After securing water for our community’s future with the Vista Ridge project, San Antonio Water System is now ready to improve another aspect of doing business: the customer experience. The new Community Experience Committee (CEC) is being created to learn more about customers, what matters most to them, and SAWS is seeking committee members to help lead the effort.
“We want to emphasize to our neighbors that we’re here for them and because of them,” said Gavino Ramos, vice president of Communications & External Affairs. “That means making every interaction the best that it can be and listening to what they have to say.
“This past year really highlighted that we’re in this together – we’re part of the same community, working toward common goals. What better time to learn more about the customers we’re here to serve?”
The focus of the CEC is to maintain a constant dialogue with our neighbors by educating and seeking feedback from a diverse group of community-oriented individuals on a range of topics to improve the overall customer experience. With many opportunities to connect with customers online and in the community, it’s more important than ever to ensure SAWS is meeting customer expectations and even going above and beyond whenever possible.
“The purpose of this group is to keep the utility connected to the community and vice versa,” Ramos added. “Our expectation is that members will be active in their HOAs, trade groups and other community organizations so that the information we share with them can be disseminated to others.”
The customer experience is the user’s overall perception of the organization, and the result of every interaction a customer has with SAWS, including:
- Talking to a customer service agent or field employee.
- Navigating the SAWS website.
- Quality of water services received.
- Thoughtfulness of traffic control at SAWS worksites.
Those interested in serving on the CEC should apply at saws.org/community-experience-committee/.
The CEC will meet the second Tuesday of every month. Members will learn directly from SAWS staff about various projects and issues affecting customers. They will have the opportunity to voice their thoughts, as well as bring up topics and ideas for consideration. Appointment terms are for two years. Applications are due by May 28.