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AWWA JOINT53587
- Passport to Excellence: Providing Seamless Customer Service Through a Utility System Call Center
- Conference Proceeding by American Water Works Association, 01/01/2001
- Publisher: AWWA
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The Environmental Services Business Center (ESBC), an agency of County Governmentin Sarasota, Florida, is one of eight business centers charged with conductingbusiness for Sarasota County Government, under the umbrella of the Board ofCounty Commissioners. ESBC empowered a team of utility employees to review thelengthy list of telephone numbers citizens were using to seek information aboututility system services, and tasked them with developing a streamlined approachfor customers to contact utilities staff. This paper discusses the development ofa centralized Call Center that was created from this effort. Includes figure.
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