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Description: W14-Proceedings
The Evolution of Customer Service at the Gwinnett County Department of Water Resources
Abstract
Since 2008, the Gwinnett County Department of Water Resources has utilized technology to increase efficiency and improve service levels to our approximately 240,000 water/sewer system customers. We have done this by (1) reorganizing our customer service work groups with a focus on each representative handling the customer from beginning to end, (2) increasing our customer online offerings for customer self-service, (3) automating system processes to reduce redundancy and increase efficiency, and (4) tracking key metrics to better identify additional opportunities and monitor our progress.
Since 2008, the Gwinnett County Department of Water Resources has utilized technology to increase efficiency and improve service levels to our approximately 240,000 water/sewer system customers. We have done this by (1) reorganizing our customer service work groups with a focus on each representative handling the customer from beginning to end, (2) increasing our customer online offerings for...
Author(s)
Alisha Voutas
SourceProceedings of the Water Environment Federation
Document typeConference Paper
PublisherWater Environment Federation
Print publication date Oct, 2014
ISSN1938-6478
DOI10.2175/193864714815929562
Volume / Issue2014 / 20
Content sourceWEFTEC
Copyright2014
Word count97

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