Professional Documents
Culture Documents
DeKalb County Water Billing Presentation
DeKalb County Water Billing Presentation
Agenda
* Issues
* Call Center Staffing
* Moratorium & Audit
* Consumption Reports
* Veolia
* Initiatives
* Satellite Locations
* Automated Payment Line
* Communication Campaign
* Next Steps
DeKalb
County,
Georgia
2
Department
of
Finance
Issues
* Customer phone calls not answered at call center
* Long Wait/Hold Times
* Dropped Calls
ABN Rate
35%
30%
20000
25%
15000
20%
15%
10000
5000
Total
Calls
ABN
Rate
10%
5%
0%
Data
shows:
These two
indicators should
trend similarly but
are divergent
Reasons for
divergence calls
for more research:
Ineffective
resource
mgmt;
Outside
interference
affecting call
center ops
Consumption Reports
* Sent to all Individual Customer Accounts (commercial
and residential)
* Commercial- Monthly Billing
* Residential Varies (monthly and bimonthly)
Onboarding Veolia
* Veolia, a globally-recognized in water services, engaged with
the customer service group the week of November 3
* Veolia will present monthly milestone metrics to the steering
committee and the Board of Commissioners
* The tasks of the Veolia team include
* Redesign the currently-used Interactive Voice Response system
(IVR) to reduce call durations and improve self-serve options
* Work with IT and the billing software vendor to improve that
systems response time
* Spearhead the invoice redesign and internal bill image access
Initiative: Communication
Campaign
* Town Hall Presentations.
* In addition to the seminars at the Neighborhood Summit
on November 1, various DeKalb County commissioners
have invited the Department of Finance to present on
the improvements to the water billing process
* Feedback from the town hall meetings and
Neighborhood Summit shows residents are receptive to
the new satellite payment locations and have
experienced an improvement in customer service
DeKalb
County,
Georgia
13
Department
of
Finance
Initiative: Communication
Campaign
* Other Communications.
* Significant communications strategy has been underway
to complement operations. Including:
* Updated list of customer frequently-asked questions
* Proactively issuing a press release, detailing
improvements to-date, as well as a forward-looking plan of
action for county residents
Questions