HomeMy WebLinkAbout05/01/2012 00 Misc Distributed at the Meeting Distributed t t e
Meeting
just for the fun of it!
ut • l • t B • il • g
Yakima City Hall Lobby
Stop by anytime on
Thursday, May 10
8:30 - 5:00
Meet the staff, have a treat and
ask all your utility related questions!
Utility Services Division
Customer Service Improvements
January — April 2012
Meter reading and field services
Transfer of Water Service Specialists to Water — provides closer supervision and greater
service capabilities due to the ability to fill in with Waterworks Specialists
Customer Service
Considering contract mailing services
Improved lobby coverage at key times — improved traffic flow & signage
Started an office hygiene program to increase health & decrease absenteeism
Verifying / updating customer contact info on each contact
Counseling customers on billing options
Eliminated first past due notice
Improved returned mail account research
Training / cross training
Cross training for billing
Cross training at Wastewater
Cross training for Nob Hill Water accounts
Cross training for delinquent accounts
Cross training for lead casher
Two USRs attended AWWA Customer Service Training, Module 1 in April
Making plans to start full annual duty rotation this summer
Motivations
Goal setting - short and long term goals and a measurement process
Weekly motivational contest
Open House for internal customers scheduled for May 10
Working on Customer Appreciation Day
Working to improve internal communications, accountability and ownership