ACTIVITY SUMMARY
DEPARTMENT PUBLIC UTILITIES
ACCOUNT 502-025-026
PROGRAM/ACTIVITY
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
*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 customers receive water bills in a timely manner by completing the billing process by the 15th and 30th of each month. *Ensure the accuracy and integrity of monthly meter readings by performing meter edits and conducting re-reads as needed.
FY 2018 Actuals
FY 2019 Actuals
FY 2020 Actuals
FY 2021 Target
Quantifiable Factor(s)
Activity Demand/Workload 1. Number of water bills generated 2. Number of Utility Billing work orders
209,372 12,782
211,297 16,740
212,860 14,581
216,000 15,500
7,427
5,871
2,377
6,000
3. Number of disconnections due to nonpayment 4. Number of water meter reads per year
212,895
214,286
217,323
220,000
Efficiency/Effectiveness Measures Utility Billing budget per capita
$34.27
$57.88 12.4%
$25.22
$31.92
Utility Billing budget % of Public Utilities O&M budget
8%
5.4% 95% 99%
7.2% 95% 99%
1. Percent of water bills generated on time
96% 99%
100%
2. Percent of Utility Billing work orders completed within (1) business day 3. Percent of uncollected revenue recovered after disconnections 4. Percent of meters tested for accuracy each year
99%
87%
91%
85%
99%
NA
1%
1%
* Water service disconnections were suspended from March 2020 - September 2020 due to COVID-19 * Meter certifications were suspened due to COVID-19
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