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Four years ago, Manila Water Company-a water and used water services provider for the East Zone of Metro Manila and the adjacent province of Rizal- began crafting an Information Technology Master Plan and Roadmap to address the need for information systems that will enhance customer service delivery while providing the tools to aid management planning and decision-making.
A key component of the Information System Plan is the development of an asset management system that can be integrated with other existing systems-such as business application software, operational control systems and mapping software-and processes to improve its operational reliability, promote efficiency, increase manpower productivity and allow traceable regulatory compliance.
The Enterprise Asset Management - Asset Management Information System (EAM-AMIS) is one of the centrepiece programmes in the company's asset management improvement initiatives, and was named as the best project in the Transformation Category of the 2016 CIO Asia Awards.
Manila Water implemented the EAM-AMIS in 2015 to transform its capital asset life cycle management from acquisition to decommissioning. The system captures point assets data- including repairs, expenses, and project documentation-in a single repository.
Under the system, an alert in a facility will trigger the Asset Maintenance workflow from the Supervisory Control and Data Acquisition (SCADA) function to the business processes supported by SAP, customer relationship management (CRM) and Geographic Information System (GIS).
The system will then show the equipment failures on the GIS map. Since EAM-AMIS allows seamless data exchange among different system components, the system provides Manila Water frontliners a visual information on faulty equipment which can be correlated to customers' concerns which subsequently improves the company's capabilities to address customer complaints faster.
To support the EAM-AMIS, the company needed to enhance the technical skills of employees to integrate various systems, such as understanding different messaging protocols, said Rodell Garcia, Group Director for Corporate Information Technology in Manila Water.
He added that having a team to support operational and business processes is important. "The workflow spans various operating units - the operations people handle the facilities; the workforce management team handles the dispatch of our field force; the asset management group ensures that the asset condition and asset history are accurately recorded; the finance department monitors the value of the assets; while the customer service agents and frontliners receive customer calls and close the customer complaint tickets. As such, the team will have to make sure that the processes are efficient and will facilitate the delivery of responsive customer service."
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