Page 213 - FY 24 Budget Forecast at Adoption.xlsx

CUSTOMER SERVICES DEPARTMENT

DEPARTMENT DESCRIPTION:
The Customer Services Department oversees the utility billing of Keller water and wastewater customers which includes reading
meters, installing/repairing meters, preparing bills, reconciling payments, and addressing customer inquiries. The divisions
include Administration and Field Services.

DEPARTMENT 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.
9. 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.
10. Continue to provide a safe and healthy work enviroment for emplyees to experience job satisfaction in their
achievements.
11. Meter replacement program average 1,600 per year (per conservation ordinance).
12. Continue to promote safety awareness (goal to be accident free).

DEPARTMENT 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 2023-24
FY 2021-22 FY 2022-23 FY 2022-23 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Total # Utility customers 15,944 16,215 16,300 16,400
Average Utility Bill residential customer
(all services) $130.62 $197.98 $192.67 $204.83
Average water consumption residential
customer/ gals. 7,700 15,000 14,700 14,000
Average water consumption commercial
customer/ gals. 22,500 11,720 25,000 29,000
Average daily phone inquires 124 296 200 230
Annual service orders completed within 6,500 11,005 10,460 10,000
24hr period
Annual service disconnections for non
pay 842 1,140 1,720 1,500
Total # meter exchanges/conservation
requirements 1,802 1,526 770 2,000
Total # new meter sets 182 122 104 120

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