IBM WebSphere Portal allows Austin Energy, a full-service municipal utility for Austin, Texas, to connect and collaborate with the Austin community through customer-facing portals. WebSphere Portal provides apartment managers 24x7 access to the utility service information for each of their units. Austin Energy uses WebSphere Portal to automate serveral business processes, provide quick customer service and provide transparency to the organization by acting as the energy management dashboard for the citizens of Austin.
KERRICA LAAKE: My name is Kerrica Laake. I manage the Web and Portal Services group for Austin Energy in Austin, Texas.
Austin Energy is a municipal utility for Austin, Texas. We are a full-service electric utility. We both generate and distribute power. We serve approximately 380,000 customers in the Austin, Texas area, and we're known for our renewable and green power programs.
At Austin Energy, we have a customer-facing Portal for our Multi-Family Partnership Program. We also are working on implementing an employee Portal, moving our current HTML-based website into the Portal environment.
The Multi-Family Partnership Program is a collaborative effort between Austin Energy and the apartment community. The application that supports the Multi-Family Partnership Program allows the owners and managers of apartment communities to have a brief look into the utility services of each unit within their complex.
For apartment managers, the Portal is important because it provides 24/7 access to that key information. Prior to having the Portal, those managers would have to wait for reports to be e-mailed or faxed to them. Now the information is there when they need it to be there.
For Austin Energy, the Portal is important because we were able to automate several business processes that had been tedious and time consuming in the past. It provides customer service without actually having to have a physical person create, batch, and send reports to the apartment community.
Austin Energy plans to use our Portal environment not only just to support or Multi-Family Partnership Program, but it's just the first of many Portals we plan to deploy for our customers. It's really going to become the energy management dashboard for the citizens of Austin.
I think that the use of the Portal allows transparency into our organization, and I also believe that many of the manual business processes that took up time and paper have been reduced by the use of the Portal environment.
At Austin Energy, Lotus knows how to bring together customer information and the end-user experience.
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