the difference.”

Peter Hunt,
Chief Operating Officer, Boston Water & Sewer Commission

Brad Hoglund, CIO, Boston Water and Sewer Commission

“What sets Itineris apart is their unique combination – big enough to drive innovation, yet agile enough to truly listen. They don’t just deploy software; they engage in real conversations about our challenges. We’re not a ticket number – we’re a valued partner.”

Brad Hoglund,
Chief Information Officer, Boston Water & Sewer Commission

Itineris Customer: Boston Water and Sewer Commission

About Boston Water & Sewer Commission

The Boston Water and Sewer Commission (BWSC) operates the largest and oldest water utility system in New England, delivering safe drinking water and sewer services to over one million residents every day.

BWSC & Itineris: a relationship built on trust and innovation

BWSC first partnered with Itineris in 2017, selecting UMAX for its strong alignment with utility processes and its deep integration with Microsoft technologies. In 2024, BWSC took the next step – migrating UMAX to the Microsoft Azure Government Cloud and upgrading its Customer Self-Service portal. This strategic move reinforced their commitment to security, scalability, customer engagement, and continuous innovation.

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Strategic goals

The upgrade to the cloud wasn’t just technical – it was strategic, unlocking:

  • Modern, cloud-secure architecture with evergreen updates.

  • AI-powered automation and intelligent workflows.

  • A future-ready foundation for GenAI and predictive analytics.

More than just an upgrade

In addition to migrating UMAX’ Customer Information Solution (CIS) to the cloud – supporting BWSC’s meter-to-cash, customer service, mobile work management, and business intelligence needs – the project included a revamped Customer Self-Service portal and new intelligent features powered by Machine Learning and GenAI.

These tools help CSRs handle routine and complex interactions more efficiently, expanding service capacity while ensuring faster, more consistent support for every customer.

Customer Self-Service Portal

The upgraded CSS portal gives BWSC customers instant access to account information, reducing call center dependency. It’s natively integrated with UMAX CIS, enabling real-time, bidirectional data exchange.

Boston water and sewer's customer self service portal screens

Why is my Bill High?

This chatbot, powered by GenAI, answers one of BWSC’s most common customer inquiries automatically. It provides real-time bill breakdowns without manual CSR intervention.

CleverCollect

Instead of sending the same payment reminder to everyone, BWSC can now tailor tone, timing, and channel based on each customer’s behavior using advanced Machine Learning techniques.

BWSC’s journey with Itineris

Hear directly from Peter and Brad, BWSC’s COO and CIO, as they share what truly defines the partnership
with Itineris and how UMAX, powered by Microsoft and enhanced with AI, is helping them
transform operations, empower staff, and better serve their community.

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