LEVERAGING CUSTOMER COMPLAINTS TO COST-EFFECTIVELY IMPROVE COLLECTION INFRASTRUCTURE

In 2002 the City of Corpus Christi began implementing a computerized work and asset management system (WAMS) throughout the City's utility and public works departments, one department at a time. The City's wastewater collection operations went live with this system during 2003.Because wastewater collection system assets are distributed geographically throughout the entire City, for Collection system management one of the most useful features of the WAMS is the interface with the City's Geographical Information System. We are able to spatially analyze citizen complaints for service and problem areas of the infrastructure. Computerized work orders are generated for all citizen complaints for service and all work performed, with standardized drop-down codes. Initial focus was placed on ensuring collection system crews had computerized work orders for all work, accurate recording of time spent on each job, and coding of where the work was performed. This system is evolving into a tool to analyze inflow and infiltration, identify and prioritize areas of collection system for capital improvements, develop concrete strategies to improve customer service, and assist with our pre-treatment initiatives.This paper provides some key considerations when building a Computerized Work and Asset Management System and demonstrates some tangible results of using data to improve collection systems and the associated levels of service provided to customers of the system. The focus is on using citizen complaint information to help guide system improvements. By thoughtfully designing and using a work and asset management system, a wealth of data is available for analysis and developing infrastructure improvement strategies.