Fairfax Water complete successful go-live of online self-service portal with technology partner Avertra.

Posted Dec 11, 2020

Fairfax, VA (December 11th, 2020) - Fairfax County customers in Virginia are now able to enjoy a simple, enhanced online self-service portal launched by Fairfax Water and its technology partner Avertra.

Fairfax Water has embarked on a journey to implement MiCustomer, an omni-channel digital customer experience platform, with a 3-release deployment approach. The first release was delivered on November 2, 2020 and included integration with payment provider, bill presentment, service request and real-time integration with Fairfax CIS (SAP). The final two releases will include form digitalization, lien processing automation, start and stop service automation, enhanced analytics and migrating the MiCustomer platform from SAP ECC6.0 to S/4.

Avertra’s low code development platform enables rapid delivery– Avertra delivered Release One in three months, compared to a twelve-month delivery of the same scope for Fairfax Water’s legacy solution in 2015.

As the largest water utility company in Virginia, deploying a digital customer experience platform and digitizing back-end processes was a considerable undertaking for Fairfax Water, one that was done to enhance customer relationships, reduce operational costs and position the organization for the future.

The success of the program was immediately recognizable. Averaging 115 daily new customers signing up in the first weeks of launch, 900 daily online payment transactions and 100 daily signups for paperless billing, the new solution certainly saw a happy welcome.

Avertra brings more than a decade of experience to the industry, and is a vendor strongly dedicated to empowering their clients to take ownership of the solutions they offer. “It was an honor for Avertra to partner with Fairfax Water and help them work towards achieving their digital transformation goals. We are pleased to provide our digital customer experience platform to Fairfax Water in a SaaS model with zero implementation fees and no charges prior to the successful go-live. This ‘no up-front cost’ pricing model protects customer interests, with payment contingent upon the success of the program”, said Giancarlo Reyes, Chief Customer Officer at Avertra Corp.

About Fairfax Water

Charted in 1957 by the Virginia State Corporation Commission as a public, not-for-profit water utility, Fairfax Water is governed by a 10-member board composed of Fairfax County citizens who are appointed by the elected Fairfax County Board of Supervisors.

About Avertra

Avertra is a global information technology that provides an innovation layer to the traditional Enterprise Resource Planning (ERP) and Customer Information Systems (CIS) of utilities, while reducing implementation time and cost for organizations.  Our partnership with utilities continues to grow which helps on delivering the utility digital transformation of the future.


Giancarlo Reyes

Avertra Corp

Chief Customer Officer 

E: [email protected]

P: 703.400.7591