One of Veolia Water's priorities is providing facilities for customers as well as accessibility to services.

Currently there are 24 Call Centers in eight countries in Europe as well as in America, Asia and Africa. They can be reached 24/7 and support local water board offices. This proliferation of contact points enables customers to carry out all their transactions over the telephone and to get answers to all of their questions.
Training in customer relations is given to all Call Center agents in order to optimize the quality of the customer service that customers receive.

"Point Zero"

Usually at the start of a new contract Veolia Water carries out a "point zero". Using customer satisfaction surveys it analyzes the way water services are provided, and what customers feel about the services they receive.

This works allows for a better understanding of what customers expect at that time, and to assess any areas of dissatisfaction. Strong and weak points of the service provision can also be identified and built upon.

Prioritizing Information

Much has been done to make bills easier to understand, for example in Italy, France, the Czech Republic and Morocco. In several countries local information leaflets are sent out with the bills. This initiative is set to be extended.

Thus highly targeted initiatives were embarked upon in Morocco after completion of a "point zero" at the start of the Rabat-Salé contract in 2002. Billing has been simplified, for example. And the first Call Centre in Morocco for a local public service became operational only four months after the start of the contract.