AWWA ACE58160

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.