San Diego's Public Utilities Department has made significant strides in improving customer service by drastically reducing wait times and addressing a backlog of held water bills. This comes after months of reporting by ABC 10News highlighted the challenges faced by residents and property managers.
Key Improvements Implemented
- Technology Upgrades: The department has introduced an Amazon Connect system to handle calls more efficiently.
- Staff Training: Enhanced training programs have been put in place to better serve customers.
- Reduced Wait Times: Customer wait times at the call center have been cut by 92%, now averaging just 1 minute and 9 seconds.
- Billing Backlog: The backlog of held bills has been reduced from nearly 25,000 to just over 2,400, with 98% now held for less than six months.
Resident Experiences
Residents like Robin Gunning, a property manager, and Shawna McClure, a Bay Park resident, shared their frustrations with the previous system. McClure even resorted to timing showers to manage a $1,600 water bill.
Ongoing Efforts
While the department has made remarkable progress, officials emphasize the need for continuous improvement. "We really have to have this continuous improvement mindset," said Michelle Costello from San Diego's Public Utilities Department.
Comments
Join Our Community
Sign up to share your thoughts, engage with others, and become part of our growing community.
No comments yet
Be the first to share your thoughts and start the conversation!