AWWA CSC59674
Technology for Our Customer: Moving Toward the Future
Conference Proceeding by American Water Works Association , 04/07/2004
Smith, Jane; Arn, Tom
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Full Description
This paper describes a multi-year program by the City of Phoenix Water Services Department Customer Services Division that focuses on investment in several information technology (IT) initiatives to improve overall customer service and accommodate customer growth. The initiatives of the program discussed in this paper include: upgrading the Water Customer Information System using a new Customer Relationship
Management System;
implementing an On-line Payments System;
implementing an Automated Field Work Order System;
implementing an Automated Meter Reading System;
upgrading and enhancing the Call Monitoring System;
implementing an Automated Delinquency Account Processing System;
implementing an Electronic Document Management System; and,
implementing a Computer-Telephony Integration project. Includes figures.
