Page 236 - Hurst Budget FY21

CITY OF HURST

ENTERPRISE FUND FISCAL SERVICES 0325 UTILITY BILLING

MISSION STATEMENT

We are committed to providing excellent customer service while balancing all aspects of
the Hurst Way. We will strive to preserve trust and deliver quality services through
maintaining our billing operations in an efficient, accurate, and customer oriented manner.

DIVISION DESCRIPTION

The Utility Billing Division is responsible for maintaining the City’s Billing System for water,
wastewater, sanitation and recycle 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

 Since the city launched the website, online customers are able to manage their accounts
themselves, view their water history and make or set up payments. This allows staff to
focus on other responsibilities and satisfies many of the customers.
 Customers are able to apply for new service online, prompting more rapid and accurate
service.
 Staggered work times have been implemented so that customers have to wait less and
we can take payments as soon as the window opens and up until we close, providing
better customer service.
 Since receiving and utilizing new headphones, customer’s calls are answered and taken
care of in a more expedient and efficient manner.
 All staff were cross trained in other areas of the office to ensure smooth flow of
operations and continued good service.
 We implemented the SMR – Smart Meter Reading software into our new handheld
tablets. This allows staff more accurately read and take pictures of the meter’s usage to
verify the reading and avoid making an extra trip for a re-read.
 Changed out over 1,000 meters over 15 years old.
 Lowered the number of disconnects each week by providing customer service courtesy
calls either the night before or the day of disconnect.
 Lowered the yearly write-offs for inactive accounts by monitoring the customer’s
deposits.

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