Abstract
This article describes how the Las Virgenes (California) Municipal Water District (LVMWD) redesigned its structure in order to achieve greater clarity and consistency in customer‐related communications. Going from an organizational structure based on bureaucratic “silos” that separated field and office functions relating to customers, LVMWD decided to combine Public Outreach, Office Customer Service, Billing, Meter Reading, and Field Customer Service into a single department. LVMWD used the method of looking at itself through the eyes of the customer to determine how to reorganize to achieve the greatest efficiency for its customers.
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