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In addition to providing safe,
high-quality water at one of the lowest rates
in the state, the Authority also reaches out
to its customers to provide them important
information about the services it offers.
Customer service representatives are well
trained to handle both billing and service
calls, resulting in informed and prompt
responses to customer inquiries. Last year,
Authority representatives handled 73,186
calls, processed 39,331 work orders and
serviced 2,246 walk-in customers.
Customer service representatives are also
responsible for preparing and mailing bills
and postcards for meter readings for more
than 136,478 active accounts. Last year, the
Authority distributed 1,023,758 water bills
and read-by-mail postcards. This number was
significantly higher than the previous year
due to an increase in the Authority's
customer base. In addition, Customer Service
processes all payments and administers
collection procedures. The Authority's
collection rate was 99.7 percent last year.
This rate is one of the highest collection
rates of any local utility.
The Authority also continued its efforts
to educate customers about its operations and
water quality issues.
The Public Affairs office mailed thousands
of information brochures, conducted plant
tours and responded to inquiries from
students, teachers, customers, public
officials, civic organizations and the
media.
Public Affairs also participated in
several community events, managed the
Authority's first-ever telephone customer
survey and prepared public service messages
for local radio and television programs.
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