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This paper discusses integrating legacy, best-of-breed commercial-off-the-shelf, and enterprise resource planning (ERP) systems together. The old mantra of tightly coupling systems together to achieve integration is fragile in the face of change. Utilities understand the need to increase productivity and decrease costs, but most are daunted by the prospect of attempting to streamline even the simplest end-to-end business process. With the right approach, department members don't have to be traumatized by the transition. This paper discusses the approach of loosely coupling systems together to achieve end-to-end business process integration that is more robust in a dynamic business environment. This paper describes how The City of San Diego Water Department is integrating its new service and maintenance business processes using a flexible service oriented architecture. Includes figures. See more