Raleigh Water Employee March 2026 newsletter 1

CC&B Advances Digital Transformation Cloud Migration and Raleigh Water Self - Service Launch

Despite early challenges, customer adoption has been strong and continues to trend upward. Online registration has grown rapidly and now exceeds 104,000 successfully registered users , representing nearly half of Raleigh Water ’ s customer base. Autopay enrollment has reached more than 47,000 customers in a short period of time. This data demonstrates the ePortal ’ s effectiveness and reliability as well as the growing customer trust and engagement with the platform. These accomplishments were made possible by the extraordinary dedication and collaboration of many teams and individuals. A very special thank you to our Technology leader, Nikki Evans for leading this effort and for her many long days, nights, and weekends to ensure a successful launch, and to her amazing team - Kristi Woolard, Donna Taylor, Brandon Vann, and Hector Perez —for their commitment and hard work. We also extend our sincere gratitude to the Testing Team , led by Angela Hodges , with team members Lesa Carr, Lincoln Coe, Linda Gibson, Carleton Bullock, Billy Yoonsung, and Cesar Martinez , for their diligence and attention to quality throughout the project. We would also like to recognize Susan Decker for her continued support and leadership, and Susan Burch for ensuring our many processes and SOPs were updated, and for each of them assisting in multiple areas across the project. Special thanks to our Project Manager, Charisse Green for keeping the team, vendors, and pro ject on track and moving forward. The CC&B Training Team , LeeToya Washington and Jessica Jones , also played a critical role by updating training materials, conducting many hours of staff training, and leading a roadshow to educate our other City divisions and partners. Following go - live, our dynamic Customer Care Team, led by Allen Ganther, TJ Thentress, Talena Jeffreys, Hiran Gonzalez, and Jamilia Battle stepped in to manage a significant increase of daily customer calls and emails, handling more than 2,000 customer interactions per day .

We are fortunate to have such a dedicated and resilient team whose extraordinary efforts ensure our customers receive top - notch experience every day, and our technology is user - friendly and secure!

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