Page 221 - Keller FY20 Approved Budget

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 loss 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. Continue to learn and adopt current best practices within Utility Billing.

SERVICE LEVEL ANALYSIS:
FY 2019-20
FY 2017-18 FY 2018-19 FY 2018-19 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Customer meter reading routes maintained 70 70 70 70
# of Billing Cycles 2 2 2 2
Water customers billed 187,512 188,500 189,018 190,000

Sewer customers billed 159,889 160,000 161,164 162,000
Drainage customers billed 180,402 180,000 182,064 183,000

Garbage customers billed 171,275 172,000 172,962 173,000
Total water gallons billed (millions gallons) 27,540 23,000 16,175 20,000

Annual delinquent statements processed 17,342 16,000 15,450 16,000
E-mailed delinquent statements processed 2,806 2,100 2,922 2,500

Customer security deposits processed 1,801 1,900 1,390 1,500
Services disconnected for non-payment 1,670 1,500 1,700 1,600
Customer transfers & final accounts
processed 2,023 2,000 1,452 1,400
# of on-line automated payments (000's) 74,646 75,000 78,506 83,060
Total amount of online automated
payments (000's) $10,944 $12,528 $14,687 $10,193
# of lockbox payments processed 23,020 25,254 24,076 16,208
Total amount of lockbox payments $4,017 $3,794 $5,072 $2,869
processed (000's)
219