The Imperial Irrigation District, California’s third largest public power utility, is implementing technological upgrades throughout 2025 that directly benefit customers.
The tech improvements allow customers to contact IID more quickly and easily for information and assistance. The latest features enhance the customer experience by reducing wait times through the introduction of several new self-help options, it noted.
“Today, a growing number of customers are more adept with new tech and prefer to get information and take action without talking over the phone,” said Will James, a supervisor in the District’s Finance Department whose staff directly works with customers. “We’ve listened to their concerns and, working with our Information Technology Department, have been able to implement many new and exciting features.”
Some of the most helpful upgrades have been made in the automated Interactive Voice Response system (IVR), which can reduce customer wait times by offering options to hear balance information, make payment arrangements, request an extension, access forms, sign up for budget billing, report a power outage, and more.
Additionally, if customers want to speak with a live representative, they can save their place in line by selecting the new call-back option, where IID will return the call.
Tech-savvy customers will also want to check out the District's new digital wallet feature, a software-based app that safely stores payment information. The digital wallet allows customers to make contactless payments over their mobile devices. Options are available through Google Pay, Apple Pay, Amazon Pay, PayPal, and Venmo.
To get started, customers will need to create their digital wallet through the online IID Customer Connect web portal. Soon, customers will be able to use the contactless digital wallet feature when visiting IID's division offices.
“These are just some of the new technology trends that we’ve been working on and are pleased to be able to offer to meet customer needs and improve their overall experience,” said IID’s Information Technology Department Manager Tony Allegranza, who added that more upgrades are expected in the near future.
The IID Customer Connect app, available through the App Store and Google Play, also provides customers with quick access to their account information and additional features. IID assures customers that its Customer Call Center remains ready to assist and is increasing staffing during peak call times, it said.
IID provides power service to 166,000 electric meters and hundreds of thousands of residents throughout the Imperial and Coachella valleys, as well as parts of Riverside and San Diego counties.
