CENTRAL OPERATIONS SECTION

The Central Operations Section (COS) of the Utility Maintenance Branch (UMB) was created to implement and improve the quality of the City's water and wastewater customer service. COS handles approximately 100,000 service requests and processes approximately 13,000 repair work orders annually. COS is staffed by highly trained employees 24 hours a day, seven days a week and consists of four Groups: Field Investigations, the Dispatch Center, Records Management, and the Quality Assurance and Citizens Response Section.

Field Investigation:
The Field Investigation Group consists of individuals specializing in the areas of water and wastewater infrastructure and are considered the "First Responders" to constituent's water and wastewater requests for service to the 311 Call Center.

Dispatch Center:
The Dispatch Group consists of Senior Dispatchers that are assigned the tasks of reviewing each water and wastewater service requests as the requests are received from the 311 Call Center interface. They then determine the level of priority for each request, receive the updated service request from the field investigators, create work orders, obtain necessary permits, and route work orders to the appropriate field personnel.

Records Management:
The Records Management Group is responsible for researching, archiving and reporting all the work performed by the Utility Maintenance Branch.

Quality Assurance and Citizens Response Section:
The Quality Assurance and Citizens Response Section investigates and responds to customer concerns from the Mayor's Office, Council Members, and Director's Office. They also conduct customer satisfaction surveys.