Regional Water Authority upgrades

In an effort to better serve the customers' needs, the Regional Water Authority (RWA) has upgraded its Interactive Voice Response (IVR) or automated attendant system and has developed a brochure explaining how to use the system.

Orange customers will soon receive the "how to" brochure. The bilingual brochure was created to help RWA customers call the Customer Service Center to schedule an appointment, make a payment, and enter meter readings 24 hours a day, seven days a week, without the help of a customer service representative.

The brochure gives customers the step-by-step instructions on how to use three of the best features of the IVR. In addition, customers can receive general business, recreation and HazWaste Central information from the automated attendant.

"Using the IVR system does not prevent customers from talking with our customer service representatives. It is just another opportunity for customers to get information on their schedule, when they want it," explained Pat Sweet, vice president of external and customer relations.

The Authority has included a short survey with the brochure. "We're asking customers to use the system and then take a moment to fill out the survey and return it to us," explained Sweet.

The Water Authority is a regional organization that supplies water and related services to some 400,000 consumers in 12 south central Connecticut communities. It owns approximately 24,800 acres of watershed land, which provides a wide array of recreational opportunities. Through its Whitney Water Center, the Authority also provides hands-on water science programs to 16,000 students annually.