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The Business Technology Support Division (BTS) functions as a "center of excellence" for Dallas Water Utility systems.

About Us

The Business Technology Support Division (BTS), a division of Dallas Water Utilities (DWU), provides ongoing business analysis and support, reporting, training delivery, contract monitoring and communications for City departments that use SAP, SIMS, Kubra DocWeb, DWU's Customer Portal, Point of Sale Cashiering, DWU's IVR, and Maximo. 

BTS is also part of the SAP Solution Center, which functions as a "center of excellence" for the City's SAP Application.   The SAP Solution Center consist of a team of DWU, Information & Technology Services (ITS) employees that work in conjunction with Deloitte Consulting, who provide managed and hosted infrastructure services.

Business Analysis & Support

The Business Analysis and Support team assists end-users, technical analysts and consultants that manage the analysis, design, configuration, testing and maintenance of systems to ensure optimal operational performance of SAP and ancillary systems utilized by the City of Dallas.

Data Management

Our Data Management professionals focus on report development and the integrity of the business and technical master data.  Their services cover business intelligence, ad hoc reporting, data analysis, mass updates, and configuration.

Training

The Learn, Teach, and Innovate (LTI) Training team are experts in training delivery, UPerform, a content development and delivery platform, and Adobe Captivate.  The team trains DWU customer service agents on Water Customer Service and provides on-demand training on SAP Basic Navigation, Business Intelligence, SAP functional modules, and business processes across 14 departments within DWU. The Training Team also maintains a self-help repository of over 1,300 role-based and transactional work instructions. In addition, the training team is responsible for SAP user access, security, license usage and compiling data for Open Record Requests. 

Communications

The Communications role is responsible for developing the SAP Solution Center communication strategy, delivering communications for new releases, content for the DWU website, advisories, upcoming change requests, incident management releases, maintaining the water bill insert calendar, and all other communication needs.

Contract Management

Contract Management monitors and maintains our vendor relationships for contracts associated with the SAP Solution Center.  They oversee contracts for terms and conditions, compliance, renewals, costs, budget impact and performance.

Departments that currently use SAP in the City of Dallas include:

• Dallas Water Utilities
• Aviation
• Code Compliance Services
• Strategic Customer Service (311)
• Dallas Fire-Rescue
• Economic Development
• Housing and Neighborhood Revitalization
  
• Sanitation
• Sustainable Development and Construction
• City Attorney's Office
• Office of Financial Services
• Dallas Police Department
• Information and Technology Services (ITS)
• Office of Environmental Quality and Sustainability
• City Controller's Office