David Harris, Corey Williams, and Chris Dermody

OBJECTIVES:

The objective of this project was to create an actionable research agenda for the Water Research Foundation by bringing together water utility leaders from both the business side and the information technology (IT) side to address the highest priority needs for optimizing the planning, deployment, and use of IT at water utilities.

BACKGROUND:

Drinking water utilities invest in IT to assist with most areas of utility operations. While there is widespread appreciation for the potential of IT, there is often not a clear understanding by the executive team on how to optimize the IT investment and gain the greatest benefit from the technology to support the business plan, nor opportunity for the IT leaders to participate in strategic business planning. There is limited previous research and literature about this topic directed toward the unique needs of water utilities because most information is directed toward large corporations.

HIGHLIGHTS:

This research includes significant input from business and IT leaders in water and wastewater utilities across the United States and Canada. There is strong agreement that IT optimization depends primarily upon placing the business interests of utilities in the driver's seat, and achieving better alignment of IT with business needs. In addition, there is a need for better execution of IT related functions, including best practices used by global corporations adapted to the smaller scale and unique needs of water utilities. This research identified eight research projects that will deliver tools and techniques for water utilities to achieve organizational alignment and improve execution of the IT function.

APPROACH:

The research was conducted by a team of investigators, and with the participation of business and IT leaders from 11 utilities. The main tasks included the following: (1) a Web-based survey of utilities across the United States and Canada focused on current issues and practices in the organization and execution of the IT function; (2) a review of the literature concerning practices and techniques for optimizing IT, with a special emphasis on literature directed toward water utilities; (3) focused discussions with project participants to develop greater insight into the issues and needs expressed in the survey; (4) a White Paper summarizing findings to-date and helping participants prepare for a workshop; (5) a two-day Research Needs Workshop to further prioritize the needs, including draft project descriptions; and (6) refinement and coordination of the highest priority needs into a research agenda.

RESULTS/FINDINGS:

Results of this project include preliminary findings on issues and needs concerning optimizing IT at drinking water utilities, and a recommended research agenda to address the highest priority needs. The research agenda consists of eight projects, as follows:

• Project No. 1—Technology Enabled Public Information Access and Communication

• Project No. 2—Purpose and Vision Statements for Utility Information Technology

• Project No. 3—Integration of Information Technology Into Utility Business Planning

• Project No. 4—Business Case Methodology to Evaluate Potential Information Technology Investments

• Project No. 5—Performance Measures and Value Reviews for Water Utility Information Technology

• Project No. 6—Utility Business Process Architecture, Methodology, and Tools

• Project No. 7—Organizing Information Technology Services in Water Utilities

• Project No. 8—Managing Water Utility Information Technology Projects for Success

A five year schedule for executing the research projects is proposed, in a sequence that is likely to support utilities as they first plan for IT, then execute improvement projects, and lastly manage their investments in IT over the long run.

IMPACT:

This research project and the additional projects recommended in the research agenda are likely to benefit water utilities by accelerating adoption of effective practices for planning, deploying, and supporting information technology. The research is applicable to utilities of all sizes. Specifically, the research will help utilities bridge the gaps between business functions and the IT function, create IT plans that are more responsive to utility needs, provide tools and techniques for better managing IT, and result in greater return on IT investment.

PARTICIPANTS:

This project included participation from 175 individuals in the Web-based survey, and from 11 utilities in the focused discussions and Research Needs Workshop.