Page 211 - CityofKellerFY25Budget

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 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.

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).

SERVICE LEVEL ANALYSIS:
FY 2024-25
FY 2022-23 FY 2023-24 FY 2023-24 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Total # Utility customers 16,400 16,400 16,400 16,400
Average water consumption residential
customer/ gals. 14,500 14,000 14,500 18,000
Average water consumption commercial
customer/ gals. 28,000 29,000 25,000 25,000
Average daily phone inquires 220 230 230 215
Annual service orders completed within 9,514 10,000 10,000 12,800

FY 2024-25
FY 2022-23 FY 2023-24 FY 2023-24 Adopted
PERFORMANCE INDICATORS Actual Budget YE Proj. Budget
Average Utility Bill residential customer
(all services) $205.00 $204.83 $208.00 $208.00
Annual service disconnections for non
pay 1,400 1,500 1,500 1,600
Total # meter exchanges/conservation 902 2,000 1,950 2,000
requirements
Total # new meter sets 180 120 185 190

209