AWWA IMTECH64716

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.