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05/01/2012 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