Strategic Planning and Leadership Advances Effective Utility Management Using Integrated Information Technology

Water and wastewater utilities face common challenges: rising costs, aging infrastructure, regulatory pressure, population shifts, and a changing workforce. This paper discusses the strategic imperative, forces of change and information technology (IT) leadership undertaken by Boston Water and Sewer Commission (BWSC) in making long-term IT investments to support organizational goals related to infrastructure expansion and maintenance, customer service, and controlling non-revenue water. The case study focuses on the capstone IT project, “Consolidated GIS Viewer,” which integrates their line-of-business (LOB) information systems to realize the strategic vision of real-time information to improve operations and decision-making.Utilities need timely and easily-accessible information in order to meet these challenges and succeed as 21st century service providers. Strategic planning and leadership are the essential levers for effective utility management. BWSC's experience offers insights for utilities of all sizes.