LADWP INTRODUCES ENHANCED AUTOMATED PHONE SERVICE FOR CUSTOMERS

LADWP INTRODUCES ENHANCED AUTOMATED PHONE SERVICE FOR CUSTOMERS

Features Include Tier 1 Water Allotment Information, Bill Pay and Outage Information
LOS ANGELES – The Los Angeles Department of Water and Power (LADWP) raises the bar in the customer experience by announcing today a newly-enhanced automated phone service enabling customers to access and manage their accounts 24 hours a day.  The new interactive program offers easy self-serve options for routine customer service transactions – including Tier 1 water allotment information – with the options of voice and touch activation features in both English and Spanish languages.
“We have enhanced our methods of interacting with our customers to put their account management literally at their fingertips,” said David Nahai, LADWP CEO and General Manager.  “We’re excited to offer this new level of service to our customers, who rightfully expect and deserve the best.”

Now LADWP customers can quickly access their accounts by phone to request payment extensions, make payments and check bill balances.  Customers soon will be able to start and stop electric service by phone.  These services are also available on the Department website, www.ladwp.com.  Additionally, in the event of a power outage, dial-in customers will receive information on the outage and an estimated time of service restoration.
Tier 1 water allotment information is also available through the new self service phone system and via the Department’s website in the “Access Your Account” section.  LADWP customers are encouraged to call in, or log on, and check their Tier 1 water allotments during the month of May, before shortage year water rates and Phase 3 of the Water Conservation Ordinance go into effect on June 1, 2009.

The new program improves the customer experience while increasing efficiency for the Department.  Through the upgraded telephone system, LADWP customers who call in will have more options, faster service and decreased call wait times, while Customer Contact Center personnel will have more time to spend on those callers who need personal assistance.

Customers are encouraged to take advantage of LADWP’s new automated service by calling 1-800-DIAL DWP.  As an incentive, customers who register for bill pay service, either by phone or the website, will receive a $5 bill credit upon registration.

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