Abstract
This article discusses how the Phoenix Water Services Department Customer Services Division met its goal of leveraging technology without adding significant numbers of additional staff during a time of extraordinary growth. The Division met this challenge with a multiyear program that incorporates information technology (IT) and optimized work practices. The article discusses how this involved upgrading the water customer information system (WCIS) using a new customer relationship management (CRM) system; piloting an automatic meter reading (AMR) system; and, exploring opportunities for an automated field work‐order system. Also instituted was an electronic document management system (EDMS) that reduces paperwork storage and file management for legal and banking documents that have extended storage requirements.
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