News Summary
San Diego’s Public Utilities Department has revamped its sewer and water billing processes, significantly improving customer service. Average hold times have dropped to just 69 seconds, and the number of customers facing unexpected cumulative bills has decreased dramatically from nearly 25,000 to around 2,400. The enhancements stem from a new billing system and procedural changes, with plans for further upgrades and smart meter installation. The department aims to prioritize customer satisfaction despite forthcoming rate increases driven by infrastructure needs.
San Diego – The city’s Public Utilities Department has transformed its sewer and water billing processes, leading to significant improvements in customer service. Recent data shows that average customer service hold times have dropped to a record low of 69 seconds, compared to previous averages that exceeded half an hour. This accomplishment follows major reform initiatives over the past two years, which included implementing a new billing system and adopting Amazon Connect for customer service operations.
The enhancements have also led to a dramatic decrease in the number of customers receiving unexpected cumulative bills, some of which had previously exceeded $2,000. The number of held bills, long a source of frustration for residents, has plummeted from nearly 25,000 to just about 2,400. The swift decline in backlog has allowed the department to conduct quicker investigations and resolutions, significantly reducing the incidence of large unexpected bills.
In addition to the technological upgrades, several procedural changes were instituted, including a policy mandating that employees inform customers when their bills are being held for leak investigations or other irregularities. New call routing systems and additional payment options were also rolled out as part of the overhaul.
The improvements have garnered positive feedback from city officials. The Council President expressed surprise at the speed and effectiveness of the changes, while another Councilmember highlighted the notable drop in complaints from residents regarding long waiting times and billing disputes. Statistical analysis reveals that the backlog of held bills has decreased by 90%, from 24,497 in February 2024 to approximately 1,200 by March 2025, accounting for less than 1% of total accounts.
Previously, average customer wait times hovered around 33 minutes and 44 seconds, a situation that has changed dramatically to just one minute and 53 seconds. A post-call survey indicates that 85% of customers were satisfied with their service experience, while 87% reported having their issues resolved during their initial call.
Key improvements in technology utilization and resource allocation have been essential in achieving these results, according to departmental management. Notably, many of the changes were prompted by a 2018 city audit that recommended significant revamps in billing practices.
As a continuation of these positive changes, plans are underway to upgrade the My Water SD web portal. This application will provide enhanced access for customers and include new payment plan options aimed at debt relief. Additionally, the department plans to transition to smart meters for approximately 300,000 customers. This shift is anticipated to further improve the accuracy of billing.
While the department has made progress in customer service and billing efficiency, officials also acknowledge that these improvements coincide with the city’s plans for future rate increases. A projected 70% increase in rates is anticipated over the next few years, driven primarily by infrastructure needs and rising rates from the County Water Authority. Despite the increase, the department aims to prioritize customer satisfaction as it navigates these financial adjustments.
In summary, San Diego’s Public Utilities Department is on a transformative path, significantly enhancing its customer service and billing processes through robust technological upgrades and procedural reforms, while maintaining a focus on future improvements and customer needs.
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Additional Resources
- CBS 8
- San Diego Union-Tribune
- NBC San Diego
- Business Wire
- County News Center
- Wikipedia: San Diego
- Google Search: San Diego Public Utilities Department billing
- Google Scholar: San Diego water billing improvements
- Encyclopedia Britannica: San Diego
- Google News: San Diego Public Utilities improvements
Author: STAFF HERE SAN DIEGO WRITER
SAN DIEGO STAFF WRITER The SAN DIEGO STAFF WRITER represents the experienced team at HERESanDiego.com, your go-to source for actionable local news and information in San Diego, San Diego County, and beyond. Specializing in "news you can use," we cover essential topics like product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news affecting the area—with deep expertise drawn from years of dedicated reporting and strong community input, including local press releases and business updates. We deliver top reporting on high-value events such as Comic-Con International, San Diego County Fair, and San Diego Pride Festival. Our coverage extends to key organizations like the San Diego Regional Chamber of Commerce and United Way of San Diego County, plus leading businesses in biotechnology, healthcare, and technology that power the local economy such as Qualcomm, Illumina, and Scripps Health. As part of the broader HERE network, including HEREAnaheim.com, HEREBeverlyHills.com, HERECostaMesa.com, HERECoronado.com, HEREHollywood.com, HEREHuntingtonBeach.com, HERELongBeach.com, HERELosAngeles.com, HEREMissionViejo.com, and HERESantaAna.com, we provide comprehensive, credible insights into California's dynamic landscape.
