The Detroit Water & Sewerage Department (DWSD) is one of the largest water and sewage utilities in the United States, serving more than 200,000 Detroit residential and commercial accounts that includes a city population of nearly 680,000. DWSD’s water network consists of more than 2,700 miles of transmission and distribution mains, and nearly 3,000 miles of sewer collection piping.
As DWSD was working to improve their service and processes with their customers, their bill presented a huge challenge to moving forward. The bill failed to present key information to customers in an understandable way. They were looking for a partner that could help them move forward and Utilitec got to work right away.
Working with DWSD’s CIS provider, System and Software (S&S), Utiltitec implemented robust auditing tools, return mail reduction and redesigned their customer bill by assisting with focus groups, industry best practices and marketing efforts.
As a result of our efforts, DWSD can now boast of a customer friendly bill that communicates with their customer base, efficient production and a realization of reduced return mail. The newly redesigned bill allows DWSD customers to quickly determine how much is due and provides relatable information in regards to their usage. Postage costs were also reduced with the redesign due to the USPS Color Transpromo enrollment.
Since launch, Utilitec has produced several supplemental letters and special mailings in order to assist the city of Detroit communicate with customers in regards to parcel changes and meter specifications. We are very proud of our work and DWSD is happy with their newly improved processes and lower production costs.