Case Study: Tucson Electric Power achieves greater business agility and reduced total cost of ownership with Oracle Utilities Customer Care and Billing (Oracle)

Tucson Electric Power Improves Business Agility While Reducing Total Cost of Ownership with Robust Customer Information System

Tucson Electric Power (TEP) is the primary energy provider for the Tucson, Arizona area, serving more than 414,000 customers. Facing manually intensive billing and meter-data processes, limited visibility for reporting and decision making, and the need to modernize for security and regulatory compliance, TEP chose to upgrade to Oracle Utilities Customer Care and Billing 2.4 to improve operational efficiency and customer service.

Working with Cognizant and Origin Consulting, TEP implemented Oracle’s solution and related integration tools to automate and standardize billing and service processes, enhance the CSR user experience, and secure sensitive customer data. The upgrade cut night-batch time by ~20 minutes, reduced batch aborts by 25% and TPW errors by 30%, produced 800,000 billing records and 50,000 bills with zero differences at go-live, eliminated redundant reports, and freed IT to focus on higher-value work—delivering faster service, better analytics, and stronger compliance.

Tucson Electric Power

Wendy Greess

IT Customer Applications and Operations Manager