Riverina Water's digitalisation program a success

Infor has announced that Riverina Water has reported a strong return on investment from the first phase implementation of Infor CloudSuite Public Sector.

Riverina Water County Council is a local government water utility based in Wagga Wagga, New South Wales, Australia, serving a community of more than 77,000 people across 15,000 square kilometres.

Riverina Water’s deployment of Infor CloudSuite Public Sector includes Infor Financials & Supply Management, Infor CIS Billing and Infor Enterprise Performance Management (EPM) for integrated planning, budgeting, forecasting and financial consolidation, business intelligence and analytics.

Go-live for phase one from July 2023 has seen extensive benefits across its operations as well as improvements in customer satisfaction, enhancing several key areas:

• Certificate handling: Rates certificate management was shifted online, with customers to use a self-service portal instead of manual processes. Meter reading data is entered live via a mobile application. As a result, there has been a significant reduction in manual effort internally and a more than six-day improvement in certificate turnaround time for customers.
• Customer requests: Riverina Water previously used an existing electronic document management system to record customer requests, which are now maintained in Infor CloudSuite Public Sector. This enhancement has significantly reduced manual handling of customer requests and created the opportunity to analyse data such as response times and trends that were previously not possible.
• Bill payments: Bill payments were improved using standard billing capabilities in Infor CloudSuite Public Sector. The result is a 30% reduction in payment time over a 12-month period, with the trend continuing downward for 2024, as well as increased bill accuracy.
• Meter reading: More than 136,000 meter readings have been reviewed using Infor CloudSuite Public Sector’s algorithm, resulting in significantly improved bill accuracy for customers.
   

“Infor’s deep industry knowledge has been a key factor in transforming our legacy architecture into an agile, efficient platform that meets current and future needs, and has enabled process consistency and greater transparency throughout our organisation,” Andrew Crakanthorp, CEO, Riverina Water said. “Thanks to Infor, Riverina Water has continued its progress as one of the leading local utilities in New South Wales, providing safe and reliable drinking water to our growing region.”

Riverina Water’s Director Corporate Services Emily Tonacia said Infor’s technology was central to the organisation’s customer-centric approach in providing best-practice customer service.

“Since rolling out Infor CloudSuite, we’ve seen a real transformation in how we deliver services,” Tonacia said. “From frontline teams to external stakeholders, everyone’s benefiting.”

As Riverina Water’s digital transformation project moves into the next phase, future opportunities with Infor include advanced asset management and further automation to streamline operations and service delivery to generate valuable insights for decision-making that will benefit more than 77,000 customers.

Image: Supplied