Lean and Engaged Data Processing

Project Detail

Client: Ecova

Business Area: Utility Expense Data Management

Opportunity: Streamline the work to pay utility bills and monitor utility usage for millions of customer sites every month


  • Combined multiple roles to form vertical customer-focused teams with fewer handoffs and clearer accountability for meeting team goals
  • Deployed whiteboards and huddles to provide visual controls so that teams could manage their own daily work
  • Reduced staffing through attrition by 16 FTEs, while also absorbing a volume increase of 10.3%
  • Total volume-adjusted financial impact of $1.3 million annually

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