Page 347 - Hurst FY19 Approved Budget

GENERAL SERVICES

510 ENTERPRISE FUND
0325 UTILITY BILLING

• Cross-trained office employees on other positions in the office to improve
Customer Service.
• Initiated an active collection process and collected over $4,500 of past due
balances.

FUTURE INITIATIVES

• Change out over 1,200 meters over 15 years old.
• Explore new meter reading technology to improve efficiency.
• Implement and train on a new Field Work Order Program.
• Replace one new Meter Reader truck.
• Cross training of all departmental operations within the Utility Billing
Department.
• Participate in Story Boarding Program to achieve Councils Strategic Customer
Service initiative.
• Work with Finance on returned refunds to save postage and time.
• To learn and train every function of the new Mitel Phone System to increase
the level of customer service.
• Provide training for the new Customer Service and Meter Reader Supervisors.

GOALS, OBJECTIVES & PERFORMANCE MEASURES

Council Priorities:
 Public Safety  Innovation
 Economic Vitality  Redevelopment
 Infrastructure  Leadership

Goals:
• Continue to enhance and evaluate Public Service Delivery
• Continue communication and emphasis of the city’s Vision Statement, Mission
Statement and Community Values
• Deliver Customer Service “The Hurst Way” to ensure exceptional public service
delivery that enriches economic development and redevelopment
• To provide meter reading services for five zones on schedule.
• To process consumption and bill water customers correctly and in a timely
manner.
• To ensure receipts collected are safeguarded until deposited.
• To respond to all customer inquiries with fast, efficient, and courteous service.

* - Short Term (0-3 years)
† - Intermediate Term (3-10 years)
‡ - Long Term (10+ years)
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