Secrets to a successful CIS implementation

摘要

Implementing a customer information system is a risky but necessary venture; taking certain steps can increase the likelihood of success. Replacing or upgrading a 15-year-old customer information system (CIS) can be a harrowing experience for any utility manager. When things go wrong during such a project, the resulting consequences can overwhelm any utility—billing falls behind schedule, rates cannot be calculated correctly, and staff quickly lose confidence in the system's ability to produce anything that resembles valid customer and financial data. Lost revenue, diminished bond ratings, public embarrassment, customer dissatisfaction, and damaging media coverage can follow. More than one utility manager has lost his or her job in such circumstances. To examine what determines a successful CIS implementation, the AWWA Research Foundation (AwwaRF) conducted an in-depth research project that explored how to effectively select, acquire, and implement a CIS (Figure 1). Led by EMA Inc., the project was sponsored by the Cleveland (Ohio) Division of Water and cosponsored by the Honolulu (Hawaii) Board of Water Supply. Ten other utilities participated in the research. More than 350 North American utilities were surveyed in search of best practices.