One Text Results in Big Savings Through New EMWD Program by Eastern Municipal Water District Jul 14, 2022 Member Submitted News PERRIS— Eastern Municipal Water District (EMWD) has rolled out a new program that it anticipates will save the organization more than a half-million dollars per year and reduce the number of customer water service disconnections. EMWD’s new Text-to-Disco (short for Disconnect) program notifies customers of an impending service disconnection due to non-payment. The program was developed as a result of staff attending a Customer Service Week Conference and learning of the idea from others. It was implemented within six weeks. Delinquent customers who are scheduled for disconnection receive a text message alerting them of the planned action to occur later that same day. This final communication is in addition to letters, telephone calls and door hangers advising customers of the delinquency matter and pending disconnection. The goal of the program is to prompt customers to contact EMWD to make a payment or set up a payment plan which, in most cases, automatically cancels the non-payment disconnection service order. In the first week of the program, nearly 50 percent of customers made a payment, resulting in canceling the disconnection service order. Each customer disconnection for non-payment requires two truck rolls – one to disconnect, and another to restore service once payment has been received. It costs approximately $60 per truck roll in staff time, fuel costs and other resources. Based on conservative estimates, EMWD’s new Text-to-Disco program will save EMWD a half-million dollars per year in avoided disconnection service costs. “By proactively communicating with customers in the simple form of a text message, we are helping to eliminate their service disruptions, show we are willing to work with them on getting current or on a payment plan, and providing significant cost savings,” EMWD Board President Phil Paule said. “We are proud of this new service and the benefits it provides. We look forward to it being an important piece of our customer service experience for many years.” # # # Eastern Municipal Water District is the water, wastewater service and recycled water provider to nearly one million people living and working within a 558-square mile service area in western Riverside County. It is California’s sixth-largest retail water agency, and its mission is “To deliver value to our diverse customers and the communities we serve by providing safe, reliable, economical and environmentally sustainable water, wastewater and recycled water services.” More information can be found at www.emwd.org.