Abstract
This Energy Insights study provides a current analysis of customer information
system (CIS) implementation costs for systems implemented within the past
three years by U.S. utilities. To obtain the data used within this study, we
conducted detailed interviews with utility CIS project managers, IT
executives, customer service executives, and CIS software and service vendors.
When possible, we corroborated the relevant information with both utility
personnel and vendor staff or through published seminar presentations.
This purpose of this study is to give utility companies the ability to compare
their current CIS implementation costs with industry averages in order to
create accurate planning assumptions for future CIS projects and to support
rate-case submissions or other related regulatory proceedings.
"Customer information systems are absolutely critical for all utility
companies and typically make up the largest percentage to application
spending," stated Rick Nicholson, vice president of Energy Insights. "The
ability to plan and control implementation costs while achieving the required
service levels is a critical success factor for CIS projects."
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