YVW uses its Billing System and BI reports to manage its collections functions. The systems we have in place today have limited functionality when it comes to understanding customer behaviour patterns and analysing the data in regard to outstanding debt. We want to embark on a journey to create the capability for the collection's teams to:

• understand customer patterns, including but not limited to payment patterns and deviations for prompt intervention and receiving and reacting to billing and debt collection messages.
• increase customer satisfaction and engagement when receiving communication relating to outstanding bills.
• use observed customer engagement behaviours to tailor different debt and payment assistance journeys for various groups of customers who have outstanding accounts.
• easily be able to identify and represent the data for customers that fall into these processes making it easier to manage these processes and ultimately reduce the overall amount of outstanding debt that is owed to YVW.
• scalable to accommodate future growth and evolving requirements.

This initiative aims at building upon the achievements of the Customized Collections Project and the strategic efforts carried out by the Customer Experience and Collections teams and furthermore to enhance our understanding of valuable customer insights and the framework for customer journeys.