Charlotte County Utilities Department Transformation Initiative

About the Program

Category: County Administration and Management (Best in Category)

Year: 2016

The Charlotte County Utilities Department launched its Transformation Initiative in 2014 when consultant KPMG conducted an operational audit of the utility, which serves 56,000 water and sewer customers. The audit found 45 areas where the utility could improve customer service, enhance employee training, focus leaders on long-term strategy and save money. As of March 31, 2016, all but 14 of the recommendations had been addressed through process improvements, technology upgrades, strategic planning, training and employee retention programs. The remainder will be implemented by 2018. Among the improvements is a customer knowledge base that enables utility staff to answer virtually any utility-based question, ranging from billing to water quality. Software upgrades allow supervisors to monitor phone calls to ensure interactions with customers meet standards for timeliness, customer satisfaction and demeanor. The utility adopted Just-In-Time training for employees. Supervisors produce JIT videos of operating procedures. New software tests trainees as they progress and supervisors monitor the training in-person or online. KPMG identified $2.5 million in annual savings from the transformation, including eliminating manual processes and duplicative efforts and allowing the department to reallocate labor costs.