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This paper discusses the options of upgrading an existing Customer Information System (CIS) or implementing a completely new system. It builds on the experiences andrecommendations of the recent Awwa Research Foundation project (Project #3007 - EffectivePractices to Select, Acquire, and Implement a CIS) that provided a roadmap for utilities that havedecided to proceed with a new CIS project. The key is preparation. This paper focuseson the key steps required to make the best possible decision that include:Identify Problem and Opportunity - What is a new CIS supposed to do for the utility?What are the requirements, goals, constraints, and opportunities?;Needs Assessment - What do key stakeholders want? What have other utilities done? Canwe develop a sound business case?;Risk Mitigation - Every CIS project involves risk but the utility can take advantage ofindustry leading practices to mitigate risk and enhance the probability of success;Implementation - Planning for go-live, training, and operating procedures;Continuous Improvement - Complete enhancements, integration.Regardless of which direction your utilitychooses to go, the key to a successful CIS implementation is good planning. Using real-worldexamples, this paper explores the basics of good CIS planning that will enable you todirectly address the key issues and enhance your chances of a successful implementation. Includes figures.

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Edition: Vol. - No. Published: 02/01/2007 Number of Pages: 5