AWWA JTMGT64461

This paper discusses the options of upgrading an existing Customer Information System (CIS) or implementing a completely new system. It builds on the experiences and recommendations of the recent Awwa Research Foundation project (Project #3007 - Effective Practices to Select, Acquire, and Implement a CIS) that provided a roadmap for utilities that have decided to proceed with a new CIS project. The key is preparation. This paper focuses on the key steps required to make the best possible decision that include: Identify Problem and Opportunity - What is a new CIS supposed to do for the utility? What are the requirements, goals, constraints, and opportunities?; Needs Assessment - What do key stakeholders want? What have other utilities done? Can we develop a sound business case?; Risk Mitigation - Every CIS project involves risk but the utility can take advantage of industry leading practices to mitigate risk and enhance the probability of success; Implementation - Planning for go-live, training, and operating procedures; Continuous Improvement - Complete enhancements, integration. Regardless of which direction your utility chooses to go, the key to a successful CIS implementation is good planning. Using real-world examples, this paper explores the basics of good CIS planning that will enable you to directly address the key issues and enhance your chances of a successful implementation. Includes figures.