Page 211 - City of Bedford FY21 Budget

City of Bedford
Program Summary
FY 2020-2021

Fund: Water & Sewer
Department: Administrative Services Division: Customer Service

PROGRAM DESCRIPTION

To better assist the needs of the visitors who come to the City, the Customer Service Division is often regarded as the Ambassadors for
the Bedford Community. Customer Service staff assists customers with helpful information regarding utilities, solid waste, recycling,
storm drainage, hazardous waste vouchers and contacts for other governmental services. This Division is responsible for managing the
utility billing for services including: water, sewer, solid waste, recycling and storm drainage. Customer Service edits and manages the
meter reading process and oversees the printing and mailing of water utility bills to residential, apartment and commercial customers.
In addition, this Division informs the public of local areas of interest, various services and programs provided by City Departments and
emergency notifications that could temporarily hinder current service levels.

FY 2019-2020 HIGHLIGHTS

∗ The Automated Meter Reading system has greatly reduced the number of phone calls and meter reading recheck work orders
requested by account holders since the system updates meter reads every 24-hours and generates leak alert notifications.
∗ Credit Card terminals were updated from Dial up to Wi-Fi, making the payment process faster and more efficient for staff and the
customer.

FY 2020-2021 DIVISIONAL GOALS
(AS RELATED TO COUNCIL STRATEGIC FOCUS AREAS)

Economic Vitality
∗ Customer Service emails Republic Waste Services to pick up any missed trash or recycling, ensuring neighborhoods are kept neat
and clean.

Organizational Excellence
∗ The Customer Service team responds to all inquires and concerns, handling calls and emails in an efficient and timely manner.
∗ The team is courteous and respectful and will go "the extra mile" to assist citizens in understanding their water bills, provide
hazardous waste vouchers, garage sale permits, offer any assistance with their on-line and eyeonwater accounts.
Communicate & Engage with Citizens
∗ The Customer Service team coordinates with Public Works to better educate the residents on watering restrictions and
conservation methods.
∗ The team provides educational information and any assistance to all residents on how to use the eyeonwater.com application
and software.
∗ Encourage all customers to be involved in using the Badger software to view their consumption for usage, check for any potential
leaks and to set up leak alerts for notification purposes.
∗ The team assists any resident needing guidance or assistance with the on-line payment system.
∗ Collaborated with Public Works to notify and advertise the Public about a Trinity River Authority (TRA) monitoring violation by
mailing letters to all utility account holders.

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