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City of Richmond - Project Manager 4
HYBRID - At least 3 days per week ON-SITE
Customer Relationship Management Software Replacement/Upgrade Research Project Project Manager Scope of Needs
The City of Richmond Department of Public Utilities (DPU) is researching the feasibility of replacing or upgrading its current Customer Relationship Management System (CRM) platform to enhance and support the daily operations of the utility department. DPU is seeking an experienced project manager to guide the Department in the development of its needs assessment and business processes for a replacement program or upgrade option as well as help to identify current CRM technologies. The development of the needs assessment and business processes will take input from all divisions in DPU and the Department of Information Technology (DIT) as well as all users of the current CRM to determine what enhancements, features, functions and capabilities of a new system are needed to deliver: Increased operational efficiency, customer satisfaction and benefits to the Utility and customers as well as a reduction in costs (TCO). Functions of the needs assessment research project will include:
-Meter-to Cash Flow Process
oMetering
oBilling
oAccount receivable/payments
oRevenue Recovery
-Cloud Based Solution
-Smart Meters
-Customer Service/Relationship Management
oCustomer Self-Service
?Payments
?Real Time Account Information
?LiveChat
-Service Order/Work Order Management
oOrder generation\\issuance
oTracking
oScheduling
oInventory management
-Reporting
oData analysis
oMetrics
oDashboards
-Application Integration
oESRI GIS
oTrimble Cityworks
oHitachi Energy ABB Service Suite
oMainsaver
The information gathered through the needs assessment (research project) will be used to develop a comprehensive list of requirements and business processes that will guide the Department in the preparation of a solicitation for a new customer relationship system or if upgrades to the current system are appropriate. The research project will also investigate to determine if the CRM solution will best be served as a specific platform for DPU or if a broader City wide solution is the better approach to manage customer service.
Additional projects will be initiated to implement the selected platform and make any required customizations and integrations. Required/Desired Skills Skill Required /Desired Amount of Experince Required years of Experience Consultant Last Used Progressively responsible PM experience Required 10 Successfully managed detailed, comprehensive projects Required 5 Utility related work experience Required 5 Experience in leading diverse teams with multiple functions and responsibilities Required 5 Experience with implementation of Utility Customer Information System and Customer Relationship Management Software, which includes Required 5 1. Utility account information Required 5 2. Billing meter-to-cash flow process Required 5 3. Work order/service order management Required 5 4. Payment processing Required 5 5. System Integration with other utility platforms (i.e. GIS) Required 5 6. Application Interface(s) Required 5 Experience with these supporting processes: Required 5 1. Business needs assessment development Required 5 2. Fit Gap Analysis Required 5 3. Work flow development Required 5 4. Correspondence/Communication(s) management Required 5 5. Document storage, retrieval, and version control Required 5 6. Telework Meetings Required 5 7. Business intelligence Required 5 Mastery of project management methodology and experience or familiarity with major, defined program management approaches (PMI, Agile, Six Sigma). Required 5 Significant knowledge of project planning/scheduling tools (for example, Microsoft Project), with a solid track record of practical application. Required 5 Exceptional verbal and written communication skills; expertise in setting and managing group expectations. Required 5 Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of stakeholder trust and confidence. Required 5 Ability to lead project team to match solutions to business requirements, including leadership in research on current and emerging utility IT options Required 5 Ability to work collaboratively with project stakeholders (DPU and DIT) Required 5 Effectively communicating project needs and deliverables clearly to stakeholders Required 5 Responsive to feedback, especially in seeking feedback continually from stakeholders and in refining needs assessment and business processes Required 5 Achieving project timelines and milestones Required 5 Support for decision-making: gather comprehensive information, catalog, and disseminate knowledge of use to the organization Required 5 Questions No. Question Answer Question1 Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment? Question2 Please list candidate's email address. Question3 This position is a hybrid role. Candidate must be able to work on-site at least 3 days per week. Question4 Please list the city/state where the candidate is located. If candidate is not local, please do not submit.
