Case Study: Broward County Florida WWS achieves PCI-DSS compliant payment processing with Key IVR

Broward County Florida WWS - Customer Case Study

Broward County Florida Water and Wastewater Services (WWS) approached Key IVR with the challenge of achieving PCI-DSS compliance for its telephone payments. The county government wanted to de-scope its IT systems from sensitive cardholder data while preserving its existing Cisco and Cybersource infrastructure. A key requirement was to improve the call-to-payment ratio and enhance the overall customer experience without forcing a complete overhaul of their operational systems.

Key IVR implemented a solution featuring two bespoke services: an Agent Assisted Payment platform for customer service staff and a bilingual Payment IVR for automated transactions. This approach ensured all payments were processed securely outside the county's environment, achieving full PCI-DSS Level 1 compliance. The results were transformative, drastically improving the team's day-to-day efficiency, streamlining payment reconciliation, and increasing customer satisfaction. Key IVR's technology allowed the county to handle payments more effectively and provide a seamless experience for its diverse community.

Broward County Florida WWS

Jonathan K. Allen

Director of Water & Wastewater Services Business Operations