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San Diego utilities report sharply lower call wait times and held‑bill backlogs
Summary
The Public Utilities Department told the City Council on May 12 that call wait times have fallen sharply and the held‑bill backlog has been reduced dramatically after technology and staffing changes; staff outlined next steps including a delinquency program to comply with Senate Bill 998.
The San Diego Public Utilities Department told the City Council May 12 that a year of technology upgrades and staffing changes has substantially improved customer service metrics.
Lisa Slaya, executive assistant director of the Public Utilities Department, and Michelle Costello, deputy director for customer support, said the department now handles roughly 85,000 calls a year, about 40,000 web forms and 31,000 emails, and processes about 2,000,000 bills and $384,000,000 in payments annually. Costello said the department reduced the average speed of answer by roughly 92% over the past year and that…
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