On Sept. 10, after extensive testing and excellent technical assistance from the IT/IS Division, the Water & Sewer Department initiated the use of an Interactive Voice Response (IVR) system.
The system is designed to answer many types of routine customer inquiries (an estimated 10 percent of the overall volume of calls coming into the Department’s Call Center). The implementation of the IVR system will have a positive impact on productivity and the delivery of information most requested by our customers.
The following is a list of services/options, which are available to callers using the IVR:
- Account balance inquiries
- Account payment inquiries
- Receipt of fax information on account history
- Efficient routing of calls relating to types of service requests
These services are accessible 24 hours a day.
Care has been taken in the development stage to limit the complexity of the system and to make it as user friendly as possible. After listening to a limited number of options, callers are transferred to an account representative.
During the initiation of operations, staff will be particularly attentive to complaints and concerns received from the public and will make every effort to follow up on and address any issues promptly and effectively.