San Antonio Water System

The San Antonio Water System (SAWS) wishes to engage a consultant with substantial expertise with customer service operations and remittance processing to conduct a comprehensive efficiency review with the objectives of optimal management alignment, overall organizational structure, and leveraging technology to enable optimal efficiencies. SAWS recently installed a modern Customer Management Software system, and believes that there is an opportunity, with the aid of this system, to improve the overall customer service operations and remittance processing.  

It is SAWS assessment that the level of challenges faced by improving its customer service performance requires external expertise. The efficiency review needs to identify detailed improvements with their associated costs, timetables, and calculated savings that will address a plan design for alignment of functions and responsibilities, along with an overall organizational structure that promotes efficient and effective customer services delivery.