DPW Addresses Billing Errors In Report, Says It Is Making Improvements

BALTIMORE (WJZ)– The Baltimore Department of Public works reported making significant progress in improving billing water use, meter reading and customer service.

Rudolph Chow, the head of the Bureau of Water and Wastewater told the Board of Estimates and addressed the issues raised on the City Auditor’s report released in February.

The audit mentioned concerns about estimated bills, billing errors, new accounts not being billed and not having standardized procedures in place for some operations.

Chow said his office has increased the number of meter readers and meter inspectors to serve the 410,000 accounts. He added that the tracking and monitoring processes are now user-friendly and easily retrievable.

The DPW has also opened a Customer Care Center to better serve its customers.

“Customer service, accuracy and timeliness are priorities for us,” said Public Works Director Alfred H. Foxx. “We are keeping our promise to provide the best customer service possible. Whereas several months ago when you called you would be on hold for 20 minutes, now that time is reduced to three minutes or less.”

The DPW also said that it is also moving forward with an automated metering and billing system which is expected to be in place within three to five years.


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