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Los Angeles Department of Water and Power: Consequences Linked to Its Premature Launch of Its Customer Information System May Push Total Costs Beyond $200 Million
Elaine M. Howle (ed)
In early Sept. 2013 the Los Angeles Department of Water and Power (department) launched its new customer information system (CIS) to provide billing and customer service functions for its 3.8 million customers. After more than 3 years of integration and testing, CIS replaced a 40-year-old, highly customized system that was technologically outdated. However, numerous problems with CIS arose immediately. It became clear that the system was not ready and customers had many complaints. The department had received feedback about CISäó»s significant problems before its launch, but did not heed this information. This report concludes that the premature launch of CIS may cause the department to spend in excess of $200 million on the project, significantly more than its budget. The department is still struggling to normalize important business practices and to collect unpaid accounts. Figures. This is a print on demand report.
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