FY 2025 BUDGET BOOK - Flipbook - Page 288
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Billing Dispute Resolution: The Department effectively resolves billing disputes and
discrepancies promptly and to the satisfaction of customers.
Multiple Payment Options: Customers have access to various payment options, including online,
in-person, and automatic payment methods, enhancing convenience.
Clear Communication: The Department provides clear and transparent communication about
billing procedures, rates, and any changes to utility services. In FY 2024, there was an increase
of 220 more customer phone calls answered, representing nearly 4.7% compared to the previous
year’s volume.
Billing Assistance Programs: Low-income and vulnerable customers are offered assistance
programs or flexible payment arrangements to ensure access to essential services.
Data Security: Customer data is securely managed to protect sensitive information and ensure
compliance with data privacy regulations.
Water Meter Installations: In FY 2024, 261 new water meters were installed, marking a decrease
of nearly 13% compared to the previous year’s installations.
Efficient Collections: Collections efforts, when necessary, are fair and conducted in compliance
with applicable laws and regulations.
Emergency Response: The Department demonstrates a swift and effective response to water or
sewer emergencies, such as leaks or pipe breaks.
Financial Management: The Department manages its budget effectively, ensuring financial
stability and responsible resource allocation.
Technological Integration: Utilization of advanced technology and data analytics improves
system monitoring, maintenance, and response times. In FY2024 Online Service Application
was implemented, to allow customers to view their bills, make payments, and access account
information easily.
Recommendations for Improvement: In the departmental successful performance outcome, there
are some recommendations for improvement:
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24/7 Customer Support: Explore the possibility of providing round-the-clock customer support
to accommodate customers with diverse schedules.
Self-Service Options: Implement self-service portals that enable customers to manage their
accounts, set up payment plans, and track their water usage.
Language Accessibility: Ensure that customer support services and communications are available in multiple languages to serve a diverse community.
Wait Time Improvement: Improve customers’ average wait time to 3 minutes and 20 seconds.
Customer Feedback Mechanism: Establish a system for collecting customer feedback
and suggestions for service improvement.
The annual review for a Public Utilities Customer Service and Billing department indicates a
commitment to providing excellent customer service while managing billing processes
effectively. Continuously improving digital services, communication, and support options will
enhance the customer experience and satisfaction. Additionally, efforts to assist vulnerable
customers and educate the community on utility conservation can contribute to a well-rounded
and successful department.
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