Page 348 - Hurst FY19 Approved Budget

GENERAL SERVICES

510 ENTERPRISE FUND
0325 UTILITY BILLING

Objectives:
• To read the meters within each zone within three days. *
• To provide accurate meter readings for all customers with the Datamatic
Reading System. *
• To process 100% of payments within one day of receipt. *
• To accurately account for all billing receipts and deposit receipts. *
• Respond to citizen requests 98% of the time within two hours. *

PERFORMANCE MEASURES

Input: PY ACTUAL CY ESTIMATE PROJECTED
Number of Billing 5 5 5
Representatives(FTEs)
Number of Meter Readers (FTEs) 4 4 4
Workload/Output:
Number of meters read monthly 12,300 12,400 12,400
Number of customer requested re- 250 300 300
reads
Number of high and low re-reads 300 350 350
Average number of days to read a 3 3 3
zone
Number of e-bill notifications 3,000 3,500 3,800
Number of Registered Online 7,950 8,000 8,300
Customers
Number of Auto Pay Customers 2,400 2,650 2,800
Effectiveness:
Percent of customers rating services 98% 94% 98%
as adequate, good or excellent
Percent of citizens request responded 100% 100% 100%
to within two hours of receipt
% Billing Cycles read on schedule 99% 99% 99%
% Of accuracy of bills mailed 98.5% 99.% 100%
Efficiencies:
Percent of accurate readings 98% 98% 99%
Percent of monies received and 100% 100% 100%
deposited within twenty-four hours

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