/
Customer Complaint Surveillance Vendor Integration Forum Customer Complaint Surveillance Vendor Integration Forum

Customer Complaint Surveillance Vendor Integration Forum - PowerPoint Presentation

karlyn-bohler
karlyn-bohler . @karlyn-bohler
Follow
420 views
Uploaded On 2017-07-04

Customer Complaint Surveillance Vendor Integration Forum - PPT Presentation

Jointly Hosted by the US EPA and American Water Works Association February 27 2011 1200 300 pm AWWA CSIMTECH Conference Dallas TX 2 Presentation Outline Overview and Approach of Customer Complaint Surveillance ID: 566571

complaint water data system water complaint system data customer quality department distribution amp ccs philadelphia contamination alarm characteristics surveillance features work management

Share:

Link:

Embed:

Download Presentation from below link

Download Presentation The PPT/PDF document "Customer Complaint Surveillance Vendor I..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.


Presentation Transcript

Slide1

Customer Complaint Surveillance Vendor Integration Forum

Jointly Hosted by the U.S. EPA and

American Water Works Association

February 27, 2011

12:00 - 3:00 p.m.

AWWA CS/IMTECH Conference

Dallas, TXSlide2

2

Presentation Outline

Overview and Approach of Customer Complaint Surveillance

Program and approach National adoptionImplementing Customer Complaint SurveillanceFeatures and characteristicsIntegration and benefits

2Slide3

Overview and Approach of

Customer

Complaint Surveillance

3Slide4

4

Distribution System Vulnerabilities

Large, complex, and

accessible:Commercial & residential service connectionsFire hydrantsFinished water storageImpossible to eliminate all access, but …key system components can be hardened

Difficult to contaminate an entire city via the distribution system, but …

fairly easy to impact small sections or individual buildings

4Slide5

5

Consequences of water contamination:

Adverse impacts on public health

Loss of water for public safety usesEconomic damageLoss of consumer confidenceAn attack using contaminants …is likely to achieve multiple terror objectivesdoes not have to produce casualties to be successfulmay be perceived as an especially serious threat by the public

Nature of Contamination Threats

5Slide6

Water Security (WS) initiative

EPA’s WS initiative program addresses the risk of intentional contamination of drinking water distribution systems.

The initiative was established in response to Homeland Security Presidential Directive

(HSPD) 9, under which the Agency must, “develop robust, comprehensive, and fully coordinated surveillance and monitoring systems . . . for . . . water quality that provides early detection and awareness of disease, pest, or poisonous agents” (Jan 30, 2004).

6Slide7

7

CWS Design Objectives

Detection of a broad spectrum of

contaminant classes.Achieve spatial coverage of the entire distribution system.Detect contamination in sufficient time for effective response.Reliably indicate a contamination incident with a minimum number of false-positives

.Provide a

sustainable architecture

to monitor distribution system water quality.

Growing emphasis on

Dual-use

aspects.

7Slide8

8

Integrated

Contamination

Warning System

CWS Monitoring Components

Public health surveillance

Enhanced security monitoring

Water quality monitoring

Sampling and analysis

Customer complaint surveillanceSlide9

9

CWS Architecture

9Slide10

National Adoption

The WS initiative comprises work in 3 areas:

Develop a conceptual design

for a system that achieves timely detection and appropriate response to drinking water contamination incidents to minimize public health and economic impacts; Demonstrate, test, and evaluate the conceptual design in contamination warning system pilots

at drinking water utilities;

Issue practical guidance

and conduct outreach to promote voluntary national adoption of effective and sustainable drinking water contamination warning systems.

10Slide11

11

National AdoptionSlide12

A New EPA Approach…

Implement an “Inside-Out” Approach

Integration of the required coding into established call management and work management software would allow for a more efficient “inside-out” approach to CCS adoption

Necessary mechanisms to track, transfer and analyze CCS data are already built into existing software systems

Make utilities more likely to adopt aspects of a contamination warning system – more like a plug-and-play system

12Slide13

Implementing

Customer

Complaint Surveillance

13Slide14

14

Customer Complaint Surveillance

Features and Characteristics

Integrating Customer Complaint Surveillance into Contact/Work Management SystemsVendor BenefitsSlide15

What is Customer Complaint Surveillance?

“Customer Complaint Surveillance (CCS) encompasses the customer complaint collection process, data management, data analysis and anomaly detection of customer complaints, notification of anomalies, and investigation procedures.”

15Slide16

16

Features & CharacteristicsSlide17

Features & Characteristics

What does water contamination look like?

Aesthetic (

organoleptic properties) not associated with a benign cause.Not associated with common utility water quality problems that may have similar complaint descriptions. Rusty/dirty water Cloudy water Water pressure

Temporal clustering  complaints linked by time.

Spatial clustering

complaints linked by distribution system characteristics.

17Slide18

18

Features & Characteristics

Characteristics of a Customer Complaint System

Provide a mechanism for a utility to “baseline” their data and establish alarm thresholdsNear real-time analysis of data using automated surveillance algorithms and codeAlarm notification of anomalies (alerts)Allow for easy integration with other utility systems Slide19

19

Features & Characteristics

Provide a mechanism for a utility to “baseline” their data and establish alarm thresholds

Review / analyze historic dataAnalysis of Trigger Values for GCWW paperIdentify “normal” complaint volumeSet thresholds for alarmsAlarm Estimation Tool (AET)Slide20

Baselining

Historic Data

20

http://water.epa.gov/infrastructure/watersecurity/techtools/index.cfmSlide21

Establish Alarm Thresholds

21Slide22

Features & Characteristics

Detection of Anomalies

Collect all complaints in a single location

Identify anomalous volume of water quality callsMultiple automated algorithms running in parallelExecutes in near real-timeTemporal clusteringSpatial clustering

Provide actionable notifications to appropriate personnel

Provide procedure for closing out alarms

22Slide23

23

Integrating CCS

Implementing CCS at GCWW

Reviewed / analyzed historical dataEstablished “normal” vs. anomalous complaint volumeIdentified data resourcesContact Management SystemsInteractive Voice Response (IVR)CSR characterization (keystrokes)

Work/Asset Management SystemBuilt Event Detection System (algorithms)

Notification (email)

GIS – distribution system (Hydra)Slide24

24

Features & Characteristics

Types of Alarms

Analysis Algorithms (at GCWW)Algorithm code (Java)Temporal anomalies (GCWW thresholds)1 day scan2 day scan7 day scanCUSUMSpatial anomalies

NeighborhoodsZip codes

Pressure zones

Other hydraulically significant areasSlide25

Spatial Analysis

25

GCWW - Hydra MapSlide26

Features & Characteristics

Provide notifications to appropriate personnel

Immediate alert notification (near real-time)

Possible communication channelsShort Message Service (SMS)EmailAuto-dialerUser Interface pop-up (SCADA)TwitterNotification contains actionable information

Alert type details

Location details

Procedural instructions (investigations)

26Slide27

27

Features & Characteristics

Water Quality Department receives an email alerting of a CCS alarm and begins the investigation.

Notification includes:

Algorithm that detected the

anomaly

Dates and times of complaints

Locations of complaints

Annotated information about

the

call

CCS Alarm Notification

27Slide28

Features & Characteristics

28

Investigation Process:

Interview callersReview call dataAnalyze the location and nature of the complaint to determine if calls are clusteredReview plant and distribution system operationsAssess the potential for operational changes to impact aesthetics of waterReview distribution system workBreaks and repairs may impact color, turbidity, and odor of the waterReview available water quality data

Analyze water quality data in the vicinity of the call cluster to determine if there is a link

Close out alarmSlide29

Integrating CCS

IT Considerations

Design flexible architecture

Standardized approachParameters configurable by managersNotification templatesNotification recipientsThresholdsLeverage existing systems and capabilitiesExisting systems and applicationsNetwork infrastructureProgramming expertise

SecurityStore alarm data for retrospective analysis

Account for time delay in receiving data

29Slide30

Vendor Benefits

End Users

AWWA/EPA

Tool DevelopersSystem Integrators30Slide31

Vendor

Benefits

End Users

Utilities will be looking for this functionalitySaves timeSaves moneySaves lives Dual-use for improving normal operationOff-the-shelf solutions offer low implementation cost for utilities

31Slide32

Vendor Benefits

AWWA/EPA

AWWA and EPA are encouraging voluntary adoption (creating demand)

Growing body of research and guidanceConsistent offering from vendors provides the supplyVendors benefit from existing pilot implementationsCincinnati, Dallas, New York City, Philadelphia, San FranciscoDual-use, All hazards emphasisImprovements in monitoring and security

Federal guidelines / recommendations

32Slide33

Vendor Benefits

Tool Developers

CCS functionality provides:

More appealing product offering Market differentiationEasy implementation – most features already in existing toolsMakes it easier for system integrators to implementSystem IntegratorsCCS functionality provides:

Consistent implementations

Efficiency of off-the-shelf solutions

Low implementation cost for the utility

33Slide34

Utility Case Studies

Implementing Customer Complaint Surveillance

Bryan May, Greater Cincinnati Water Works

Charles Zitomer, PE, Philadelphia Water DepartmentCassia Sanchez, PE, Dallas Water Utilities34Slide35

Greater Cincinnati Water Works

35Slide36

Philadelphia Water Department

36Slide37

Leverage Existing Resources

GIS InvestmentSkilled Workforce

Existing Data SystemsExisting Business Processes

Improve and Streamline Customer ResponseConduct Field Investigations more EfficientlyIntegrate with New SystemsCityworks (Work Order Management System)CWS Dashboard to assist with CCS Alarm InvestigationsCWS Spatial Dashboard is a Web Application allowing remote access37

Philadelphia Water Department ApproachSlide38

38

Philadelphia Water Department

System ArchitectureSlide39

Using Cityworks as our Work Order

Management SystemOpen Architecture databaseSpatially Compliant Data structure

Web Based ApplicationConfigured Cityworks to maximize its benefits for CWSAll Water Quality Service Requests are funneled through the Call Center and captured in Cityworks

All Work activities on the Distribution System will be captured in CityworksThis will help with associating water quality alarms with potentially related distribution system activities39Philadelphia Water Department Implementing CCSSlide40

Philadelphia Water Department

CCS and EDAs

EDAs ...Are used to continuously process water quality complaint information

and determine whether a pre-defined complaint threshold has been exceeded.An EDA’s purpose is ...To bring a potential water quality event to the attention of a human investigator using real-time customer complaint information.EDA Thresholds were developed based on:Water Quality Complaint TypeSpatial Location (Clustering-leveraging GIS)Date and Time40Slide41

41

Philadelphia Water Department

CCS and EDAs

Example of an EDAUsing 1-, 2-, and 7-Day Scan WindowsMonitoring multiple water quality parameters.Slide42

42

Philadelphia Water Department

CWS Dashboard

The CWS dashboard and the EDAs will assist the investigator by:Automatically displaying only the relevant service request and work order types from the Cityworks data Alerting them to activity occurring within a specific radius of the complaint(s). The CWS Dashboard and the EDAs will also:Reduce the investigation and response time by promptly providing relevant information during alarm conditions. Slide43

43

Philadelphia Water Department

Example Dashboard ApplicationSlide44

44

PWD’s approach to leveraging

existing GIS and Cityworks will:Allow the department to capture all water quality complaint calls and work performed in the distribution system on the same map.

Allow PWD Operations to detect system issues and failures.Improve customer service.Provide PWD with the opportunity to standardize business processes and protocols for water quality complaint investigation.Philadelphia Water Department ConclusionsSlide45

Dallas Water Utilities

45Slide46

Dallas Water Utilities

CCS

46Slide47

Looking Forward

Future

Collaboration

AWWA, EPA, Utilities & Private SectorInput from stakeholders and ideasStart information sharingWebinarsExpansion Pilot CompletionsCCS Implementation & EvaluationDallas Water UtilitiesPhiladelphia Water Department

New York City Department of Environmental Protection

San Francisco Public Utilities Commission

Real Benefits - Goal Accomplishment

47Slide48

Acknowledgements

American Water Works Association

US

EPA WS initiative Pilot Cities: Cincinnati, Dallas, New York City, Philadelphia, and San FranciscoUS EPA Water Security initiative TeamComputer Sciences Corporation48