Infosys Technologies and Oracle Help Seattle City Light Improve Customer Service During Outages

Top Quote Infosys Successfully Implements Oracle Utilities Network Management System at One of Nation's Largest Municipal Owned Utilities. End Quote
  • (1888PressRelease) September 21, 2012 - Fremont, Calif. and Oracle, Redwood Shores, Calif.- Infosys Technologies (NASDAQ: INFY) and Oracle today announced the completion of a highly successful business transformation program incorporating the implementation of Oracle Utilities Network Management System Opens in a new window at Seattle City Light Opens in a new window , one of the nation's largest municipal owned utilities. Tasked by the Seattle-based utility to help leverage its investment in new technology for better customer service, Infosys utilized its industry-leading systems integration capabilities and consulting solutions to implement the Oracle solution within an expedited timeframe of 16 months.

    The newly implemented Oracle solution, selected in 2009, at Seattle City Light enhances the coordination of service restoration efforts by enabling real-time information sharing. For example, Seattle City Light can now inform customers of the causes of outages and give estimated times for service restoration, thereby improving communications with customers as well as interactions between dispatchers and repair crews. The network management system also predicts which customers are affected by outages, thus when customers contact the call center, customer representatives will be able to share the outage restoration information as well.

    The system at Seattle City Light is improving operational efficiency and flexibility, increasing customer service, reducing duration of outages and integrating data from existing information systems.

    Infosys is a Diamond level partner in Oracle Partner Network (OPN). The Diamond level distinction, the highest membership level in OPN, recognizes the expertise of Infosys with Oracle solutions and its ability to consult and deploy Oracle technologies for clients globally. Infosys also collaborated with UISOL Inc., an integration provider and domain expert, on the Outage Management System for the Seattle City Light implementation.

    Key Quotes

    Kelly Enright, Director of Customer Service and Executive Sponsor, Seattle City Light: "Our investment in technology has helped us better inform our customers and equip our operations personnel to improve overall customer service, especially during storm season. The implementation of the Oracle system was smoothly expedited from a timeframe perspective while working with Infosys on change management activities to ensure success of the overall project."

    Ankush Patel, VP and Head, Utilities, North America, Infosys: "This implementation is a major milestone in our strategic relationship with Seattle City Light and with Smart Grid initiatives. Utilities, such as Seattle City Light, can optimize data and analytics by turning them into valuable insights to improve customer service, drive business value, leverage existing investments and yield competitive advantages."

    Ravi Kumar S., VP & Global Head-Oracle Practice, Enterprise Solutions, Infosys: "The implementation of Oracle Utilities Network Management System at Seattle City Light serves as a clear example of how Infosys exhibits expertise in the Oracle implementation space. Additionally, Infosys continues to work with Oracle in bringing tangible process improvement and business benefits to our clients."

    Bill Vellante, Group Vice President and General Manager, Oracle Utilities: "With the implementation of Oracle Utilities Network Management System, Seattle City Light will be able to accelerate network restoration, improve operational efficiency, enhance system reliability and better manage distribution assets. We believe this solution will help take Seattle City Light to the next level in terms of customer service now and into the future."

    For more details:

    Industry Contact

    Ashiss K Dash, Infosys Technologies, (626) 806-4087

    Media Contact

    Stephanie Leonard, Infosys Technologies, (510) 857-6153; Caroline Yu Vespi, Oracle, (650) 506-8920

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