February 2013 - The Confluence Group and Denver Water publish article on mobile work management benefits
In February 2013, The Confluence Group and Denver Water published article 3 in a series relating to mobile work management benefits, project management, and outcomes assessments. The article can be found in the February 2013 edition of the AWWA Journal. This third article focused specifically on how Denver Water Customer Service Field Operations was able to make huge advancements in efficiency while at the same time improving customer care for the ratepayers in Denver.
The article underscores:
Within two weeks of going live with the system, a call received by the call center for a customer leak was dispatched to the nearest field technician and the leak was isolated within 13 minutes of the customer call. This example was detailed perfectly by the customer herself – the experience was so profound, she wrote a letter to the call center underscoring her astonishment at the responsiveness of the Denver Water field technicians. Before the system was in place, such an emergency scenario would have taken numerous radio calls to find the correct technician, wasting precious time as the customer experienced potential property damage.