Fayetteville Public Works selects Oracle, Infosys to support smart grid

FPWC hopes to improve communication between customer service representatives, dispatchers and technicians

Fayetteville, N.C., July 31, 2012 — Fayetteville Public Works Commission, which provides electricity, water and wastewater services to about 110,000 customers in the city of Fayetteville, N.C. and surrounding areas within the county, selected a broad footprint of Oracle applications and technology solutions, along with Infosys implementation expertise, to improve customer service and support smart grid initiatives.

The utility, which is updating its business systems as part of a broader transformation initiative to enhance operational efficiency, selected Oracle solutions dealing with customer care and billing, mobile workforce management, asset management and other solutions. FPWC will implement the Oracle solutions simultaneously and launch the applications in multiple phases.

FPWC hopes to improve communication between customer service representatives, dispatchers and technicians — ultimately boosting workforce productivity and reducing operating expenses while helping eliminate missed appointments, service backlogs and overtime costs.

Additionally, FPWC hopes to improve the availability of historical asset data and secure real-time, enterprise-wide visibility into the type, location and condition of its assets — such as electric transformers and water and wastewater pipes — to help maximize operational efficiency and make better strategic capital investment decisions.

After implementation, FPWC will have a more a complete view of customer data, helping to streamline billing processes and enable more responsive customer service. FPWC also hopes to improve the information it presents to its customers on monthly bills and through its online self-service offering.

The Oracle solutions will also enable FPWC to more quickly and easily adapt to an increasingly complex and expanding regulatory and compliance environment (i.e. North American Electric Reliability Corporation, Federal Energy Regulatory Commission, North Carolina Utilities Commission and other regulatory boards including cyber security and related standard/regulation enforcement agencies).

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