Creating New Business Value Through Innovative …...2012 TECH SUMMIT Creating New Business Value...
Transcript of Creating New Business Value Through Innovative …...2012 TECH SUMMIT Creating New Business Value...
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Creating New Business Value Through Innovative Technology Solutions:A CASE STUDY IN BUSINESS TRANSFORMATION USING ADVANCED DATA ANALYTICS
Mujib U. Lodhi, Chief Information Officer
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A Case for Water
No Matter the Means, Civilization Depends on Water!
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325%Source: IBM
A Case for Water
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• Serving nearly: • 1.8 million residents• Approximately 460,000 customer accounts • Over an area of nearly 1,000 square miles.
• Operate and maintain: • 2 water filtration plants, for an avg. 167 million gal/day drinking water• 6 wastewater treatment plants, plus a sharing agreement with DC Water• Over 5,500 miles of fresh water pipeline • Nearly 5,400 miles of sewer pipeline• 3 reservoirs with 27 billion gallons of holding capacity
• Currently employ approximately 1,500 people.
In WSSC’s 90+ year history, our drinking water has always met or exceeded federal standards.
• The 8th largest water and wastewater utility in the United States
• Serving nearly: • 1.8 million residents• Approximately 460,000 customer accounts • Over an area of nearly 1,000 square miles.
• Operate and maintain: • 2 water filtration plants, for an avg. 167 million gal/day drinking water• 6 wastewater treatment plants, plus a sharing agreement with DC Water• Over 5,500 miles of fresh water pipeline • Nearly 5,400 miles of sewer pipeline• 3 reservoirs with 27 billion gallons of holding capacity
• Currently employ approximately 1,500 people.
In WSSC’s 90+ year history, our drinking water has always met or exceeded federal standards.
About WSSC
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Business Challenges
• Weak Service Delivery• Lack of Trust and Confidence• Stove-Piped Organization• Lack of Resources• Aging Infrastructure
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• Rise to a position of absolute leadership among public utilities in the creative use and application of IT, and leverage this investment to dramatically improve the customer service and organizational performance.
• Serve as a Change Agent to support redefinition of business processes so as to more effectively serve our customers.
• Strive to create new business value through innovative IT solutions to build a Smart Utility.
Under the direction of the Commissioners' Strategic Plan and guidance of the General Manager, we will:.
Our Vision
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Turning Vision into Reality: Technology
• Capitalizes on investments in human capital & established business processes• Allows our personnel to maximize their potential, which will help us realize
higher efficiency and better customer service• Helps support the Enterprise in ensuring continuity of water and sewer services• Streamlines operational processes to improve system reliability and meet
regulatory compliance requirements• Integrates easily with existing and new products across the Enterprise• Not only meets our current needs, but those 5 to 10 years into the future• FIRE: Flexible, Intuitive, Robust and Ease-of-Use
To attain this vision we know we have to invest in a proven technology solution that:
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81: Gartner’s8
Turning Vision into Reality: Process
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TRUST
Turning Vision into Reality: People
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1025%
PARTNERSHIP
PARTNERSHIP & COLLABORATION
Turning Vision into Reality: People
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25%
Our Technology Strategy
Outside-In vs. Inside-Out IT Strategy
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Our Technology Strategy
sustained by achieving
fulfilled via
that are supported by
governed by
OPERATION FUNCTIONS
BUSINESS OBJECTIVES
MISSION
IT SOLUTIONS
IT STRATEGY
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Business ServicesBusiness OpportunitiesBusiness Success FactorsIT Contributions
IT PORTFOLIOIT Principles
IT Governance
IT Matrix (Benefit Mgmt)
IT Financial Mgmt
IT SERVICE DELIVERY
Service CatalogSupport ModelIT ArchitectureSourcing/Cost Sharing
IT GOVERNANCEIT INVESTMENTS
IT ARCHITECTURESECURITY ARCHITECTURE
BUSINESS PROCESS IMPROVEMENTRISK MANAGEMENT
BENEFIT MANAGEMENT
Project Steering Committee
“We will not implement technology for the sake of it, we will dramatically CHANGE the way we do our business in meeting our MISSION of better Serving our Customers and Protecting the Environment.”
Our Technology Strategy
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Opportunities: Continuously improve quality of customer service experience Customer service matched to expectations Fewer customer surprises (match expectations to product cost, quality & service levels) Clearly communicated product quality Standards Infrastructure investment protection Efficiency of operations Effectiveness and efficiency of maintenance practices CIP management More effective planning Consistency of performance Visible and timely performance monitoring Accountability Quality assurance and regulatory compliance
Business Opportunities
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Customer Contact CenterMobile AppsCustomer Information SystemRevenue Remittance System
Fleet Management SystemTotal Enterprise Asset Management System (TEAMS)Permitting Management SystemE-Plan ReviewCIP portfolio Management SystemGeographic information SystemField Service Management SystemRoute Optimization
Revenue Remittance SystemProcurement Management System
Master Data Management Performance DashboardCommissioner eBoardroom
IT Portfolio
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Must ContributePRINCIPLE
Customer IntimacyOperating Excellence
Practice of Technology Innovation
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Preventive Maintenance Demand Management
Develop analytics which can lower the cost of preventive maintenance.
Understand water usage patterns to support pricing and demand management.
Lower the operational cost of WSSC by effective crew scheduling and optimal rolling stock use.
Develop analytics which can improve the quality of service (uninterrupted, high quality water) for WSSC customers.
Customer Service Work Management
Practice of Technology Innovation
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Work Management Predictive Maintenance Usage / Revenue Optimization
Automated Scheduling
Multi-day /Multi Crew Constraints
Task Level / Dynamic Scheduling
Failure Association Analysis
Survival Analysis-PM Optimization Global Usage Analysis
Customer Segmentation
Usage AnomalyFailure Prediction
Practice of Technology Innovation:Highlights of Analytics Results
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Retail Revenue 2.8%+
Defective Meter Revenue Recapture
$1MM/Yr+
Field Operations Productivity
25%
Fuel Usage 20%
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Benefit Realized: FOAK ADAM Project
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– Established in 1988, the Computerworld Honors Program brings together the principals of the world's foremost information technology companies to recognize and document the achievements of men, women, organizations and institutions around the world whose visionary applications of information technology promote positive social, economic and educational change.
– http://events.computerworld.com/ehome/index.php?eventid=11545&tabid=12624&
– Title of the project is Platform for Spatio-Temporal Analytics.
– Selected as the top 5 IT projects in the world for Energy, Environment and Agriculture.
ADAM on Integration & Values Team (IVT7) selected project list. The project has been reviewed by IBM’s senior leadership team and is being tracked as part of IBM’s senior leadership effort on analytics scalability
Practice of Technology Innovation:Highlight – DC Water Wins Award for Advanced Analytics
ADAM - DC WASA FOAK Selected as 2010 Computerworld Honors Program Laureate
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End State
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End State Citizen eServices
Financial System/
HR/PR/OTL
Customer InformationSystems/Int
eractive Voice
Response
Miss Utility
Permit Management
System
Water Quality
Monitoring
Energy Management
EDM/Engineering Design (CAD)
AMITEAMS-GIS
Asset Management/Work Orders:
Hydraulic Modeling
Controls System
SCADA
Workforce Automation
Field ServicesInspections & Investigations
• i3= a 3• i3= a 3
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(NETWORK AVAILABILITY - OFFICE AND WORKGROUP TOOLS)
Gain the trust of your business partners
(BY DELIVERING ON WHAT THEY HAVE BEEN EXPECTING)
Look at your world OUTSIDE-IN(TAKE OFF YOUR IT HAT - CONCENTRATE ON BUSINESS OPPORTUNITIES)
Make the Leap into the world of the unexplored
(BEYOND CONVENTIONAL IT MANAGEMENT APPROACHES)
What Kind of IT Leadership Does It Take?
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Towards a Smarter City, on a Smarter Planet, by Making Our Assets Intelligent..
Towards a Smarter City, on a Smarter Planet, by Making Our Assets Intelligent..
DC Water - A smart utility…DC Water - A smart utility…
The next stepThe next step
What’s Next?