Page 216 - Watauga FY21 Budget

PROPRIETARY FUNDS

DEPARTMENT: FINANCE
DIVISION / ACTIVITY: UTILITY BILLING AND COLLECTIONS – FUND 40-045
LOCATION: HOURS OF OPERATION:
7105 Whitley Road Monday – Friday 8:00 A.M. – 5:00 P.M.
Watauga, Texas 76148
Phone Number: 817-514-5820
MISSION / PROGRAMS / SERVICES:

Provide customers with the best service possible for prompt administration of their utility accounts.
Perform duties in such a way as to protect the assets of the City and its citizens. Continue to seek
ways to raise the level and quality of customer service provided by this office through continuous
training. Ensure accurate reading of meters by properly maintaining meters and correctly read water
customers’ meters in a timely manner to meet billing cycle schedules.

Provided services include:
x Establishing new accounts and updating existing accounts
x Handle customer inquiries
x Meter reading
x Initiate work orders
x Process delinquent accounts
x Bill and process customer payments
x Receipting and posting the financial activity for other City departments
x Our Field Service Representatives change out meters, perform meter box maintenance and
installations, as well as assist with other departments

FY2019-2020 HIGHLIGHTS / ACHIEVEMENTS:

x Continued meter replacement program with a total of 200 residential water meters replaced
x Implemented E-billing for Utility Customers
x Implemented a notification tool for Utility Customers
x Continued cross-training staff
x Provided more payment options to customers through implementation of pay by phone and
credit card auto payments

FY2020-2021 GOALS/ OBJECTIVES:

x Continue with the meter and meter lid replacement program
x Encourage customer service representatives to network with others within the same industry to
help better serve our customers, both internally and externally
x Automate processes through website design and form creation for customers

MAJOR BUDGETARY ISSUES AND OPERATIONAL TRENDS:

x Monitor monthly water and waste water consumption trends.

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