Kerry G. Shelby, CPA Deputy Executive Director Colleen S ... Shelby.pdf · March 22 –25, 2009...
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Kerry G. Shelby, CPA Deputy Executive Director Colleen S. Tagle Director of Customer Service and Public Information Florida Keys Aqueduct Authority Florida, USA
Transcript of Kerry G. Shelby, CPA Deputy Executive Director Colleen S ... Shelby.pdf · March 22 –25, 2009...
Kerry G. Shelby, CPADeputy Executive Director
Colleen S. TagleDirector of Customer Service and Public
Information
Florida Keys Aqueduct AuthorityFlorida, USA
March 22 – 25, 2009 Miami, FL, USA
Streamlining AMR for Improved Customer Service
and Future Applications
The Florida Keys Aqueduct Authority
Experience
March 22 – 25, 2009 Miami, FL, USA
History• US Navy built original
water system during World War II
The System
• Sole provider of potable water in Florida Keys• 130 mile high pressure transmission line from
mainland to Key West over 42 bridges• 45,000 customers• 80,000 permanent
population• 2.5 million tourists• 260 employees
The Challenges
• Triplicate Services• Windshield time• Remote enclaves• Aging workforce• Billing service
provider to other utilities
March 22 – 25, 2009 Miami, FL, USA
The Big Picture
• New leadership crafts Strategic Plan• Reorganization Plan• IT Master Plan
• ERP
• Remote operations• Hurricane and security
issues• AMR
March 22 – 25, 2009 Miami, FL, USA
The AMR Business Case
• Selling the Board• Improved customer service, including self
service options• Staff reduction and
redeployment• Demand management
� Permit compliance� Unaccounted for water
March 22 – 25, 2009 Miami, FL, USA
The Approach
• Initially handled as IT initiative• Phased mobile system • Turn key project• Evolution to in-house team
March 22 – 25, 2009 Miami, FL, USA
The Change
• Culture issues• Employee resistance• Departmental impacts• Creating the in-house
team
March 22 – 25, 2009 Miami, FL, USA
The Benefits
• Tangible
• Intangible
• Unintended
March 22 – 25, 2009 Miami, FL, USA
Lessons Learned
• Bring everyone to table• Know your existing system• Identify and implement systemic changes
in advance• Never underestimate required training• Data collection and transmission is key• Re-evaluate and modify approach as
needed
March 22 – 25, 2009 Miami, FL, USA
Questions and Comments
Kerry G. Shelby, CPADeputy Executive DirectorFlorida Keys Aqueduct [email protected]
Colleen S. TagleDirector of Customer Service and Public InformationFlorida Keys Aqueduct [email protected]
