AWWA CSC59674

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.