TAURON has one of the largest billing systems in Europe
Two years of work, data of more than five million customers and just one IT system – TAURON Group has successfully completed the process of database migration into its new central billing system. It is one of the most technologically advanced software solutions implemented in the Polish market that will help improve the quality of services provided to the Group’s clients.
The key objective of the project was to centralize the mass customer billing systems utilized at TAURON Group. The implementation process involved migrating the data of 4.4 million customers along with their 3 year account history from the Group’s 12 distributed source systems into the central billing system called AUMS EDO. The system’s functionality covers all the customer service processes, including contracting, accounting, settlements, debt collection, reporting and interoperation with the e Customer Service Office. The project was conducted from August 2012 till May 2015.
“With nearly 5.4 million customer accounts, the database of TAURON Group is the largest one used in the Polish energy market; it exceeds 3.5 TB in size and supports the generation of 4.6 million invoices on a monthly basis. Handling such huge volumes of data requires the use of superior, world-class technology,” says Katarzyna Rozenfeld, Vice President for Commercial Operations at TAURON Polska Energia. “Implementation of the centralized billing system has been a consecutive strategic initiative undertaken by TAURON Group in order to develop its business to meet the constantly changing needs and expectations of our customers. This also provides basis for creating a durable competitive advantage, especially in the scope of customer service and product offering.”
“We managed to implement uniform documents, types of settlements and service processes for customers of all the migrated areas, and additionally provided our clients with a possibility to handle their individual matters at any of our Customer Service Points,” emphasizes Piotr Zawistowski, President of TAURON Obsługa Klienta (Customer Service), the company that was responsible for the project execution in the whole TAURON Group. “We are already seeing considerable benefits from the centralization of data, which has a significant impact on the comprehensiveness and quality of our customer services.”
Challenging task for the implementation team
The customer data have been migrated to the AUMS EDO system in five tranches, with the biggest one including 1.2 million customer accounts. For each tranche, the acceptable downtime of the production system, embracing the migration and start-up, was two days at the maximum.
“During the implementation of each tranche, we needed to add to the system several hundred new users scattered over a dozen locations, tens of printers, a large number of terminal endings and authorization profiles,” says Paweł Piwowar, Vice President of Asseco Poland. “This huge logistical operation was carried out under a great time pressure and required the full and complete commitment of both parties.”
Smooth migration process
The design work for the centralization of the billing system was commenced two years ago. The migration process was preceded by upgrading the target IT system with functionalities that were required by TAURON Group. The whole project was divided into five stages, three of which were carried out last year and the remaining two in the first half of 2015. Such a division allowed, among others, to minimize the risk of any disruptions to customer services. In addition, during the migration process, even at the system start-up, the prepaid sales of energy could not be interrupted. As a consequence it was necessary to create an intermediate database that was subsequently synchronized with the production database. Within the lapse of 48 hours, the production database needed to be supplemented with the details of 800 thousand customers on average. At the same time, all the system configuration and preparation tasks were performed in order to enable its proper operation after the established deadline.