Project Summaries

Lean and Engaged Data Processing

Lean and Engaged Data Processing

Project Details

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

Results:

  • 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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