Many have converted homes into office space, while others are adhering to the guidelines set forth by the Center for Disease Control (CDC) and other government agencies in order to stay safe in the field. Find out below how our Management Information Systems (MIS), Customer Service, Operations, and Dispatch Departments are adapting to these current unprecedented circumstances.
Our dedicated Customer Service Department continues to function as a well-oiled machine from home, no matter the volume of calls they receive. “The contact center put many processes in place before COVID-19 came about which allowed our work from home transition to take place virtually seamlessly,” said Senior Customer Service Coordinator Tishla Jones. In fact, only .3 to .8% of people abandon their call before we get to them on a daily basis! Thank you and keep up the great work!
Our Operations Department ensures the delivery of safe and reliable water and sewer services by maintaining our vast network of infrastructure around the clock. As they continue to monitor our system and make vital emergency repairs, our customers can rest assured that they are doing their part to flatten the curve of COVID-19. They wear proper personal protective equipment (PPE), disinfect all works sites using a hospital grade electrostatic process, and disinfect vehicles to ensure each is cleaned at the end of each shift. Additionally, field staff is undergoing mandatory health screenings at the beginning of each shift. Kudos to our incredible Operations Department!
Our 24/7 Dispatch Department works closely with Operations and serves as a critical first step in processing a variety of issues, including water and sewer main breaks. According to Dispatcher Deborah Kenney, “Our telephones and handhelds are on standby for our field team and customers upon any emergency.” Dispatcher Amber Smith said “It has been a challenge for me [working from home] because in addition to the demands of being a dispatcher, I am monitoring my school age children who are connecting with their teachers during office hours.” Thank you for your dedication!
Management Information Systems (MIS)
As soon as our Management Information Systems (MIS) Department learned of a potential impact to our normal operations, they quickly mobilized to meet the needs of the large portion of our workforce that was about to be working from home indefinitely. Their accomplishments include: upgrading our virtual private network to allow for a high volume of users; supplying desktops and laptops for staff that do not normally work from home; supplying phones so staff could take them home; training staff on setting up their equipment to successfully work from home; setting up an emergency phone line to assist those with connectivity issues; setting up a conference call process so our board meetings can be held remotely until further notice.
A special thank you is in order for our entire MIS team, who have been dedicating additional time and effort to assist users that are having any issues in addition to handling their normal day-to-day workload.