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The $12 million project enables customers to call a 24-hour hotline 2824 5000 for all kinds of service matters, including complaints, accounts and fault reports, instead of eight numbers for different enquiries in the past.
The centre was opened by the Secretary for Information Technology and Broadcasting, Mr K C Kwong.
Mr Kwong said the centre was fully in line with the Government's commitment to improve the efficiency and quality of public services through the wider use of information technology.
"In the past three years, we have invested over $5.5 billion in Government computer and related projects," he said.
"We have built a business and working environment within the Government which fosters and promotes the wider use of information technology," Mr Kwong said.
Also speaking at the opening ceremony, Director of Water Supplies Mr Hugh Phillipson said that as a utility provider, WSD must keep pace with the private sector and do its best to satisfy customers' need for quality water services.
Describing the centre as a milestone in WSD's quality service, Mr Phillipson said, "Now using a touch tone telephone you can select various information on water services, collect information by fax, or simply choose to call our Customer Service Officers (CSO) direct."
"With the installation of 100 telephone lines, the success rate of getting the line connected has been enhanced to almost 99 per cent, while the average waiting time for calls connected to the operators will be reduced to 15 seconds," he said. The department is already receiving 100,000 calls a month.
The centre features a computer telephony integrated system to provide automated information support to the operators, such as information on water suspension, mains bursts/leaks, billing, individual accounts and general answers to frequently asked questions.
Also emergency and important messages can be shown in the pop-up screen and digital boards in the centre so that the CSO can grasp the latest information when handling enquiries.
Through the sophisticated computer network, details of complaints and enquiries can be referred to responsible officers for prompt follow-up action, and progress can be monitored by the system.
WSD is exploring opportunities for further improvements to the system, such as handling change in consumership and refund of deposit by telephone.
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