Balancing service and efficiency
This municipal utility faces continual pressures to invest in core infrastructure for quality of life and economic development, develop new water supplies, and operate more efficiently.
The utility’s preliminary analysis revealed some opportunities to improve operational efficiency and reduce costs while maintaining or enhancing service levels. Recognizing that it would need a more in-depth operational efficiency review and improvement plan, the utility turned to West Monroe Partners, which offered distinctive capabilities in customer experience and operations excellence, as well as deep utility industry experience. Through this effort, the utility wanted to:
Five areas of focus
West Monroe Partners focused the assessment on several key areas:
From assessment to action ready
West Monroe Partners interviewed utility executives to understand their perspectives about the Customer Service function and to develop the support necessary for change. These interviews produced clear and consistent feedback, which, in turn, served as input for a meter-to-cash maturity model—a tool that West Monroe Partners developed to evaluate current customer service operations and future vision through the lenses of strategy, people, process, and technology. West Monroe Partners then:
Ultimately, this work produced a comprehensive plan, comprising 19 recommended initiatives that will improve customer service and increase efficiency—with the largest potential value coming in three areas: