Cincinnati Water Works Targets Service Performance Improvements

Utility licenses service delivery solution from Indus to beef up maintenance management and field service efficiency

Utility licenses service delivery solution from Indus to beef up maintenance management and field service efficiency

Atlanta  May 19, 2006  Municipal utility Greater Cincinnati Water Works (GCWW) has licensed a service delivery management solution from Indus International to help the utility deliver significant performance improvements and further its vision of being the standard of excellence in the water utility industry.

GCWW serves more than 1 million customers in the Greater Cincinnati area. The utility provides about 136 million gallons of water a day through 3,000 miles of water mains.

David Rager, a director at GCWW, said that while developing its strategic IT and business plans for the next seven years, the utility recognized the importance of effective maintenance management, accurate and timely customer information and efficient field service applications in achieving its goals.

"We chose to work with Indus because they are providing a seamless solution that supports all of these needs," Rager said. "In addition, Indus' expertise and knowledge in the water and sewer utility industry made us confident that they could tailor the solution to meet our specific requirements."

According to Indus, the integrated solution will enable the utility to provide critical information to customer service reps (CSRs) and streamline the flow of tasks and information from CSRs to other sections and divisions, enabling greater utilization of field resources and improving field service workload management.

The integrated system will even enable GCWW customers to set service appointments based on the best fit for their schedule, helping to further improve customer satisfaction, according to Indus.

Indus said its service delivery management (SDM) solution will provide additional benefits, including the ability to better track customer contacts regardless of the medium chosen by the customer (e.g., phone, email, Internet, office visit, etc.). As a result, future interactions with the customer can be more efficient, and issues can be resolved in a timelier manner, according to the solution provider.

Furthermore, the solution will facilitate GCWW's continued marketing of billing and call center services to other utilities in the area, providing the potential for additional revenue opportunities, Indus said.

GCWW also is planning to implement a departmental field mobile computing strategy, empowering field service technicians with electronic access to schedules and work orders via mobile devices in the field. The utility believes that the mobile capabilities of the SDM solution look to be a good fit for the GCWW strategy.

Additional Articles of Interest

 Stryker Instruments achieved success in inventory optimization by taking a no-frills approach and relying on collaborative supplier relations. Read more in "Keeping Supply Chain Transformation Simple," the Best Practices case study in the April/May 2006 issue of Supply & Demand Chain Executive.

 For more information on solutions for the service and support chain, see the articles "In the Field and All Grown Up," the Net Best Thing column in the June/July 2002 issue of iSource Business (now Supply & Demand Chain Executive), and "Time to Prove It," the Net Best Thing column in the April/May 2003 issue of the magazine.