AWWA JTMGT61340

A mid-sized city improved customer service and operating efficiency by implementing a city-wide,web-based system linking its geographic information system with its work managementand customer information systems. This system allows call takers throughout the city to answercommon questions, request new work orders, and report the status of existing work orders.The City's call center is a one-stop shop for customer inquiries, work order status reports, andnew work requests for all departments. Call center representatives are using the integratedsystem site to track customer contact histories, report the status of ongoing work, and creatework requests for the departments. They also have answers to frequently asked questions at theirfingertips on the Intranet site contact management screen. Employees track their on-the-jobtraining at the same time they record their labor hours on work orders.This presentation explains the business process and organizational changes necessary tomaximize the benefits of the technology. It also provides a perspective on the developmentprocess, including the reconciliation of incompatible data sets and other technical challenges.The presentation concludes with a discussion of the steps that any city can take to beginintegrating its customer, asset, and work management functions. Includes figures.

Product Details

Edition:

Vol. - No.

Published:

02/01/2005

Number of Pages:

11

File Size:

1 file , 2.7 MB