Jerry N. Johnson, GM/CEOMujib Lodhi, CIO

Paving the Foundation to Success

FY-15 IT Update

Leveraging IT to Enhance Business Performance:

Our Strategic Focus

An IT Strategy informed by fresh, holistic and business-driven thinking to deliver greater

efficiency and fully aligned with WSSC’s Strategic Objectives.

WSSC Core Functional Pillars

Build & Renew Plant and

Infrastructure

Water Filtration & Wastewater Treatment

Distribution, Collection &

Customer Service

Crosscutting Business Functions

WSSC’s core functional pillars provided the business context for our plan.

5-Year IT Strategic Plan – FY15 Summary

Recent Accomplishments (by Strategic Priority)

Interactive Voice Response System (IVRS) ePlan Review Online Bill Payment Customer Contact Center WSSC Mobile App Next Generation Phone System Field Service Management Customer Connect Contact Center Analytics

TEAMS – Asset Management Decision Support System Records Retention Schedule Cross Connection Management

System (CCMS) Firebook Hydrant Inspection App Valve Exercise Program* Asset Management Analytics* CIP Analytics*

Intelligent Mail Barcode Delinquency Reporting Revenue Remittance System Watershed Permits Financial Analytics*

HyLo Hydrant Locator App Electronic Security System (ESS) Security Incident Management System

Upgrade

Customer Service Infrastructure

Financial Stability

Facilities Information Tool (FIT) Industrial Discharge Control System CIP Portfolio Manager / Consent Decree

Management System Bay Restoration Fees

Environmental Stewardship

SLMBE Compliance System P-Card Reporting & Analytics Procurement Spend Analytics

Supply Chain Mgmt & Supply Diversity

Live Video Broadcasting eBoardroom Solution Outage Management Customer Notification System (CNS) Agency Project Coordination(APC) System

Employee Self-Service Applicant Tracking System HR. Position Control Performance Management System HR. Analytics Learning Management System

Workforce Management

Communications & Stakeholder Relations

Security & Safety

$

* Currently under development

Permitting Management System

Key Benefits:►Saves engineers over a month’s time waiting for reviews (reduces processing time from 8-10 weeks to 2 weeks)►24/7 Access to Review Status: Engineers and applicants can go online anytime to check on review status themselves – no calling or emailing!►Significant environmental savings, by reducing paper, printing, travel, and the time and costs associated with them.

For Every 100 Site Utility Plan Submitted Online, We Save: 80,000

Paper Drawing Sheets5

Tons of Paper 13

Trees

Customer Contact Center Optimization

Our Approach to Contact Center Optimization:Business Process Improvements InitiativeBenchmarking against Industry Best Practices (Muni. Utilities/All Indus.)

Establishing New Key Performance Measure (KPM)o Service level (SL): Answering 80% of calls within 180 secondso Answer Rate (AR): Answering 90% of all inbound calls and

minimize call abandonment

Organizational Alignment/Developmento Workforce Managemento Quality Management

Implement Customers Survey Module (to measure Customer Satisfaction)

“Delivering Excellent Customer Service”

Key Measure of Success

Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Target Q3/FY16

Target Q4/FY17

70%

75%

80%

85%

90%

95%

100%

Answer Rate

AR: 90%AR: 95%

Contact Center Optimization Progress.. Current Status

Customer Connect: Mobile App

Paper Process Paperless Process

FSA Tickets processed per day

FSA Ticket Processing Time

1200 Tickets

3 Mins/ Ticket 1 Minute per Tickets

> 800 Tickets

Overall Ticket Processing Time 2 Weeks 2 Hours

Ticket Printed per day (all depots)

800 Tickets

Zero Tickets

Since Launch, May, 2015

67,000 e-Tickets….

” To Serve Our Customers Better”

Online Bill Payment

Key Benefits:

► Totally free payment option for customers.► A single portal for customers to choose from the

option of paying and subscribing the e-bills online.► Flexibility for future eBilling format changes.► Environmental stewardship: saves on postage &

printing costs.

40¢front-end savings

per printed bill

Consider this...WSSC has approximately 460,000 customer accounts. If all customers switched to paperless billing, it would amount to over 1.2 million dollars in cost savings.

As of Dec. 8, 2015:

110,955 registered customer accounts: e-

Bill/e-Pay

147,215 registered customer accounts:

e-Pay

24%

31%

Online Bill Pay Stats : FY-15

Credit Card/ATM/ACH $57M253,182

$29M147,290

$1.8M12,215

$70M429,727

Mobile Bill Pay

e-Billing

Phone Pay

KIOSK 363 $75K

Payments Processed

$ Amount Processed

We accomplished much of this work with strong SLMBE participation

►Unbundling the contracts and utilizing BOAs allowed us to maximize SLMBE participation

BOA 1052 (current)

BOA 1067 (current)

BOA 1111 (new)

BOA 1124 (replacement of BOA 1052)

BOA-1052

► The Commission awarded approximately 32 separate task orders totaling $11.6 million. Of this amount, approximately $8.1 million was awarded to SLMBE firms.

70%

30%

BOA 1052: Task Orders by Prime Vendor

SLMBEMAJ

BOA-1067

► The Commission awarded approximately 72 separate task orders totaling $23.4 million. Of this amount, approximately $15.5 million was awarded to SLMBE firms.

66%

34%

BOA 1067: Task Orders by Prime Vendor

SLMBEMAJ

Rate Payers Money- Doing More with Less!

Vendor Product LIST/GSA/GOV Price WSSC Price Discount

► Daly CC&B SW $6,660,000 $1,064,000 84%

► Alliance ODI SW $1,741,000 $1,080,000 62%

► Alliance Eng. Sys HW/SW $1,897,000 $898,000 53%

► Alliance ERP SW $3,065,000 $1,067,000 66%

► Alliance ODI/Golden Gate SW $1,200.000 $729,000 60%

► CAS Severn Storage Sys HW/SW $3,297,000 $712,000 79%

► CAS Severn Storage Sys HW/SW $1,909,000 $1,088,000 65%

$19 M - $6M = $ 13M

Sampling of Recent Cost Saving/Benefits Realized

Thank You! Any Questions?

Interactive Voice Response System (IVRS) ePlan Review Online Bill Payment Customer Contact Center WSSC Mobile App Next Generation Phone System Field Service Management Customer Connect Contact Center Analytics

TEAMS – Asset Management Decision Support System Records Retention Schedule Cross Connection Management

System (CCMS) Firebook Hydrant Inspection App Valve Exercise Program* Asset Management Analytics* CIP Analytics*

Intelligent Mail Barcode Delinquency Reporting Revenue Remittance System Watershed Permits Financial Analytics*

HyLo Hydrant Locator App Electronic Security System (ESS) Security Incident Management System

Upgrade

Customer Service Infrastructure

Financial Stability

Facilities Information Tool (FIT) Industrial Discharge Control System CIP Portfolio Manager / Consent Decree

Management System Bay Restoration Fees

Environmental Stewardship

SLMBE Compliance System P-Card Reporting & Analytics Procurement Spend Analytics

Supply Chain Mgmt & Supply Diversity

Live Video Broadcasting eBoardroom Solution Outage Management Customer Notification System (CNS) Agency Project Coordination(APC) System

Employee Self-Service Applicant Tracking System HR. Position Control Performance Management System HR. Analytics Learning Management System

Workforce Management

Communications & Stakeholder Relations

Security & Safety

$

* Currently under development