宾夕法尼亚州切斯特水务局（CWA）最近实施了一个客户信息和计费系统，为大约37000多名客户提供服务。商务办公室希望继续改善其部门内的运营。在业务办公室的程序审查和评估中确定了绩效衡量申请。根据客户服务部的运营任务和高级管理层的数据要求，进一步定义了绩效指标。采用平衡计分卡方法制定措施。这种方法不仅包括财务指标，还包括客户和员工满意度以及组织发展的指标。两个阶段，第一个阶段已完成并正在使用，被确定为真实的- 与多个来源建立的时间数据链接。其中包括电话系统（PBX）、新的计费系统和手动输入的数据。一些数据要求包括:代表的客户电话号码；按代表列出的客户预约次数；其他客户的数量；服务订单总数；已清除的服务订单数量；待处理的服务订单数量；按事件类型列出的服务订单数量；代表每天收到的服务订单数量（按事件类型）；按活动类型和预约日期列出的服务订单数量；并且，通过Representative显示超过预约日期的待定服务订单数。未来的数据要求包括支付给收款机构的费用和拖欠（拖欠的数量和单位美元价值、终止的数量和单位美元价值、实际关闭的数量和单位美元价值、关闭后打开的数量和恢复的单位美元价值，以及客户员工培训的数量）。 还设计并开发了一个数据库应用程序，实时收集数据，并使CWA工作人员可以在桌面上使用这些数据。该应用程序允许用户以多种方式排序和查看数据，包括:按日期范围排序；图表导出到aspreadsheet；还有，通过电子邮件发送数据报告。包括数字。

Chester Water Authority (CWA) in Pennsylvania recently implemented a customerinformation and billing system, which serves approximately 37,000+ customers. Thebusiness office wanted to continue improving operations within its department. Aperformance measures application was identified in a procedural review and assessmentof the business office. Performance measures were further defined based on the operatingmission of the customer service department and data requests from senior management.The balanced scorecard methodology for developing measures was followed. Thismethod included not just financial measures but also measures of client and employeesatisfaction and development of the organization. Two phases, the first of which iscompleted and being used, were identified with real-time data links being made withseveral sources. These include the phone system (PBX), the new billing system, andmanually entered data.Some of the data requirements include: number of customer telephone calls byrepresentative; number of customer walk-ins by representative; number of customerothers; number of service orders total; number of service orders cleared; number ofservice orders pending; number of service orders by event type; number of service ordersby event type by day received by representative; number of service orders by event typeby appointment date; and, number of pending service orders past appointment date byrepresentative. Future data requirements include fees paid to a collection agency anddelinquency (number of delinquent and unit dollar value, number of terminations and unitdollar value, number of physically turned off and unit dollar value, number of turned offthen turned on and unit dollar recovered, and number of customer staff training).A database application was also designed and developed that gathers the data in real timeand makes it available to CWA staff at their desktop. The application allows users to sortand view data in several ways including: sort by date range; graph; export to aspreadsheet; and, email data reports. Includes figure.