City Water, Light and Power is asking our customers to update their utility account records—especially telephone numbers and other contact information—in preparation for our upcoming inauguration of several state-of-the-art systems that will allow the utility to more effectively and efficiently manage service disruptions. These new systems include a Customer Information System (CIS), Outage Management System (OMS) and Integrated Voice Response (IVR) system. Having up-to-date contact information will greatly improve the utility’s ability to respond to customer calls regarding outages or other service problems.
The IVR is a phone system that will serve as the first line of response for callers to CWLP’s electric trouble line (789-2121). The system requires up-to-date contact information in order to utilize its many automated features. Working in tandem with the CIS and OMS, the IVR has a caller ID feature that will be able to identify the name and service address of callers, determine whether or not they are in an area affected by a known service problem, and provide them with an instantaneous service status report, including whether crews have been dispatched, the cause of the problem and an estimated time of repair. Live operators will still be available to handle calls that require personal attention.
The IVR’s 24-line system is capable of handling calls much faster and more efficiently than the utility’s current, 1970s-era phone system, which has just five phone lines and allows live operators to handle only two calls at a time.
Optimum performance of this response system is possible only if the CIS has accurate customer information. Customers who have changed their phone numbers or other pertinent contact information since opening their CWLP accounts are asked to use the appropriate link below to access an account update form. Or you can call CWLP Customer Service Office at (217)789-2030.
The Account Update Form is available in both Microsoft Word and PDF format. To utilize the Word version your computer should be equipped with Microsoft Word. CWLP does not recommend attempting to complete and submit this form using any other word processing software.
To open, fill in and print out the PDF form, you will need Adobe Acrobat REader, which you can download for free by clicking on the icon below. You will only be able to submit the completed PDF form electronically if your computer is equipped with Adobe Acrobat 5.0 (or a later version) or Adobe Acrobat Approvals 5.0.
To access the online form, click on the appropriate link below.
Last Updated: 05/01/08