LA Sanitation & Environment Presented With 2020 California Association of Sanitation Agencies Organizational Excellence Award

Posted on 01/29/2021
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LA Sanitation & Environment Presented With 2020 California Association of Sanitation Agencies Organizational Excellence Award
Customer Care Center Telecommute Program Recognized for Swift and Effective Pandemic Response 

LOS ANGELES, CA (January 29, 2021)—The California Association of Sanitation Agencies presented LA Sanitation & Environment (LASAN) with the 2020 Organizational Excellence Award for their Customer Care Center Telecommute Program. Because of this program, the Customer Care Center was able to transition 120 staff members into working from home without any disruption to LASAN service at the beginning of the COVID-19 pandemic.

"LA Sanitation & Environment provides critical services throughout the City that protect public health and the environment," stated LASAN Director and General Manager, Enrique C. Zaldivar, "Ensuring continuity of services by being prepared for unexpected emergency scenarios is part of how we maintain our organizational excellence."

Beginning in 2019, the LASAN Customer Care Center began developing a program that would enable their staff to work remotely from any location using Amazon Connect. Amazon Connect possessed  the cloud-based capability of connecting employees with incoming call volume from any remote  location. In addition, calls can be made using a premised based telephone,  cellphone or over the Internet from a computer using the softphone feature. Because of LASAN's planning in advance, this meant that the telecommute program was able to roll out immediately and seamlessly once COVID-19 restrictions were in place.

"With Los Angeles residents quarantined at home, calls to our LASAN Customer Care Center have increased from 3,000-4,000 calls per day to up to 6,000 calls per day," said LASAN Customer Care Center Division Manager, Cecile Buncio, "But LASAN staff have been able to continue the same excellent level of service that our fellow Angelenos deserve."

The Customer Care Center Telecommute Program has provided other benefits besides a smooth transition during COVID-19 restrictions. Staff working from home helps to reduce emissions from greenhouse gases (GHGs) and criteria air pollutants.