Donald L. Schlenger, Ph.D.
Don Schlenger is a customer service technology and processes expert with more than 30 years’ experience in utility management and consulting. He is an internationally recognized expert in AMR/AMI, and was responsible for creating one of the world’s first large-scale deployments. A former utility executive, he founded and served as the first President and Executive Director of the Utilimetrics, and has served as a Board Trustee. For the American Water Works Association, Dr. Schlenger has chaired the Customer Service Committee and the Customer Metering Practices Committee, served as a Research Division Trustee, and as a member of the Technical and Educational Council. Don has taught courses on project management and AMR/AMI for water utilities, and has conducted day-long seminars at AWWA’ s Annual Conference and Exposition on AMR, customer service and mobile computing.
Don was principal investigator of the Water Research Foundation study entitled “Advanced Metering Infrastructure – Best Practices for Selection, Acquisition and Implementation.” He has managed customer service process redesign projects, and worked on CIS acquisitions. Don has prepared information technology master plans and competitiveness assessments for several utilities.
Other areas of Don’s expertise include economic and financial analysis, strategic planning, demand forecasting, and business process reengineering. He has managed conservation projects, rate design studies, environmental impact assessments, customer surveys, and market studies.
Don holds a Masters in Environmental Engineering from Johns Hopkins University and a Ph.D. in Environmental Sciences and Engineering from the University of North Carolina.
Linda Vaughn, CSPM, PMP
With more than 30 years’ experience in utility management and consulting, Linda Vaughn is a recognized subject matter expert in customer service, assisting utilities in customer service personnel development and process analysis and improvement. Her other areas of expertise include customer communications, public education and outreach, project management, strategic planning, team building/coaching, conflict resolution, change management and customer/employee satisfaction surveys.
Linda was instrumental in establishing the AWWA Customer Service Committee and served as its first chair. She is one of a limited number of AWWA approved trainers for the AWWA Customer Service Representative Certification Program and has trained utility employees in Illinois, Pennsylvania, Kentucky, Tennessee and North Carolina. In addition, Linda chairs the AWWA committee responsible for writing the current AWWA G420 – Communications and Customer Relations Standard. She has served on the AWWA Public Affairs Council and Standards Committees in addition to service to the NC AWWA-WEA.
Linda’s practice often focuses on projects with an objective of conflict resolution, team building, and creating a positive work environment. Using tools such as Myers-Briggs and the Conflict-Dynamic Profile, Linda has helped client employees learn about and better understand their own preferences and communication style, which in turn improves interpersonal relations and organizational effectiveness.
Linda has designed instructional and presented programs on communications and customer service as well as facilitated customer service improvement projects for numerous utilities, including Greensboro (NC) Water Resources, Charlotte-Mecklenburg (NC) Utilities, Roanoke Rapids (NC) Sanitary District, Castle Rock (CO) Utilities, the City of Durham (NC), and the Orange County (NC) Water and Sewer Authority.
Linda is a graduate of the University of North Carolina, and holds a Master in Liberal Studies from Duke University.
Kevin O’Connor has 40 years’ experience delivering technology solutions in the energy and water industries, the last 15 years as a program/project manager implementing metering, meter reading, and meter data integration solutions for water, electric, and gas utilities. Kevin recently managed the implementation the 425,000-meter AMI project at Cleveland Water, which included fixed network deployment, an MDMS and interfaces to the CIS. He also oversaw a 165,000-meter AMI deployment for Detroit Water. Kevin’s areas of expertise include program management, preparing and negotiating project scope, project budgeting and scheduling, project coordination and logistics, quality control and risk management, business process change management, establishing professional services teams and managing subcontractors.
Kevin has worked for a major metering and software technology company as well as enterprise energy management and consulting firms. Kevin has a solid foundation in management, strategic and tactical planning, project and program management, and multi-disciplinary stakeholder collaboration at all levels.
Kevin holds a B.S. in Chemical Engineering from Bucknell University and an MBA in Management from Case Western Reserve University.
With more than 35 years’ experience as a consultant and sales professional in AMI technology and AMI design, Bill Baumann is a recognized expert in AMR/AMI deployments. His expertise lies in water utilities and customer service technologies with a specialization in metering solutions. His other areas of expertise include strategic planning, economic and financial analysis and project management.
Bill has provided assistance and solutions to water, gas and electric utilities in the areas of infrastructure planning and advanced metering technology for more than 30 years. Bill has written specifications for pipes, valves and hydrants for the Clow Corporation. At Rockwell International/Sensus, he was involved in specifying and selling water meters and AMR solutions. At Mueller Systems, he helped revitalize the Hersey Meter brand. At Aclara, Bill promoted the STAR fixed network AMI technology while competitors were still focused on drive-by solutions. Bill continues to provide utilities with conservative solutions for complex reading, billing and customer service problems.
Bill is past President of the Mid-Central Water Works Association, and a life member of AWWA and the Illinois Section.
Bill has a Bachelor’s degree in business from Quincy University.