Page 229 - FY 19 Budget Forecast 91218.xlsx

CUSTOMER SERVICES DEPARTMENT
ADMINISTRATION DIVISION (200-710-01)

DEPARTMENT DESCRIPTION:
The Customer Services/Administration Division is responsible for administering the City's revenue generation for water,
wastewater, residential solid waste and drainage utilities. These activities include administrative oversight of the water
meter reading, billing and collections, connect and disconnects, inquiries and other duties.

DEPARTMENT/DIVISION GOALS:
1. Continue to provide timely and efficient customer service.
2. Provide timely and accurate billing statements.
3. Minimize water losses by identifying slow and stopped water meters, with timely investigation and or meter
replacement.
4. Maintain and improve the automated /online payment processing to better serve utility customers.
5. Assist and educate customers with respect to water conservation and efficient uses.
6. Maintain electronic (wireless) meter reading program.
7. Work with collection agency to recover outstanding delinquent utility bills.
8. Continue to monitor the Identity Theft Prevention Program, required by law.

DEPARTMENT/DIVISION OBJECTIVES:
1. Utilize paperless work order system using STW software and Tablets for Field Services.
2. Continue to promote error free environment.
3. Strive for reliability with consistent performance that exceeds expectations of all customers.
4. To continually learn and adopt current best practices within Utility Billing.

SERVICE LEVEL ANALYSIS:
FY 2018-19
FY 2016-17 FY 2017-18 FY 2017-18 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Customer meter reading routes maintained 70 70 70 70
Number of billing cycles 2 2 2 2
Water customers billed 186,269 183,000 187,354 188,500
Sewer customers billed 158,051 154,000 159,555 160,000
Drainage customers billed 178,385 175,000 179,528 180,000
Garbage customers billed 169,084 166,000 170,434 172,000
Total water gallons billed (millions gallons) 2,818,721 3,106,000 2,147,370 2,300,000
Annual delinquent statements processed 17,826 16,000 17,312 16,000
E-mailed delinquent statements processed 1,887 2,000 2,285 2,100
Customer security deposits processed 1,751 1,800 1,510 1,900
Services disconnected for non-payment 1,523 1,000 1,674 1,500

Customer transfers/final accounts processed 2,007 1,900 1,896 2,000
Number of on-line /automated payments
(000's) 61,809 63,000 73,362 75,000
Total amount of online/automated payments
(000's) $7,776 $9,204 $10,108 $10,000
Number of lockbox payments processed 25,236 30,000 24,094 25,254
Total amount of lockbox payments
processed (000's) 4,395 4,100 3,880 3,794

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