Creating New Business Value Through Innovative Technology Solutions: A CASE STUDY IN BUSINESS TRANSFORMATION USING ADVANCED DATA ANALYTICS Mujib U. Lodhi, Chief Information Officer
A Case for Water No Matter the Means, Civilization Depends on Water!
A Case for Water 3 Source: IBM 25%
About WSSC 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.
Business Challenges Weak Service Delivery Lack of Trust and Confidence Stove-Piped Organization Lack of Resources Aging Infrastructure 5
Our Vision Under the direction of the Commissioners' Strategic Plan and guidance of the General Manager, we will:. 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. 6 8
Turning Vision into Reality: Technology To attain this vision we know we have to invest in a proven technology solution that: 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
Turning Vision into Reality: Process 1: Gartner s 8 8
Turning Vision into Reality: People TRUST 9
Turning Vision into Reality: People PARTNERSHIP & COLLABORATION PARTNERSHIP 25% 10
Our Technology Strategy Outside-In vs. Inside-Out IT Strategy 25% 11
Our Technology Strategy MISSION sustained by achieving BUSINESS OBJECTIVES fulfilled via OPERATION FUNCTIONS that are supported by IT SOLUTIONS governed by IT STRATEGY
Our Technology Strategy BUSINESS PORTFOLIO Business Services Business Opportunities Business Success Factors IT Contributions IT PORTFOLIO IT Principles IT Governance IT Matrix (Benefit Mgmt) IT Financial Mgmt IT GOVERNANCE IT INVESTMENTS IT ARCHITECTURE SECURITY ARCHITECTURE BUSINESS PROCESS IMPROVEMENT RISK MANAGEMENT BENEFIT MANAGEMENT IT SERVICE DELIVERY Service Catalog Support Model IT Architecture Sourcing/Cost Sharing 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.
Business Opportunities 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 3
IT Portfolio Customer Contact Center Mobile Apps Customer Information System Revenue Remittance System Fleet Management System Total Enterprise Asset Management System (TEAMS) Permitting Management System E-Plan Review CIP portfolio Management System Geographic information System Field Service Management System Route Optimization Revenue Remittance System Procurement Management System Master Data Management Performance Dashboard Commissioner eboardroom
Practice of Technology Innovation PRINCIPLE Must Contribute Customer Intimacy Operating Excellence
Practice of Technology Innovation Preventive Maintenance Develop analytics which can lower the cost of preventive maintenance. Customer Service Develop analytics which can improve the quality of service (uninterrupted, high quality water) for WSSC customers. Demand Management Understand water usage patterns to support pricing and demand management. Work Management Lower the operational cost of WSSC by effective crew scheduling and optimal rolling stock use.
Practice of Technology Innovation: Highlights of Analytics Results Work Management Predictive Maintenance Usage / Revenue Optimization Automated Scheduling Survival Analysis-PM Optimization Global Usage Analysis Multi-day /Multi Crew Constraints Failure Association Analysis Customer Segmentation 1800 1600 1400 1200 1000 800 600 400 200 0 1 66 131 196 261 326 391 456 521 586 651 716 781 846 911 976 1041 1106 1171 1600 1400 1200 1000 800 600 400 200 0 1 66 131 196 261 326 391 456 521 586 651 716 781 846 911 976 1041 1106 1171 Task Level / Dynamic Scheduling Failure Prediction Usage Anomaly 18
Benefit Realized: FOAK ADAM Project 1800 1600 1400 1200 1000 800 600 400 200 0 1 66 131 196 261 326 391 456 521 586 651 716 781 846 911 976 1041 1106 1171 1600 1400 1200 1000 800 600 400 200 Retail Revenue 2.8%+ Defective Meter Revenue Recapture $1MM/Yr+ 0 1 66 131 196 261 326 391 456 521 586 651 716 781 846 911 976 1041 1106 1171 27 Field Operations Productivity 25% Fuel Usage 20% 19
Practice of Technology Innovation: Highlight DC Water Wins Award for Advanced Analytics ADAM - DC WASA FOAK Selected as 2010 Computerworld Honors Program Laureate 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 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/e home/index.php?eventid=11545&t abid=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.
End State 21 21
End State Citizen eservices Workforce Automation Field Services Inspections & i 3 = a 3 Investigations SCADA Controls System Financial System/ HR/PR/OT L Customer Information Systems/Int eractive Voice Response Miss Utility Hydraulic Modeling Permit Management System Water Quality Monitoring 22 Asset Management/ Work Orders: TEAMS-GIS AMI EDM/Engineering Design (CAD) Energy Management
What Kind of IT Leadership Does It Take? Ensure fundamental IT functions (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 s Next? DC Water - A smart utility The next step Towards a Smarter City, on a Smarter Planet, by Making Our Assets Intelligent..