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FOR IMMEDIATE RELEASE06-62

December 11, 2006

Contact: Charles G. Sturcken (718) 595-6600

Call Waiting Times on Water Bill Inquiries Reduced By 90 Percent to Less Than 40 Seconds

Commissioner presents Call Center staff with Customer Service Awards

New York City Department of Environmental Protection (DEP) Commissioner Emily Lloyd today recognized a 90 percent reduction in customer call waiting times, by presenting the entire Call Center staff of 45 operators and supervisors along with 66 other employees that serve on a rotational basis in the Call Center with Customer Service Awards.  The DEP Call Center – part of the Department’s Bureau of Customer Services (BCS) – responds to over 20,000 customer service inquiries concerning water and sewer charges per month, and in recent months, the Call Center staff has worked diligently to reduce average waiting times from 6.4 minutes to less than 40 seconds.  The Call Center now offers evening hours on Tuesday and Thursday until 8 PM and Saturday hours from 9 AM to 5 PM, making access more convenient for all account holders.

 “Reducing customer call waiting time is part of making it easier for DEP’s customers to get the help they need, particularly good information about their bills.  This is a very important indicator of the type of turnaround that is taking place in DEP’s Bureau of Customer Service,” said Commissioner Lloyd.   “We know that in the past, account holders have often found it difficult to get clear information about their bills.  As we improve the operations of the Bureau of Customer Service, with a new deputy commissioner, a new first deputy commissioner, and with the assistance of the consulting firm, Booz Allen, we are keeping the needs of our customers at the forefront.”

Along with reducing customer call wait times, the Call Center staff can respond immediately to a variety of inquiries.  These include questions about an open balance, requests for water meter inspections, payment agreements, billing history as well as requests for free DEP conservation audits and inspections.

The Bureau of Customer Services is responsible for all functions related to water and sewer billing for residents of New York City and certain upstate communities.  Additionally, the Bureau contracts for the installation of water meters in unmetered buildings and tests and validates the accuracy of water meters installed by private plumbers prior to installation and administers the City’s water conservation programs.

The Department of Environmental Protection (DEP) protects the environmental health, welfare and natural resources of the City and its residents.  The Department manages the City’s water supply, serving more than half the population of New York State with over 1 billion gallons of quality drinking water daily.  Nineteen reservoirs provide water to 8 million City residents through a network grid of over 6,200 miles of water mains throughout the five boroughs as well as an additional 1 million consumers in four upstate counties.  DEP manages 14 in-City wastewater treatment plans, and an additional nine treatment plants upstate.  DEP carries out federal Clean Water Act rules and regulations, handles hazardous materials emergencies and toxic site remediation, oversees asbestos monitoring and removal, enforces the City’s air and noise codes, bills and collects on  City water and sewer accounts, provides educational materials and resources to City schools, and manages city wide water conservation programs.

Award Recipients

Patricia Abbott

Flatlands

Brooklyn

Irma Amador

Jamaica

Queens

Barbara Baird

Flatbush

Brooklyn

Dawn Banks

Manhattan Valley

Manhattan

Gladys Becerril

Woodhaven

Queens

Panduranga Bkakta

Glendale

Queens

Carmen Blackwood

Flatbush

Brooklyn

Equila Blair

East Tremont

Bronx

Karen Blyden-de Castro

Saint Albans

Queens

Marrena Bonner

Bedford-Stuyvesant

Brooklyn

Gwendolyn Brown

Corona

Queens

Paul Burbank

Ozone Park

Queens

Patricia Butler

Jamaica

Queens

Teresa Calderon

Mt. Eden

Bronx

Rhonda Castro

High Bridge

Bronx

Zola Chacon

Morris Park

Bronx

Yin Zhu Chin-Hong

Elmhurst

Queens

Linda Chronowitz

Flushing

Queens

Yin Mei Chung

College Point

Queens

Sharon Clark

Fort Greene

Brooklyn

Luanna Conyers-Ramcharan

Hollis

Queens

Elena Cracchiolo

Howard Beach

Queens

Opal Crayton

Rego Park

Queens

Samantha Cresswell

Jamaica

Queens

Michael Cruz

Levittown

Long Island

Cathy Daughtry

Bed-Stuy

Brooklyn

Lillye Davenport

Flatbush

Brooklyn

Angela Emile

Bed-Stuy

Brooklyn

Bertha Enciso

Bayside

Queens

Angela Evans

Saint Albans

Queens

Tahseen Fatima

Flushing

Queens

Tanisha Frazier

Flushing

Queens

McKinley Fulton

Corona

Queens

Wilhemina Gamble

Jamaica

Queens

Rosa Garcia

Bushwick

Brooklyn

Iris Gayle

Ditmas Park

Brooklyn

Patrick Giagnacova

Bed-Stuy

Brooklyn

Nkenge Gibson

Ozone Park

Queens

Evangeline Giordano

 

Manhattan

Linda Greene

Richmond Hill

Queens

Charles Greene

Richmond Hill

Queens

Marietta Guerrant

Rego Park

Queens

Lachaune Hackett

 

Nanuet, NY

Pamela Hall-Canton

Saint Albans

Queens

Deborah Harrigan

South Ozone Park

Queens

Edward Hayes

Jamaica

Queens

Judy Hu

Flushing

Queens

Uwe Hurley

Queens Village

Queens

Shaher Khan

Holbrook

Suffolk County

Sonia Kirton

Flatbush

Brooklyn

Kathleen Knight

Ditmas Park

Brooklyn

Robert Ko

Oakland Gardens

Queens

Vadim Kurolapnik

Coney Island

Brooklyn

Merander Layne

Woodhaven

Queens

Karen LeClaire

Elm Park

Staten Island

Tyrone Liggians

East Harlem

Manhattan

Princess Lopez

Flushing

Queens

Yamilka Lopez

Middletown

Bronx

Jeanette Lugo

Mott Haven

Bronx

Judith Marshall

Brownsville

Brooklyn

Owen Marshall

Saint Albans

Queens

Lonnie McCombs

Corona

Queens

Linda Meyers

Highland Park

Brooklyn

Christine Miller

Jamaica

Queens

Carleen Millwood

Bronxdale

Bronx

Maureen Morris

College Point

Queens

Paula Mostoslavsky

Flatbush

Brooklyn

Trudy Myers-Tim

Jamaica

Queens

Vidyawatee Naidu

Hollis

Queens

Antionette Newell

Bronx River

Bronx

Lalainya Newman

Saint Albans

Queens

Efrain Nieves

University Heights

Bronx

Donald Oral

Bayside

Queens

Nicola Palmer

Flatbush

Brooklyn

Deborah Perkins

Bed-Stuy

Brooklyn

Olga Prior

Grand Concourse

Bronx

Kimberlin Purvis

 

Brooklyn

Janet Rabin

Flushing

Queens

Toinette Raeburn

Flatbush

Brooklyn

Annette Reid

Flatbush

Brooklyn

Barbara Robinson

Jamaica

Queens

Dorothy Robinson

Cambria Heights

Queens

Wendy Ann Robinson

Canarsie

Brooklyn

Betsy Rodriguez

Morrisania

Bronx

Steven Roldan

University Heights

Bronx

Janice Ross

Middle Village

Queens

David Rothstein

Flushing

Queens

Subrina Sarjoo

Queens Village

Queens

Florence Sayers

Bed-Stuy

Brooklyn

Rhonise Sellers

Castle Hill

Bronx

Juanita Simmons

Fort Greene

Brooklyn

Jasmattie Singh

Edenwald

Bronx

Anitra Singh

Queens Village

Queens

Khemwati Singh

Jamaica

Queens

Leena Smith

Brownsville

Brooklyn

Shirley Smith

Jamaica

Queens

Richard Somrah

Hollis

Queens

Cynthia Spann

Brownsville

Brooklyn

Roma Stanley

Flatbush

Brooklyn

Linda Stein

Flushing

Queens

Jaichand Surajpal

Ozone Park

Queens

Margarita Tenenbaum

Coney Island

Brooklyn

Wilfred Thomas

St. Albans

Queens

Venecia Thomas

High Bridge

Bronx

Kim Toro

Woodhaven

Queens

Marianne Tucarella

Flushing

Queens

Henry Vargas

 

Bronx

Jacqueline Victoria

Corona

Queens

Gloria Williams

Briarwood

Queens

Peta Gaye Wilson

Flatbush

Brooklyn

Dean Wingfield

Far Rockaway

Queens

Michelle Ye

Elmhurst

Queens

 

More Information

NYC Department of Environmental Protection
Public Affairs

59-17 Junction Boulevard
19th Floor
Flushing, NY 11373

(718) 595-6600