PWSA’s new leader is scolded over billing problems | Pittsburgh Post-Gazette

Four Pittsburgh City Council members scolded the Pittsburgh Water and Sewer Authority on Monday for ongoing customer service and billing issues — including in some cases thousands of dollars in incorrect charges and bills that fail to arrive — that have outraged constituents and monopolized their staffs’ time. Natalia Rudiak noted that her office still receives two to six PWSA-related complaints weekly, sometimes requiring several hours of attention. “It’s an inappropriate use of city taxpayer dollars to help navigate something that is an independent entity and not our responsibility,” she said. “We are simply relaying the anger that our constituency is relaying to us.” Interim Executive Director David Donahoe said a rushed “marriage” of a new billing system and new meter-interface units that use wireless technology to relay usage information caused incorrect billing, overwhelming customer service staff. PWSA’s board promised resources to right the issues, he said, adding that he has told employees that customers must be treated fairly. Its 111,000 customers receive water and sewer services, sewage removal or are municipal entities. “In short, we have, in all three cases, established the right people as far as I can tell, working on the right solutions. The PWSA does not want our customers to spend time on these issues. … So our goal is to get this marriage working as soon as we can possibly do that,”said Mr. Donahoe. He was named interim executive director March 3 after Jim Good abruptly resigned. Paul Leger, city Finance Department director and PWSA treasurer, said incorrect residential bills have decreased from 50 percent to about 3 percent, just above the industry standard of 2 percent. Councilwoman Deb Gross, who also sits on the PWSA board, said of the ongoing issues and 50,000 incorrect bills: “City council was not crazy. Our constituency was not crazy. There was a systematic problem, and that’s something we can take away from today: affirmation, and that you are working on it.”

Source: PWSA’s new leader is scolded over billing problems | Pittsburgh Post-Gazette

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Author: Stephen G. Barr, Group Publisher

Author, Syndicated Columnist, Editor In-Chief and Group Publisher at SGB Media Group, a social media marketing firm specializing in digital media content production, publishing, affiliate marketing, public relations and advertising. Over 25 years experience in retailing, advertising, website & online forum development, niche social networking, affiliate marketing, search optimization, branding and identity, site location, non-profit fund raising. Event planning, promotion, production and MC/Host at public events. Author, Editor & Publisher of 35 syndicated, digital publications utilizing multiple digital distribution channels in conjunction with launching and administrating national advertising campaigns for major Fortune 500 advertisers in partnership with Google, Ning, Facebook, Myspace, Yahoo, DoubleClick, LinkShare, PepperJam and other industry leading third party affiliate networks. Product development team member from conception to launch on many websites, tangible goods and organizational structure for start ups. Specialties: Public relations, retailing, advertising, website & online forum development, niche social networking, blogging, email campaigns, affiliate/performance marketing, search optimization, branding and identity, site location, event production & promotion, non-profit fund raising and tasteful, responsible adult content publishing. An internationally recognized and read social media columnist & pundit on The Examiner, Associate Content, Vator.tv, X-Biz.net and Technorati and his own affiliated sites.

2 thoughts on “PWSA’s new leader is scolded over billing problems | Pittsburgh Post-Gazette”

  1. Why is it I can call PWSA (wait for awhile to get a customer service agent) and get the actual amount of my monthly bill, but they can’t type out that amount and mail it to me? Right now I electronically send an estimated amount each month unless I have time to call to get the exact amount. It just makes no sense that they can immediately pull up what I know but they can’t send a bill. I have received only one bill in almost one and a half year’s time. What is going on? This is insanity!

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    1. I can’t answer that Amanda sorry but the new man in charge should get a handle on things….if they’d get our software these types of errors wouldn’t occur…another case of stepping over dollars to pick up dimes I’m afraid! I thank you for your comment!

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