Detroit Water Department Transforms Customer Experience

Over the past few years, the Detroit Water and Sewerage Department has transformed how it interacts with citizens by adding convenient digital options and launching assistance programs to deliver what the agency calls “compassionate customer service.”

Before the digital upgrades, customers had to conduct most transactions with the agency in-person at physical service centers. Although a call center was available, but it’s services were very limited and wait times were long.

Now, an expanded call center offers a full range transaction and payment capabilities over the phone, says Robert Presnell, chief operating officer for the department. In addition, the department deployed 32 automated kiosks around the city and is launching a new self-service website that lets customers conduct transactions via computer or smartphone.

The new service options vastly improve customer experience and help the department route customers who need help into several new assistance programs designed to assist residents who are struggling to pay their bill.

“We’re looking for every way possible to expand customer service options for our customers,” Presnell says.