| Increasing pressure from the regulatory body, forced Pinnacle West to bring down tariff structures. And the only way to achieving compliance without suffering a hit on the bottom line was to reduce operational costs |
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| The client |
| Pinnacle West Capital Corporation is an integrated utility with interests in generation, transmission, distribution and supply of electricity. The company sells and delivers electricity and energy related products and services to around one million wholesale and retail customers in the western United States. |
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| The challenge |
| Increasing pressure from the regulatory body, forced Pinnacle West to bring down tariff structures. And the only way to achieving compliance without suffering a hit on the bottom line was to reduce operational costs. From an Information System perspective, this meant a drastic reduction in the overall cost of application sustenance. |
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| The solution |
| Wipro started the solving process on a large and complex integrated legacy application with more than 700 entities in the data model, and no up-to-date documentation. A KAP (Knowledge Acquisition Process) was prepared that encapsulated the functional and technical knowledge in the form of SMTD (System Maintenance Technical Document), and laid out the blue print for solution development. Wipro set up an Offshore Development Center to reduce cost of application sustenance, to service defects, take care of system enhancements and provide comprehensive 24 x 7 support. Wipro’s business analysts at the ODC invented a workflow process covering the entire lifecycle of a change request. The solution also enabled complex billing to happen take place through the system leading to reduced manual intervention and lesser billing leakages. |
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| The benefits |
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The solution reduced nightly CIS batch window by 20% (or 2 hours), thereby ensuring increased timely availability of CIS online window |
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The quantum of backlog requests addressed in 12 months of 2001 was accomplished in just 7 months in 2002 |
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The budget payment plan functionality was strengthened leading to higher end-customer satisfaction for the top 20% of the residential customer base |
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An onsite/offshore ratio of 35:65 in the ODC brought down overall cost of CIS Application sustenance |
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| Customer testimonial |
Innovative and cost-effective IT solutions and processes are an increasingly important aspect of creating value and competitive advantage in the utility industry. Wipro impressed us by the quality of its processes, the commitment of the people and their level of knowledge. When all this is combined it means Pinnacle West has gained a very dynamic solutions partner.
Denny Brown
Chief Information Officer
Pinnacle West |
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