AWWA CSC95031

The Kitchener Utilities Management Group's primary business process re-engineering objectives were to reduce costs of operation and improve customer service. Work processes should be focused on cost tracking and infrastructure performance assessment. Given the close interrelationships between the engineering and operational business processes and the large volumes of shared spatial and textural information that is required to support them, the decision was made to move towards a multi-user information technology that would support an integrated, seamless working environment for the Kitchener Utilities organization. It had to have the ability to address both activity related business processes (Customer Complaint Management, Work Order Management) as well as structure related business processes (mainbreak analysis, hydraulic performance analysis). The project to develop the new business processes and to implement an information technology to support these processes was named the Integrated Infrastructure Management System (IIMS). This paper presents a brief summary of the operational and engineering requirements upon which the IIMS was designed and implemented.