This slide presentation outlines methods utilities will have to use to prepare for a coming productivity revolution in customer service. Factors driving this revolution include: less resources available; financial clouds;
tremendous potential in technology to
enhance service and improve productivity; and,
privatization and outsourcing. Water utilities will be forced to
do more with less due to factors that include:
demands for capital for infrastructure,
security, water quality regulations, etc.;
potentially lower revenues in a slowing/
inflating economy;
changing demographics will cause lower tax revenues
from retirees, greater demand for services;
multi-cultural requirements;
potential pension crises for some cities;
tightening labor pool; and, unpopular
rate increases. The presentation lists elements of a technology foundation needed for major
productivity improvement that include:
communications bandwidth
and universal availability;
data storage;
geo-positioning; Internet;
"Server-less" software;
distributed computing;
Protocols: electronic
payment, data exchange, etc. Further topics outlined include: call center operations revolutionized by technology; automatic meter reading; Customer Information (Billing)
Systems will support self-service; much of the customer
service functions will become self-service and increasingly outsourced or privatized; three scenarios for Future Water
Utility Customer Service are outlined - traditional (status quo) approach, privatization/outsourcing approach, and automation approach; the changing nature of customer satisfaction; and, a customer service strategic plan that will prepare for the coming wave. Includes figures.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 1.5 MB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 27 |
| Published : | 03/01/2007 |
