AWWA JOINT53582

Responding to the new paradigm of customer service, Las Virgenes MunicipalWater District (LVMWD) has revamped its approach to communicating with the people it serves and restructured the organization behind these communications. These changes were driven by the district's willingness to take a fresh look at customer service, its commitment to assess customer service from the viewpoint of those being served, and its readiness to escape the bonds of traditional bureaucratic lines. As a result, LVMWD has forged a new organizational structure, which combines the field, office and public affairs aspects of customer contact. The success of this new format is demonstrated by positive customer ratings in an ongoing customer survey specifically targeted to services rendered. Includes figures.