The City of Detroit’s water department wanted to make it an easy and pleasant experience for new residents registering their water accounts. New account registration work orders were taking an average of almost 30 days to process correctly–30% of new registrations were taking over 80 days to complete. This was causing delays in activation, errors in payments, decreased water revenue, and increased customer aggravation.
They started with simplifying the application process and improving cross training & signage. With these improvements they were able to:
- Improve communication between customers and employees
- Implement account application tracking mechanisms to quickly identify when applications are taking too long
- Eliminate duplication efforts across multiple Water Department branches
- Reduce Average Time to Complete New Water Application from 30 days to less than 7
Read the entire article at https://detroitmi.gov/sites/detroitmi.localhost/files/2018-11/New%20Tenant%20Application%20Process.pdf