1 Credit Card/Web Portal Fees
$50,000
2 IVR Enhancement
$50,380
3 CC&B Upgrade & Maintenance
$488,500
Total Request $588,880
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.
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.
5245 Utility Billing
