The Government’s Water Pricing Policy
Framework requires the charging of non-domestic customers of
water and waste water services and the recovery of the full costs
of providing such services to these customers. This is in line
with National and EU policy on the application of the "polluter
pays" principle, including Article 9 of the EU Water Framework
Directive.
In order to implement the national water services pricing policy,
local authorities are required to achieve universal metering
of the water supplied to the non-domestic sector by 2006. It
is estimated that there are in excess of 11,000 non-domestic
customers in the functional areas of Galway County Council.
This Contract includes for the design installation and operation
and maintenance of 12,370 non domestic meters in Galway County.
The contract called for the provision of a customer call centre,
billing system and debt collection service.
This contract commenced in January 2006, with a 2 year Design-Build
period, and is now in the early stage of a 10 year Operations
and Maintenance phase for Celtic Anglian Water Ltd.
In this project Celtic Anglian Water Ltd (CAW) are the lead contractor.
CAW also operate an established Customer Service Centre, Monday
to Friday, 9am-5pm. We ensure that our staff are customer focused
and able to deal with the range of queries received. The Customer
Service Centre deals with customer telephone calls and letters
relating to the billing/revenue collection service we are providing,
as well as processing postal payments received. We also manage
the postage and distribution of the bills, letters and notices
that we send to customers from our Customer Service Centre.
The technology we use allows us to monitor response times to
letters received and the effectiveness of our telephone call
handling.
We can also manage customer contacts.
SERVICES OFFERED:
• Meter reading
• Meter maintenance
• Billing;
• Revenue Collection;
• Debt Recovery, and
• Customer Contact Management
These services are offered to both Local Authority Metering
and Billing Projects and Private Group Water Schemes.
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