FY 15 Budget Review

Total Request $588,880 5245 Utility Billing

1 Credit Card/Web Portal Fees

$50,000

A 6.33% increase from FY1 4, this increase was calculated using the highest monthly expense and annualized this  peak monthly amount to sufficiently budget a total of $790,300 for Utility Billing credit card fees.                              

2 IVR Enhancement

$50,380

$488,500 The enhancements to be performed include 1) modify IP‐IVR scripts to collect account number and 2) provide  scree pop to Oracle CC&B. The UB IVR system saves significant money by automating the majority of high  volume service calls. There are approximately only 41% of calls fully automated through the IVR. By investing in  value added services to identify and authenticate callers UB will be able to improve customer service and the  overall business process specifically by reducing call times and errors. This upgrade (Version 2.4) provides extensive benefits to the City in terms of upgraded functionality, more  efficient and effective features, and ease of maintenance.  Moreover, the current Extended Maintenance  Support offered by Oracle on the City’s existing Version 2.2 is scheduled to end in Fiscal Year 2016. The City’s  failure to upgrade the system by that time would likely result in higher costs for maintenance support as well as  potentially exposing the City to risks associated with less active maintenance support from Oracle. Best practice  technology support includes regular upgrades to ensure quality maintenance as well as to benefit from  continued enhancements to the product.

3 CC&B Upgrade & Maintenance