Las Vegas Water District Receives Customer Service Awards
Send Via E-MailLAS VEGAS, NV - June 22, 2011 - WastewaterPR.com - CS Week, a global organization that provides customer-service education for utility companies, honored the LVVWD with its Innovation in Customer Service Level II Award, spotlighting the District’s successful replacement of its previous on-line bill payment system.
The Las Vegas Valley Water District’s (LVVWD) Customer Services Division recently earned a pair of prestigious awards recognizing innovations and resourcefulness in customer-service operations.
CS Week, a global organization that provides customer-service education for utility companies, honored the LVVWD with its Innovation in Customer Service Level II Award, spotlighting the District’s successful replacement of its previous on-line bill payment system.
The new system, launched in March 2010, expanded the self-service options available to customers. On-line services helped streamline Customer Services by reducing some of the division’s incoming phone volume and lobby traffic.
Within 10 months of the system’s launch, web payments increased by 3 percent, payments at satellite pay stations rose by 9 percent, and automatic transfers jumped by 31 percent. Meanwhile, face-to-face transactions dropped by 14 percent.
“This project was unique, and critical to our operations, because we needed to launch a new system only nine weeks after we received notification that the old system was being discontinued,” said Customer Services Manager Alisa Mann.
The LVVWD had to implement the new system within 60 days after its previous provider announced it was ceasing services to the District. “Despite the tight deadline,” Mann said, “we maintained a consistent level of service, improved on-line capabilities and maximized our resources, thanks to a close collaborative partnership with Information Technology (IT) staff.”
Another IT and CS collaboration earned the LVVWD a Customer Excellence Award from NICE Systems, which provides specialized software for call-center operations.
The NICE award recognized the LVVWD for improving the customer experience by revisiting existing Quality and Workforce Management software applications, making changes to workflow and business processes, upgrading where needed to facilitate efforts to provide performance information at the Agent desktop.
