Date: 26 Aug 200
Attendees:
Department of Watershed Management (DWM) Deputy commissioner Shelia Pierce (Ms.
Pierce: 404-330-6814;
scpierce@atlantaga.gov) & Director, Customer Service Call Cente,\r, Erica
Cockfield (404-954-6324;
Erica.cockfield@atlwater.com)
Buckhead Council of Neighborhoods: Jim King, Chairman & Kristy Gillmann BCN
Representative
Incorrectly, DWM believed that the BCN Petition was part
of the pending lawsuit and that was the reason for the extensive delay in
responding or even acknowledging our document.
Originally the customer care center was designed to be an “in take facility
only” with the agents merely trained to receive and note issues on callers
accounts. They were not trained or equipped with the appropriate escalation
procedures or skills to address specific problems as completely as the public
and in particular, the Petitioners would have liked.
Below are some of the items noted by Dept Commissioner Pierce during our
meeting:
Within first 30 days of receipt of our petition, DWM conducted site visits to
locations/addresses. We were told that approximately 40% of the Petitioners have
received an adjustment to the complaint bills.
DWM segmented the list of issues into 4 main categories:
a. Adjustments needed/required
b. Issues with AMRs (Automatic meter readers)
c. Homeowner needs to address/investigate further
d. Out reach calls from DWM to gather additional information required to resolve
Dep Commissioner Pierce noted that the DWM needs to improve communication on many levels and that she will include that objective as part of her team’s mission.
She did commit the following actions in specific timeframes:
a. Restructuring of the customer care / call center to be completed within 60-90 days of our meeting
b. Deadline to “empower” call agents to coincide with the restructuring (Ms. Cockfield instrumental in that process)
c. Place a KPI (Key performance indicator) dashboard on public DWM website containing metrics they are working to improve with target goals, benchmarks, and timeframe for completion. That is to be available within 45 days of meeting.
d. Finally; Increased training to call agents educating them on how to address issues, a formalized escalation process, and willingness to use Petitioners comments (KG to provide anonymous summary list) to agents as training mechanism.
NEXT STEPS:
BCN to provide summary of meeting results; to be posted on BCN website
KG to follow up with Ms Pierce in 45 days regarding Dashboard, progress to
restructuring, etc. KG has also offered to share with agents perspective from
residents on call center experience.
UPDATE: 9/28/09
KG had conversation with Erica Cockfield, DWM today regarding the customer care
dept’s continued belief that petitioners were part of a lawsuit filed against
the city and regarding an ill conceived letter recently sent to petitioners. The
letter was discovered after some petitioners received a certified letter
indicating that their complaint/issue had been resolved. Upon calling customer
care to inquire about reason for the letter – as the language of the letter
didn’t associate to the petition in any way nor tied to it being generated as a
result of our 26 Aug meeting, residents were told they were in receipt of the
letter because they were part of a lawsuit.
In my discussion w/Ms. Cockfield, I shared disappointment that (1) no context in
the letter re: why it was sent or any relation between letter and the petition;
(2) the letter was sent over a month after our meeting so plenty of time to
adjust wording; and (3) her customer care staff seemed very confused on the
status of people’s accounts – after all, there were only 6 names on the lawsuit,
yet customer care agent seemed to lump all of the petitioners in that group.
She assured me that (1) previously discussed and agreed metric dashboard would
be live on website by end of this week and (2) restructuring of customer care
center as promised during our 26 Aug meeting was proceeding well and still
targeted for 90 day window. Ms.Cockfield also assured me that she would
communicate to the call center agents about why the letter was sent to avoid any
further confusion by residents.
Ms Cockfield requested that I submit email to petitioners explaining the
nature/purpose/intent of the letter and in return, she’d send email to her staff
clarifying that petitioners were NOT part of lawsuit.
Kristy Gillmann
President, Peachtree Hills Civic Association