Customer Service

Strategic Plan Goal: Financial Excellence & High Performing Government

Customer Service Strategy:

The Customer Service Division serves the public; citizens, businesses, and residents alike with a focus on providing positive and constructive experiences while processing transactions, collecting payments, and servicing various types of accounts. We are committed to provide the public and our organization with assistance that adds value and builds relationships and excellence.

Core Functions:

  • Customer service call center, emails, and city online payments, internal services providing support associated across city departments.
  • Management of all city utility, water dock, and hydrant meter accounts, account billing and payment collection and processing, oversight of utility credits and food tax rebates.
  • Receiving requests for water and sewer investigation, service interruptions and emergencies.
  • Residential and commercial water meter reading and AMI infrastructure maintenance, new utility account setups and water meter repairs and shut-offs.

Budget by Strategic Plan Goal

FY 2023 Total Budget: $478,077

FY 2023 General Fund: $478,077

Total FTE's: 5

Performance Results:

Cost Savings and Efficiencies All city departments continue to focus on streamlining business processes and operations where effectiveness can be enhanced, and efficiencies can be gained without sacrificing customer service or quality. Efficiency is metrics in hours saved, additional revenue, cost savings, cost avoidance, grant funded contract and volunteer hours.


Community Water Use per Capita This metric tracks water use (gallons) per capita, split by commercial and residential use. It is calculated by taking the total water use divided by the number of days in the quarter and estimated population in the City of Durango Utilities customers.

Budget by Type:

Source of Funds:

Strategic Operating Actions:

1. Fiscal Sustainability

1.2 Strive to create clearly understandable plans & policies that establish long-term innovative financial health for all funds. Reduce organizational risk while encompassing sustainable infrastructure needs with considerations for special revenues sunsetting or reapproval.

2. Continuous Review of Policies & Ethical Practices

3. Set standards for sound, effective, trained governance

3.1 Leverage technology to deliver faster and more convenient services.

2022 Strategic Results:

  • Enhanced utility database framework and billing statements providing readability of utility billing for customers.
  • Improved website content and procedures.
  • Performed audit, inspection and security for AMI mesh network further optimizing the performance of the water meter reading infrastructure encompassing present and future growth.

2023 Strategic Deliverables:

  • Development and rezoning of all utility account routes
  • Examination and implementation of corrections and completing missing account details related to prior data exports and transitions for enhanced accuracy of customer accounts and meter profiles
  • Outreach, promotion and collaboration of available and new sustainably practices for customers and organizational

Service Enhancements:

Maintaining current service levels

Service Reductions:

Maintaining current service levels

2022 Positions:


2023 Positions: