Information Technology Division which operates within the authority of the Additional General Manager (Corporate Services) is responsible for IT Systems and Solutions of the NWSDB. The division is operated under the overall supervision and authority of the Deputy General Manager (Information Technology) with 2 Assistant General Managers dedicated to two different subject areas; Infrastructure Services and Application Development.

With due recognition of the fact that Information Technology is one of the most effective tools in improving operational efficiency, quality of services and productivity of the organization, NWSDB has taken various steps to enhance the IT Infrastructure and Solutions to suit the needs of the organization while keeping in phase with the latest trends in the industry.

While maintaining the existing IT Infrastructure in sound and healthy condition to ensure uninterrupted and reliable operation of critical business solutions in optimum performance level, continuous upgrading of the IT Infrastructure was one of the Major tasks of the IT Division during the year. Some of these activities included expansion of IP VPN to cover new and important locations such as stores, OIC Offices, Treatment Plants etc. As a cost effective methodology for wide area connectivity, Remote VPN facility was introduced to many new locations e.g. Sewerage Offices, OIC Offices etc. New servers added to enhance the capacity and performance levels considering the increasing demands of IT solution usage. It has been planned to convert the existing Server Room infrastructure to a more modernized, sophisticated it infrastructure base on virtualization concepts. Preliminary assessment of possibility of utilization of cloud computing for the organization in future was done.

IT Division engaged in implementing software modules of the Enterprise-wide IT Solution at island wide locations. The priority was given to the Implementation of Inventory Management System (IMS) to computerize the island wide stores network, Human Resources Management System (HRM) to computerize the activities of the HRM Division. Implementation works continued in other modules at lower priority level.

As a regular activity, IT Division engaged in developing and implementing software solutions considering urgent needs of the organization such as Document Management, Water Quality Monitoring, Online Customer Services, Personnel File Management, Engineering Drawing Management etc. In addition, IT Division involved actively in developing a sophisticated solution for handling public grievances for the use of public institutions in Sri Lanka. This solution was developed by IT Division of NWSDB for the requirements of the Ministry of Public Management Reforms in collaboration with Information and Communication Technology Agency of Sri Lanka. This system demonstrates the commitment of IT Division for national level computerization efforts and implementation of e-Government concepts for improvement of government activities through effective usage of ICT.

During the year 2013, IT Division enhanced the call center operations through an open source call management solution with facilities for Interactive Voice Response (IVR), Call Recording, Call Queue Management, Operation Monitoring etc. as a web based online solution. This system has significantly improved the call center operations base on toll-free 1939 hotline facility.

Having shown a remarkable progress in its activities in year 2013, IT Division has submitted several major ICT proposals to the senior management for further improvement of ICT Infrastructure and implement new solutions to enhance the ICT status of the organization. It is expected to improve the usage of Geographic Information System (GIS) for daily operations, use of a comprehensive decision support system for management decision making process, implementing an online centralized commercial billing system, implementing a project management and progress monitoring system etc. when appropriate funding is available.