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ChangeModernizationCollaborationandProgress.12CUSTOMERSERVICEGuaranteeingCustomerSatisfactionByusingonlinetoolsandconsistentlyreachingouttothecommunitytheWSSCCustomerCareTeamfurthersWSSCsvisionofsurpassingcustomerandstakeholderexpectations.TobetterfocusoureffortsinthecomingyeartheCustomerCareTeamwillbedivided.ThenewUtilityServicesTeamwillberesponsibleforworkinthefieldreplacingandrepairingwaterandsewerlines.TheCustomerServicesTeamwillfocusonbillingtheCustomerCallCenterandrelatedservicestoprovideaccurateandtimelyresponsetoourcustomers.WSSChasupgradeditsphonesystemtechnologyexpandedhoursandmadeotherchangestoimprovecallansweringandcallwaitingtimes.Butmoreneedstobedone.IcannottellyouhowgratefulIamtoseesucharesponsivecustomercareteamonthejob.PleasebesuretolettheirsupervisorknowhowappreciativeIamoftheirserviceandcustomercaringattitude.L.KruppaWSSCCustomerOurfieldteamscontinuetomeetouroverallmaintenancegoalsrepairingbreakswithina6-8hourtimeframe.Wenowemployfourcustomerserviceadvocatestotrackdowncustomercomplaintsandactontheirbehalftoresolvesituations.Theadvocatesarealsotaskedwithkeepinganeartothegroundtoanticipateandhopefullypreventpotentialproblemsorissuesthatcouldarise.Ourfouradvocateshavebecomeanintegralpartofoureffortstoassistcustomers.MakingaSplashwithMobileAppsWSSCcontinuestoprogresswiththetimesaddingnewtechnologysothatwecanprovidefastercheapergreenerandmoreconvenientonlinetoolsandresourcesforourcustomers.In2011WSSCintroducedWSSCMobileafreemobileappthatallowscustomerstocheckservicealertsemailquestionsreportproblemsandpaytheirwaterandsewerbillselectronically.Thispaperlessbillingfeatureisnotonlyconvenientbutalsohelpsprotecttheenvironmentbyreducingprintingandpostagecosts.InFY13weimprovedouroperationalefficiencybybuildingupontheexistingWSSCMobileapptoincludemorecustomer-centricfunctions.CustomerscannowtakeadvantageofthefollowingchangestoWSSCMobileePurchasewatershedusepermitseAccessbillandwaterusagehistoryeViewWSSCcontractsavailableforbideSendphotosubmissionsofmeterreadingsorserviceproblemstodispatchIwishtoacknowledgetheoutstandingeffortsoftheWSSCemployeewhorespondedtoseveralsewerbackupsatmyhomeinPotomac.Heclearedthelinescleanedourbasementputanewconstructionplaninplacetoredoourlinesandhelpedturnaterriblesituationintoatolerableone.Ineverfeltignored.Hisdiligenceresultedinverypromptandmajoreffortstoreconstructthesewerline.SamCharnoffWSSCcustomerKeepingOurCustomersInformedUsingWSSCsnewlylaunchedInYourNeighborhoodinteractivemapcustomerscanfindup-to-dateinformationonpipelineprojectsinvariousstagesofplanningdesignandconstruction.Simplybytypinginanaddressthemapprovidesupdatedinformationonsewerrepairsrehabilitationandreplacementandwatermainreplacementprojectsacrossour1000-square-mileservicearea.Customersandstakeholderscanfindupdatesonthewebsiteawelcomechangewhichmakesstayingintheknoweasierandmoreconvenientthanever.httpgisweb.wsscwater.comInYourNeighborhoodAsofJuly2013morethan71000customersuseelectronicbillpaywhichamountstoasavingsof38centspernon-printedbill.