What's the Secret to a Successful CIS Rettie, Melanie Edition: Vol. - No.
American Water Works Association / 01-Feb-2005 / 11 pages

This paper presents some key findings from a recent Awwa Research Foundation project on how toeffectively select, acquire, and implement a new Customer Information System. The project wassponsored by the City of Cleveland's Division of Water, co-sponsored by the Honolulu Board of WaterSupply, and 14 other water utilities actively participated in project workshops. The presentation includes highlights from an industry CIS survey of over 100 utilities, effective practices associated withsuccessful implementations, and a summary of case study findings. A framework for CIS enhancementor replacement projects is discussed. There is no secret to a successful CIS implementation. Rather,it is sound methodologies and good practices that are the key.This presentation is of interest to all utility managers considering whether to, or how to, go aboutreplacing or upgrading their current billing system so that it fully supports outstanding customer service. Includes figures.

Keywords: Utilities; Billing; Research; Surveys; Honolulu, Hawaii; Public Relations; Information Management

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