The Board of Water Supply says the number of customer calls into the department has risen dramatically resulting in extremely long wait times after it started its transition to a new billing system and to monthly billing for combined water and wastewater services.
Customers who are unable to reach the BWS via phone are advised to email their questions or concerns to firstname.lastname@example.org. The BWS is also posting information about monthly billing on a Frequently Asked Questions webpage on its www.boardofwatersupply.com website.
To prepare for the anticipated increased call volume, the BWS has hired more Customer Service staff and dedicated some of them to take payments only.
Additionally, the BWS is also directing non-billing calls to the BWS's Communications Office at 748-5041; offering customers a callback option, and offering online bill viewing and online customer service request forms, to start or stop service or change account information, that customers can fill out and send in online or print out, complete, and mail in.
The BWS apologizes to customers for any confusion or inconvenience stemming from its efforts to convert bimonthly bills into monthly bills, which are compounded by operational issues with the old computer equipment, and is working to minimize the impact on its customers.