2023 AWWA / WEF Utility Management Conference Prog 2023 Utility Mgmt Conf Program_FINAL_LR | Page 26

THU08 Customer Service and Engagement : New Measurements of Performance

1:30 – 3:00 p . m . ROOM : A1 Moderator : Douglas Spiers

Are your customers listening ? How well is your organization connecting activities and the things you do with the customer and their needs , perceptions , and values ? This session will equip leaders to effectively align communications and performance measures with their customer service priorities for greater impact

and influence with stakeholders .

1:30 Advancing Customer Levels of Service at The City of Calgary Nancy Mackay , The City of Calgary

2:00 More to the Story Than Performance Measures Jason Carter , Arcadis , Katelyn Skornia , Arcadis

2:30 Driving Greater Customer Assistance Participation : Evidence From an Outreach Experiment Manuel Teodoro , University of Wisconsin

THU09 The Value of Technology in Facility Operation and Maintenance

1:30 – 3:00 p . m . ROOM : A2 + A3 Moderator : Jim Cooper

The value of technology in treatment facility operations and management is undeniable . Imagine knowing the impacts of O & M decisions before

implementation ? That is no longer a someday reality — with artificial intelligence , machine learning , and digital twinning , utilities can model short- and long-term impacts of process and programs implementation on personnel , levels of service , and budgets .

1:30 If Amazon Ran a Treatment Facility : The Future of Water Treatment Automation Robert Little , Woodard & Curran

2:00 CMMS Helps You Work — A Digital Twin Makes Work Better Steven Dutschke , Kennedy Jenks

2:30 A Cutting-Edge Predictive Model for Dry Weather Sanitary Sewer Overflow Risk and Root Cause Analysis – Houston ’ s Intelligent Way Nish Senthilkumar , City of Houston – Public Works

26 www . awwa . org