SUMMARY: A convergence of factors is necessitating the modernization of customer engagement technology in the utility industry. These include quickly evolving customer expectations, the need to collect and analyze large volumes of customer data, and lack of internal resources to support older systems.
Cloud-based Customer Experience Management (CXM) solutions may be better positioned than on-premise options to address these factors. Their elasticity, access to third party support, and ease of patching/upgrades, are a few of the many reasons why. But Cloud-based customer-experience transformations can stall because leaders can’t yet show how these efforts create value. These need to be included in the business case receive buy-in, funding and company-wide momentum for change.
Orlando Utilities Commission (OUC), a municipally-owned public utility that provides water and electric service in Florida, has won several awards for IT transformation. They recently implemented OneView™, Level One’s secure Cloud platform for seamlessly managing billing, payments and customer communications. During this session, OUC’s CIO, Jerry Sullivan, and Level One’s president, John Boland, will discuss the business case for adoption a cloud CXM platform. The discussion will include the story of OUC’s journey to the Cloud and what’s next on their transformation roadmap.
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Jerry Sullivan, CIO, Orlando Utilities Commission
Jerry is the Chief Information Officer at Orlando Utilities which is a vertically integrated electric and water utility serving the City of Orlando and parts of Orange and Osceola Counties in Central Florida. Under Jerry’s leadership, they are a fully digital utility from meters to nearly every application at OUC. Digitalization, and the resultant experience from better channels, faster payments, full self-service, and the entire customer service and highest reliability are the focus at OUC. He was instrumental in OUC being recognized at Best Customer Innovation utility and the Smart Grid in North America by CS Weekand Electric Light and Power Magazine, Jerry has a Bachelor of Science in Engineering from West Point and a MBA in Finance from the Stern School of Business at New York University. He was the director of the Global Energy Practice at PA Consulting and the Executive Director at ERCOT, the RTO for 24 million customers in Texas.
John Parker Boland, President, Level One
John Parker Boland co-founded Level One in 2004 and drove the company’s growth into a leading provider and integrator of customer experience and communication solutions to utility companies nationwide. John currently serves as President and COO, bringing more than 25 years of document management and technology industry expertise to his role with the company.
As President, John is responsible for steering Level One’s business innovation and strategy. He works closely with customers to effectively meet their IT business needs, through an understanding of their business vision and goals.
Before joining Level One, John served as Director of Business Process Outsourcing for Utilities at Workflow Solutions, where his focus on customers, innovation, improved operational efficiency and execution led to significant growth of that Division. Prior to that, he spent 10 years at Delaware Valley Business Systems, where he held a variety of management, sales, and marketing roles, until that company was acquired in 1994.
Connect with John on LinkedIn