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Title: Computer-Aided Dispatching System- Development & Implementation In-House()
Author: Edward W. Bercofski
Source: American Gas Association 1991
Year Published: 1991
Abstract: Several years ago, I reported at the Customer Service session at the Distribution Conference held in Las Vegas, Nevada on our pilot program which PGW had installed prior to making a decision to purchase and implement a new and complete Automated Dispatch System. I would like to give you some background on PGW. PGW services the Philadelphia metropolitan area which is approximately 140 square miles. We provide natural gas to 520,000+ customers and complete over 500,000 service and 35,000 repair order calls per year. Emergency service is provided 24 hours a day and 365 days a year. Service and repairs are scheduled Monday through Saturday as well as Sunday during the house heater peak period. PGW first utilized MDTs and a CAD application in a pilot test from April 1987 until April 1988 in order to evaluate the performance of radio based digital communications for the Customer Service Department. This pilot consisted of 9 MDTi and 1 handheld data terminal and CAD software which ran on an AT&T 3b2 mini computer. As a result of the successful pilot program. Customer Service in April 1989, distributed RFPs for hardware and combined hardware/software solutions. In July of the same year, PGW signed a contract with Kustom Electronics of Kansas City, Kansas to supply all necessary MDT hardware and PGWs Information Systems Department was selected to provide the CAD application software.

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