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
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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
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Presentation Outline
Overview and Approach of Customer Complaint Surveillance
Program and approach National adoptionImplementing Customer Complaint SurveillanceFeatures and characteristicsIntegration and benefits
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Overview and Approach of
Customer
Complaint Surveillance
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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
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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
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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).
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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.
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Integrated
Contamination
Warning System
CWS Monitoring Components
Public health surveillance
Enhanced security monitoring
Water quality monitoring
Sampling and analysis
Customer complaint surveillanceSlide9
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CWS Architecture
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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.
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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
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Implementing
Customer
Complaint Surveillance
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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.”
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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.
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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
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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
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http://water.epa.gov/infrastructure/watersecurity/techtools/index.cfmSlide21
Establish Alarm Thresholds
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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
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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
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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
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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)
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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
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Features & Characteristics
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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
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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
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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
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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
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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
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Philadelphia Water Department
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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
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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
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Philadelphia Water Department
CCS and EDAs
Example of an EDAUsing 1-, 2-, and 7-Day Scan WindowsMonitoring multiple water quality parameters.Slide42
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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
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Philadelphia Water Department
Example Dashboard ApplicationSlide44
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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
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Dallas Water Utilities
CCS
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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
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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