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PercentDELIVERINGEXCELLENTCUSTOMERSERVICEEnsurecustomerconfidencethroughthedeliveryoftimelyhighqualityproductsandservicestointernalandexternalcustomers.StrategiesInitiativesThequalityofourwaterisevidentinourstellarrecordofhavingmetorexceededourfederalandstatedrinkingwaterrequirementsforover95years.Wecontinuetostrivetowardsprovidinghighqualitycustomerservicetoourcustomersaswell.WhilewehavenotturnedthecorneronourperformancewithinourCustomerContactCenterwehavemadeprogresswithourevaluationofthisimportantfunction.InFY2014wecompletedacomprehensivedatadrivenanalysisandevaluationofallthemajorcomponentsofWSSCsCustomerContactCenterthatresultedinrecommendationsforsystemicallyimprovingourcustomersexperience.InFY2015weexpecttobeginimplementingsomeofthoserecommendationsincludinganorganizationalrealignmentandanextensiveskilldevelopmentinitiative.FY2012Calls15.7FY2013Calls8.4FY2014Calls17FY2012onHold5.4minFY2013onHold2.8minFY2014onHold6.8minAbandonedCallRateWaitTimeinCallCenterMinutesDELIVERINGEXCELLENTCUSTOMERSERVICEFY12FY13FY14RESULTSCustomerRelationsandSatisfactionMaintainhighqualitydrinkingwaterstandards.ImprovetheabandonedcallrateinourCustomerContactCentercallersthatdisconnectbeforespeakingwithacustomerserviceagentinourCustomerContactCenter.ImproveourcustomerswaittimeinQueueinourContactCenter.ImproveourcustomerswaittimeintheBillPayQueueinourContactCenter.InFY2014ourwaterfiltrationplantsagainmetorexceededfederalandstateSafeDrinkingWaterActrequirements100ofthetime.InFY2014ourmonthlyaverageabandonedcallratewas17exceedingourgoalof5doublingtheratefromthepreviousyear8.4.InFY2014thelengthoftimeacallerwasonholdbeforespeakingtoarepresentativeaveraged6.8minuteswhichismorethantwiceourgoalof3minutes.OurperformanceinthisareafellshortcomparedtoourperformanceinFY2013of2.8minutes.InFY2014ourwaittimeinourCustomerContactCenterBillPayQueueaveraged26seconds.Thisperformancewas57betterthanourgoalof60secondsbutisaslightdeclinefromFY2013.0481216200246810Target5Target5Target5Target3minTarget3minTarget3minOPTIMIZINGWORKFORCEMANAGEMENTSustainahigh-performingdiverseworkplacethatattractsandretainsflexibleandknowledgeableemployeeswhopromoteserviceexcellenceandinnovation.StrategiesInitiativesWeareproudofouremployeesfortheircommitmenttoWSSCsmission.Fromarecruitmentperspectiveourperformancecontinuestoimprove.TheamountoftimerequiredtofillpositionswithinWSSCtrendeddowninFY2014.TechnologyimprovementsmadeinFY2013haveledtoamorestreamlinedandefficienthiringprocessandonethatissubstantiallypaperless.Wefilled58morepositionsinFY2014211comparedtoFY2013153.InFY2014WSSCcontinuedtoimproveoverallleadershipandemployeedevelopmentbylaunchingitsStreamInstituteapipelineofdiverselearningopportunitiesdesignedtostreamworkforcetalentdevelopmentandtrainingtoleadersmanagerstechnicalandadministrativeprofessionals.Anewlearningmanagementsystemwasalsolaunchedandprovidesamoreefficientmethodforenrollingtrackingandevaluatingtrainingforouremployees.OurPeopleandOurWorkplaceImproveWSSChiringcycletime.InFY2014theaveragetimetorecruitandhirenewtalentwas58workdays.Thisaveragecycletimeof58workdayswas3lessthanourtargeted60workdays.Inadditionour58workdaysrepresentsa23improvementfromourFY2013averageof75days.OPTIMIZINGWORKFORCEMANAGEMENTFY12FY13FY14RESULTS