Page 16 - 2020-2024 WSFC Utilities Strategic Plan

14 WINSTON-SALEM/FORSYTH COUNTY UTILITIES

Customer TREND NO.

Expectations 07

Current State and Expectations for the Future
While our services generally meet or exceed customer expectations, some customer
service- and quality-related complaints are to be expected. To help mitigate
these complaints, our website is being redesigned to support information sharing
and customer convenience. The logo and brand have also been redesigned to
help raise community awareness. Customer engagement preferences will likely
continue to change and expectations will increase; however, AMI and other service
enhancements will allow customers to manage their water usage more actively.

Potential Responses

Proactively manage customer expectations and conduct additional outreach and
educational activities to better understand consumer needs. Maintain a focus on
enhancing the customer experience through improved service levels.

Financial TREND NO.

Constraints 08

Current State and Expectations for the Future
Although financially sound, more resources will be necessary to support new
initiatives, compliance requirements, and infrastructure renewal. These investments
will necessitate issuing debt over the next five years, which will likely require
increased rates.
Potential Responses

Continue to engage the Utility Commission and City Finance Department to ensure
that financial resources are sufficient to meet regulatory requirements and support
service demands.