Optimizing Performance Measures to Enhance Our Business Practices and Maintain Excellent Customer Service

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2015

The Chesterfield County Department of Utilities is committed to being recognized by our customers, employees, county administration, regulatory agencies, and utilities industry as a leader in providing excellent water and wastewater services. Our established goals relate to quality products and services, financial stability, exceptional customer service, and a positive work environment which help us achieve and maintain our strategy of satisfaction for every customer that requires our services. We provide services to 104,447 water customers and 88,122 wastewater customers in the county. Our customers are our asset, without them, we will not thrive and be successful. The Utilities Finance & Administration Customer Operations group has a performance plan that illustrates how well we meet our goals and objectives by tracking our performance measurements every month. Our employees are experienced, well-trained, and focused on providing the best customer service to the citizens of Chesterfield County. We identify our goals, actions needed for improvements, track and monitor results, and reward employees for their success in meeting goals. Each employee in Utilities Finance & Administration Customer Operations Group takes pride in their work Our performance plan indicates where improvements can be made to ensure we meet our full potential for the services we provide to our customers. On June 1, 2012, we developed a plan of action to optimize and improve our policies and procedures to enhance our business practices. With our new program, our performance measurements, goals, policies, and procedures are reviewed annually in June to ensure that our goals and measurements are attainable and changed if needed. We developed six new policies and procedures since we implemented this program and revised old ones into the new template developed by the department. Our goal is to meet all our performance measures, build our strengths and recognize our weaknesses.