A decade-long digital transformation: From strategy to full system modernization

Passaic Valley Water Commission (PVWC), one of New Jersey’s largest public water utilities serving more than 800,000 residents, partnered with Raftelis beginning in 2012 to modernize its outdated technology environment. Over more than a decade, Raftelis has guided PVWC through a multiphase digital transformation, starting with strategic planning and continuing through the implementation of modern billing, asset management, and financial systems. The result is a unified, efficient, and ready technology environment that supports every major function of the utility.

PVWC was operating on fragmented, aging systems. These legacy tools created significant operational and organizational challenges:

• No integration with modern applications

• Limited functionality for billing, finance, HR, payroll, asset management, and customer service

• Manual workarounds due to outdated interfaces and disconnected processes

• Inefficient operations across departments

PVWC needed a long-term, strategic approach to replace its core systems and modernize its business processes without disrupting service to customers.

1. IT strategic plan and business process review

Raftelis began by conducting a comprehensive review of PVWC’s business processes and technology environment.

• Identified a full inventory of improvement opportunities

• Prioritized technology investments based on operational impact

• Aligned business processes with industry best practices

• Created a practical, phased roadmap for modernization

This plan became the foundation for all subsequent transformation efforts.

2. Modernizing utility billing (CIS)

The first major initiative was replacing the legacy billing system.

• Developed detailed system requirements

• Led the selection of the Advanced Utility System (AUS) CIS and mobile tools

• Managed the transition from an on-premise to a modern hosted solution

PVWC gained improved customer management, more accurate billing, and stronger financial reporting capabilities.

3. Implementing a unified CMMS

PVWC’s maintenance operations relied on multiple internally developed tools and third-party solutions. Raftelis helped consolidate these into a single commercial off-the-shelf (COTS) solution.

• Conducted site visits, document reviews, and asset data analysis

• Developed functional requirements and a competitive RFP

• Facilitated the selection of Central Square EAM (CMMS)

• Served as Owner’s Agent throughout the 18month implementation

Maintenance operations were standardized, asset data improved, and staff gained a modern platform for planning and tracking work.

4. Current phase: Financial Information System (FIS) implementation

Building on the success of the CIS and CMMS projects, Raftelis is now supporting PVWC in implementing a new Financial Information System.

• Integrating the FIS with the CIS and CMMS to create a unified data ecosystem

• Ensuring the system meets complex requirements for finance, HR, payroll, and document management

• Providing governance and subject matter expertise to align vendor configuration with PVWC’s operational needs

PVWC has transformed its technology landscape from disconnected, 1990s-era systems to a modern, integrated digital infrastructure. Key outcomes include:

• Significantly improved staff efficiency through streamlined processes

• Greater data accuracy and consistency across all departments

• Modernized billing, maintenance, and financial operations

• A scalable technology foundation that supports long-term organizational goals

This multiphase partnership continues to help PVWC evolve its operations, improve service delivery, and strengthen its ability to meet the needs of the communities it serves.