Customer Service
Objective 9: Enhance Communications & Customer Service
Relevant Standards
- Build a strong reputation, maintaining trust and support from the community
- Provide exceptional customer service based on clearly defined standards
- Encourage meaningful public participation in the Division’s decision-making processes
- Make it easy for people to be substantively informed about critical water issues in Flagstaff
- Base communication content and outreach activities on clearly defined standards
Background
The Division is charged with providing reliable water services and exceptional customer service. Both of these require appropriate investment in resources and infrastructure. Securing this investment requires that the Division be trusted related to its operations, planning, and investment proposals.
Challenge/Opportunity
As technical organizations, many utilities struggle with defining the most effective and efficient way to communicate with policy makers, employees, and the community. Shared information is often too technical, and communication activities are often not tied to specific standards or outcomes. Customer service can be enhanced by developing standards that define a service experience we all would want.
Timing Concerns
Climate change is accelerating, resulting in increased uncertainty in water supply issues, indicating more aggressive planning and communications should begin now.
Water Services Strategic Plan 2025 | ||||
Objective 9: Enhance Communications and Customer Service | Reporting Period: January - June 2021 | Reporting Period: July-December 2021 |
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Specific Responses | Champion & TEAM | Accomplishments | Accomplishments | Next Steps |
Work with City on enhancing customer service, beginning with identifying and refining standards that define the service experience |
Customer Service Manager | Contracted with software vendor to provide point-of- service payment and access at load out stations. | Aided need-based customer with connections to utility- assistance programs, reducing delinquent and shutoff notices. | Enhanced services - load out station and customer access to meter info. |
Tie communication priorities to those developed in each Strategic Objective in this Plan. | Management Analyst | 1. Working with Sections, beginning with Stormwater, to provide communications on Rio de Flag Flood Control Project. 2. Creating separate webpages for high profile/impact construction projects, with information updated regularly, especially street closures, etc. 3. Working on the Wastewater Story, to educate and identify future needs. | Created a flood page, with useful information and resources. | 1. Working with Sections, beginning with Stormwater, to provide communications on Rio de Flag Flood Control Project. 2. Creating separate webpages for high profile/impact construction projects, with information updated regularly, especially street closures, etc. |
Develop communication standards that address customer communications, specifically water-use efficiency, emergencies, planned service outages, and neighborhood construction. These standards should also address what it means for people to be substantively informed. | Management Analyst, Water Conservation Manager | 1. Used NextDoor and social media to inform residents of road closures due to repairs on three occasions. 2. Develop emergency communication standards and procedures 3. Contracted for a non-revenue water loss audit to identify losses and improve efficiencies. | Created a policy to notify customers of a spike in water use. Sent water check up packets by mail, with a $10 bill credit for customers who followed up. | 1.Working with GIS to create a working paragon model for focused neighborhood emergency notification tied to Customer billing database, for email notification 2. Develop a regular spotlight on a Section or Employee, highlighting their job duties - for internal and external |
Continue Division efforts to provide brief and meaningful information to employees, policy makers, and the community that makes it easy to be substantively informed about water issues. Use this information to build stronger community relationships. | Management Analyst, Public Information Officer, Water Services Communications Team | 1. Retained consistent blog and news messaging throughout the period. 2. Customer Service promoted existing programs/charities to help customers pay their utility bills 3. Monthly report to City Manager and Council is also being distributed to Water Services employees | Monthly blogs and reports shared with the public and all staff. | Notify customers of available enhancements- load out station upgrades, usage tracking |
Continue to improve investment proposals, making them clear and compelling | Management Analyst, Water Services Communications Team | Compelling arguments made for needed investments | Shared the Wastewater Story with City Council, raising awareness of capacity needs. Shared the Stormwater Story with City Council, raising awareness of immediate stormwater needs. | Bringing our Wastewater and Stormwater story to the Citizen Bond Committee. Wrtiting grants with a clear, compelling argument |
Develop stronger information and messages on critical water issues, for example climate change, supply reliability, and rates affordability | Management Analyst | Monsoon preparedness messaging, flooding/rain gauge information, periodic posts on the impact of climate change. | Reached out to assist residents with flood mitigation efforts, linking to services. Shared infrastructure needs with policy makers. |
Preparing an outreach campaign for rate study and floodproofing |
| Water Services Strategic Plan 2025 | 2020 Accomplishments | |||
| Objective 9: Enhance Communications and Customer Service | Reporting Period: January-June 2020 | Reporting Period: July-December 2020 | ||
| Specific Responses | Champion & TEAM | Accomplishments | Accomplishments | Next Steps |
| Work with City on enhancing customer service, beginning with identifying and refining standards that define the service experience | Customer Service Manager | Standard Procedure templates created for Customer Service | Enhanced services - load out station and customer access to meter info. | |
| Tie communication priorities to those developed in each Strategic Objective in this Plan. | Management Analyst | Strategic Plan webpage created. Updated semi-annually | 1. Monthly updates to Rio De Flag Flood Control Project, promoted infrastructure improvements and maintenance at facilities 2. Created webpages for high profile construction projects in coordination with Community Development | 1. Working with Sections, beginning with Stormwater, to provide communications on Rio de Flag Flood Control Project. 2. Creating separate webpages for high profile/impact construction projects, with information updated regularly, especially street closures, etc. |
| Develop communication standards that address customer communications, specifically water-use efficiency, emergencies, planned service outages, and neighborhood construction. These standards should also address what it means for people to be substantively informed. | Mnagement Analyst, Water Conservation Manager | Customer Service created standard procedures for call handling. Coordinated a planned outreach for construction projects, notices for service outages. Use facebook and NextDoor apps to reach specific audiences. | Use of social media to relay service interruptions, road work related to water work. | 1.Working with GIS to create a working paragon model for focused neighborhood emergency notification tied to Customer billing database, for email notification |
| Continue Division efforts to provide brief and meaningful information to employees, policy makers, and the community that makes it easy to be substantively informed about water issues. Use this information to build stronger community relationships. | Management Analyst, Public Information Officer, Water Services Communications Team | Created standard procedures for management of blogs and news pieces. | Consistent,monthly blogs on critical capital infrastrucutre | Notify customers of available enhancements- load out station upgrades, usage tracking |
| Continue to improve investment proposals, making them clear and compelling | Management Analyst, Water Services Communications Team | Coordinate and communicate with Project Managers on Water projects throughout the city. Update Rio de Flag website with current information. Create blogs on current construction projects | Working with Sections, to develop the compelling argument format for infrastructure needs in each area. | |
| Develop stronger information and messages on critical water issues, for example climate change, supply reliability, and rates affordability | Management Analyst | Water Talk and Water Reliability Today , blogs and news pieces. | Reclaimed Water stakeholder Committee reviewed reclaimed water as a resources, and identified standards, for future policy making | Identify communications guidelines for rate notices, code changes. Develop emergency communication standards and procedures |