The Western Virginia Water Authority provides water and wastewater services to over 69,000 customers across three counties—and they’re committed to doing it efficiently.
But until recently, residents or businesses requesting new utility service installations had no way of tracking the status of their new service installation application while internal staff relied on spreadsheets and email communications to move the request from one department to the next.
By replacing manual spreadsheets with automated Laserfiche workflows and digital forms, WVWA has reduced processing times, eliminated communication gaps, and improved service delivery for citizens.
The Problem: Excessive Paperwork and Phone Tag
Before implementing Laserfiche for new service requests, the Utility Billing Supervisor described it as “an impossibly complicated process” that touched many departments in the organization.
With so many stakeholders, both internal and external, it was difficult to keep everyone in the loop.
The customer might call multiple times during the processing of their request to check the status or to provide information requested to the WVWA teams.
Other frustrations included:
- Tracking service installation requests in Excel spreadsheets that required constant manual updates.
- Staff spent excessive time on phone calls and emails trying to coordinate between departments.
From initial customer contact through final meter installation, staff had to manually shepherd each request through multiple handoffs.
The Solution: A Single Digital Process from Request to Installation
WVWA created a comprehensive Laserfiche solution that follows these streamlined steps:
- Request Submission: Customer completes the online form with service details
- Internal Review: Engineering staff use internal forms to define scope and calculate costs
- Approval Process: Field Operations staff review and approve cost estimates
- Customer Notification: System automatically generates and sends invoice to customer
- Installation Coordination: Field Operations water and sewer teams get automated alerts to schedule work
- Status Updates: All parties can check current status in the system
- Project Completion: Final documentation is automatically filed and accessible for future reference
Engineering Service Request Lifecycle
Before vs. After Laserfiche
| Before | With Laserfiche |
|---|---|
| Manual entry in Excel | Auto-routing to engineering |
| Interdepartmental emails/calls | Scope & cost entered in form |
| Manual cost estimates & approvals | Auto-approval workflow |
| Invoice sent manually | Invoice auto-sent to customer |
| Customer follows up for status | Status visible via portal |
| Teams coordinate installation via email | Teams auto-notified to schedule work |
| Final paperwork stored in shared drive | Final docs auto-filed in Laserfiche |
Benefits: Faster Service, Fewer Calls, Happier Staff
For Customers: Convenience and Visibility
- An online form lets residents request new service installations anytime.
- After submitting, customers receive automatic confirmation emails.
- A status checking portal lets customers see their request progress in real time.
“The online form allows customers to reach us at their convenience, which isn’t always Monday through Friday 8-5pm,” noted the Program Manager for Customer Service and Billing Operations. “It also allows customers to provide all appropriate information so follow-up calls or emails are not necessary and the work can get done quicker.”
For Staff: Everything in One Place
- Internal forms replaced Excel spreadsheets for defining scope of work and calculating costs.
- An approval workflow ensures proper review of cost estimates before customers are invoiced.
- Automated notifications are customized to the users’ needs.
- All project documentation stays in one accessible location.
“This new workflow has greatly improved efficiencies and nearly eliminated gaps in communication,” the Billing Supervisor said. “When requests are updated, notifications are automated, keeping the customer and the Authority informed and saving time.”
Lessons for Other Government Agencies
WVWA’s success offers valuable insights for other government IT departments:
- Design for all stakeholders: Create interfaces tailored to each user group’s specific needs
- Automate notifications: Reduce manual follow-up by building in automatic alerts
- Enable self-service: Give citizens ways to submit and track requests without staff involvement
- Connect departments digitally: Bridge organizational silos with workflows that coordinate handoffs
For more information about how MCCi partners with public sector organizations to improve staff satisfaction and service delivery, fill out the form below today!
