Kansas City Board of Public Utilities

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Company: Kansas City Board of Public Utilities
Entry Submitted By: DSC Communications LLC
Company Description: KCBPU is a municipal utility that has provided electric and water service to residents of Wyandotte County, KS for more than 100 years. It serves a diverse community that deals with some of the highest levels of unemployment and poverty in the state. Unlike investor-owned utilities, BPU is community-owned and all of its 650 employees live in the community where they live, work, and play.
Nomination Category: Web Site Categories
Nomination Sub Category: Utilities

Nomination Title: KCBPU - Improving Customer Service Through a Redesigned Website

How often is this web site updated? Dynamic content is updated weekly or even daily, and includes things such as news releases, reports, calendars, outage maps, etc. for its 67,000 customers. The site layout was most recently redesigned and launched in October/November of 2015.

Briefly describe this site's objectives and how it has met those objectives (up to 125 words):

To better serve utility customers, BPU updated its website to act as a virtual lobby, providing answers to important questions and key links to primary services. The updated site features a simpler 2-column layout, with more prominent links to outage maps, bill payment screens and social media pages. Fresh images and colors on the site better reflect the BPU brand, and the responsive design makes it easier for users to view on any device.

Key metrics include:

• Sessions increased by 12.22%
• New visitors increased by 29.68%
• Total pageviews increased by 40.05%
• Average session duration increased by 22.89%

Since the site’s launch in November, it has has received rave reviews both internally and from external stakeholders.