关于改善客户服务的信息系统的一般性讨论集中在集成系统上，该系统具有一组可通过工人个人计算机访问的协调数据库。客户服务包括内部和外部客户，如消费者、监管机构、供应商和股东。埃塞克斯水务公司拥有核心系统——客户数据库、收入计费功能、财务系统和质量数据库——以及分布式本地系统——地理信息系统、客户服务和绩效管理。作者概括地描述了综合信息系统在未来的发展。

This general discussion of information systems for improving service to customers focuses on integrated systems, with a set of coordinated databases that can be accessed through a worker's personal computer. Service to customers includes both internal and external customers, such as consumers, regulators, suppliers, and shareholders. The Essex Water Company has a core systems--customer database, revenue billing function, financial systems, and the quality database--as well as distributed, local systems--geographic information system, customer service, and performance management. The author describes in general terms how the integrated information system may develop in the future.