Page 267 - Hurst FY20 Approved Budget

CITY OF HURST

ENTERPRISE FUND GENERAL SERVICES 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

 Continued Training our new Meter Reader Supervisor to look for new ways to improve the
Meter Reading Process.
 Hired a New Billing Specialist and two New Meter Readers.
 Continued Training on ICIS (Utility Billing Software) upgrades.
 Changed out over 800 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 8,700 customers have registered online to
date, over 3,600 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, Customer Service Supervisor and Meter Reader Supervisor
attended Manager and Supervisor Training Programs.
 Lowered the yearly write-offs for inactive accounts by monitoring the customer’s deposits.
 Cross-trained office employees on other positions in the office to improve Customer
Service.
 Continued a collection process for inactive customers with an unpaid past due balance.
 Participated in Story Boarding Program to achieve Councils Strategic Customer Service
initiative.

FUTURE INITIATIVES

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