DEPARTMENT: PUBLIC UTILITIES
PROGRAM: UTILITY BILLING
MISSION 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 customers receive water bills in a timely manner. • Ensure the accuracy and integrity of monthly meter readings by performing meter edits and conducting re-reads as needed. • 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. SERVICE LEVELS Quantifiable Factor(s)
FY 2025 Target
FY 2022 Actuals
FY 2023 Actuals
FY 2024 Actuals
Activity Demand/Workload 1. Number of water bills generated
218,411 17,071
218,991 13,440
218,991
N/A
2. Number of Utility Billing work orders completed 3. Number of disconnections due to nonpayment
5,933
15,000
2,310
1,729
888
N/A
4. Number of water meter reads per year
219,275
222,580
222,580
222,580
5. Number of error-driven billing adjustments per 1,000 bills 6. Number of Meter Certifications for Large Meters
N/A
N/A
N/A
<10.0
N/A
N/A
N/A
15
FY 2022 Actuals
FY 2023 Actuals
FY 2024 Actuals
FY 2025 Target
Efficiency/Effectiveness Measures
$36.31 7.48%
$46.12 12.53%
$0.00 0.00% 100%
N/A N/A N/A
Utility Billing budget per capita
Utility Billing budget % of Public Utilities O&M budget
100%
100%
1. Percent of water bills generated on time
224
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