Recommended FY 2022-2024 Operating Budget and CIP

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 14,700 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 2020-21 and 2021-22 Accomplishments • Successfully transitioned from telework to in-person staffing for Utility Services and Billing at City Hall • 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 44% are now enrolled in autopay • Continued to promote the City’s WaterSmart feature, allowing customers to monitor their water consumption in near real time • Completed water rates adjustment to ensure water system’s long -term sustainability FY 2022-23 and 2023-24 Activity Goals • Begin the implementation of the new Utility Billing system (Preserving and Cultivating Public Trust; Fostering a Positive Organizational Culture) • Continue to promote paperless billing and electronic payment enrollment, and the City’s WaterSmart feature (Community Outreach Engagement and Messaging) Financial Comments The Utility Billing function is the responsibility of Finance and is funded by water and wastewater utility user fees. Included in this budget are salary adjustments and/or reclassifications of certain positions to address retention and recruitment issues that have been impacting the City.

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ADMINISTRATIVE SERVICES