Restructuring to Better Serve You
The customer experience is at the heart of everything we do. We seek what is best for our community as we strive for continuous improvement in all areas. Sometimes, the ways we improve the customer experience are very visible to the community. You can see crews working to improve infrastructure; you can see a new bill design. What you do not see is how the work is accomplished. As a results driven organization, we have processes that keep the work we do efficient and accurate, but we are more than systems and processes; our people make a difference every day. The ways our people work together and communicate have a strong effect on the customer experience. If our organization is structured with the customer experience in mind, our people can quickly obtain the information and relay quality answers. This is why Holland BPW’s 2020 reorganization is so impactful.
Holland Board of Public Works underwent a significant restructuring of the organization in January 2020. The new structure is designed to enhance internal communication and interaction between key departments, which influences the overall customer experience. Directly related to the customer experience is the new Customer Solutions department, led by Amy Yost, who was previously the Customer Service Manager. The Customer Solutions department brings together the HBPW teams that interface the closest with customers: Customer Service, Key Accounts, Energy Waste Reduction, Billing and Meter Information. “HBPW is committed to innovative solutions for our customers. Having these teams work closely together improves efficiencies so that we can better serve all our customers” explained Yost.
Broadband Services was established as its own utility through the 2020 organization change. Pete Hoffswell continues to lead the utility as the Superintendent of Broadband Services. Previously, Broadband Services was part the IT department, as Holland BPW first built fiber to improve communications for the electric utility. Over time, local organizations expressed their needs for enhanced internet access. Having built extra capacity for unidentified future needs, Broadband Services grew, eventually providing three different types of services. The community of Holland continues to ask for more from Holland BPW Broadband Services. Shifting from a department to a utility positions Broadband Services for growth and future opportunities.
The Business Services department was also restructured by bringing the IT department together with Human Resources, Safety and Regulatory Compliance, and Warehouse/Facilities. The new Business Services department is headed up by Becky Lehman, former Director of Technology. Business Services supports the internal needs of the organization. The work performed by Business Services has an indirect influence on the customer experience. Having all of these departments in the same loop proves to be a great value to HBPW. For example, solving problems as a cross-functional team resulted in a positive transition to a work from home environment for a large ratio of our staff without causing any major disruptions in the customer experience. “The business services group continues to navigate the COVID-19 situation with fluid communication and swift responsiveness,” said Lehman.