One of the goals of Tacoma City Water is to respond to all incidents of water quality problems within the same business day. To support this goal, the utility developed a trouble call management database that streamlined the paper and radio dispatching process and provided online help so customer service representatives and dispatchers can provide uniform responses and track response activities. The strategic water quality goal can now be automatically monitored using data from the system tables. The data are also now available to support decision making. With continuous monitoring by water quality technicians, no serious water quality call is likely to develop into a major disaster. This paper examines how the use of this application maintains the quality of drinking water.