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AWWA ACE65449
- Human Systems Approach Yields Consensus in Crucial CIS Selection Process at Saint Paul Regional Water Services
- Conference Proceeding by American Water Works Association, 06/01/2007
- Publisher: AWWA
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This powerpoint presentation begins by providing background information on Saint Paul Regional Water Services (SPRWS) and how it wanted a comprehensive approachto the "Meter to Cash" business process. Issues concerning a new Customer Information System (CIS) caused indecision, along with other issues that included: plumbing permits;applications for new services;handling service orders; whether tokeep the current RPZ program (reducedpressure zone back-flow prevention devices) or movethat to a CIS; and,consolidate customer contacts to the call center andaim at 1st contact resolution. The solution involved a 4-phase approach: Phase 1 defines future direction; Phase 2 acquires foundation solution; Phase 3 implements the solution; and, Phase 4 enhances skills and tools. The project approach reflects leadingpractices from AwwaRF CIS project, titled "Effective Practices to Select, Acquire, and Implement a Utility CIS". Key accomplishments to date are listed.
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