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Customer Service Statistics

To better provide valuable information to its customers, the Sewerage & Water Board of New Orleans has launched its first public dashboards to track its operations and initiatives as it works to improve services. They will be regularly updated to illustrate our progress.

These initial dashboards will track the total number of active residential, commercial and industrial customer accounts, and the progress to reduce the number of bills under investigation for irregularities. Future dashboards are being developed to track a host of data, including Customer Service metrics, progress in hiring new employees, repairing water system leaks and operational status of the drainage system. Other aspects of the S&WB's mission will be added in time to promote transparency and responsiveness to customers and the public.

The tracking dashboard for bills under investigation will be updated monthly. The data will include the number of investigations underway, the number resolved and a section describing S&WB strategies to better respond to customers' needs.

Investigations

Initiated and Resolved

Open Accounts

Total Open Water Accounts

Open Accounts

Open Water Accounts by Type

The S&WB taskforce on the billing system has developed a series of improvements to reduce billing irregularities experienced by customers. Highlights include:
  • Hiring: 20 new meter readers; 20 temporary employees to correct backlog of irregular bills; 10 more inspectors to investigate possible leaks; 11 more billing clerks to process new irregular bills. Goal is to fill these positions by July 2018. Salaries have also been increased for meter readers and certain Customer Service positions.
  • Goal Setting: Reduce the more than 10,000 open investigations in May 2018 to half that number by July.
  • Suspension of Late Fees: Customers can request a payment plan.