Knoxville Utilities Board delivers better service through IBM WebSphere Portal solution and SOA strategy

Published on 11-Oct-2010

Validated on 13 Jan 2014

Customer:
Knoxville Utilities Board

Industry:
Energy & Utilities, Government

Deployment country:
United States

IBM Business Partner:
Perficient

Overview

KUB worked with IBM Business Partner Perficient to design and implement a portal solution based on IBM WebSphere Portal Extend that would allow the company to quickly consolidate applications and content for internal users and customers alike.

Business need:
KUB’s website had little customer self-service functionality, forcing customers to contact the company’s call center to access account information, start and stop service, pay bills and report outages. By providing around-the-clock electronic self-service functionality, KUB could improve service to 440,000 customers, of which 65,000 are web users, as it reduced costs, minimized errors due to manual data entry and lowered the volume of calls to its call center.

Solution:
KUB worked with IBM Business Partner Perficient to design and implement a portal solution based on IBM WebSphere Portal Extend that would allow the company to quickly consolidate applications and content for internal users and customers alike. IBM Lotus Web Content Management gives KUB control over portal content, allowing non-technical staff to use design and content libraries as well as templates as part of a single workflow that results in updates to the portal.

Benefits:
·Over 65,000 customers have signed up to pay their bill online · Customer satisfaction surveys are extremely positive · Site usability is high; less than one percent of call center volume is related to the new site

Case Study

Knoxville Utilities Board (KUB) is a municipal utility that provides electric, gas, water and wastewater services to approximately 440,000 customers in Knoxville, Tennessee.

Challenge
KUB’s website had little customer self-service functionality, forcing customers to contact the company’s call center to access account information, start and stop service, pay bills and report outages. By providing around-the-clock electronic self-service functionality, KUB could improve service to 440,000 customers, of which 65,000 are web users, as it reduced costs, minimized errors due to manual data entry and lowered the volume of calls to its call center.

The company sought to implement a robust architecture that provides security, failover and redundancy while addressing immediate integration needs and providing the foundation for services reuse. To control costs, KUB needed the solution to be manageable with existing full-time staff.

Solution
KUB worked with IBM Business Partner Perficient to design and implement a portal solution based on IBM WebSphere Portal Extend that would allow the company to quickly consolidate applications and content for internal users and customers alike.


IBM Lotus Web Content Management gives KUB control over portal content, allowing non-technical staff to use design and content libraries as well as templates as part of a single workflow that results in updates to the portal.

IBM WebSphere Integration Developer allows KUB to build SOA-based integration solutions and applications. The new portal can interact directly with data from other systems in use at the company, such as PeopleSoft CIS, Fiserv and US Payments, and Intergraph’s Outage Management and Dispatch system. KUB has also developed and deployed account management tools, bill payment options, paperless billing, a start/stop utility service wizard and an outage reporting system using IBM Rational Application Developer.

IBM WebSphere Enterprise Service Bus and IBM WebSphere MQ software support KUB’s Service Oriented Architecture by enabling the development of services that support the exchange of data between applications serviced by the portal.

Benefits
· Over 65,000 customers have signed up to pay their bill online
· Customer satisfaction surveys are extremely positive
· Site usability is high; less than 1 percent of call center volume is related to the new site

Products and services used

IBM products and services that were used in this case study.

Software:
WebSphere Integration Developer, WebSphere MQ, WebSphere Portal Extend, Rational Application Developer, WebSphere Enterprise Service Bus, IBM Web Content Manager

Legal Information

© Copyright IBM Corporation 2010 IBM Software Group Route 100 Somers, NY 10589 Produced in the United States September 2010 All Rights Reserved IBM, the IBM logo, ibm.com, Lotus, Rational and WebSphere are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.