Page 346 - Hurst FY19 Approved Budget

GENERAL SERVICES

510 ENTERPRISE FUND
0325 UTILITY BILLING

MISSION STATEMENT

To maintain the utility billing system in an efficient and customer
friendly manner to ensure accurate information and responsive

services may be provided to all customers, while following The Hurst
Way.

DIVISION DESCRIPTION

The Utility Billing Division is responsible for maintaining the City’s Billing System
for water, wastewater, sanitation and recycling services. Responsibilities include
establishing new accounts, processing bills and payments from customers, providing
exceptional customer assistance and information regarding utility accounts and
performing the meter reading and meter services functions. In addition to the accounts
receivable function for water and wastewater services, the division is also responsible
for receipting and depositing monies collected by other departments on a daily basis.

PRIOR YEAR RESULTS & ACCOMPLISHMENTS

• Expand Lead Meter Reader Position to supervise, train and look for new ways
to improve the Meter Reading Process.
• Continued Training our new Customer Service Supervisor and two New Meter
Readers.
• Continued Training on ICIS (Utility Billing Software) upgrades.
• Changed out over 1,000 meters over 15 years old.
• Continued training Employees on Invoice Cloud, our new online system,
allowing customers to receive e-bills, set up auto draft, using a credit card or
check and review and print copies of current and past invoices. Over 7,900
customers have registered online to date, over 3,450 are paperless and 2,600
are on Auto Pay.
• Lowered the number of disconnects each week by providing Customer Service
Courtesy calls either the night before or the day of disconnect.
• Water Office Manager attended Manager and Supervisor Training Programs.
• Lowered the yearly write-offs for inactive accounts by monitoring the
customer’s deposits.

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