Key to fixing the problems will be reviving the city's stalled smart-meter program and improving customer service with new software, more hiring and better training, the city says
Years of complaints about billing mistakes and hours-long customer-service hold times have prompted San Diego officials to make sweeping changes to the city's Water Department. The changes include a new billing system, switching customer service software, new call routing, more payment options and a new policy alerting customers when their bill is being withheld for a leak investigation.
23 I received an email — first notification — from the water department stating that they are investigating an abnormal water usage and I will be receiving a bill after the investigation is complete,' Rotterman said by email. 'This is ridiculous.' These types of situations can be nearly eliminated with the addition of more staff and the installation of smart meters, city officials say.
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