IT Governance Business Case Real-time Integration with Payment Processing Department of Water Management
Background Customer Billing Services uses an online/phone payment process that relies on two applications: Munis and Paymentus. Currently, these two applications pass data through a technique called “batch processing.” After the customer makes a payment online, Paymentus passes a “batch” of data to Munis every night at 1 a.m., which includes all payment data for the previous 24 hours. After Munis receives the data, the customer’s information is reflected as paid. As the applications have evolved, it is now possible to implement an online/phone payment process that can post payments real-time.
Current Business Problem •
The current online/phone payment system does not post to Munis until the next day. This means that if a customer calls on the day they pay their bill, their account information in Munis is inaccurate.
•
Staff has to check multiple systems to verify account information which leads to longer talk and hold times, higher abandonment rates, and inefficient processes.
•
Customers have to call multiple times for reconnections, an inefficiency which leads to reduced customer satisfaction, high call volumes, and increased field staff overtime.
Current Pain Points
• Delayed payment data in Munis gives customers perception of inaccuracy • The current process is one factor contributing to: • Increased call times due to the inefficiency of multiple system validation • Higher call abandonment rates because calls take too long for customers • Customers must call multiple times to validate their payment information • Overall, call volume is high because customers must call multiple times
Current Pain Points (cont.) • • •
The batch process contributes to some customers experiencing delays in water reconnections when they attempt to pay late in the day Overall, the current process also contributes to lower customer satisfaction Finally, CBS is unable to run comprehensive real-time daily reports from Munis because the data is delayed
Desired Business Value City of Durham’s Strategic Plan Goal: Innovative & High Performing Organization
Initiative: Develop and implement a continuous improvement model that includes evaluation and process improvement to analyze and improve City services •
Evolve the existing online/phone payment process by adopting a realtime data transfer solution
•
Improve the overall customer experience by shortening some lengthy calls and eliminating the need for multiple calls
•
Lower the workload on CBS staff by increasing efficiency and improving system integration
Future State Benefits • Real time payment updates will allow for no delays or perceptions of inaccuracy • Single system validation (Munis) will mean that both staff and customers will experience less delay in obtaining up-to-date information • Because customers will only have to call once, there will be decreased call volume and abandonment rates • Greater efficiency produced by real-time data transfer will give us higher customer satisfaction and faster water reconnections • Additionally, the greater efficiency will reduce overtime on City of Durham staff
Recommended Solution and Analysis
Potential Solution #1: API for Paymentus-Munis Connection Description
An API that would allow for real-time data transfer from Paymentus to Munis.
Pros
• • • • •
Real-time data transfer from Paymentus to Munis Single system validation (Munis) Creates efficiency for both the customer and the CBS staff Builds on currently purchased systems (Paymentus and Munis) Delivers the ability to generate real-time reports
•
There are additional one-time and recurring costs associated with purchasing the API. Due to Durham’s size, the API would have to be tested for performance.
Cons
•
Potential Solution #2: Tyler Utilities Portal Description
Tyler Technologies’ own utilities payment system.
Pros
• • •
Real-time data updates Single system validation (Munis) Creates efficiency for both the customer and the CBS staff
• • •
The Tyler Utilities portal is still an in-development solution Requires conversion of the current payment process and IVR Increased customer complaints from changing the auto payment system
Cons
Recommended Solution: API for Paymentus-Munis Connection Description
An API that would allow for real-time data transfer from Paymentus to Munis.
Pros
• • • • •
Real-time data transfer from Paymentus to Munis Single system validation (Munis) Creates efficiency for both the customer and the CBS staff Builds on currently purchased systems (Paymentus and Munis) Delivers the ability to generate real-time reports
•
There are additional one-time and recurring costs associated with purchasing the API. Due to Durham’s size, the API would have to be tested for performance.
Cons
•
COST ESTIMATES Description
FUNDING Annual Run Costs (Hours)/ KTLO
Year 1 Costs (Hours)
Departmental Funding Amount:
$20,600
Labor $ (Hours) Internal TS:
65 hours
5 hours
Business Analysis
15 hours
0 hours
TS Services
30 hours
5 hours
Project One Time Costs
TS PMO
20 hours
0 hours
Project Run Cost (External)
$1,980
Internal Department: Water Management
40 hours
5 hours
*Total Project Funding Requested for Year 1
$1,980
$0
$0
*Recurring Costs
$1,980
Professional Services (Munis)
$0
$0
Professional Services (Paymentus)
$0
$0
$0
$0
$22,580
$1,980
External:
Funding Requested (Y/N):
Non-Labor $ Hardware: Software:
Other: *Total Project Funding Requested (External), includes External Year 1 Run Costs and Non-Labor
Y
$0
Risk Identification Description of Risk
Risk Impact
Mitigated (Y/N)
Contingency(Y/N)
Poor execution
High
Yes
No
Project team turnover
Medium
Yes
No
Vendor performance
High
Yes
No
Cyber Security
Low
No
No
Mitigation Risk (Costs) •
No cost
Contingency Risk (Costs) •
No cost
Our Ask We are asking to approve the business case for Water Management’s Munis Paymentus API integration for submission to the City Manager for approval and funding through the BMS department.