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APPROVED BUDGET FISCAL YEAR 2022-2023

CITY OF HURST
ENTERPRISE FUND GENERAL SERVICES 0325 UTILITY BILLING

MISSION STATEMENT

We are committed to providing excellent customer service while balancing all aspects of the
Hurst way. We will strive to preserve trust and deliver quality services through maintaining
our billing operations in an efficient, accurate, and customer-oriented manner.

DIVISION DESCRIPTION
The Utility Billing Division is responsible for maintaining the City's Billing System for water,
wastewater, sanitation, and recycling services. Responsibilities include establishing new
accounts, processing bills and payments from customers, providing exceptional customer
assistance and information regarding utility accounts, and performing the meter reading and
meter services functions. In addition to the accounts receivable function for water and
wastewater services, the division is also responsible for receipting and depositing monies
collected by other departments on a daily basis.

PRIOR YEAR RESULTS & ACCOMPLISHMENTS

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✓ Outsourced the printing of utility bills to 3 party, reducing costs, recapturing staff time
and adding disaster recovery options to ensure operational continuity.
✓ Implemented new IVR phone system with English and Spanish language options allowing
customers to pay their utility bill over the phone and maintaining PCI compliance.
rd
✓ Implemented 3 party lockbox that accepts and processes payment mailings freeing up
staff time to focus on customer service.
✓ Introduced “Extension” functionality to staff. Staff can now give customers an extension
on their bill due date when requested by customers. The extension is done in the utility
billing system which keeps an extended customer off the disconnect list and from
receiving a penalty during the extension period.
✓ Implemented new digital workorder program that submits workorders directly to field
technician tablets rather than requiring technicians to make a trip to the office to pick up
paper versions. Techs can complete work orders in the field via their tablet and results

are available to office staff in real-time.
✓ Redesigned the look of the utility bills making it easier to read and look more like a City
of Hurst product including new logo and color scheme.
✓ Implemented outbound campaigns using the IVR system that allows the city to contact
customers via phone call, text and email for late notices and disconnect notices. The calls,
texts and emails include options to pay at that moment, online or via phone. This also

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