Longview CbrsEssay Preview: Longview CbrsReport this essayIntroductionLongview Water, a corporation owned by city of Longview provides water services to the city. Longview Water is in the midst of implementing a new customer billing and relationship management system (CBRS), their biggest information technology initiative to date. The project had been budgeted at $50 million and was scheduled to end by July 2009. To date more than $90 million had been spent and project completion was delayed to at least the first quarter of 2010.
Longview Waters Customer Billing and Relationship System (CBRS)The main objective of implementing the customer billing and relationship management system was to improve services to the customers. The CBR system would allow Longview Water to assess the value and commitment of each customer to the organization; this would help the organization to provide competitive offerings to promote loyalty among high value customers and also attract new customers. The new system would also enable Longview Water to improve the complex and challenging process of administering contracts to new and existing clients. The implementation of CBR system was highly complex as it warranted the integration of 10 major business systems and over 50 third-party interfaces.
We created the Business Care Services (BTS) system to improve the quality of life for all Longview Water Customers. The system currently provides management, billing, and reporting for many of Longview’s Water Service businesses in partnership with their partners. For BTS customers, we have worked closely with a variety of suppliers and companies in the industry to ensure that all operations have the capability to deliver timely, timely service. A significant amount of these BTS customers have been working for our business since 2004.
The company has developed the Business Care Services (BTS) system. The BTS system allows for management, billing, and reporting for many of Longview’s Water Service businesses, including the California Water Board. For BTS customers, we have worked closely with a variety of suppliers and companies in the industry to ensure that all operations have the capability to deliver timely, timely service. A significant amount of these BTS customers have been working for our business since 2004. The BTS systems are designed to be compatible with the customers’ personal water and wastewater consumption, care, environmental protection, and environmental assessment processes. The BTS system can assist in monitoring and reporting the water quality of Longview Water, including the levels of arsenic, boron. Both components of the water quality reporting system can be fully operational and operational as necessary.
Longview Water works closely with all suppliers for the BTS program and our partners and partners’ suppliers. We rely on our suppliers to provide consistent compliance for our BTS customers in order to deliver timely solutions and for our clients to maintain a high standard of service through quality assessment, quality control, and quality assessment of our water. In addition, both suppliers and partners have agreed to reduce the total number of days that their suppliers are required to report on these matters. As a result, for every customer BTS, we are required by law to do so in a timely manner. As a result of the implementation of the BTS system, Longview Water’s suppliers and partners meet the following requirements: • all customers must sign a formal BTS agreement with the supplier and meet a number of standards, including the minimum requirements of the BTS. • Customer service is provided via the BTS system. • Longview Water cannot verify and verify the verifications or verify the status of an individual customer service request. If a customer requests service from an individual customer service representative, he or she will be required to contact Longview Water Customer Services. • Longview Water strives to conduct all customer service inspections and reports required by its BTS contract for all customers. • The vendor who is responsible for the quality of employee service must be trained, provided appropriate training and advice, and have a proven record of excellence in compliance with the BTS contract. • In order for customers to participate and maintain a high standard of service under the BTS contract, Longview Water must comply with BTS regulations that govern the quality and performance of such services. • Longview Water complies with requirements that are generally applicable for BTS
Vendor SelectionIn January 2006, management prepared a business case for a new customer billing and relationship system and issued a Request for Proposals (RFP). Twenty vendors responded to the RFP. After a thorough evaluation, four of them were invited to bid for the project. Management evaluated all four bids thoroughly and recommended to the board that the contract be awarded to Johnson Information Technology Company (JIT).
Johnson Information Technology Company (JIT)Johnson information technology (JIT) was a large, turnkey solutions provider with offices worldwide. The firm had worked on a number of projects in Normandia for large private and public sector organizations. It enjoyed a positive reputation in the business community for completing projects on time, on specification and on budget
ContractLongview Water thus contracted with JIT in July 2006 to build and implement CBRS. Total funding for the project was $50 million. Of this $35M was allocated to JIT for fees and $15 million to Longview Water to cover staff and capital costs. The contract required a technical proof of concept (POC), a working prototype, to be provided before the final contract was signed.
The project was divided into three phases that were to take three years to complete altogether:Phase I – a tool to service major customers by July 2007Phase II – electronic data interaction capabilities with commercial land owners – by July 2008Phase III – integration of core systems across Longview Water by July 2009Project ProblemsThe major problems that Longview Water faced with respect to the CBRS project were,The whole project was going over the specified budget of $50 million and till now close to $90 million had been spent on the project.The project was to be delivered in three phases and was scheduled to be completed in three years. The first two phases were delivered month behind the original schedule. The third phase continues to have unresolved technical problems and the original release date of December 2009 has been deferred and no new date has been specified.
The project was split into three phases that were to take three months to complete altogether:Phase I ̬ a tool to service major customers by July 2007Phase II ̬ an ECS-based system to handle multiple-volume service requests from other partners; by July 2008Phase III ̭ integration by longshoremen/carpoolers by September 2008Project ProblemsThe major problems that Longview Water faced with respect to the CBRS project were,The whole project was going over the specified budget of $50 million and till now close to $90 million had been spent on the project.The project was to be delivered in three phases and was scheduled to be completed in three years. The first two phases were delivered month behind the original schedule. The third phase continues to have unresolved technical problems and the original release date of December 2009 has been deferred and no new date has been specified.
The project was split into three phases that were to take three months to complete altogether:Phase I ̭ a tool to service major customers by July 2007Phase II ̭ a ECS-based system to handle multiple-volume service requests from other partners; by July 2008Phase III ̮ integration by longshoremen/carpoolers by September 2008Project ProblemsThe major problems that Longview Water faced with respect to the CBRS project were,The whole project was going over the specified budget of $50 million and till now close to $90 million had been spent on the project.The project was to be delivered in three phases and was scheduled to be completed in three years. The first two phases were delivered month behind the original schedule. The third phase continues to have unresolved technical problems and the original release date of December 2009 has been deferred and no new date has been specified.
The project was split into three phases that were to take three months to complete altogether:Phase I ̮ a tool to service major customers by July 2007Phase II ̮ a ECS-based system to handle multiple-volume service requests from other partners; by July 2008Phase III ̯ integration by longshoremen/carpoolers by September 2008Project ProblemsThe major problems that Longview Water faced with respect to the CBRS course were,The whole project was going over the specified budget of $50 million and till now close to $90 million had been spent on the course.The project was to be delivered in three phases and was scheduled to be completed in three years. The first two phases were delivered month behind the original schedule. The third phase continues to have unresolved technical problems and the original release date of December 2009 has been deferred and no new date has been specified.
The project was split into three phases that were to take three months to complete altogether:
The project was split into three phases that were to take three months to complete altogether:
You can add more detail about the project at Project Problems and in the project documentation which can be found at http://www.
There have been concerns over the feasibility of the project which was highlighted in the technical POC at the start of the project which were overlooked by the steering committee at Longview Water.
The on-going viability of the project was raised by the CBRS project director who in his forecast of cost to completion of $100 million noted that the project would have a negative NPV.
What Went Wrong?There is no single