A regional public water and sewer utility partnered with EvolvedWork to transform billing operations using discovery-led AI — reducing call volume, improving accuracy, and elevating service for 85,000 customers.
The Challenge
The utility faced mounting pressure from outdated billing systems, high call volumes, and staff burnout. Customer complaints were rising, and manual processes consumed valuable time that could be spent on strategic initiatives. Leadership knew modernization was necessary — but feared disrupting service to 85,000 customers in the process.
This is a pattern EvolvedWork sees often in public sector organizations: the need to modernize is clear, but the fear of disruption creates paralysis. The answer isn't to move slower — it's to start with discovery, not deployment.
"We knew we needed to modernize, but we did not know where to start without disrupting service to our customers."Director of Customer Operations · Regional Water Utility
The utility knew it needed to modernize, but lacked a clear starting point that would not disrupt service to 85,000 customers. EvolvedWork conducted a comprehensive discovery phase to understand workflows, pain points, and opportunities — mapping actual processes rather than assumed ones. This discovery-led approach revealed opportunities the team had not even considered.
The SolutionEvolvedWork designed and implemented an AI-powered billing assistant that automated routine inquiries and streamlined account management, freeing staff to focus on complex issues that genuinely required human expertise. A phased rollout with continuous feedback loops ensured staff adapted confidently before each new capability went live.
The utility now saves 625+ hours monthly, has achieved 94% first-contact resolution, and reduced call volume by 40%. Customer satisfaction reached 4.6/5. Staff satisfaction increased 35% as team members shifted from repetitive tasks to complex, meaningful work.
| Dimension | Before | After |
|---|---|---|
| Monthly hours on routine inquiries | High manual burden | 625+ hours saved |
| Call volume | Baseline | 40% reduction |
| First-contact resolution | Below target | 94% |
| Customer satisfaction | Complaints rising | 4.6 / 5 |
| Staff satisfaction | Burnout risk | +35% improvement |
"The discovery process revealed opportunities we had not even considered."IT Manager · Regional Water Utility
We mapped actual workflows rather than assumed processes — revealing opportunities the team had not considered and ensuring the solution addressed real pain points.
A staged rollout allowed staff to adapt, provide feedback, and build confidence before each new capability went live — eliminating the resistance that kills most technology projects.
Seven staff members were reskilled to work alongside the new system — not just as users, but as informed operators who could identify improvement opportunities.
Performance data from live operations drove ongoing refinements, ensuring the system improved steadily rather than degrading after launch.
The utility is now exploring predictive maintenance capabilities and proactive customer outreach based on usage patterns. The foundation built through this engagement positions them for continued innovation — and the confidence to pursue even more ambitious goals.