July 25, 2012 - Toho Water Authority

CATEGORY:
Attachment:
UNFINISHED BUSINESS
CIS Implementation Policies
CUSTOMER INFORMATION SYSTEM (CIS) BOARD POLICIES
Explanation: To date, many of Toho Water Authority’s policies related to customer service
have been primarily defined and carried out by its two current service providers: Severn Trent
Environmental Services (STES) and Kissimmee Utility Authority (KUA). In many cases, the
policies adopted by the two providers are not consistent between the two organizations and
the customers they serve. The transition of customer service functions in-house has provided
Toho Water Authority with the opportunity to not only make policies consistent for all
customers, but also to define new policies that are advantageous to the Authority and our
customers.
The attached table describes policies currently carried out by STES and KUA, and proposed
changes to those policies after implementation of the Customer Information System (CIS)
scheduled for late January 2013. The policies listed must be adopted to support the
configuration of the CIS. The CIS project team is presenting these proposed policy changes to
the Board of Supervisors for feedback and approval. Staff anticipates that there will be one or
two iterations of additional policy changes for the Board’s review as we progress through the
next phases of the CIS implementation project.
Staff’s recommendation has been approved by the CIS Steering Committee (Brian Wheeler,
Mike Sweeney, Rodney Henderson, and John McAleenan).
Recommendation: Staff recommends approval of CIS Policies.
CIS Board Policies 07.25.12.jm
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