AWWA ACE58160

Within every utility lies a multitude of conduits for communicating with customers, with anassociated risk level for internal cross communications and external mixed messages.Recognizing this risk, Las Virgenes Municipal Water District revamped its internalstructure with an eye toward greater clarity and consistency in customer-relatedcommunications.Looking from the viewpoint of the people being served, rather than from the perspectiveof organizational tradition or structure, the utility quickly identified the need for and pathto an enhanced communications structure. Escaping traditional bureaucratic "silos" andseparation of field and office functions, the utility combined the functions of PublicOutreach, Office Customer Service, Billing, Meter Reading and Field Customer Serviceinto a single department.With nearly five years experience under the new design, the district has worked throughresistance to change, hurdles in meshing different working cultures, development ofcross-functional team spirit, and consistency in communications to customers.Customers have confirmed the success of this new approach through their ratings andcomments in response to an ongoing survey of Customer Satisfaction. Includes figures.

Product Details

Edition:

Vol. - No.

Published:

06/15/2003

Number of Pages:

9

File Size:

1 file , 230 KB