19473_Authority_Oct-opt

municipalauthorities.org │ 1 9 T HE N EXT E VOLUTION OF U TILITY A UTHORITY T ECHNOLOGY Connecting information, automating work and creating a more capable authority. By Ed Joella, Marketing Director, Diversified Technology Corp. P ennsylvania's utility authorities have invested heavily in technology. Billing and collection systems manage accounts. Customer service platforms track interactions. Smart meters generate increasingly valuable data. Asset management systems monitor equipment and maintenance. Property records, work orders and operational information are stored in applications designed to perform specific functions. Those investments have helped authorities improve the way they work. But technology continues to evolve. And the next opportunity may not be finding another application. It may be connecting the information and processes the authority already manages. From Applications to an Operating Environment A utility authority rarely operates within a single system. A customer may have a service address, a meter, a billing history, daily usage readings and multiple interactions with the authority. Equipment requires scheduled maintenance. Properties may have multiple customers, accounts and service connections. The work crosses functional boundaries.