WebCenter Customer Spotlight: Los Angeles Department of Water and Power
- by me
Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter
Solution Summary
Los Angeles Department of Water and Power (LADWP) is the
largest public utility company in the United States with over 1.6 million
customers. LADWP provides water and power for millions of residential
& commercial customers in Southern California.
The goal of the project was to implement a newly designed web portal to increase customer self-service while reducing transactions via IVR and automate many of the paper based processes to web based workflows for their 1.6 million customers.
LADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content and Oracle SOA Suite for the integration of their complex back-end systems infrastructure.
The new portal has received extremely positive feedback from not only
the customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution.
Company OverviewLos Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. LADWP also bills most of these customers for sanitation services provided by another department in the city of Los Angeles.
Business ChallengesThe goal of the project was to implement a newly designed web portal that is easy
to navigate from a web browser and mobile devices, as well as be the platform for
surfacing internet and intranet applications at LADWP. The primary objective of the new portal was to increase customer self-service while reducing the transactions via IVR and walk-up and to automate many of the paper based processes to web based workflows for customers. This includes automation of
Self Service implemented through My Account (Bill Pay, Payment History, Bill History, Usage analysis, Service Request Management)
Financial Assistance Programs
Customer Rebate Programs
Turn Off/Turn On/Transfer of Services
Outage Reporting
eNotification (SMS, email)
Solution DeployedLADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content. Using Oracle SOA Suite they integrated various back-end systems including
Oracle Siebel CRM
IBM Mainframe based CIS
FILENET for document management
EBP Eletronic Bill Payment System
HP Imprint System for BillXML data
Other systems including outage reporting systems, SMS service, etc.
The new portal’s features include:
Complete Graphical redesign based on best practices in UI Design for high usability
Customer Self Service implemented through MyAccount (Bill Pay, Payment History, Bill History, Usage Analysis, Service Request Management)
Financial Assistance Programs (CRM, WebCenter)
Customer Rebate Programs (CRM, WebCenter)
Turn On/Off/Transfer of services (Commercial & Residential)
Outage Reporting
eNotification (SMS, email)
Multilingual (English & Spanish) – using WebCenter multi-language support
Section 508 (ADA) Compliant
Search – Using WebCenter SES (Secured Enterprise Search)
Distributed Authorship in WebCenter Content
Mobile Access (any Mobile Browser)
Business ResultsThe new portal has received extremely positive feedback from not only customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution.
Additional Information
LADWP OpenWorld presentation
Oracle WebCenter Portal
Oracle WebCenter Content
Oracle SOA Suite
