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Ordering Information:
ORDER NUMBER: 90895F
DATE AVAILABLE: Winter 2002/2003
Printed Report |
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PRINCIPAL INVESTIGATORS:
Jeffrey S. Rosen, Michelle Frey, Kristyn B. Stevens, David B. Miller, Jose A.H.
Sobrinho, Ayhan Ergul, and Larry Pinkstaff
OBJECTIVES:
This study sought to help improve the data management and operations of drinking
water utilities. The four objectives of this study were to (1) review the state
of knowledge management as an industry, (2) illustrate how knowledge management
might be used in a drinking water utility, (3) review how knowledge management
is being applied in utilities, and (4) develop a pilot knowledge management
implementation system for a drinking water utility.
BACKGROUND:
Typically, data generated by the drinking water industry is used daily to make
operational decisions regarding water resource management, water treatment,
and distribution strategies. Failure of accurate and timely reporting of some
of the data can result in compliance violations, which can be costly and embarrassing
for utilities. If managed, aggregated, and stored effectively, the data could
help determine management strategies for repeated situations.
HIGHLIGHTS:
It is clear that knowledge management tools can address many of the barriers
related to water quality issues and facilitate the solutions for drinking water
utilities. The primary recommendation from the research team was the development
of an Information Bureau whose mission is to make data available, develop the
knowledge management infrastructure needed, and be a recognized resource for
gathering information. However, prior to implementation of a knowledge management
system, a requirements analysis should be conducted, utility size should be
considered, and the recognition of the cultural change that accompanies knowledge
management should be recognized.
APPROACH:
This project included a review of the current state of the art for knowledge
management and the associated applications. To understand the state of the practice,
case studies were also evaluated to gain insight into how knowledge management
is applied in a utility. Requirements analyses were conducted at five drinking
water utilities to evaluate current data management needs and identify areas
in need of improvement. Each evaluation lent further insight into how knowledge
management is being applied in utilities. Based on all of this information,
the project team developed a pilot knowledge management implementation system
to demonstrate how the recommendations could be applied for a drinking water
utility.
RESULTS/FINDINGS:
A knowledge management system (KMS) is not an “off the shelf” software
system that can be purchased like a statistical package or accounting package.
Designing such a system requires careful thought and re-organization of workflow.
To develop and utilize a KMS, utilities need to change both organizationally
and culturally. One of the main recommendations was the formation of an Information
Bureau in large utilities and to identify an Information Enabler in smaller
utilities. The mission of the Information Bureau would be to understand the
available data and help users access and analyze the data.
However, the decision to form an Information Bureau needs to be carefully considered
prior to implementation. A requirements analysis of the current utility should
be conducted to define the information needs and identify areas and systems
that can be built upon. Based upon the finding of this analysis, the utility
will be able to better design a system to support the knowledge management needs
of the organization.
IMPACT:
This project has demonstrated how a requirements analysis can be done at a utility
with limited time and resources. The detailed summaries of the requirements,
barriers, and recommended solutions may be used effectively by other utilities
to anticipate requirements, barriers, and potential solutions. This project
has identified and categorized the required building blocks that need to be
considered and addressed by drinking water utilities if they are to improve
their use of information to improve operations, compliance reporting, and decision
support.
PARTICIPANTS:
• City of Golden (Colo.) Water Department
• City of Tucson (Ariz.) Water Department
• City of Newport News (Va.) Waterworks
• Massachusetts Water Resources Authority, Chelsea, Mass.
• East Bay Municipal Utility District, Oakland, Calif.