CIS/OV is a customer information and billing system for gas, water, and electric utility companies.

The North Pacific team supported the successful implementation of CIS/OV at the Snohomish Public Utility District in Everett, WA., the 13th-largest public utility in the U.S.

As part of the project, our team performed the following services:

Training

• Designed conversion curriculum
• Conducted task and learner analyses for major employee groups
• Developed classroom training materials
• Trained and supported internal trainers and ‘superusers’
• Managed training delivery systems
• Provided training delivery for specific audiences

Documentation

• Developed task-based job aids for major user groups
• Designed and developed a complete CSR Job Manual
• Assisted in development of policies and procedures
• Developed on-line help systems
• Trained business unit staff to update and maintain documentation

Change Management

• Facilitated definition of new business processes
• Facilitated job task/work flow analysis and planning
• Created plan for post-implementation support systems
• Developed strategies for user acceptance and adoption

New Hire Training and Certification

• Designed program plan for CSR training
• Developed coaching-based training materials
• Trained internal coaches