Cornerstone Report

July 15, 2020

Key Updates - Post Production Center

• Release 1.2.2 was implemented on June 28, 2020, which added

WSSC’s Fiscal Year 2021 Water/Sewer Rates

• Release 1.3 is scheduled for implementation on August 2, 2020,

which will resolve 16 defects

• 213 defects remain openo 16 high priority

o 73 medium priority

o 124 low priority

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Technology Stabilization MetricsTechnical Scorecard

Category Measure DescriptionCurrent

Rating

System

Stability

Component failures

(Infrastructure)

Number of infrastructure components failures during last 30 days

Allowed: 0

Actual: 0

Component failures (Application)

Number of application component failures during last 30 days

Allowed: 0

Actual: 0

Production database availability

Number of unplanned database outages during last 30 days

Allowed: 0

Actual: 0

Release

Mgmt. Unplanned releases deployed

Number of unplanned releases deployed during last 30 days

Allowed: 3

Actual: 0

Green

Green

Green

Green

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Technology Stabilization MetricsTechnical Scorecard

Category Measure DescriptionCurrent

Rating

Batch

Critical jobs system crash

Number of critical path processing crash during last 30 days due

to technical issues:

Allowed: 0

Actual: 0

Billing batch processing

Percent billing batch jobs completed within the predetermined

batch window during the last 30 days:

Allowed: 100%

Actual: 100%

Critical path batch processing

Percent Critical Path Batch processing completed within the

prescribed window during the last 30 days:

Allowed: 100%

Actual: 100%

Defects Severity 1 Defects Reported

Number of Severity 1 Incidents identified in last 30 days:

Allowed: 0

Actual: 0

Green

Green

Green

Green

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Metric: Accounts Billed On-Time

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Accounts Billed On-Time

• Accounts are considered billed on time if the

most recent bill was produced within 15

calendar days of the respective bill window close

date

• Performing within target range

• Very slight decrease of 0.14% from March to May

attributed to the COVID-19 response and shift

of staff time to other initiatives, along with

overtime reductions implemented as part of

COVID-19 savings plan

Metric: Payments Received

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• Total amount of payments received, as of the end of each month

• Cash collection is down $12.8 million through May FY20 vs. May FY19

• Contributing factors: C2M conversion (early FY20) and COVID-19 suspension of collection activity (March-May)

$-

$20,000,000.00

$40,000,000.00

$60,000,000.00

$80,000,000.00

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May

FY19  FY20

COVID impactC2M Conversion

Metric: Accounts/Amounts Past Due

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Accounts Past Due (#)

Amounts Past Due ($ millions)

• Accounts are considered “Past Due” when a bill is 30

days past the bill due date

• Collection activities are suspended (i.e. turn-offs and

waiving late fees) in response to the COVID-19

pandemic

• From the end of April to the end of May, there was a

7.5% increase in the number of past due accounts, and

an 11.5% increase in the total past due amount

• Customer affordability enhancements are included in

the FY21 Approved Budget, increasing funding from

$2.8M to $3.2M

Metric: Number of Tasks

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• A "To Do" is a task assigned in C2M. There is a wide

range of tasks, which typically indicate errors delaying

the mailing/generation of a bill

• Since/during the COVID-19 pandemic (March-May), staff

have been able to consistently complete/close more To

Do's than the system has generated.

• Early projections after C2M went live indicated that the

To Do backlog (not pictured) could grow to nearly

100K; staff has worked backlog down to below 12K.

* When C2M went-live (July 2019), a large backlog/large amount of work was created.

* To Do completion was low due to staff learning system and low # of resources.

0

10000

20000

30000

40000

50000

60000

70000

Jul-19 Sep-19 Nov-19 Jan-20 Mar-20 May-20

To Do's Generated To Do's Completed

Organizational Development Next Steps

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• August: FY21 Targets for Metrics

• September: Customer Call Center Metrics

• October: Meter Services Metrics

Key Updates - Cornerstone Release 2

Cornerstone Release 2 – Enterprise Asset Management

(EAM)

• Business Requirements Gathering (Phase I & 2): Completed

• Business Requirements Reconciliation (Phase 3): Completed

reconciliation amongst stakeholder business units

• Cornerstone Release 2 Requirements have been Archived for use

with Future EAM Project: Completed

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Key Updates – Cornerstone Release 2 Cont.

Alternative Asset Management Solutions:

1. Upgrading WSSC’s existing Oracle Work & Asset Management (WAM) solution to a

supportable version1. Estimated Cost: $250,000

2. Target Implementation: 09/06/2020

2. Sourcing and implementing an individual technology solution for Fleet within

General Services division1. Estimated Cost: Determination in progress

2. Target Implementation: Determination in progress

3. Sourcing and implementing an individual technology solution for Paving within

Engineering & Construction division1. Estimated Cost: Determination in progress

2. Target Implementation: Determination in progress

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Questions?