Utility
Services Partner
Service Delivery Foundation
Ensuring success — every day
The Oracle Utilities business services offered by Cobb Energy are built on our proven Service Delivery Foundation (see Figure 1). These foundational components ensure our products and services are designed, constructed, and operated according to strict standards, methodologies, and “best practices”. By maintaining focus on these core principles, our Utilitiy Services Partner (USP) team is able to deliver high quality, high value services from Oracle Utilities hosting through the entire utility revenue cycle.
Governance
Our governance model is based on defining key roles and responsibilities between our client’s team and the Cobb Energy USP team. Leveraging proven processes, we work to derive client-specific policies and procedures thus incorporating unique aspects of the business relationship.
We collaborate with our clients to achieve the following goals:
- Provide strong project management and change control;
- Quickly establish and maintain a positive working relationship;
- Become proactive, highly dependable and predictable partners;
- Achieve targeted financial benefits; and
- Deliver on all commitments.
Quality Assurance and Improvement
“Doing the right things” means providing product and service features that satisfy and delight the customer. “Not doing the wrong things” means avoiding defects and other behaviors that cause customer dissatisfaction.
Our goal at Cobb Energy is to do the “right things” that exceeds our clients’ expectations. Our Quality Assurance program is time tested and proven, with an emphasis on key areas such as:
Appraisal: To ensure that our day-to-day work is meeting client expectations we utilize tools such as:
- Quality Inspections
- Quality Reports
- Quality Checklists
- Lessons Learned Workshops
- Proven Testing Methodology
Preventive: These QA processes are designed to prevent non-conformance in the future. QA tools we leverage include:
- Process Validation
- Quality Audits
- Parallel Billing Tools
- Quality Education Plans
- Design Quality Progress Reviews
In addition to focusing on quality assurance, our team proactively seeks to improve the quality of our services. We leverage quality audits, reviews, and other feedback mechanisms to creatively identify better ways to serve our clients.
Client Satisfaction
Cobb Energy’s USP team is intensely focused on achieving client satisfaction. We believe client satisfaction is a direct result of high quality service, but recognize that great service alone doesn’t ensure our clients are satisfied. Specific processes and dedicated professionals — geared toward achieving client satisfaction — are required for success in this area. Examples include:
Account management structure — we have a formal account management organization that ensures our clients receive the appropriate level of attention. Our account teams are focused on the success of their clients and work pro-actively with our operations team to ensure client expectations are exceeded.
Results measurement with formal feedback/communications — we believe measuring actual results is crucial, but working with our clients to take action based on these results is even more important. We have proven, established processes in place to ensure we obtain client feedback on performance and achieve consensus on actions to be taken.
Results-driven and client-focused workforce — our USP professionals are agile, flexible, and responsive to client needs as expectations change. They are encouraged to anticipate future needs and expectations, and meet or exceed them.
Business Intelligence
Cobb Energy understands the importance of providing fast and accurate access to information to support critical business decisions. Often, this information is stored within multiple locations and formats. A successful Business Intelligence (BI) framework provides the means to extract information from various sources, transform this information into a format that better supports decision making and provides easy access to the information for authorized users. Our Business Intelligence offering focuses on several key areas, including:
Building a Successful Information Delivery Foundation: Delivering timely information to decision-makers requires the creation of a robust BI platform. Cobb Energy has made the required investments to create this platform.
Executive Dashboards: We leverage our dashboard tools and experience to create information views that help our clients make better decisions. These views are more than a “nice to have”; they are a requirement in today’s business world.
Data Warehouse: For clients with more demanding Business Intelligence needs, we can assist in the creation of a data warehouse infrastructure with appropriate views, reports and analytics.
Reporting Flexibility: With our reporting capabilities, we can provide timely, pertinent reporting in many ways: automated on a regular schedule, user-configurable based on pre-defined selectable parameters, or ad-hoc reporting for more sophisticated users.
Our Service Delivery Foundation ensures that all of our USP services are delivered to you at the highest possible level of quality and value — every day!
