LADWP GM Marcie Edwards Outlines Priorites for Improved Customer Relations

The new general manager of the Los Angeles Department of Water and Power (LADWP) has outlined a list priorities which includes fixing billing problems, improving customer wait times, and establishing better communication with ratepayers.

Marcie Edwards discussed her agenda before a packed room of business leaders and members of the press on Tuesday. Edwards stepped into her new role only nine days ago.

“We are in a period that is unprecedented for change in the power and water industry,” said Edwards during the meeting which took place in the Mayor’s office.

Edwards discussed the challenges of evolving as a utility and maintaining the public trust.

“The endgame where we’re all providing renewable power - that’s a great end game,” said Edwards. “(But) how do you get there consistently with ensuring that we continue to deliver water and power every single day and you do so realizing that you’re playing with other peoples money?”

Recent billing problems forced the department to suspend collections. Edwards says call volume is expected to increase as those problems are addressed and fixed.

Meanwhile, Edwards says the department is training 50 customer service representatives.

RELATED:

A message to our customers about billing problems (LADWP)

LA City Councilmember Mitch O'Farrell blog on LADWP billing issues (cd13.com)

 

 

 

 

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