Administration

Program Budget Overview

Description

• The Administrative team of Utilities is responsible for planning and executing a comprehensive range of administrative services which support operations. These services encompass the areas of human resource management, financial management, systems and information management, project management and support services. In these areas, the support provided by the Administrative team is critical to the effective and efficient operations of the department. Another specific workgroup is the Utility Billing team. The Utility Billing (UTB) staff are responsible for customer calls, inquiries, CRM management, water budget adjustments, leak adjustments and customer hardship issues as well as accurate billing and collection. Performance metrics tracked and evaluated includes the number of customer calls received.

Sustainability, Equity and Resilience (SER) Goals & Objectives: Environmentally Sustainable

• Objectives
  • Enhances and facilitates transparency, accuracy, efficiency, effectiveness, and quality customer service in all city business.
  • Models stewardship, resilience, and sustainability of the city’s financial, human, information, and physical assets.

Program Outcomes

• Reinvestment in critical billing software and related meter infrastructure to ensure reliability.
• Increased ability to process utility billing transactions in a timely manner.
• Improved accuracy of billing information.
• Responsive customer service through efficient access to billing information.

Measurements

• Length of time to set up new customer account.
• New customer backlog count.
• # of bill adjustments required due to inaccurate or incomplete information.