The Herald Bulletin

Morning Update

Local Business

June 23, 2014

Anderson to remodel utility office

Goal is to improve customer service

ANDERSON – Changes are coming within the next two months to provide better customer service in the utilities office for the city of Anderson.

Anderson city officials recently traveled to Hamilton, Ohio, to see how that city dealt with customer service.

Roger Clark, a member of the Anderson Board of Public Works, said officials wanted to see how Hamilton dealt with calls waiting for service and cross-training of employees.

The city of Hamilton uses a telephone bank with 10 lines that shows how long people have been waiting and the next available customer service representative, he said.

Clark said there will be an information board so employees can see how long a customer has been waiting on the telephone and who is available to take the call.

“We want to improve the efficiency of the office,” he said.

The lobby area into Anderson’s utility office will be remodeled with the cashiers being moved to the northwest corner of the office and having five booths for people to receive service.

The drive-up window to pay utility bills will remain at city hall, although Clark said another location was being considered.

“We’re cross-training our people right now,” he said. “We want all our employees to help with billing, connection of a utility service and any problems. Every employee will be able to answer any questions.”

Employees will be able to help customers with questions or problems with their electric, water or sewage bills, Clark said.

The remodeling will cost an estimated $38,000 which doesn’t include the cost of a new telephone service to provide improved customer service, Jason Fenwick, the city controller, said.

“We don’t want customers to walk past the lobby,” Clark said. “We want to limit the public access to the office areas.”

Follow Ken de la Bastide on Twitter @KendelaBastide, or call 640-4863.

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