City of Toledo Selects SAP to Expand Citizen Services and Establish a Foundation for Future Growth

Feature Article | August 9, 2005 by admin

The water and wastewater departments will implement the scalable SAP solution within a fixed timeline aimed at generating quick returns. “The city of Toledo is continuously searching for ways to improve citizen service measures,” said Jack Ford, mayor of Toledo. “With the SAP solution, we have invested in our infrastructure and reformed the IT department, placing our internal operations on technology’s cutting edge.”
The SAP software implementation is part of a new citywide enterprise infrastructure project aimed at improving the delivery of citizen services and supporting mobile and voice functionalities to enable emergency response capabilities for police and fire officials. With SAP solutions offering customer care and billing, the city’s water department will be able to:

  • Improve billing processes by strengthening the flow of customer data throughout the billing department, resulting in increased accuracy of invoices, improved collections handling and the conversion from quarterly to monthly billing cycles.
  • Improve customer service by expanding the flow of customer data between the front- and back-office so that interaction center agents have the accounting and usage data they need to quickly solve customer queries and remain engaged in customer-facing activities.
  • Lower ownership costs by providing an improved, intuitive interface that reduces the need for user training and by implementing a fully scalable, integrated solution that requires little customization, takes a short amount of time to implement and provides support for future upgrades and replacement of legacy systems.
  • Ensure secure and optimal operation for hosting the production environment, minimizing the costs and risks involved in investing in IT hardware and infrastructure while enabling IT personnel to concentrate on their core competencies, ensuring employees maximize their use of the SAP solution.

“I am very pleased with the city’s selection of SAP, the culmination of a highly focused group effort among staff, the advisory council and city volunteers, representing a major step in phasing out obsolete systems,” said Betty Shultz, Toledo city councilwoman. “This state-of-the-art solution will provide improved real-time information to better manage city processes.”
“We needed a solution that would not only replace our billing system and meet our customer service requirements, but one that would support the broader, citywide infrastructure initiative we are planning,” said Patsy Scott, director of Information and Communications Technology, city of Toledo. “We chose SAP because it has a solution map engineered to meet the specific needs of a water utility – demonstrating a deep understanding of our industry processes – and because SAP is an established solution provider that can support our needs both now and in the future.”

“I am very pleased with the city’s selection of SAP, the culmination of a highly focused group effort among staff, the advisory council and city volunteers, representing a major step in phasing out obsolete systems,” said Betty Shultz, Toledo city councilwoman. “This state-of-the-art solution will provide improved real-time information to better manage city processes.”
“We needed a solution that would not only replace our billing system and meet our customer service requirements, but one that would support the broader, citywide infrastructure initiative we are planning,” said Patsy Scott, director of Information and Communications Technology, city of Toledo. “We chose SAP because it has a solution map engineered to meet the specific needs of a water utility – demonstrating a deep understanding of our industry processes – and because SAP is an established solution provider that can support our needs both now and in the future.”

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