Page 91 - Forest Hill FY22 Annual Budget

ForejHill

WATER AND SEWER/ UTILITY BILLING

FUND/ DEPARTMENT/ PROGRAM: 60-06-63

I Program Description

Utility Billing is responsible for accurate billing, timely collections, meter reading, extension granting, cut­
off management, and customer service for the City's water, sewer, and sanitation services. Utility Billing is
also responsible for the timely replacement of water meters within the life expectancy of then years. During
2019, Utility Billing implemented Electronic Billing and Smart Meter Reading that includes pictures of the
meter read. During 2020, Utility Billing tested electronically read meters.

Major Goals and Objectives Measured by Workload & Productivity Measures

Goal 1: Provide accurate and timely utility billing to improve customer service.

Goal 2: Implement a meter replacement program to identify and change out meters to minimize lost revenue
due to worn on damaged water meters.

Goal 3: Provide courteous and professional customer service.

Objective I: Provide customer service training for Utility Billing Staff.
Objective 2: Provide "D Water License" training for the meter reading staff.
Objective 3: Stay current on all utility software updates and staff training.

Actual Budget Estimate Adopted
2019-20 2019-20 2020-21 2021-22
WORKLOAD MEASURE
Number of Utility Accounts 4691 4400 4520 4650
Number of Billing Cycles per months 2 2 2 2
Number of New Accounts 709 500 600 625
Number of Meter Replacements 527 650 620 600
Number of Final Accounts 377 600 580 575
Number of Account Adjustments 68 150 120 150
PRODUCTIVITY MEASURES
% of Billing Cycles Processed on Time 100% 100% 100% 100%
% of Correct Meter Readings 98% 98% 98% 98%
% of Customer Payments Posted Correctly 99% 99% 99% 99%
EXPENDITURE SUMMARY
Personnel 289,941 290,912 366,200 393,300
Materials and Supplies 135,500 38,499 55,200 52,000
Other Services 32,750 9,621 24,600 35,500
Travel & Training 4,000 4,000 3,000
Total 462,191 339,032 450,000 483,800

81