Case Study: City of Avondale achieves nearly 50% fewer utility disconnects and streamlined constituent services with Genesys Cloud IVR

Proactively Handling Constituent Calls

The City of Avondale, Arizona, a fast-growing municipality, faced rising constituent call volumes and needed to improve access to family assistance resources and reduce utility disconnects without costly hardware, software or staffing investments. Working under tight constraints, city officials pursued a flexible platform-as-a-service IVR solution capable of handling heavy call loads and future needs like mobile integration and advanced analytics.

Avondale deployed Genesys Cloud inbound and outbound IVR in under 90 days, launching a Family Assistance Registration inbound system, a Utilities Disconnect Notification outbound service, and staff-built garbage pickup reminders. The solution cut utility disconnections by nearly half, drove the bad account ratio under 1%, saved significant staff time and costs, improved cash flow, and virtually eliminated extra garbage-route expenses while enhancing constituent access to services.

City of Avondale