CREATING CUSTOMER ADVOCATES: PERSONALIZED ONLINE ENGAGEMENT IN SAN ANTONIO

摘要

Like other water utilities, the San Antonio Water System (SAWS) operates large, complex systems that provide vital services to San Antonio's citizens and businesses. But customers only see what's above ground - their faucets and toilets, their bills and newspaper articles, and the construction projects on their street. There is an information disconnect between the utility's high-quality services and a customer's bill on the kitchen table. To help close that gap, SAWS is taking a new approach to communicating with customers in a way that is personal, engaging, and dynamic. Using data-driven technology with an emphasis on visual design, SAWS has created a new channel that features information on sewer construction projects to communicate the value of the service we provide to San Antonio. The sewer project website features an interactive map that shows current and planned projects as well as information on why sewer improvement projects are occurring. In 2013, SAWS entered into a Consent Decree with the EPA to reduce sewer spills over the next 10 to 12 years. To comply with this agreement SAWS is working on more construction projects at once than ever before, and keeping the public informed is critical to helping them understand what rates are paying for. The SAWS sewer construction project website features an interactive map that customers can use to see current and planned projects in their area with the anticipated timelines. The site also explains the need for sewer system investments and how this benefits the community and the environment. This multi-pronged public outreach effort uses technology as a key tool to prepare citizens for this activity's impact on neighborhoods, businesses, and traffic. Because an educated customer can be a utility's best advocate, SAWS is innovatively applying technology to put information in the hands of our customers and empower them to take action. This support allows SAWS to more effectively deliver quality services and satisfy the San Antonio region's long-range water needs.