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The Akron, Ohio Public Utilities Bureau (APUB) needed to improve its customer service.Troubled by negative local press on water rates and customer satisfaction and saddledwith a billing system that was not Y2K compliant, the APUB committed in 1998 toobtaining a new billing and customer information system.This paper tells the story of an effective three-part approach to implementingtechnology that also includes both work practices and people. While the sequence ofthe approach to this kind of project is often debated, the authors explain why thisapproach was successful for Akron's circumstances.When this project began in 1998, Akron first needed to quickly select a software toolthat was an appropriate functional fit at a reasonable cost. The looming Y2K deadlinemade it imperative that the project get organized and under way in a timely manner. Thesoftware selected was Systems

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Edition: Vol. - No. Published: 06/01/2001 Number of Pages: 9File Size: 1 file , 140 KB