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Mailyn Mundy

Miami-Dade Water and Sewer Department significantly reduces the average call wait time

MIAMI (March 09, 2016)

The Miami-Dade Water and Sewer Department (WASD) is committed to not just serving Miami-Dade residents with high-quality drinking water and wastewater disposal services, but also to providing excellent customer service. 

New performance results indicate the WASD Customer Call Center has reduced the average call wait by 73 percent from February 2015 to February 2016.

These results are all while increasing the average number of calls answered within two minutes by 34 percent.

“Having continuous improvement in Customer Service is one of my top priorities.  All of our staff is being well trained to provide excellent service and our customers will notice this great effort.  Our customers always come first and we are here to serve their needs,” said WASD Director Lester Sola.

In addition, improvements in abandoned calls have also dramatically reduced from 30 percent last year to seven percent this year. 

Overall, the improvements are due to several factors including the extension of call center hours of operation to 7 p.m., vigorous customer service training, better resource management, and a skill set sharing project with 311. 

It is the priority of the Miami-Dade Water and Sewer Department to provide safe, reliable service to its customers. For additional information about Department services and programs, visit the website.