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Goal 3: Enhance Customer Ser vice and Billing Accuracy

Objec tive 3.1: Reduce the number of billing errors through improved accuracy checks and system upgrades.
Performance Measure 3.1.1: Percentage of rereads during billing review.

Prior Year Ac tual (2024) 4%
Current Year Estimate (2025) 4%
Budget Year Target (2026) 3%

Performance Measure 3.1. 2: Percentage of reading errors identi{ed from rereads.

Prior Year Ac tual (2024) 51%
Current Year Estimate (2025) 34%
Budget Year Target (2026) 30%
Performance Measure 3.1. 3: Percentage of bill adjustments after bills mailed.

Prior Year Ac tual (2024) 0.6%
Current Year Estimate (2025) 0.6%
Budget Year Target (2026) 0. 3%

Goal 4 : Improve Ef{ciency in Utility Billing and Collec tions

Objec tive 4 .1: Increase the number of customers using electronic billing and payments to enhance ef{ciency and
reduce costs.
Performance Measure 4 .1.1: Percentage of customers enrolled online.

Prior Year Ac tual (2024) 56%
Current Year Estimate (2025) 64%
Budget Year Target (2026) 68%

Performance Measure 4 .1. 2: Percentage of customers enrolled in electronic billing.

Prior Year Ac tual (2024) 40%
Current Year Estimate (2025) 46%
Budget Year Target (2026) 50%
Performance Measure 4 .1. 2: Percentage of customers enrolled in recurring online payments.

25%
Prior Year Ac tual (2024)
Current Year Estimate (2025) 29%
Budget Year Target (2026) 35%

Objec tive 4 . 2: Ensure timely collection of utility payments by maintaining a delinquency rate below 3% .
Performance Measure 2 . 2 .1: Percentage of utility accounts with late fee applied for customers paying after due
date.

Prior Year Ac tual (2024) 10%
Current Year Estimate (2025) 9%
Budget Year Target (2026) 7%

FY 2025-2026 Annual Budget | Colleyville Page 119