Improving our online and digital services

October 2021

Samantha Jenkins
Product Owner, Business Channels

We’re updating the online customer experience and I’m excited about the opportunities offered by our new portal.

Customers told us that improving our online and digital services was an area they wanted us to focus on, so over the last year we’ve been doing just that.

We’ve been working on a new customer portal, GetConnected where for the first time, home owners and larger developers can track their application progress. Through simplified steps, we’ve created a better customer experience, and since go live we have successfully processed over 4000 applications!

We’ve also been working closely with internal colleagues to understand the customer experience and processes end to end, and created a customer feedback form, where we ask customers for their experience to help us shape our future priorities and plans.

I enjoy working with our customers and listening to their feedback. This helps me give them the best customer experience online when making a water or waste water connection.

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