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CUSTOMERSERVICEEnsurecustomerconfidencethroughthedeliveryoftimelyhigh-qualityproductsandservicestointernalandexternalcustomers.StrategiesInitiativesWeareproudofthehighqualityofourwaterandouremployeeswhoworkonthefrontlinestodeliverwatertreatwastewaterandmaintainandrepairourinfrastructure.Wecontinuetomeetorexceedourfederalandstatedrinkingwaterrequirements.Westayabreastofleadingtechnologiesforgeneratingthesafestwaterinareliablemannerandarecommittedtoexcellenceinourservicedelivery.OntheCustomerCallCenterfrontwearenotwherewewanttobebutwecontinuetomakesteadyprogressinrespondingtoourcustomers.Inresponsetocustomerdemandweextendedourservicehoursandouragentsareequippedtohandlecustomercontactthroughphonefaxandemail.Ouroveralllevelofcontactwithcustomershasincreased.Thisincreasedlevelincludesrespondingtomorethan2000newaccounts.Whilenotsatisfiedwithourtotalprogressourincrementalimprovementsincustomerserviceremainveryencouraging.FY2011Calls10.91FY2012Calls15.7FY2013Calls8.4FY2011onHold3.36minFY2012onHold5.4minFY2013onHold2.8minAbandonedCallRateWaitTimeinCallCenterPercentMinutesCUSTOMERSERVICEFY11FY12FY13RESULTSCustomerRelationsandSatisfactionMaintainhighqualitydrinkingwaterstandards.ImprovetheabandonedcallrateinourCallCentercallersthatdisconnectbeforespeakingwithacustomerserviceagentinourCallCenter.ImproveourcustomerswaittimeinQueueinourCallCenter.ImproveourcustomerswaittimeintheBillPayQueueinourCallCenter.InFY2013ourwaterfiltrationplantsmetorexceededfederalandstateSafeDrinkingWaterActrequirements100ofthetime.InFY2013ourmonthlyaverageabandonedcallratewas8.4exceedingourgoalof5nearlyhalvingtheratefromthepreviousyear15.7.InFY2013thelengthoftimeacallerwasonholdbeforespeakingtoarepresentativeaveraged2.8minutesbetterthanourgoalof3minutes.Thisisanimprovementof2.6minutesfromourFY2012performance.InFY2013ourwaittimeinourCallCenterBillPayQueueaveraged22seconds.Thisperformancewas63betterthanourgoalof60secondsandisanimprovementoverFY2012by52.03691215012345Target5Target5Target5Target3minTarget3minTarget3minWORKFORCEMANAGEMENTSustainahigh-performingworkplacethatattractsandretainsdiverseflexibleandknowledgeableemployeesfocusedonserviceexcellence.StrategiesInitiativesTherearemanybenefitstoworkingatWSSCincludingbeingamongsomeofthemosttalentedanddiverseprofessionalsintheregion.Wecontinuetoaddressthechallengeofrecruitingnewtalentinatimelymanner.Subsequentlyweveimprovedthelookandfeelofouronlinecareercentermakingsearchingandrespondingtojobvacanciesmoreefficientanduser-friendly.WealsolaunchedaWSSCLeadershipDevelopmentProgramtoequipourleadersandmanagerswithtraininganddevelopmentopportunities.Theprogramisdesignedtoincreaseourabilitytoexecuteourstrategicprioritiesandtoimproveemployeeengagement.InFY2014wewillexecutespecificnewstrategiestoimproveourhiringcycletimeandfurtherenhanceourworkplaceengagement.OurPeopleandOurWorkplaceImproveWSSChiringcycletime.InFY2013theaveragetimetorecruitandhirenewtalentwas75workdays.Thisaveragecycletimeof75workdayswas67longerthanourtargeted45workdaysatargetthatis25morerigorousthanthe60daytargetofcomparableorganizations.WORKFORCEMANAGEMENTFY11FY12FY13RESULTS