HomeMy WebLinkAbout13, WS Technology Enhancements for Customer Service
Workshop Item # 13 April 16, 2014 CommunicationCustomer Service and Enhancements to Improve Report of Technological
Technological Enhancements 2 Utilize modern, cost effective work methods and equipment–Develop and implement high standards of customer service–District’s objectives and goals include:•meeting
customer demandProvide high quality water and electrical power services while –District’s Mission Statement includes:•Background / History
New Information Technological Enhancements 3 bill -E–Recurring credit card payments in lieu of deposits–Mini kiosk–Call Capture telephone interactive voice response (IVR)–Credit card
payments–Technological enhancements in past two years•
New Information Technological Enhancements 4 their personal banking softwareBill presentment that allows customers to view and pay their bill from –Fiserv –Technological enhancements
in past two years (cont’d)•
New Information Technological Enhancements 5 computer operating systemsDigital document archiving system to be compatible with newer –Document Vault–broken payment arrangementsEfficiently
monitors status of payment plans and quickly identifies –Payment arrangement tracking system–Technological enhancements in past two years (cont’d)•
New Information Technological Enhancements 6 usage, and moreline hub with access to billing, payments, rebates, water -stop on-One–Smart Hub (coming soon!)–Technological enhancements
in past two years (cont’d)•
7 Smart Hub Technological Enhancements
New Information Technological Enhancements 8 friendly web site at http://www.tdpud.org-User–Other technological enhancements•
New Information Technological Enhancements 9 Water usage tool–Other technological enhancements (cont’d)•
New Information Technological Enhancements 10 n I Social media accounts: Facebook, Twitter, Linked–Other technological enhancements (cont’d)•
New Information Technological Enhancements 11 line customer rebate site-On–Other technological enhancements (cont’d)•
New Information Technological Enhancements 12 Interactive display in the foyer–Other technological enhancements (cont’d)•
New Information Technological Enhancements 13 radio dispatch, and mobile devicesTelephone system interfaced with customer service software, –Other technological enhancements (cont’d)•
Fiscal Impact Technological Enhancements 14 Faster deposit times–Reduced paper billing–Reduced cash and check processing costs–Less staff time handling payments–offs (about $17,000 annual
savings)-Decreased write–than offset by:Annual credit card fees of approximately $8,000 is more •
Recommendation Technological Enhancements 15 Receive report and provide comments•