Business: Orlando Utilities Commission (OUC—The Reliable One) is the second largest municipal utility in Florida. OUC provides electric and water services to nearly 231,000 customers in Orlando, St. Cloud and parts of unincorporated Orange and Osceola counties.
Challenge: OUC consistently strives to optimize customer service. One challenge OUC was working to solve included reducing the time from customer payment to service activation. Once a customer made a payment through a trusted payment partner to the time electricity was initiated or restored within the home often took more than 24 hours given the manual batch process that was in place.
Solution: OUC was able to solve this problem and close the loop between trusted payment partners and the customer meter through the use of APIs. By architecting a cluster of two CA API Gateways, the payment partner was able to send payment to an OUC API within 6 minutes, allowing OUC to instantly apply payment and then connect the meter within another 4 minutes. The hours and days customers were without service were instantly cut down to minutes.
Benefit: Through the implementation of a CA API Gateway into the OUC payment-to-meter system, OUC was able to accelerate service delivery, improve overall customer satisfaction and support hundreds of payment locations that make it convenient for customers to pay their utility bills.
“When it comes to utilities, it’s all about customer service. Customers rely on OUC to deliver service quickly once payment has been made and to turn it off immediately when they move,” said George Delacova, Solution Architect, OUC. “Our IT group plays a critical role in improving the customer experience, and we’re proud of the work we’ve done to support our customer engagement. Working with CA Technologies to manage and secure the APIs that connect payments to our meter system is a key element to that success.”