It is important for BPUB to enhance the quality, responsiveness, and accessibility of BPUB’s services. Being able to deliver a consistent, transparent, and customer-focused experience directly influences trust, customer satisfaction, and BPUB’s reputation.
Without real-time communication tools, integrated data systems, and a strong feedback loop, BPUB struggles to deliver the level of responsiveness and transparency that its customers demand, viewing BPUB primarily as a billing entity rather than a service-oriented utility.
BPUB will build understanding in the community of its role, services, and the value of municipal ownership, while offering opportunities for involvement.
BPUB will improve customer satisfaction to be on par with state public utility benchmarks by FY30, implementing targeted communications focused on reliability and customer experience improvements that will be identified and informed by a biennial Customer Satisfaction Survey.
BPUB will modernize its call center communication infrastructure through an enhanced intelligent phone system that improves customer experience, operational efficiency, and data driven decision making.
BPUB will implement the Customer Service Empowerment and Excellence Program to enhance customer satisfaction, reduce issue resolution times, and improve staff engagement.
BPUB will use customer insights and KPIs to inform continuous improvement.
BPUB will implement a Customer Insight Program to establish a feedback loop and integrated framework for systematically gathering insights from customers, enabling BPUB to turn feedback into actionable improvements.
