Ambition
Greater Cincinnati Water Works (GCWW) has proudly served the community as a municipally owned utility since 1839. Its mission is to deliver a reliable supply of high-quality water, promote environmental sustainability, and provide exceptional service in a fiscally responsible way.
A recognized leader in water quality research and innovation, GCWW has been nationally spotlighted for its advanced treatment technologies. The utility performs over 600 water quality tests daily—monitoring from the source through treatment and distribution—to ensure the highest standards of public health.
To modernize operations and support future growth, GCWW set out to transform its CRM, billing, and service bureau functions. This included migrating from its legacy on-premises Customer Information System (Customer Care & Billing version 2.4) to Oracle Customer Cloud Service (CCS)—enhancing scalability, customer experience, and workforce readiness through a robust training and adoption program. Oracle CCS is recognized by IDC Marketplace as a market leader in the utilities CIS Billing Solutions to provide an integrated platform for both billing and meter management and aligned to GCWW’s future to move towards AMI (Advanced Metering Infrastructure) smart meters capability.
Action
GCWW partnered with Wipro to implement Oracle’s Energy and Water Solution to achieve the vision of Customer Cloud Service (CCS) and modernize its Customer Information System (CIS). This was intended to reduce the technology debt and provide advanced features tailored for the water industry, including contact management, billing, metering, account management, and self-service capabilities. Wipro deployed this cloud solution in a short timeframe has reduced time-to-market, while effectively utilizing Oracle’s CCS capabilities, including Batch Scheduler and Wipro’s Disaster Recovery solutions.
In summary, GCWW’s adoption of Oracle CCS in collaboration with Wipro, a top-tier Oracle partner, is a strategic move to modernize the technology platform, service transformation, and improve the overall customer experience.
Ambitions Realized
Wipro helped GCWW reduce its operation and recurring costs by effectively using Oracle’s CCS capabilities, including Batch Scheduler and Wipro’s Disaster Recovery solutions. Additionally, the future-ready Advanced Metering Infrastructure (AMI)/Smart Metering built into Oracle CCS ensures readiness for scalability and upcoming advancements. Wipro set up a seamless upgrade cadence to ensure GCWW is always operating on the latest software version. Wipro’s elevated organizational change management modules and sustainable trainings for end users have encouraged user adoption and ensured the smooth onboarding of new users.
Client Feedback
Andy Dorko, IT Assistant Manager, Meter to Cash at GCWW noted “I wanted to take a minute to congratulate you all on the successful implementation of CCS. Achieving success in these types of projects takes a special group of talented people and incredible teamwork. GCWW and Wipro have been partners for 10+ years and have now implemented a new billing system 3 times. I would like to extend a thank you to Wipro for their partnership over the last 10 years and to the Wipro and GCWW team members for their dedication and outstanding efforts on this project. Congratulations!”
