Page 236 - Hurst Budget FY21
P. 236

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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