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News from Water Services

CONTACT: Colleen Doctorian, public information officer, 816-513-0232


New conveniences for Water Services customers

The City of Kansas City, Mo., Water Services Department has added new features to its website and telephone call center system that enhance the customer service experience and assist residents in monitoring their water usage. Customers will have more opportunities to choose between technology or people-based customer service methods that best fit their needs and the individual situations.

Customers can register their water accounts online at that will allow them to pay bills online by debit card, credit card and now by e-check. Customers can also check account balances, receive e-bills and check past payment amounts.

The completion of the City’s Wave, automatic meter reading system, has allowed the department to add additional account information online, including bar graphs of customers’ daily water use. Also a new water usage alert system was implemented that sends emails to registered customers when their water use increases or never goes to zero. These features will help Water Services customers better understand and manage their household and business water usage and avoid unpleasant billing surprises that result from leaky faucets and toilets in a home or business.

The 3-1-1 Call Center has added additional staff and reorganized the call center to better match customer call loads. Operating procedures have also been implemented to increase the number of first-call resolutions and have worked to reduce the number of back-logged customer cases.

An interactive voice recognition software system is also available 24-hours-a-day via 3-1-1 that allows customers to enter their phone or account number to access current bill amounts due, due dates or make payments with credit card, debit card or from their checking account.

“We are making considerable progress in offering options for customers that recognize that people have different communication preferences, and specific issues lend themselves to different communication modes,” said Acting Water Services Director Terry Leeds. “We will continue to develop and refine communication tools to improve the customer service experience for City residents.”

For more information about this issue or about Water Services, visit

The Kansas City, Mo., Water Services Department maintains and operates drinking water treatment and distribution systems, storm water management and control systems and wastewater collection and treatment systems for residential and business customers in the Kansas City region. Operation is funded by fees charged to customers based on their use of products and services.

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