Ricoh Develops and Implements a New Bill Design for Los Angeles Department of Water and Power

Ricoh Develops and Implements a New Bill Design for Los Angeles Department of Water and Power

About the Customer

The Los Angeles Department of Water and Power (LADWP), the nation’s largest municipal utility, delivers reliable, safe water and electricity to more than four million residents and businesses throughout Los Angeles. The Department serves approximately 1.4 million electric connections and over 700,000 water connections, and also provides billing for city trash and sewer services. 

Challenge

LADWP’s billing statement and process was identified as the root cause of a number of cost inefficiencies as well as a hindrance to effective customer communications. Studies had shown that 25-35 percent of customer service call volume was driven by customers struggling to understand their bill. Additional costs were incurred due to less noticeable process inefficiencies.

Solution

Ricoh Develops and Implements a New Bill Design for Los Angeles Department of Water and Power

LADWP chose InfoPrint Solutions to develop and implement a new bill design based on the work of InfoPrint’s document design team. The team conducted customer focus groups and one–on-one interviews with internal stakeholders to determine the most critical design components. Through this process it became clear that vivid color graphs illustrating individual power consumption customized for each home or business, would be a beneficial component, allowing customers to clearly see their usage. Through the document redesign process, InfoPrint was able to reduce the bill size from six pages to four. This would allow LADWP two additional pages to deliver relevant marketing messages and educational content.

Results

The newly designed bills from LADWP are easier to read, clearly showing what the customer is asked to pay and how it is calculated. The statement includes icons for easy navigation and graphs that show history patterns and peak usage. The benefits of the new design include a greater customer understanding of energy and water usage while reducing call center volume. These important changes enable LADWP to keep customers informed and educated on the issues that align with their priorities the most: saving water, power and money.

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