Bullhead City is located on the Colorado River in Mohave County, Arizona, United States. Boasting more than 300 sunny days a year, Bullhead City has also been referred to as Arizona’s West Coast because the City is located on the east bank of the Colorado River near the juncture of Arizona, California and Nevada. Following a $130 million bond approval, Bullhead City took over water and wastewater services for 21,000+ customers.
Bullhead City turned to VertexOne for a suite of modern solutions allowing the City to bring their operational systems up-to-date and increase customer satisfaction while minimizing service interruptions.
Utilities require their Customer Information System (CIS) to power a reliable meter-to-cash process in an adaptive, user-centric setup. Given the City's unique situation, selecting a CIS with a frictionless transition for customers and minimally burdensome evolution for City staff was critical. Prior to the transition, staff had already identified a weakness of their system, with users no longer able to make payments via a login-free platform. This presented an opportunity to the City to improve the power of their CIS.
Preparing, printing, and shipping bills in-house wastes significant time that could be spent elsewhere. The City operates on a 5-cycle, monthly cadence; requiring one City employee to be 'out-of-office' one-to-two days each week to operate the bill printing and stuffing machines. Consistently operating at reduced staffing levels amplifies the strain of handling inbound customer calls, the primary focus of City customer service staff. The City also faced limitations for outbound messaging, only allowed one promotional announcement to be printed on the back of each bill.
Any time a utility updates their systems they must abide by a strict timeline. Given their unique legal proceeding, the City was operating with clear deadlines. Because of these pre-set timelines, the City needed to make software and technology solution decisions quickly and efficiently in order to assure there was zero pause in service.