Charles W. Kiely is the Assistant General Manager of Customer Care & Operations for the District of Columbia Water and Sewer Authority (DC Water). His staff of more than 500 employees and contractors ensures that water, sewer and customer service are delivered safely and reliably to residents, businesses, and visitors in our nation’s capital. The Customer Care & Operations team has achieved considerable success since Mr. Kiely joined DC Water in November 2002. The advanced metering infrastructure project he led distinguished DC Water as the first water utility in the country to introduce smart metering. This core project laid the foundation for the many award-winning services and business process improvements created and implemented at the Authority, to enhance the customer experience.
Before joining DC Water, Mr. Kiely was Vice President of Customer Care for NSTAR, a Massachusetts utility providing electric, gas and steam services to over 1.4 million customers. Mr. Kiely led more than 800 employees and oversaw a merger and consolidation of customer services. His teams achieved all the customer service and energy conservation incentives allowed under the newly established performance-based ratemaking rule in Massachusetts.
Previously, Mr. Kiely was Vice President of Customer Service at COMEnergy, a Massachusetts-based power utility serving more than 610,000 customers. COMEnergy was recognized in the region as a premier customer service provider, having successfully pioneered automated meter reading technologies, call center technologies and credit and collection practices that are common place in the industry today.
Mr. Kiely graduated from the University of Massachusetts with a Bachelor of Science in Management and earned an MBA from Bentley University. Mr. Kiely is a frequent speaker on the national level, on topics such as customer service, managing an aging infrastructure and advanced metering technology.