Why is TMWAs call center in Nebraska?
When Truckee Meadows Water Authority was established in 2001 as a new water company, staff analyzed the options for: establishing services within TMWA or using an outside vendor. The priority was to ensure that TMWA would provide the lowest cost option consistent with the highest quality customer service operations. TMWA staff conducted an extensive cost and service analysis. The key factors analyzed were: • TMWAs core competence is operating water distributions systems delivering clean, pure water. • Business analysis proved that the total cost of hiring staff, establishing an office, and providing equipment was neither economically nor operationally justified in comparison to using an outside vendor. The costs analyzed included: call center staff (with various levels of experience), training staff, data processing and call center equipment, office space, office equipment, etc. TMWA strictly adhered to the public process, which demands creating a Request for Qualifications, soliciting
