Customer Complaints Initiates Western Municipal Water District Investigation*

Additional Recommendations 6

These recommendations are not explicitly linked to specific findings.

• R2
  By January 1, 2023, the Board of Directors develop, adopt, and implement a policy that requires user-friendly versions of highly technical and complex reports be available on its website so that interested customers have a clear understanding of the content of those reports. Response: The recommendation has been implemented. Western does provide user-friendly versions of its reports. Therefore, Western staff will continue to provide "user-friendly" summaries of otherwise highly technical and complex reports to enhance the communication and transparency of highly technical items. Examples of Western's commitment to this recommendation include Western's Budget-in-Brief, Consumer Confidence Report, and New Customer Welcome Packet, all available on Western's website with print copies mailed upon request.
• R3
  By June 30, 2023, the Board of Directors develops an "open data" portal on its website so residential customers have access to state and local data sets used in WMWD status reports, proposals, and decisions. Response: The recommendation is not supported by the findings and requires further analysis. All data used to inform Board recommendations and decisions are available on Western's website and third-party portals. Additionally, several initiatives are underway to perform a customer needs assessment, increase accessibility across digital platforms, connect customers with their water usage data, and enhance support of the Public Records Act. Therefore, Western will continue its existing efforts to improve customer access to information and data.
• R4
  By June 30, 2023, the Board of Directors (a) develop, adopt, and implement a policy that established a "Customer Water Bill of Rights," (b) prominently displays the "Customer Water Bill of Rights" on WMWD's website, and (c) annually mails residential customers a printed copy of the "Customer Water Bill of Rights." Response: The recommendation is accepted and will be implemented by the requested date.
• R5
  By June 30, 2023, the Board of Directors improves access to WMWD's governing regulations, ordinances, and resolutions, including links to relevant laws, on its website, so that accessing that information takes fewer steps and is user-friendly. Response: The recommendation has been implemented. Visitors to Western's website can access this information using a singular link in the footer of the webpage located under the column, "Using this Site."
• R6
  By January 1, 2023, the Board of Directors develop, adopt, and implement a policy that supports a "customer-centric" management culture and communication strategy. Response: The recommendation has been implemented. Western views customers as partners and supports ongoing efforts to be an industry leader in customer service delivery. While Western will not adopt a formal policy, in December 2021, Western adopted "Superior Service" as one of its 2022-25 Strategic Priorities. Western's Strategic Priorities guide the agency. The Superior Service priority includes the following goals: Create resources to expand customer trust and enhance the awareness of Western's service value Grow Western's robust culture of service Additionally, Western conducted a customer service assessment in 2020 using a third-party consultant to understand opportunities for improvement. As a result of the assessment and in support of Western's "Superior Service" priority, Western initiated a reorganization of the agency in January 2022, establishing a "Communications and Customer Experience Department." The department brings together customer-focused team members and is working to integrate the customer's perspective (retail and wholesale) into operational decision-making. Therefore, Western will continue its existing efforts to enhance its customer-focused management culture and communication strategy. Thus, Western has already implemented a policy that supports a "customer-centric" management culture and communication strategy.
• R7
  By January 1, 2023, the Board of Directors develop, adopt and implement a policy that requires all members of the Board of Directors, as well as WMWD's Executive Managers, to frequently participate in more public events, such as town hall meetings, where they (a) actively listen to residential customers concerns, (b) assist residential customers' understanding of water-related issues, and (c) actively seek ways to increase residential customers' satisfaction with WMWD. Response: The recommendation has been implemented. Western's existing annual Community Engagement Plan (CEP) provides a strategic roadmap for Western-driven and sponsored community engagement opportunities, led and supported by Western's Communications and Customer Experience Department. Western takes a forward-thinking, strategic approach to community engagement activities to align efforts with Western's values, customer communications objectives, and industry leadership. The document lists a high-level annual overview of community education and outreach opportunities, community meetings, Western-hosted and Western-sponsored events, and external relations activities. Presented during the first quarter of each calendar year, the CEP may not define all opportunities, nor does it exclude the option of engaging in other opportunities offered throughout the year. Annually, Western participates in a minimum of 37 community meetings, hosts a minimum of 10 in-person and virtual events, and sponsors a minimum of 17 community events and meetings. Western will continue its existing policy of directly engaging with customers and the communities it serves, while continually evaluating the impact of existing activities. Western appreciates the efforts of the Civil Grand Jury. Contact Western's General Manager, Craig Miller, should you require any additional information. He can be reached at 951.571.7100 or cmiller@wmwd.com. Sincerely, Sun Eio Brenda Dennstedt, Division 3 Board President Craig Miller, General Manager cc: Tim Barr, Deputy General Manager Rod LeMond, Assistant General Manager/Chief Financial Officer Sarah Macdonald, Assistant General Manager - Communications & Customer Experience Jeff Ballinger, Best Best & Krieger, Legal Counsel 1 Definition derived from www.dictionary.com accessed on March 30, 2022