Enhancing Customer Service Through Technology, Flexibility, and Efficiency

About the Program

Category: County Administration and Management (Best in Category)

Year: 2013

The Chesterfield County Department of Utilities’ 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.To continue our emphasis on excellence in customer service, on May 2, 2011, the department implemented a new Customer Information System (CIS). In addition, Utilities went live with Infinity.Link (Online Self-Service), Infinity.Mobile (Mobile Service Order Management), and Infinity.Teleconnect (Interactive Voice Response) bolstering the customer relationship by providing various options for interacting with our department.Since July 2011, our challenge has been to focus on enhancing and upgrading the level of service that we provide our customers through advanced technology, system flexibility, and work efficiencies that offer customers improved customer satisfaction by providing new and enhanced services.This objective to improve and enhance customer service included: 1) Providing more customer interactions through multiple communication channels2) Improving business process service operations3) Improving customer service metricsBy applying these innovative customer service initiatives, the department has shown significant improvement in customer service options, processes, and results.