Re-Engineering Processes at Washington Suburban Sanitary Commission (WSSC) to Increase Operational Efficiency and Improve Customer Service

摘要

This paper will discuss how a large water and sewer utility revamped its technology and re-engineered their internal business processes. The utility implemented new technology, completely transformed how it conducted its permitting functions, and captured knowledge in recognition of an aging workforce. The main issue at the utility was long times for review of submittals associated with permits needed for water and sewer extension projects combined with the existing processes which result in multiple reviewers and multiple hand-offs. This paper will discuss the technology upgrades, modifications to business processes, knowledge capture, and the communication efforts needed to accomplish decreasing the time it takes to issue final permits. The paper will enlighten the audience to challenges faced in implementing such change.