Like so many other organizations for whom customer service is a priority, the Henry County Water Authority made some significant changes in that area during and after the pandemic.

A number of customers choose to pay their bills in person at the HCWA headquarters at 1695 Hwy. 20 West in McDonough. That facility now has not one but two drive-thru lanes for more efficient services.

Prior to the pandemic, the authority was averaging about 1,500 drive-thru customers per month, according to officials. That number jumped to 1,750 or so per month when the lobby of the building was closed to the public in March of 2020. Drive-thru business remained at the higher number for about four months before falling closer to the previous average.
While the current average is near 1,450 per month, the wait time has been reduced due to some remodeling. The self-service kiosk that previously occupied the second drive-thru lane was removed to make way for a regular full-service drive-thru stop. It was put into service in November of last year.

“COVID protocol increased our traffic in the drive-thru, so we are trying to ease the wait time and congestion with the addition of the second lane,” said HCWA customer service manager Darlene Johnson. “This should be of great benefit to our customers.”

According to HCWA division manager Allen Rape, who oversees the customer service department, the organization is always looking for ways to improve customer service while protecting the safety and welfare of customers visiting the main office.

“Closing the building for an extended period during the pandemic created a traffic jam in our drive-thru lane, prior to our second lane coming open, which caused frustration for our customers and added stress for our customer service employees,” he said. “Installing the pneumatic tube system in the second lane was key in reducing our customers’ wait time and relieving the stress on our staff managing the window.”

Another trend is being observed in the wake of the pandemic. Officials have noted a 6-percent increase in online bill payments. This rise is likely a direct factor in the large drop in walk-in customers paying their bills at the customer service counter in the headquarters building. That number averaged about 900 per month prior to the pandemic, but it has been reduced to about a third of that since the home office reopened in July of last year.

A customer can pay HCWA bills online, in person, by phone, or by direct draft through their financial institution with no fee. Officials point out that any kind of electronic payment saves the authority, as well as the customer, both time and money.
“In retrospect, one of the positive developments as a result of the pandemic is our effort to provide additional safe, convenient payment options for our customers, especially those who may be vulnerable or still uncomfortable doing business in public settings,” said HCWA general manager Lindy Farmer. “Our staff has been great at adapting to change and following the trends, so we can continue to provide the very best customer service possible.”