AWWA/WEF Utility Management Conference 2015:
Itineris attending, contributing

A team from Itineris will attend and contribute to the water/wastewater industry’s Utility Management Conference (UMC), February 17-20 in Austin, Texas.

Co-produced by the American Water Works Association (AWWA) and the Water Environment Federation (WEF), the conference is, for water utilities, one of the “leading, most informative, and most prestigious management conferences available.”1

The event registration page encourages attendees to “Come prepared to share your experiences and learn from others in similar situations as we respond to the most pressing management issues of the day.”2

Strategy, Planning and Best Practices for CIS Initiatives Panel Discussion

Itineris SVP Product Management, North America, Maria DeChellis will be leading a discussion panel focused on delivering successful customer information system (CIS) initiatives:

As expectations about customer service continue to evolve in today’s always-connected and on-demand culture, many utilities are finding that their customer care technology is unable to support the evolution of customer service processes they’d like to implement.
As a result, many utilities are replacing—or considering replacing—customer information systems (CIS) that are 10, 20 and even 30 years old. While the rewards of such an undertaking can be great, the organizational and customer impacts can be significant as well.
This session will bring together a panel of water utilities taking different tracks managing their CIS evolution, CIS selection and implementation consultants, and CIS vendors to provide 360-degrees of insight around CIS initiatives.
In addition to the questions of attendees, topics covered will include: 
  • Common drivers for CIS projects among water utilities
  • CIS strategy, planning and risk mitigation best practices
  • Determining organizational and customer impact
  • Identifying the right solution and approach for your organization’s specific needs
  • Key considerations for knowing when to replace, upgrade or stay put
  • Project management and execution best practices
  • Justifying project costs and getting the necessary project approvals
  • Expected benefits, risks and impacts of CIS evolution


  • Sue Gildea – Manager, National Customer Operations Training, Aqua America
  • Gary Wiest – Client Relationship Manager & IT Assistant Manager, Greater Cincinnati Water Works
  • Emma Bridges – Director of Customer Care, San Antonio Water System
  • Melanie Rettie – Executive Vice President, EMA Consulting
  • Bruce Kane – Senior Director, Product Management, Oracle
  • Maria DeChellis – SVP Product Management, North America, Itineris