Years of complaints about billing mistakes and hours-long customer-service hold times have prompted San Diego officials to make sweeping changes to the city’s Water Department. The changes include a new billing system, switching customer service software, new call routing, more payment options and a new policy alerting customers when their bill is being withheld for a leak investigation. The city is also hiring more customer service workers, paying them more, expanding their training and putting new leaders in charge of their efforts.

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