Building Trust With Customers

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2014

The Chesterfield County Utilities Department’s mission is to provide the highest quality water and wastewater services that meet or exceed the needs and expectations of our present and future customers. The department is a public utility that is committed to using state of-the-art technology to deliver the highest quality customer service to our customers. It provides service to 103,000 water customers and 86,000 wastewater customers in the county. The department has a long-standing commitment to financial excellence highlighted by earning its triple AAA credit rating from the top three rating agencies in 2002 and maintaining it through today. This credit rating is an honor that is earned by only a few utilities in the nation. Providing exceptional customer service is one of the basic principles of Chesterfield County and the department in the quest for excellence. As an employee for the department, the daily contacts I make with our utilities customers reflects upon the county’s commitment to providing a FIRST CHOICE community through excellence in public service. The first priority is to provide an environment where trust is valued. Utilities customer service employees thrive in giving excellent customer service that our customers deserve by constant improvement of our processes. On July 1, 2013, the utilities department implemented the deposit and new customer service order programs. We made changes to be efficient in all the things we do. Building trust with our customers became the top of our priority in our everyday duties. Our long-term goal is to implement new processes to grow as an organization with innovation in mind, to be efficient and develop a trusting relationship with our customers. We want our customers to know that we are here for them. It is a win-win situation.