Chicago automating water department workflow

The City of Chicago's Department of Water began streamlining its customer

service process last month with an automated workflow management system

developed by SCT.

Under a five-year, $11.3 million contract, SCT's Energy, Communications

and Utilities division in Columbia, S.C., will provide on-site and remote

application and operations management services to support its Banner Customer

Management System, according to a company news release. The contract includes

technical upgrades.

The Banner system consolidates all data about billing, repairs, debt

collection and other services for 535,000 customers. All activity about

a particular account can be retrieved quickly and easily from the same system.

"We began using the SCT Banner Customer Management System on a day with

an unusually high volume of customer calls and visits, and the switch from

the old system to the new one was nearly flawless," said Richard Rice, commissioner

of the Chicago Department of Water, in the release.

About 700 state and local governments, courts and public agencies use

SCT software and services.