Page 332 - CityofGrapevineFY26AdoptedBudget

WATER UTILITY BILLING
FY2025-26
ADOPTED OPERATING BUDGET
200-125-131

DIVISION DESCRIPTION
The Utility Billing Division within the Utility Enterprise Department is responsible for timely and accurate water billing,
payment collection, work order processing, and the investigation and response related to customer inquiries. The Division
is responsible for coordinating with utility field operations to ensure that all work orders concerning new and ending
service, possible leaks, and meter rereads are addressed in a prompt and professional manner for customers.

FY25 DIVISION ACCOMPLISHMENTS
With the installation of smart meters approximately 50% complete, the Utility Billing department has additional
customer consumption data to assist with usage concerns and identify leaks.
An electronic form was created to record payments related to various utility fees, improving record keeping, accuracy
and customer service.
An online form was created to assist resident requests to start garbage cart service, end garbage cart service, and
request additional garbage carts, enabling additional efficiencies for utility billing staff and customers.

FY26 DIVISION GOALS AND OBJECTIVES
Transition the utility billing module to OpenGov Cloud and identify opportunities to create process improvements and
improve departmental efficiencies.
Continue to cross-train utility billing staff to deliver exceptional customer service and prioritize the needs and
satisfaction of residents.
Focus on integrating and optimizing interdepartmental communications and processes related to utility billing services
and utility residential account maintenance and interactions.
Update utility billing online payment platform, allowing residents greater ease and flexibility to make payments,
including additional payment options and enhanced ability to view billing detail.

PERFORMANCE INDICATORS

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