Your Customer Journey

We work with our client councils to manage and deliver the three water services around the region.

Most of the work we do involves us directly interacting with you, our customer.

Whilst you experience the 'front-end ' of this interaction, a lot is going on 'behind-the-scenes' between your local council, Wellington Water and our contractors, to carry-out this work. So, we wanted to show you the process.

This is your customer journey, and it outlines what you can expect when you interact with your local council, Wellington Water, or a contractor.

1

customer enquiry

Customer Enquiry

Call your local council for service issues - leaks, outages etc.

Council

  • Create enquiry (log in system)

For Wellington Water job, we: 

  • Create job (call ticket) from the enquiry (or number of enquiries)
  • Categorise job
  • Allocate case manager

Council passes job on to contractor (to complete on their behalf)

  • Citycare

2

customer updates

Customer Updates

Wellington Water, or our contractor, will check in with you

Wellington Water (or contractor) assesses job requirements

You will then be contacted for an update (face-to-face, call, letter):

  • identify issue(s)
  • complexity
  • expected timeframe
  • answer questions

3

manage customer enquiry

Manage Customer Enquiry

We’ll keep in touch while work is going on

Wellington Water (or contractor on their behalf) begins job repair

  • Any variations/updates required during the job are provided to you (repeat from step two).
  • Completes job

Complaints

  • Understand complaint and its cause
  • Council records the details in system
  • Escalate complaint
  • Contact and discuss with you
  • Identify next steps
  • Update call ticket in the system

4

close customer enquiry

Close Customer Enquiry

If you request a call-back we’ll check in with you upon job completion

Council close call ticket in the system

We’ll ask you for feedback to help with future service planning

5

Reporting

Help us with future service planning

Your feedback helps us improve customer service and planning for the future

We report on the system data from the job, and any feedback that was given on completion of the job

  • analyses data
  • prepares key insights

Reports

  • used to highlight trends to be aware of to help determine future service provision (i.e. increased bursts in a region may mean there needs to be a main upgrade)
  • are analysed to help improve future customer service