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Risk Based Approach to Selecting and Implementing an Integrated Customer Information and Asset Maintenance Management System
Author: Scott Bash and Ryan Fernandes
Date: 10/08
Preprint, WEFTEC '08, Chicago, IL, October 18-22, 2008

In an effort to improve the level of service provided to the citizens of Fulton County and increase operational efficiency while minimizing costs, Fulton County determined it necessary to review and revise the Water & Sewer’s customer information system (CIS), billing system and work management system currently in use for managing customer data and managing water and sewer infrastructure assets. Fulton County goal was to implement an automated work order system with a computerized maintenance management system (CMMS), and to procure and implement a customer information system, while minimizing the risk of implementing such a system. A review and revision of the critical business systems was done and included involvement from five county departments; the Public Works Department, the Finance Department, IT Department, Purchasing Department and the Department of Environment and Community Development. These Fulton County Public Works Departments provide water service to approximately 70,000 customers and provides wastewater collection for approximately 100,000 customers. Other water and wastewater utilities like Fulton County have implemented software with similar goals, but with less than desired results and have implemented systems that were not accepted by the users. Fulton County developed their project plan and approach based on the successes other industries and learning from the mistakes of many within their own industry. This paper provides the framework and approach to successful implementations of mission critical business information systems using a risk–based approach.