In the summer of 2014, Placer County Water Agency (PCWA) in California was facing a trihalomethane (THM) crisis. Drought across the western United...
Water Authority Sees Long Term Benefits in Outsourcing Model
ORCOM, a provider of outsourced customer care and billing solutions for the utilities industry, announced that Truckee Meadows Water Authority (TMWA) has chosen ORCOM to provide a full suite of outsourced customer care and billing services. These services will include hosting ORCOM's E-CIS billing software and bill print mail services to more than 77,000 customers.
TMWA, a recently formed joint powers authority based in Reno, Nevada, serves water customers in Reno, Sparks, and Washoe Counties. "One of the main reasons we chose ORCOM to provide an outsourced solution is because we have a strong core competency in water operations but limited back office and IT infrastructure of our own," said Kim Mazeres, Customer Service Manager of TMWA. "For the water authority, outsourcing will mean saving millions of dollars in infrastructure investment in addition to the operational costs and added management efficiencies associated with operating and maintaining network and back office operations through a single-provider contract."
As part of the agreement, ORCOM will be hosting its E-CIS customer care and billing software on behalf of TMWA. Billing specialists and field representatives at TMWA will be able to access the software remotely. "We look forward to our association with ORCOM for the full spectrum of our customer care and billing services," added Mazeres. "They have an excellent reputation and we trust them to help us improve efficiency and raise service level standards."
"We are now seeing a number of government-run utilities switching to the outsourcing model," said Jamie Biddle, CEO of ORCOM. "It saves a tremendous investment in time and money, enabling utilities to focus on the bottom line: providing outstanding service to customers."
It is estimated that companies like TMWA save up to 30 percent when outsourcing. The price of hardware, resources and software averages $ 3-5 million dollars annually plus the rising semi-annual costs associated with continuous technology upgrade. ORCOM's 100 percent successful project implementation record and its guaranteed billing service levels are additional reasons utilities like TMWA have selected ORCOM and its outsource customer billing model.