Case Study: Milwaukee Metropolitan Sewerage District (MMSD) achieves centralized, digitized workflows and improved cross-departmental efficiency with SysAid

Milwaukee Metropolitan Sewerage District (MMSD) - Customer Case Study

Milwaukee Metropolitan Sewerage District (MMSD) is the regional wastewater utility serving about one million people in the Greater Milwaukee area. Despite a long history of operational success, MMSD relied on disconnected systems and manual processes that prevented end-to-end visibility: IT only captured incidents, there was no centralized service management or asset overview, customers couldn’t update tickets, and trends or cross-departmental workflows couldn’t be tracked—undermining transparency and efficiency.

MMSD implemented SysAid and ITIL-based practices to centralize service management and digitize workflows for incidents, service requests, changes and problems, plus built-in asset management and a shared self-service portal used by multiple departments (e.g., Facilities, HR, Graphics). The rollout delivered centralized tracking, monthly incident reporting and trend detection, faster onboarding/offboarding, improved staff accountability and resource optimization, and set the stage for expanded CMDB and license/asset management.

Milwaukee Metropolitan Sewerage District (MMSD)

Scott Johanning

Director of Technology