Winner: APSArizona Public Service Electric CompanyDenise Hutchinson, Manager of Organizational

Change Management

Best CIS Implementation

Arizona Public Service Project CiNERGY

Program Overview

Agenda• Project foundation and timeline• Structure and cadence• Communication and training strategies• Testing• Go-live

– Readiness– Success– Benefits

• Key takeaways• Management team introductions• Q&A

Competitive set and disintermediation –

solar, energy storage and home energy

management solutions

Changing customer base

Technology and innovation – mobile

and online

Flexible billing and service

delivery platforms

Foundation for the Future

5

Jan

2015 2016

Apr Jan

Mock Go Live

Feb

2017

March

Go-Live

Apr

2015 Success

Design

Build (began ahead of schedule)

2016 Success

Build

Test

Train

2017 Success

Mocks

Go-live

Stabilization

DevelopmentDesign Testing Post Go Live Support

Training

CiNERGY Timeline

6Proprietary & Confidential 6

Change the PROCESS NOT the PRODUCT

Scope management is a team responsibility

Customer FIRST

One team, common goals

Increase business value by integratingCINERGY with Enterprise-wide programs

Guiding Principles

77COMPANY CONFIDENTIAL

CONTROL, TRACKING & REPORTINGProgram Management

STRATEGIC VISION & LEADERSHIPProgram Sponsorship/Steering Committee

EXECUTION

Project Management/Work Streams

Independent Oversight

Business Stakeholders

External Stakeholders

Program Governance Structure

Awesome TEAM

Strategic Partners

• Weekly meeting cadence

• Monthly report cadence

• Monthly meeting cadence:

Strict Adherence to Cadence

11Proprietary & Confidential

Collaborative Floor

• Videos

• Newsletters

• Postcards

• CiNERGY SharePoint

• Stakeholder Meetings

• Roadshows

• Change Champions

12

Communications

Training Details

13

• 96,704 total hours

• Executed over 98 business days

• 1,092 employees

Learning is best when it’s FUN!

14

Gamification App

15

• Bite-sized learning repeated over time

• Less than 1 minute per question

• Earn coins for prizes

Testing

System TestSystem

Integration TestUser Acceptance

Test

Performance Test

• Executed over 1500 core system test cases in UAT

• Business testers were key!

– 10 from back office

– 9 from call center

• Supplemental business experts periodically forother key areas

• Testing automation played a big role Go-Live! March 5, 2017

Cutover Activities

17

Go-Live Readiness• Full legacy data converted prior to System Test

(1.2 million accounts)

– Early identification of defects

– Defect resolution prior to UAT

• Practice, practice, practice

– Data conversion (40 times)

– Mock drills

– Full dress rehearsal (including stakeholders)

• 70-114 hours proficiency practiceCall Center, Billing, Credit & Collections

– 15-20% decrease in transaction processing time for core transactions

Go-Live Success• Floor walkers in Call Centers, Billing and

other key areas

– Needs reduced significantly after Week 3

• Call Center

– Overtime eliminated after Week 3

– Week 6

• Call center meeting service level

• ASA decreased 326 seconds

• AHT decreased 74 seconds

Benefits Realized• Reduction of risk:

– Retired obsolete 25 yr. old system w/many points of failure and excessive manual interventions

– Implemented industry leading system that provides wider pool of skilled resources

• Cost and time savings:

– Reduced cost and time of projects and system enhancements

– New rates flawlessly implemented only five months after go-live

• Savings of $1.8M and five months

Key Takeaways• Governance model & leadership structure

• Solution review board governance for customizations

• Strong partnership with all stakeholders

• Safe environment to challenge status quo

• “Best and brightest” collaborative team

• Strong project branding and communication

• Proficiency practice vital for key end-users

21

Winner: APSArizona Public Service Electric CompanyDenise Hutchinson, Manager of Organizational

Change Management

Best CIS Implementation