AWWA ACE65449

This powerpoint presentation begins by providing background information on Saint Paul Regional Water Services (SPRWS) and how it wanted a comprehensive approach to 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 to keep the current RPZ program (reduced pressure zone back-flow prevention devices) or move that to a CIS; and, consolidate customer contacts to the call center and aim 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 leading practices from AwwaRF CIS project, titled "Effective Practices to Select, Acquire, and Implement a Utility CIS". Key accomplishments to date are listed.