Management Information Systems

Transcription

1 Integration and Consolidation During the year under review, the Management Information Systems Department strived to produce applications and systems that add value and integrate with one another to enable continuity of service and holistic solutions. With the major Integrated Utilities Business System (IUBS) project well into its tendering process, the unit has also been reviewing the data and systems of the corporation with a view to provide more efficient, cleaner and streamlined solutions. Integrated Utilities Business System (IUBS) The IUBS is an integrated system that covers key core functions of the Corporation and is being implemented in conjunction with Enemalta Corporation. It is currently in the tender adjudication process. This system is comprised of: 1. An Enterprise Resource Planning (ERP) system 2. A Customer Relationship Management (CRM) and Billing system 3. An Automated Meter Management (AMM) systems and 4. A SCADA.EMS/DMS system. The adjudication process will be followed by a Due Diligence process and contract negotiations leading up to a pilot-study followed by a full scale implementation. Due to the immense impact of the system, experts from within the corporation have been involved in all steps of the process to ensure that the chosen system suits the needs of WSC. WSC Corporate Data Corporate data is defined as information which is not owned by any particular function of the corporation and which is common to several functions, processes or systems. Corporate data is usually also a feature of crossfunctional processes. Responsibility for the management of corporate data has been given to MIS. The importance of this data for the business of the organization and the need for controlling and administering it wisely cannot be overstressed. The address data set is perhaps the most easily identifiable element of corporate data. Over the past months this was extracted from one of the operational databases and an intensive data-cleaning exercise is currently underway. This exercise will enhance the data and transform it from a mere postal address, to true unique reference for service premises. This will be vital to core operations and initiatives such as water accounting and customer relationship management. Moreover, good corporate address data will be an invaluable asset and one of the main building blocks of the IUBS project PAGE 69

2 New Services Business Process The address data set is naturally dynamic given that it needs to reflect the changes which are continuously occurring in the real world. Base-line data needs to be closely supported by the processes, procedures, policies, working practices and relationships with external entities, to ensure that the data-updating mechanisms are in place. In this context, the initiative for the corporate database was proposed and undertaken simultaneously and in close co-ordination with an initiative for automating and re-engineering the process for registering new water services. Fig. 1: Snapshot of the corporate data system. During the year under review an application for automating the receipt and processing of applications for new water services was introduced. This automated solution features work-flow functionalities which were introduced as part of the Customer Contact Management and Reporting system introduced a few years ago. These have now become a mainstay of the corporation s operations. As part of the process, the details of new buildings are added or additional parts to multi-part buildings are registered and the physical position of the property geo-coded. PAGE 70

3 Fig 2: A snapshot of the geo-coding system. Forthcoming plans for the project include a close integration with the Billing System as well as further integration with our Customer Management system together with the corporate database acting as a hub. The next stages should also focus more on the changes to the processes and working practices required in order to benefit from the advantages of automation. The change-management process may be seen as a small-scale rehearsal in preparation for the more farreaching changes which the IUBS will inevitably bring. PAGE 71

4 Geographic Information Systems (GIS) Various units within the Corporation are becoming more aware of the importance and benefits of the GIS system. New systems being developed are linked to GIS because of the inherent graphical advantages this may provide. Once the respective units understand the benefits of GIS and appreciate that it is helping their work, the investment required to maintain the GIS will become more justifiable and more return of investment will be realized. This geographical intelligence culture is the way forward and the corporation is committed to this direction. Furthermore, GIS personnel were centralized and now form part of the Corporate Data Unit within MIS. This move led to the centralization of expertise, standardization of working practices and an improvement in performance. MIS has various areas which it would like to tackle in the Geographical arena and which will be done when resources are available. New technologies related to the development of mobile applications are also being considered. The idea that WSC workers can have access to geographic information in the palms-of-their-hands whilst in the field is a dream that may become a reality. This would improve operations and the way certain procedures are carried out. Fig. 3: The water distribution network superimposed on a map of Malta & Gozo. PAGE 72

5 Figs. 4&5: Close-ups of the water distribution network showing the detailed GIS network. PAGE 73

6 Website The corporation recently launched a completely new website to improve its electronic age image and service to consumers. The e-payment of bills as well as online purchasing of the corporation s tenders, will soon be included. Apart from the payment of bills, the website will also allow consumers to view their recent invoices in electronic format. Security related issues will be addressed with the introduction of the government s electronic ID (E-ID) program. The corporation will continue to improve the services offered on the website and use it as another way to ensure customer satisfaction. The new WSC website Euro changeover With the Euro Changeover looming, the WSC has been working hard to ensure that all its systems will be Euro compliant in line with NECC guidelines. Operational areas of impact such as logistics, cash management and training are all being addressed. Of special mention is the current billing system being maintained by MITTS Ltd. Although the IUBS is targeted for implementation by end of 2007, contingency measures are being implemented to ensure that the current system supports the Euro changeover temporarily until the new system is fully implemented. Voice over IP integration with WSC network To drastically reduce the corporation s telephone costs, the MIS in close co-operation with the Technical Support Services section, integrated the newly implemented voice network with its IT network. The project involved passing all internal voice communications over the IT medium, thus eliminating a lot of voice-related costs. Notwithstanding some teething troubles, the project was implemented successfully. However, now that the telephone system is dependent on the IT network, MIS is taking certain measures to ensure that continuity can be provided should failures arise. PAGE 74

7 Projects in the pipeline in conjunction with IUBS Critical Assets Register A system is being designed to keep record of our critical assets. These may cover (but are not limited to) reverse osmosis and wastewater treatment plants, pumps and distribution network critical assets such as master meters, strainers and pressure regulating valves. The may contain maintenance data, operational information from SCADA and GIS intelligence. This ambitious project is a starting block for the IUBS and is dependent upon collection of the actual information about the respective assets. Executive Information System Based on a selection of integrated information from existing databases/systems such as billing, corporate database, customer care and other systems, MIS will put together a data warehouse to provide top management with various reports and data that would aid in providing key information about the corporation and it s performance in various sectors. Other small systems A discharge permit system is being introduced to keep track of all permits and their information including geographical positioning. Moreover, a laboratory system that would extract information from our customer management system and utilize GIS and geo-coding to locate zones for investigation and testing is also being implemented. PAGE 75