The San Antonio Water System (SAWS) will soon be taking applications for a seat on their new Community Experience Committee (CXC). Earlier this week, the SAWS Board of Trustees passed a resolution to transition their Citizens Advisory Panel into the CXC to look at the customer experience across the organization.
The Citizens Advisory Panel was organized in 1998 to provide community input on water resource planning, back when San Antonio relied 100% on the Edwards Aquifer. At the time, there was a huge challenge to develop diverse resources that would take the strain off the aquifer. The purpose was to benchmark new water supplies in development. However, SAWS is entering a new phase in operations with their electronic water meters, which will open new customer touchpoints and opportunities. These types of technologies are more accessible than ever before, and SAWS believes it is a perfect opportunity to transition from a water-centered service model to customer-centered service model.
The customer-centered service model is focused on consumers’ overall perception of how SAWS is meeting their needs, considering the sum of every interaction the consumer has with the organization, including communication with employees – by phone, in person, or out in the field - or navigating the website. Additionally, the model takes into account the perceived water quality received and overall perceived value of delivery relevant to the amount paid on the bill.
SAWS believes transitioning to the Community Experience Committee (CXC) is important in driving customer satisfaction. They plan to involve the community in developing customer-centered operations and outreach, gain insights from the community to help inform and shape SAWS customer service decisions and develop members as SAWS brand ambassadors to communities they represent.
Potential discussion topics will include but are not limited to:
- Budget and rates
- Conservation
- Efficiencies/service areas
- System resiliency
- Customer assistance initiatives
- Customer service channels and methods
The Community Experience Committee (CXC) composition will consist of up to 20 but not less than 10 members, serving two-year terms and no more than six years total. The CXC will host up to 10 meetings per year.
Qualified applicants will be recommended to the Board of Trustees for appointment. They may choose to appoint all, none, or some of the nominees. SAWS aims to have all members appointed and begin meeting in June.
SAWS is looking for a balanced stakeholder representation, representing all customers:
- Residential
- Business/Industry
- Suburban cities
- Environmental interests
- Military
- Students
- Contractors
- Recycled Water
- Health Professions
- Racial, ethnic, geographic, and gender diversity
Applications will be available soon. For more information, visit SAWS.org.
