Customer Service

Communications collage

Objective 9: Enhance Communications and 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.

Specific Responses

  Champion Action Items Timing
1.    Work with City on enhancing customer service, beginning           with identifying and refining standards that define the                 service experience. _________________ ______________________
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2.    Tie communication priorities to those developed in each             Strategic Objective in this Plan. Lisa Deem Strategic Plan webpages posted. May 5, 2020
3.    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. Lisa Deem Coordinate a planned outreach for construction projects, notices for service outages. Use Facebook and NextDoor apps to reach specific audiences. As needed
4.    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.      
5.    Continue to improve investment proposals, making them           clear and compelling.      
6.    Develop stronger information and messages on critical               water issues, for example climate change, supply                         reliability, and rates affordability.      

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