FY2016-17 Budget Final

ACTIVITY SUMMARY

DEPARTMENT PUBLIC UTILITIES

ACCOUNT

PROGRAM/ACTIVITY

502-025-026

UTILITY BILLING

MISSION/PROGRAM DESCRIPTION Utility Billing is responsible for providing timely and accurate billings to water and sewer customers. Utility Billing consists of two sections, Meter Services and Customer Service. The Meter Services team is responsible for meter reading, service connection, service disconnection, work order fulfillment, meter installation and meter replacement. Meter replacement is generally performed based on years in service or gallons of water registered. The Customer Service team is responsible for collecting and processing payments, posting payments to customers’ accounts, as well as fielding customer calls, assisting customers with account inquiries, and generating work orders for service requests. Utility Billing has two billing cycles. Cycle 1 bills are prepared and distributed by the 15th of each month, and Cycle 2 bills are prepared and distributed by the 30th of each month.

GOALS AND OBJECTIVES

*Ensure that customers receive their water bills in a timely manner completing the billing process by the 15th and 30th of each month.

*Maximize revenue potential by completing work orders for service requests in a timely manner. *Encourage on-time bill payment from customers by consistently disconnecting service to non-paying customers. PERFORMANCE MEASURES/SERVICE LEVELS *Ensure the accuracy and integrity of monthly meter readings by performing meter edits and conducting re-reads as needed.

FY 2014 Actuals

FY 2015 Actuals

FY 2016 Target

FY 2017 Target

Quantifiable Factor(s)

Activity Demand/Workload Number of water bills generated Number of Utility Billing work orders

197,067 20,382

199,038 22,420

201,028 24,662

204,000 24,000

4940

4690

4,456

5,000

Number of disconnections due to nonpayment

Number of water meters read per year

203435

203900

204,410

206,000

Efficiency/Effectiveness Measures Utility Billing budget per capita

$44.36 12.15%

$28.54 8.69%

$26.00 9.99%

$29.31 8.17%

Utility Billing budget % of Public Utilities O&M budget

Percent of water bills generated on time

98% 99%

98% 99%

98% 99%

90% 95%

Percent of Utility Billing work orders completed within (1) business day Percent of uncollected revenue recovered after disconnections

NA

80%

85%

80%

Average percentage of meters read daily

NA

5%

5%

5%

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