Ubits Fall 2022
MyAccount upgrade project stands out for collaboration and customer focus In 2022, expectations are higher than ever regarding online business, and our customers’ expectations are no different. We have offered online payment and billing through MyAccount since 2013. While updates were made in 2017 to include a responsive design, the functionality has primarily remained the same. In the ever-changing world of digital experience, our legacy MyAccount portal served our utility and customers well, but it needed an upgrade. Our utility and City of Tacoma employees have been collaborating since early 2019 to bring new life to MyAccount. Through detailed requirements gathering, an intense request for proposal and vendor selection process, dozens of design workshops, and hours of review and testing, the dedicated team delivered a solution that aligns with our utility’s digital modernization goals. The upgrade also positions us to provide customers with the online self-service portal they expect.
MyAccount now leverages customers’ advanced meters, displaying their real-time usage data in graphs and tables, allowing them to better understand how they use power and water at home or in their businesses. This understanding can help customers make changes that could lower their electricity and water use and save them money.
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We are delivering on the TPU promise of valuing our customers’ time, money, and preferences,” Treena said. “This gives them the tools they need to actively and easily manage bills and usage whenever they want.”
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“We spent hundreds of hours researching best practices, interviewing subject matter experts, and workshopping to deliver an exceptional customer experience,” said Treena Colby of TPU Public Affairs & Communications. The new portal reaches beyond just payment and billing, which demands the participation of employees from each division.
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The project team worked closely with business partners and staff to deliver a high-quality portal that truly reflects our customers’ needs,” said Curtis Sneddon, project manager.
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Cascadia Rising emergency exercise
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Watershed Strategic Plan