Hist and Proj Operating Receipts FY 2011 2 17 2010 - DC Water

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EXCEED EXPECTATIONS REGARDING TIMELY AND ACCURATE RESPONSES TO CUSTOMERS AND OTHER
STAKEHOLDERS
In FY 2009, we continued to make investments in our employees, process improvements, technology and training, to ensure better
service delivery to our customers. These improvements in FY 2009 and our plans are detailed below.
Customer Survey - In FY 2006 DC WASA conducted a Gallup, Inc. survey. Respondents to the survey rated DC WASA highly in
several areas (e.g., overall customer satisfaction, easy and accurate billing, courteous and knowledgeable customer service
representatives, the On Tap customer newsletter and the DC WASA website, www.dcwasa.com). In FY 2009, DC WASA conducted
a brief customer survey and follow up focus group. The information gathered from that process has been reviewed and the
comments and feedback will be used to provide customer outreach and enhanced communications.
Meter Reading and Customer Service through Automated Meter Reading Technology (AMR) - At the end of FY 2009, the AMR
program was 99 percent complete with just under 582 residential and commercial meters remaining for conversion. The Customer
Service Department began the upgrade to the Automated Meter Reading (AMR) program in FY 2009. This is the first upgrade since
the AMR meter initial installations in March 2002.
Budget Overview and Performance
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