District of Columbia Water and Sewer Authority is a quasi-independent water provider that provides water and wastewater services to the nation’s capital. Operating with both local and federal oversight, the Authority must quickly react to legislative changes. In a politically charged environment, it is critical that the Authority provide safe, clean, and reliable water to their customers, and provide error-free billing, customer service, and payment processing.
Facing ever-decreasing tax revenues, and steady rates for services, coupled with steadily increasing costs for service, the Authority found itself in an increasingly perilous financial position. In order to fulfill their mission within their constrained circumstances, DC WASA realized that they must immediately drive costs of the organization. Given the substantial resistance to change that existed within this government entity, the Authority recognized that a multi-faceted strategy was required. This strategy must drive out every possible cost in the meter-to-cash cycle. The strategy focused on these elements:
• Outsource the inflexible, expensive, and difficult to support billing/customer service system to a provider offering a state-of-the art billing/customer service platform that was priced by the transaction
• Implement full Automated Meter Reading (AMR) capability
• Reduce back-office staff by at least 50%
• Reduce the paper-based billing and payment system used to interact with Federal Government agencies (the mainstay of DC WASA’s customer base)
How Clearview Helped
Clearview consultants quickly replaced (over a period of seven months) the Authority’s legacy billing/customer service systems with a single outsourced solution. Immediate benefits of the system included:
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Near-instantaneous adoption of complex rates as they were crafted by the Authority’s overseers;
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A substantial improvement in customer service, including
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Significantly decreased call-handling time
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Reduction in average speed to answer
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Marked improvement in first-call-resolution
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Nearly 40% decrease in customer service staffing costs
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Substantial adoption of electronic bill presentment and payment
Additionally, Clearview consultants developed and oversaw the plan for implementing Automated Meter Reading throughout the district. At the end of the engagement, back office staff had been reduced by over 70%.
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