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Kaihen’s client Regional Municipality of Durham wins award for Best CIS Implementation

Toronto (April 24, 2020) – Kaihen is proud to announce that our client, the Regional Municipality of Durham (Region of Durham), was recently recognized by CS Week for the Best Customer Information System (CIS) Implementation (Mid-Size). The award salutes major implementations of customer information systems based on budget and schedule adherence, operational efficiency after go-live, innovative solutions and improved service levels.

In October 2019 the Region of Durham replaced its 30+ year old legacy Water Billing application with a state-of-the-art Oracle Customer Care & Billing (CC&B) system to better serve its customers. The CC&B system is operating in Oracle’s Platform-as-a-Service Cloud environment. A new Customer Self-Service Portal, called MyDurhamWater was also rolled out, enabling customers to view and maintain their customer information, consumption, billing and payment information securely online. The portal is from KUBRA who also provides the printing of the customer bills and generates letters/bill inserts.

Black and Veatch was the System Integrator who performed the 22-month implementation of the CIS solution, followed by post go-live support.

Kaihen was engaged directly by the Region of Durham for client-side services to first assist the Region with the evaluation and selection of the product and system integrator and continuing through the implementation project. Kaihen’s CC&B knowledge was instrumental in advising the Region on its approach to configuring and deploying the system. Kaihen led the data conversion on the Region’s side, resulting in a very smooth go-live migration. Kaihen also led the Change Management resulting in effective communication, especially to the customers, and in readying the business for adopting the new system and processes.

“The Region of Durham is incredibly proud and honoured to receive the award for the Best CIS Implementation from CS Week. We knew that replacing a 30-year-old legacy Water Billing application with a modern cloud-based CIS solution was going to be a significant challenge. Guided by an excellent management team leading the project, hardworking staff, and an outstanding group of partners helped us achieve this success.  With Black & Veatch as a trusted and seasoned Oracle CC&B system integrator, along with Kaihen as a valued independent advisor, we had all of the necessary ingredients to deliver an extremely successful project, enhancing our customer service delivery that will be adaptable for many years to come.”— Nancy Taylor, Commissioner of Finance/Treasurer, Region of Durham

Kaihen congratulates the Region of Durham on this significant achievement!

About Region of Durham

The Region of Durham, is a regional municipality in Southern Ontario, Canada. Located east of Toronto the Region of Durham, provides billing and customer care for water and sanitary sewer services to over 650,000 residents and 178,000 accounts (Residential and Industrial / Commercial / Institutional customers), resulting in revenue of over 150 million dollars (USD). The Region spans 8 local municipalities (Ajax, Brock, Clarington, Oshawa, Pickering, Scugog, Uxbridge and Whitby .

About CS Week

CS Week is the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world. CS Week provides learning and networking opportunities in support of the utility customer experience lifecycle: Analytics, Billing & Payments, Contact Center, Credit & Collections, Digital Customer Engagement, Field Services, and Strategies & Management.

About Kaihen

Kaihen Inc. (Kaihen) is a Canadian consulting firm based in Toronto, Ontario that helps electric, water & gas utilities, home services companies, energy retailers and municipalities prepare for the kinds of fundamental business changes that improve operations and customer service.  Kaihen applies its unique business readiness approach to five business categories that align to the functions of our clients’ businesses. They are: Customer Operations, Smart Metering, Outage Management, Utility Data & Analytics, and Asset & Work Management. For more information, visit


Pat Leahey, Director of Business Development


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For media inquiries please contact Pat Leahey at or 416-710-4551