Page 223 - Keller Budget FY21

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 2020-21
FY 2018-19 FY 2019-20 FY 2019-20 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 189,517 190,000 190,400 190,600
Sewer customers billed 162,249 162,000 163,200 163,400

Drainage customers billed 182,536 183,000 183,300 183,400
Garbage customers billed 173,388 173,000 183,900 184,000
Total water gallons billed (millions gallons) 2,292 2,000 2,272 3,000

Annual delinquent statements processed 15,612 16,000 11,980 12,000
E-mailed delinquent statements processed 3,479 2,500 3,305 3,100

Customer security deposits processed 1,702 1,500 1,550 1,600
Services disconnected for non-payment 1,503 1,600 1,740 1,700
Customer transfers & final accounts 1,751 1,400 1,500 1,600
processed
# of on-line automated payments (000's) 78,506 83,060 83,500 84,000
Total amount of online automated
payments (000's) $12,528 $10,193 $13,948 14,000
# of lockbox payments processed 24,076 16,208 15,800 16,000
Total amount of lockbox payments
processed (000's) $5,072 $2,869 $3,758 4,000

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