Enhancing the Leak Adjustment Program Through Positive Communication

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2018

In November 2016, Chesterfield County’s Department of Utilities’ Finance and Administration group initiated an employee Performance Action Team (PAT) to address issues pertaining to the leak-adjustment process. The issues centered around the notification of leak investigations and responses to customers. We improved the current program by notifying customers by letter regarding the outcome of leak investigations regardless of the outcome. In addition, we outlined a clear set of steps for customers to request a leak adjustment, and we developed a leak adjustment form for customers to submit for their request. Six letters were developed regarding the approval or denial of the customer’s leak adjustment request. The notification to the customers were modified to ensure customers were notified expeditiously of the outcome of their leak adjustment request. The PAT recommended that the new letters provide a softer tone in response to the customer’s request. The PAT ensured the letters included an explanation of why the request was approved or denied. The team highly recommended that the result of the investigation be explained in the most positive manner as possible. The main objective was to improve and enhance our customer service level to provide a positive interaction with our customers, improve our business process, and improve our customer service metrics. The PAT was very conscious that we implement our new process in a positive manner so that customers would have a better understanding of our leak adjustment policy.