Page 227 - Microsoft Word - FY 2021 tax info sheet

CUSTOMER SERVICES DEPARTMENT

ADMINISTRATION DIVISION (200-71-711)

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 Tyler Incode 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 2021-22
FY 2019-20 FY 2020-21 FY 2020-21 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 190,852 190,600 191,300 192,000
Sewer customers billed 163,726 163,400 164,000 164,500
Drainage customers billed 183,738 183,400 184,200 184,600
Garbage customers billed 174,386 174,000 174,910 175,000
Total water gallons billed (millions gallons) 2,840 3,000 2,540 3,000
Annual delinquent statements processed 8,581 12,000 10,400 11,000
E-mailed delinquent statements processed 2,800 3,100 3,000 3,500
Customer security deposits processed 1,733 1,600 1,620 1,620
Services disconnected for non-payment 1,101 1,700 1,800 1,200
Customer transfers & final accounts 1,853 1,600 1,400 1,300
processed
# of on-line automated payments (000's) 85,005 84,000 102,500 102,900
Total amount of online automated $14,046 $14,000 $15,500 $1,600
payments (000's)
# of lockbox payments processed 19,200 16,000 17,800 18,000
Total amount of lockbox payments $3,300 $4,000 $3,535 $3,800
processed (000's)

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