Within every utility lies a multitude of conduits for communicating with customers, with an
associated risk level for internal cross communications and external mixed messages.
Recognizing this risk, Las Virgenes Municipal Water District revamped its internal
structure with an eye toward greater clarity and consistency in customer-related
communications.
Looking from the viewpoint of the people being served, rather than from the perspective
of organizational tradition or structure, the utility quickly identified the need for and path
to an enhanced communications structure. Escaping traditional bureaucratic "silos" and
separation of field and office functions, the utility combined the functions of Public
Outreach, Office Customer Service, Billing, Meter Reading and Field Customer Service
into a single department.
With nearly five years experience under the new design, the district has worked through
resistance to change, hurdles in meshing different working cultures, development of
cross-functional team spirit, and consistency in communications to customers.
Customers have confirmed the success of this new approach through their ratings and
comments in response to an ongoing survey of Customer Satisfaction. Includes figures.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 230 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 9 |
| Published : | 06/15/2003 |
