The Imperial Irrigation District Board of Directors delayed voting on a $600,000 upgrade to its integrated voice response unit at a special meeting Thursday because it was not immediately clear how the district would pay for it.
In a presentation to the board, project manager Stewart Booher explained that information gathered since the new unit was installed about six months ago shows the IID call center is still overloaded with calls, one of the problems the new system was to alleviate.
The board of directors approved spending $243,423 to upgrade the system in February last year.
The system automatically answers phones and, using information provided by customers, pulls up account information on a computer screen for IID customer service representatives.
Most of the calls are from people reporting changes of address, credit requests and various complaints.
The system originally needed upgrades because it did not interface with the district's computer system.