ECUA Launching MyECUA Customer Service App February 16th

New app promises direct communication between customers and staff, replacing failed Recycle Coach

Escambia County, FL (Newsradio 92.3) -- Escambia County Utility Authority is launching a comprehensive customer service app February 16th that will allow residents to report problems, pay bills, and track service requests from their phones.

The MyECUA app replaces the Recycle Coach app that ECUA Board Member Vicki Campbell said "hasn't been what I thought it would be" and that the utility "outgrew."

Hammond Rezae, ECUA's Director of Information Technology, unveiled the app at a District One town hall meeting Wednesday, emphasizing it was developed in-house to give ECUA full control over features and updates.

Streamlined Service Requests

The app's centerpiece is a service request system that makes reporting issues as simple as taking a photo.

"When you start the process of making a service request, which is as easy as just clicking on a button here, it brings up the option to put in a photo to the request and you can do that right from your phone's camera," Rezae said. "Like when you click that add photo, it just opens your phone's camera."

The app automatically captures the GPS location of photos, eliminating the need for users to manually enter addresses. Common request categories include missed trash pickups, missed recycling pickups, meter leaks, and other issues.

Direct Staff Communication

Unlike traditional customer service where residents call and wait, the MyECUA app creates ongoing communication channels between customers and staff.

"If, for example, you put in a bulk pickup, you take your picture, request is submitted, if it doesn't get picked up for whatever reason, you're going to be able to make a comment here on the app, potentially add another photo, and staff's going to have to respond," Rezae said.

Staff will operate a dashboard showing all customer requests. Some requests may generate work orders while others may just require a callback, but the system forces accountability.

"The biggest thing is we want to open up that communication, which I feel right now is lacking when you have an issue," Rezae said. "And you won't have to call the call center or wait in the queue. You'll just be able to carry on that communication until the work order is closed and completed."

Additional Features

Beyond service requests, the app includes:

• Bill payment: Pay as guest or set up automatic billing with an account

• Active advisories: View boil water notices and other alerts pinned on an interactive map

• Emergency notifications: Sign up for Everbridge alerts (shared system with county and city)

• Career opportunities: View current ECUA job openings

• Employee portal: Staff can access paychecks, W-2s, and other information

• Quick links: Access to important website resources and custom content

Geofenced and Future-Proof

The app is geofenced to ECUA's service area, preventing users outside the region from submitting requests. However, major public-facing issues like boil water notices will be visible to anyone.

Because ECUA developed and controls the app internally, features can evolve as customer needs change.

"We control this app in-house, so as customers download it and needs evolve, we're kind of future-proof now because we'll be able to develop the app and meet the needs of the customers," Rezae said.

The MyECUA app will be available February 16th in both the Apple App Store and Google Play Store.

Campbell urged residents to download the app and sign up with their cell phone numbers to take full advantage of the communication features.

For emergency situations, residents should still call ECUA directly rather than using the app.