Providing Customer Service Excellence to Our Customers

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2018

The Chesterfield County Department of Utilities provides water service to more than 109,000 customers and wastewater service to more than 92,000 customers in the county. The 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. The department is divided into three divisions. The divisions are as follows: Finance and Administration, Development, and Operations and Maintenance. The Customer Operations group is under the Finance and Administration division. The Customer Operations group’s daily goal is to provide world-class customer service for every customer contact. Providing exceptional customer service is the foundation of our organization, which enables us to embrace the fundamental knowledge of quality, improvement, and excellence. Customer service guidelines serve as the structure for handling customer interactions, whether in the field reading meters or working service orders, over the telephone, or in-person assisting walk-in customers with payments or service needs. These customer service guidelines and standards set the parameters for us to continually improve service opportunities to our customers. These service opportunities are reviewed constantly to enhance how we do things and improve them on daily basis. Processes, procedures, and business practices are continuously revised to make sure that we are delivering world-class customer service to our customers. The vision for Chesterfield County is to be the recognized leader in government, the standard by which others measures their progress and success. Every employee has a personal devotion to excellence in public service and embraces the highest standards of ethics and integrity. Every citizen can take pride in knowing that the county provides the best customer service and finest quality of life available in any American community. Employees are committed to “provide world-class customer service.” We believe in the customer service standards that the county upholds. Employees want to serve beyond our customers’ expectations and customer service excellence every day by learning and pursuing continuous improvements. We accomplish this expectation by enabling our employees to deliver world-class customer service with every customer contact by establishing proven goals and measurements that provide a service-orientated organization.