Improving Knowledge Transfer by Implementing a Formalized Content Maintenance Program

Given the massive amounts of data required for the proper operation and management of POTWs, O&M content updates are crucial to ensure accurate information is accessible to staff prior to equipment failure and/or operational emergency situations. Efficient knowledge transfer and cross-training between disciplines is critical to succession planning, especially in today's environment with decreases in overall workforce and budgets. Moreover, as veteran employees retire, the proportion of novice employees typically rises. With the advent of electronic technology decades ago, the City of Phoenix invested in the implementation of electronic information management systems to contain the wide range of O&M content required for the proper operation and maintenance of its treatment facilities. To protect their investments in technology and content, the City contracted with TCR Group to develop a formalized Content Maintenance Program to implement procedures for content organization, standardization, and on-going maintenance, and protocols for communications, approvals, and quality control.