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Customer Snapshot: Overview

>223,000 natural gas, and 207,000 water customers

When you’re tasked with delivering safe drinking water and natural gas to 1/3 of the state of Nebraska, safety and efficiency are naturally going to be your top priorities.

Metropolitan Utilities District (M.U.D.)

US$423 million

Number of Employees


Omaha, Nebraska

Customer Website

Line of Business
Human Resources

SAP Solutions
SAP SuccessFactors Compensation, SAP SuccessFactors Performance & Goals, SAP SuccessFactors Recruiting

Metropolitan Utilities District (M.U.D.) has a 102-year history of supplying Nebraska residents with natural resources, but they decided it was time to upgrade their processes and eliminate the paper trail that led to a waste of time, resources and money.

Customer Snapshot: History

102 Years of Service

Customer Snapshot: Business Model

Connectivity Fuels a Growing Community

Metropolitan Utilities District (M.U.D.) is the only metropolitan utility district in the State of Nebraska. They are a customer-owned public utility Their mission is to provide safe, reliable, and cost-effective natural gas and water services to our community.

As the fifth largest public gas utility in the United States, they provide a product and service at rates that are lower than area investor-owned utilities and among the lowest in the Midwest. They serve natural gas to 223,080 customers in Omaha, Bennington, Fort Calhoun, Springfield, Yutan and 85 percent of Bellevue.

They also provide safe drinking water to 207,026 customers in Omaha, Bellevue, Bennington, Carter Lake, La Vista, Ralston, Waterloo and the Papio-Missouri Natural Resources District (which supplies water to Fort Calhoun). M.U.D. water meets all state and federal standards for safe drinking water.
Besides providing natural gas and water to customers in the metro area, they also provide a cost-saving service to municipalities by collecting sewer use and trash fees.

Customer Snapshot: Success Strategy

An Organic Process to Deliver Natural Resources

For M.U.D., one of the keys to thinking ahead is keeping up to date with technologies like mobility, cloud computing, and a fully integrated platform of information services.

M.U.D.’s revamped customer-service strategy is a perfect example of the changes taking place at the utility. Improvements to M.U.D.’s call center and an upcoming self-service Web portal, for example, will enable customers with highly personalized, interactive services that allow them to complete transactions, report outages or issues, and get answers to their questions.

We have been transforming our utility from a relatively manual and paper-based business operation to a more digital environment. At the end of the day, this means greater benefits for our customers – from simplifying billing and lowering costs to alleviating human oversight and error. — Raied Stanley, Vice President, M.U.D.

The Challenge

When Paper Drags You Down, Send it to the Cloud

12,000 hours is a lot of time to spend recruiting and selecting the right applicants for specific jobs. For qualified HR specialists, that’s a lot of time – and paper – wasted.

After 100 years of building, serving, hiring, and supplying customers the old-fashioned way, it was time to catch up to modern technology and change with the times. M.U.D.’s goal: simplifying operations with better scalability, keeping better track of employee performance, providing customers with superlative service and eliminating messy paperwork.

Enter SAP

Trailblazing Thanks to The Pioneer Spirit

While utilities across the nation are still pushing paper, wasting precious natural resources, spending valuable time on data entry, and playing catch-up with field employees, M.U.D. is looking to the future. M.U.D. recognized it was time to move ahead with an out-of-the-box cloud-based solution that they could integrate and hit the ground running.

Enter SAP: The SAP Experience

Cutting the Paper and Going Blue

Making the switch from paper-based forms to entirely cloud-based processes has made a huge impact on the company and the environment. That savings goes a long way for a utility focused on delivering clean water, providing natural gas solutions to homeowners and helping the environment. Today, everyone is trying to reduce their carbon footprint, and thanks to SAP, M.U.D. is doing even more for the planet than ever before.

Better Business

Advancing Technology into the New Millennium

With SAP SuccessFactors, M.U.D. now has a digital mobile environment that truly fits into their objectives: Driving down cost, operating more efficiently, improving workflow and reducing paper. Reducing cost operationally has allowed M.U.D. to move on to bigger and better initiatives. Cloud-based solutions from SuccessFactors, an SAP company, in areas such as recruitment, performance and goals, and compensation are playing a big role in helping M.U.D. hire and keep the right people.

Better Business: Benefits

From Clipboards to iPads: Cutting the Paper Trail

With new systems in place, the utility is now pre-screening applicants through automated processes, reducing a three-week labor-intensive process down to about 5 minutes, conducting performance appraisals, and staying in touch with service people to get real-time information and feedback. Since each field representative now has a connected iPad loaded with SAP software, paperwork has been eliminated and dispatchers get instant status updates, keeping everyone connected and on the same page.

With SAP, every area of employee management has improved and that means greater benefits for customers – from simplifying billing and lowering costs to alleviating human oversight and error.

Better Business: Run Simple

You Have to Keep Moving To Stay at The Center of Innovation

M.U.D. began its journey with SAP in 2007 with the integration of SAP ERP Core and they’ve never looked back. Fast-forward to 2009 when they went live with human capital management (HCM) software from SAP SuccessFactors, and then 2013 when they implemented CRM, and then on to SAP Fiori, M.U.D. has been moving ahead at the speed of technology.

With each implementation, SAP has helped M.U.D. Run Simple with streamlined processes, eliminating paper, conserving resources and helping M.U.D. connect better than ever with employees and customers.

Journey Ahead

A Rolling Stone Gathers No Moss

Now that M.U.D. has the momentum, they are moving full speed ahead with plans to integrate more SAP systems to keep M.U.D. tech-enabled for the next 100+ years. Their next step is launching Learning Management Systems, followed by Career Development Planning, and On Boarding to round out the suite of SAP products designed to help M.U.D and other businesses Run Simple.

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