# Hansen Chosen to Deliver AI‑Enabled SaaS CIS for Los Angeles County Waterworks Districts

- Link: https://www.thailand-business-news.com/pr-news/hansen-chosen-to-deliver-ai-enabled-saas-cis-for-los-angeles-county-waterworks-districts
- Published: 2026-05-05T19:08:00+07:00
- Author: PR Newswire

_A central goal of the program is an AI__‑__first customer service strategy, with
Hansen’s AI Virtual Agent embedded directly into CIS workflows to automate high__‑
__volume customer interactions._

COLUMBIA, South Carolina, May 5, 2026 /PRNewswire/ — Hansen Technologies (ASX:HSN),
a leading global provider of software and services to the energy & utilities and
communications & media industries, is partnering with Los Angeles County Waterworks
Districts (Districts) to deliver a digital-first customer experience.

Hansen is replacing the Districts’ legacy CIS with a modern, cloud‑based SaaS platform
designed for digital‑first customer engagement and long‑term AI adoption. Approved
by the Los Angeles County Board of Supervisors in March 2026, the agreement supports
all County Waterworks Districts where customers increasingly expect to access account
information, make payments, and resolve service requests seamlessly through both
web and phone channels. The initiative directly addresses operational strain from
aging systems, rising service demand, and limited self‑service capabilities.

Hansen will deliver an integrated SaaS solution combining Hansen CIS, a user‑friendly
web and mobile customer portal with payment processing, and an AI‑driven Virtual
Agent serving as the primary Automatic Call Distribution (ACD) interface. This architecture
enables customers to complete high‑volume transactions such as billing inquiries,
payments, move‑in/move‑out, and service requests through a single digital experience,
whether online or by phone. Unlike traditional CIS replacements that treat AI and
digital channels as add‑ons, Hansen embeds AI directly into CIS workflows, aligning
with the Districts’ strategy to make AI a foundational part of its customer service
and operating model.

Hansen’s complete, integrated solution leverages its strong partner ecosystem to
enhance delivery excellence across project quality assurance, organizational change
management, digital customer experience, and data conversion.

The outcome is a scalable, future‑ready utility platform that improves customer 
access, reduces cost‑to‑serve, and positions the Districts for continued innovation.

"Providing reliable and accessible customer service is a key priority for Los Angeles
County Waterworks Districts," **said Carolina T Hernandez, General Manager of the
Districts.** "We are focused on implementing systems that streamline functions such
as billing, payments, and customer self-service, while also supporting our ability
to respond to customer needs efficiently. Incorporating advanced tools, including
AI-enabled features, is part of our broader effort to enhance service delivery and
adapt to evolving customer expectations."

**Bobby Slaton, EVP Energy & Utilities Americas comments:** "By adopting Hansen’s
SaaS CIS with integrated digital payments and AI‑powered service automation, the
Districts gain faster resolution times, higher self‑service adoption, and a consistent
customer experience across channels. This investment lays a strong foundation for
the Districts to easily introduce new advances to customers and continue to improve
operational performance and efficiency."

For further information about Hansen, please visit [www.hansencx.com](http://www.hansencx.com/).

**About Hansen**
Hansen Technologies (ASX: HSN) is a leading global provider of 
software and services to the energy & utilities and communications & media industries.
With its award-winning software portfolio, Hansen serves organizations with customers
located in over 80 countries, helping them to create, sell, and deliver new products
and services, manage and analyze customer data, and control critical revenue management
and customer support processes.

For more information, visit [www.hansencx.com](http://www.hansencx.com/) 

**About Los Angeles County WaterworksThe Los Angeles County Waterworks Districts(
LACWD), administered by Los Angeles County Public Works, provide drinking water 
to approximately 70,000 accounts, serving over 260,000 people across Los Angeles
County. The Districts are committed to providing reliable, high-quality water and
responsive customer care in a safe, cost-effective, sustainable, and environmentally
responsible manner.

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