WSD - Customer Services and Relations

Technical Fault Report Centre

In a further step to improve communication services with the public, the two Technical Complaints Centres have been replaced since September 1998 by a centralised Technical Fault Report Centre. Using the latest telephone equipment, the combined centre deals with technical fault reports relating to water mains bursts, pipe leaks, interruption of water supply or poor water quality, as well as general enquiries. This service improvement has been well received by the public.

Located at Headquarters, the centre will be further combined in August 1999 with the existing Water Infolink and Telephone Enquiry Unit which handles account-related enquiries into a single 'Customer Telephone Enquiry Centre'. Costing some $12 million, it will provide a 'one-stop' service for all enquiries, applications for termination of consumership and change of mailing address.

Customer Liaison Group

Many constructive ideas on water supply services have been put forward since the inception of the Customer Liaison Group in 1993, proving its public relations effectiveness.

One of the earliest such groups in government service, it increased its membership to 60 during the year to include more representatives from domestic and trade account representatives. It has held 23 meetings during which many views were frankly discussed.

Matters discussed at each meeting and other information is contained in the newsletter 'Waterlink', which is then distributed to the public through the Customer Enquiry Centres, District Offices and Estate Offices.

Recently, the design of 'Waterlink' was given a more professional and appealing look.

Customer Relations Officer

To assist in the formulation of a customer service strategy, a Customer Relations Officer was appointed in 1992.

As head of the Customer Relations Unit, he is directly responsible to the Deputy Director.

Through the Internet

Total visits to the web site since the home page went online in 1996 increased nearly six-fold - from 33,700 to 194,300 in 1998.

In addition to the great deal of information offered on such matters as application procedures, water account and supplies matters, customers can download commonly-used application forms, such as for autopay authorisation, change of consumership, or mailing address from the homepage.

Complaints can also be lodged, suggestions offered or enquiries made by using on-line forms.

Plans are also underway to allow for on-line submissions of some common applications such as change of consumership and mailing address by early next year.

Enquiry Hotline

Some 30,000 account-related enquiries are handled each month by the Telephone Enquiry Unit Hotline - 2824 5000 - which is in operation between 9:00 am and 6:00 pm on weekdays and between 9:00 am and 1:00 pm on Saturdays. Calls are directed by 30 telephone lines through the Automatic Calls Distribution System to 18 operators, each working with a computer terminal providing instant access to information relating to accounts and billing.

Water Infolink

On average, some 38,000 calls a month are handled by 'Water Infolink,' an automated telephone service offering general information about accounts and water supplies matters by touch-tone telephone operation.

Its 24-hour interactive voice response system also allows for self-reading of meters for billing purposes.

Calls are received over 20 telephone lines and two facsimile lines, and messages are recorded in Cantonese, Putonghua and English.

The service is available from 8 a.m. to 8 p.m. on Mondays to Fridays and from 8 a.m. to 1 p.m. on Saturdays.

Customer Enquiry Centres

A wide range of services is offered by eight Customer Enquiry Centres located in different areas of the territory.

Apart from answering questions, staff at the centres also handle applications for change of consumership, meter tests and fishing licences and applications for water supply.

Centres on Hong Kong Island and in Kowloon provide the full range of payment services, while others only provide facilities for payment of water deposits by Easy Pay System (EPS) cards.

To give emphasis to their work, all Customer Services Officers have been outfitted with smart uniforms.

Meter Testing

A testing service is provided to deal with questions about the accuracy of a water meter and is conducted in the presence of the customer.

A fee deposit for the test is required, the amount depending on the size of the meter to be tested. For most of the meters the fee is $460, and the test is carried out about three weeks after the application is received.

If the accuracy of the meter is found to exceed three per cent either way, the fee is refunded.

Customer Surveys

Almost total satisfaction was expressed by customers interviewed in two opinion surveys about the WSD enquiry services.

Of 2,044 customers interviewed about the Telephone Enquiry Unit, some 97 per cent said they were satisfied with the service.

In interviews about the work of the Customer Enquiry Centres, some 98 per cent of 3,685 customers interviewed found the service to be satisfactory.