Easton Suburban Water Authority (ESWA) is in the business of providing water to its customers, not managing technology. One summer, Technology Manager Tim Ryan had enough with focusing valuable time and resources on the utility’s Advanced Metering Infrastructure (AMI) IT network and servers. Instead of devoting their attention to improving customer service, employees were managing IT issues. And when the servers went down, personnel flocked to fix them.
“We’re distracted from our core mission because we’re busy troubleshooting IT issues. I want our staff focused on better serving our customers. Instead, we’re forced to learn new software languages. There has to be a better way,” said Ryan.