b'SECTION II - SECTION II -KEY PRIORITIES AND RECOMMENDATIONS KEY PRIORITIES AND RECOMMENDATIONSService DeliveryEmployees have expressed a desire for faster54. Make improvements in customer adaptation of new technologies and revenueservice. The Customer Service team Delivering services to customers is central toOperational Efficiencies - Increase the efficiencygeneration or savings from these projects, inand interactions with customers informed WSSC Waters mission, but accomplishingof all operations based on best practices andkeeping with our goal to be innovative.several measures for improving increasing bill that mission requires delivering exceptionalprocess improvement mechanisms. Improvepayment limits to allow single transactions, service internally, too. This priority speaks tocontract lifecycle management to ensureA moratorium on enhancements to the Oraclereducing call wait times by implementing improving the experience of internal and externaldeliverables and materials are provided on time,Utilities Suite has delayed system improvementsstrategies to reduce call volume and improve stakeholders and addressing circumstanceson budget and within scope. and planning for necessary system upgrades,customer facing self service options on-line. impacting their trust in WSSC Water.which will lead to increased licensing andImprove IVR prompts and functionality Service Levels for internal and external servicemaintenance costs. An inability to addressto allow customers access to self-service Focus AreasdeliveryAdhere to internal service andrequired maintenance upgrades and identifiedoptions over the phone. Additionally,customer satisfaction benchmarks using aenhancements has an adverse impact on theensure appropriate Customer Service Stakeholder Engagement & Communications:performance and accountability process forperformance of the Customer Service and UtilityCenter staffing based on workload. Ensure Ensure stakeholders are engaged in decision- monitoring, measuring and improving.AlignServices departments and ultimately impacts theirfield crews and meter readers are aware making and provided efficient communications.resources to deliver on service levelability to efficiently serve our customers. of WSSC Waters customer assistance Ensure customer, government agency andcommitments to customers.programs. Support the overall metering and partner organization feedback is considered.Many large- and small-scale operations could bebilling processes and create more positive Communicate results and levels of performanceInsightsmore efficient at WSSC Water. A systematiccustomer interactions, including expanding as well as follow up when necessary. approach to identify operational improvementscustomer assistance programming. In the recent past, implementation of a large- and ensure their implementation is needed.55. Engage and inform customers, Customer ExperienceEnsure the interaction withscale project and subsequent impacts onWe received feedback from multiple sourcesemployees and stakeholders. Restart WSSC Water is positive, including respondingcustomers, growing workloads on customerrelated to improving operational efficiencies foropen-house visits for community members promptly and fully to customer concerns. Part ofservice teams and other factors impacted trustinternal service delivery which will in turn allowand employees at WSSC Water facilities.a positive experience is charging a fair price basedin WSSC Water. Our response has been toour customer-facing teams to provide excellentContinue livestream events for internal and on the cost of providing services. prioritize improving service delivery and changingservice to our 1.9 million customers. external audiences.Participate in County/negative perceptions. Council/community-led events.MeteringImprove WSSC Waters meteringRecommendations56. Better educate customers on the infrastructure to ensure customers receiveExcellent service delivery is the most integral partvalue of water. Partner with local schools accurate bills based on actual meter readings.of maintaining strong relationships with internalFocus on restoring trust,and other stakeholders to educate and Transition to metering infrastructure that allowsand external stakeholders and customers. improving the customerpromote the importance of our watersheds customers to receive monthly billing and nearImproving service delivery and the customers(i.e., Childrens Water Festival) and the value real-time data that empowers them to monitorexperience through every customer touchpoint isexperienceof water in general.their water usage and avoid high bills due to leaksalso vital to restoring trust.Where our external service delivery is57. Better educate customers about while aiding in reducing water loss and increasingconcerned, there is also a need to rebuild trust,reasons for high bills, including leaks. revenue capture under existing rates.Our customers ability to connect with WSSCparticularly in our ability to deliver on large- Provide proactive education on the impact Water promptly is critical to their ability toscale projects, around our billing system andof toilet and other leaks on bills and how to Billing and Revenue CollectionMake paying billsresolve concerns and experience a positiveprocesses, and providing responsive levels ofregularly check for leaks.easy by billing monthly and addressing issuesinteraction. In addition, customers need toservice that meet customer expectations. promptly; developing strategies for collectionsunderstand the programs available to them andImprove stakeholder engagement that puts connecting customers in need withthe steps necessary for acquiring assistance. 51. Conduct third-party assessment. Theand communications based on available assistance funding.There is also a need for stakeholders toGeneral Manager has committed to having clearly understand processes and policies thata third-party assess the billing system andfeedback from our Commissioners, Financial Assistance and Alternative Fundinggovern our interactions and the services beingprocesses to identify any anomalies andcustomers and stakeholders, AccessEnsure there are methods to facilitatedelivered. Employees have expressed the needoperationalize necessary improvements. including council members and customers ability to set up a payment plan andfor consistent two-way communication and a52. Implement a project stat process.county representatives seek alternative funding sources for repairstargeted approach to engaging with employees inAs part of the focus on performance and (to avoid collections). Enhance and expanda manner that best supports their job functions. accountability, a process is being developed58. Improve communications and WSSC Waters financial assistance programsto monitor the delivery of project portfoliosoutreach with external stakeholders and educate the public on the value of WSSCAs technology continues to evolve and theacross WSSC Water. and customers. Ensure timely, accurate, Waters services and how to access ourwater sector continues to adopt smart water53. Improve metering, billing andcaring, consistent and transparent customer programs. approaches that aid in improving the customercollections policies. Proactivelycommunications across all external experience, WSSC Water, as a top utility, shouldcommunicate WSSC Waters policies forplatforms. Ensure policy and procedure be in a position to leverage those opportunities.metering, billing and collections.Reviewchanges are communicated regularly through regulations and propose changes that willvarious communications modes. facilitate improved service delivery.20 WSSC Water 2023 Transition Report WSSC Water 2023 Transition Report 21'