Page 268 - Hurst FY20 Approved Budget

CITY OF HURST

ENTERPRISE FUND GENERAL SERVICES 0325 UTILITY BILLING

 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.
 Upgrade our Datamatic Handheld Reading System to improve our reading efficiency.
 Educate and promote our Phone APP and online services to our customers.
 Provide training for the Customer Service and Meter Reader Supervisors.
 Changed staffing schedule for office staff allowing us to be better organized and prepared
to assist our customers during our business hours, therefore providing an outstanding
level of Customer Service.

GOALS, OBJECTIVES & PERFORMANCE MEASURES

Council Priorities: Customer Service

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.

Objectives:

• To read the meters within each zone within three days.
 0-3 Years Short Term

• To provide accurate meter readings for all customers with the Datamatic Reading
System.
 0-3 Years Short Term

• To process 100% of payments within one day of receipt.
 0-3 Years Short Term

• To accurately account for all billing receipts and deposit receipts.
 0-3 Years Short Term

• Respond to citizen requests 98% of the time within two hours.
 0-3 Years Short Term
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