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CUSTOMER SERVICES DEPARTMENT

FIELD SERVICES DIVISION (200-71-712)

DEPARTMENT DESCRIPTION:
The Customer Service/Field Services Division is responsible for field activities for utility billing duties. Included within these
activities are the meter reading, customer connects and disconnects, customer transfers, and investigations of billing inquiries.
The Field Services Division is also responsible for new meter installation and meter maintenance. Included within these
activities are new meter sets, state mandated testing and replacement programs, electronic troubleshooting, meter box
replacement and maintenance.

DEPARTMENT/DIVISION GOALS:
1. Continue to provide timely and efficient customer service.
2. Maintain meter reading accuracy rate of at least 99.9% of total meters read by ensuring that meters are in proper working
order, and utilizing automated meter reading technology.
3. Minimize water loss by identifying slow and stopped water meters with timely investigation and/or meter replacement.
4. Assist and educate customers with respect to water conservation.
5. Maintain radio (wireless) meter reading.
6. Meter replacement program average 1,600 per year (per conservation ordinance).
7. Continue to promote safety awareness (goal to be accident free).

DEPARTMENT/DIVISION OBJECTIVES:
1. Utilize paperless work system using Tyler Incode software and tablets.
2. Continue to promote error free environment.
3. Continue to learn and adopt current best practices within Field Services.
4. Continue to promote a safe and healthy work environment for employees to experience job satisfaction in their achievements
and contributions to the City's vision.

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
Service calls made to customers (including 4,211 5,500 3,840 4,000
re-reads)
Total water meters read (monthly average) 16,500 16,700 16,455 16,600
Work orders completed 6,110 8,100 6,900 6,200
Annual new meter exchanges 1,900 2,000 1,540 1,600
Annual new meter sets 134 200 100 150

PERFORMANCE INDICATORS
Billing cycles read on schedule 100% 100% 100% 100%
Meter reading accuracy rate 100% 100% 100% 100%
Average hours to read a billing cycle 24 24 24 24
Manual re-reads as a % of total meter 0.01% 0.01% 0.01% 0.01%
reads

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