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.
Call your local council for service issues - leaks, outages etc.
- 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)
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)
- expected timeframe
- answer questions
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
- 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
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
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
- 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