FY 2018-19 and 2019-20 Adopted Operating and CIP Budget

Utility Billing

650.5750

Division Description Utility Billing is responsible for the monthly billing of fees for water and wastewater services. With a customer base of approximately 13,750 active accounts, the Utility Billing function continues to emphasize customer satisfaction by assisting customers with opening and closing accounts; at the counter with payments and questions; and providing consistent high-quality customer service on the telephone. Utility Billing staff also responds to general City Hall inquiries and refers City customers to appropriate departments. FY 2016-17 and 2017-18 Accomplishments • Successfully integrated WaterSmart access on Infosend’s interface, the City’s online utility billing and presentment vendor • Worked with Communications and Engagement to outreach and actively promote online BillPay and WaterSmart engagement program, resulting in double the monthly number of adoption and registration • Expanded the leak alert notifications for Advanced Metering Infrastructure (AMI) customers, resulting in a 30% reduction in active open leaks • Conducted a Request for Proposal process and awarded contract for printing, mailing and electronic bill presentment and payment services FY 2018-19 and 2019-20 Activity Goals • Ensure utility bills are generated and payments are posted, accurately and on time (Preserving and Cultivating Public Trust) • Continue to promote paperless billing and electronic payment enrollment via online BillPay (Protecting the Environment) • Analyze division processes for effectiveness and develop priorities for ongoing tasks (Fostering a Positive Organizational Culture) • Continue to promote WaterSmart Customer Engagement program, which allows customers to monitor their own water consumption and receive leak alerts, in near real time (Community Engagement and Messaging) • Leverage bill insert feature to communicate City related news and highlights (Community Engagement and Messaging)

Financial Comments The Utility Billing function is the responsibility of Finance and is funded by water and wastewater utility user fees.

156

ADMINISTRATIVE SERVICES