Affordability & Customer Support
At DLC, we’re always looking for ways to make the <a href="https://bitcomme.com/cota-launches-customer-experience-action-plan/" title="COTA launches Customer Experience Action Plan”>customer experience simpler, more convenient and easier to navigate. One recent initiative already making a positive impact is the Bill Compression Project. Launched earlier this year, the initiative is improving the billing experience for customers while also supporting affordability and sustainability goals.
Focused on simplifying customer bills, reducing unnecessary paper usage and improving digital accessibility, the project delivers meaningful enhancements without requiring a complete bill redesign.
Before the project was launched, customer bills were typically three pages and included a static informational insert that added an extra sheet of paper to every mailing. Instead of pursuing a costly redesign, teams across the company worked together to streamline the existing format by consolidating content, reorganizing bill sections and simplifying messaging.
As a result, the average customer bill was reduced from three pages to two while continuing to meet all Public Utility Commission (PUC) requirements. The updated layout presents information in a clearer, more concise format that’s easier to review and understand.
The Bill Compression Project also helps reduce operational costs and environmental impact. Since launching, the initiative has already resulted a 30% reduction in paper consumption.
“These improvements demonstrate how thoughtful operational changes can create meaningful benefits for our customers,” said Dawn Stolarski, DLC’s manager of billing. “By simplifying bills, reducing waste and improving digital accessibility, we’re helping deliver a better customer experience while supporting affordability and sustainability goals.”
DLC has also transitioned to generic mailing envelopes, helping further reduce material and operational expenses.
The project also introduced improvements for customers who view their bills online.
Previously, customers had to navigate through multiple image files. By converting to a new PDF format, bills are now available as a single, easy-to-access document that’s simpler to open, review and save. The enhancement also allows DLC customer service representatives to access billing information more efficiently, helping support faster service.
Through initiatives like the Bill Compression Project, DLC continues to identify practical ways to improve service, support sustainability and enhance the customer experience.
