FY 2021 2122 ADOPTED OPERATING AND FY 2021 2526 CIP BUDGETS

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 14,000 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 through various communication channels. Utility Billing staff also responds to general City Hall inquiries and refers City customers to appropriate departments. FY 2018-19 and 2019-20 Accomplishments • Conducted a Wastewater Rate Study update to adequately fund improvements to existing wastewater infrastructure • Implemented email reminder system for past due accounts subject to shut-off, therefore reducing the actual number of accounts being shut off • Synchronized utility billing dates to a single cycle a month, eliminating uncertainty regarding monthly due dates for customers and improving efficiencies in billing processes • Updated City’s utility service discontinuation policy to ensure compliance with recently passed legislation Senate Bill 998 • Continued to promote paperless billing and electronic payment enrollment. Over 64% of Citywide accounts are now enrolled online, of which, 64% are enrolled in paperless statements and 53% are now enrolled in autopay • Continued to promote the City’s WaterSmart feature, allowing customers to monitor their water consumption in near real time FY 2020-21 and 2021-22 Activity Goals • Review and adjust water utility rates to ensure water system’s long -term sustainability (Fiscal Sustainability, Maintaining Infrastructure) • Continue to promote paperless billing and electronic payment enrollment, and the City’s WaterSmart feature (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.

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ADMINISTRATIVE SERVICES