Improving Department of Water and Power Customer Service...

Earlier this month, I introduced a motion asking the Department of Water and Power (DWP) to immediately report to the Energy and Environment Committee on the status of its customer service help-line, operational issues impacting the customer call-back feature, and the Department’s efforts to address customer service concerns. This week, the Department of Water and Power submitted its report back to the City Council on the status of customer service efforts. Additionally, the utility has announced the hiring of 37 new employees to improve customer service.

DWP General Manager Marcie Edwards reported that there are still an additional 6,000 customers who have not received a bill in over seven months. Customers are waiting an average of 35 minutes before speaking to a representative. The Department hopes to get that wait time down to 15 minutes by next month and 3 minutes by next March with the additional hires and switch to a monthly billing cycle.

I look forward to continuing to work with the DWP to improve customer service for our residents here in the Twelfth District and throughout the City of Los Angeles.

Click here to view my motion.
Click here to view DWP’s report back.

-Mitchell Englander, Councilmember Twelfth District