Atlanta revolutionizes their backflow program
With Ahmad Cade, Backflow Manager at the City of Atlanta (GA)
Automated over 60 hours a week of administrative tasks
Improved data accuracy, reducing the need for edits.
Identified and reactivated dormant accounts.
Overview
The City of Atlanta’s backflow team faced an evergrowing problem. With two full-time administrators spending most of their time on manual, repetitive tasks, they were constantly playing catch up, and many non-compliant customers were left in the dark about crucial updates.
Ahmad and his team were looking for a backflow management solution that would not only automate their tedious tasks but also provide them with reliable, up-to-date compliance data.
Challenges
Before SwiftComply, the team was becoming increasingly bogged down in manual tasks. Their previous system has become a bottleneck and no longer fit for purpose. Two administrators spent 30 hours a week processing test results and generating notifications.
Ensuring they were working with correct data has also become increasingly difficult. Testers often submit data with missing credentials or mismatched assembly serial numbers. Each error meant halting the process, reaching out, and resolving the issue, adding further delays to an already overburdened system.
Customer communication was another major hurdle. “At times, we were sending out 100 notices, only to get 50 returned,” Ahmad says. The team was pouring their time and energy into initiatives with minimal impact. This inefficiency was symptomatic of a system no longer serving their program’s needs.
Goals
Ahmad and his team were looking for a user-friendly solution that would make their program more efficient and allow them to take a proactive approach to compliance.
As part of this, they knew they had to improve their lines of communication with their customers and ensure they were working with reliable, up-to-date data.
Solution
With SwiftComply, countless hours of admin time spent manually entering data was eradicated. The software validated tester details in real-time, reducing errors and eliminating the constant back-and-forth with testers.
Field personnel could now update records on the fly, ensuring real-time data accuracy and bridging the gap between data collection and entry. This also helped improve customer communications and ensured customers were promptly informed about upcoming compliance requirements.
SwiftComply’s intuitive interface was a game-changer. All essential information was available on a single page, eliminating the tedious navigation through multiple pages. The system’s built-in error prompts and GIS-like engine flagged inconsistencies instantly, further refining their records’ quality.
Implementation & Support
Transitioning to SwiftComply was a significant undertaking for Atlanta’s backflow team. But with SwiftComply’s structured approach and clear roadmap, the journey was smooth. “The training and support was great. Organizing calls and getting answers was very easy,” Ahmad notes.
A clear calendar outlining tasks and milestones was set, providing the team with a roadmap for the transition. Regular communication, including meetings and open email and phone lines, ensured that any concerns or questions were promptly addressed.
Unexpected benefits emerged during the implementation. During the transition, the team unearthed dormant accounts that had been missed. The process allowed these accounts to be reactivated and made compliant, a testament to the importance of thorough data analysis.
SwiftComply’s support was proactive, especially during challenges like data cleanup.
Results
- Automated over 60 hours a week of administrative tasks.
- Improved data accuracy, reducing the need for edits.
- Identified and reactivated dormant accounts.
