AWWA IMTECH64726

This slide presentation outlines an effort to improve customer service at the Charlotte-Mecklenburg Utilities. The organizational goal was to increase customer satisfaction and reduce service delivery cost, and improve inefficient processes related to scheduling, distributing, working, and closing high volume service orders. The presentation outlines Courtesy Notify, a system that automatically notifies delinquent customers; Speedpay, a method to send payment through a call to Western Union; Field Service Suite, an Automated Service Delivery; Accurint, a government information database that provides information about customers; and Language Line, used with non-English speaking callers. Includes figures.