Utilities Customer Information & Services
Department Description
Customer Information & Services focuses on service with a commitment to excellence, with customers being our No. 1 priority. Our Team provides a single point of entry for all customer service contact and communications for the Utilities Department. The Department creates and manages customer accounts for the various utilities services and is responsible for the generation of all revenue and collection of all payments. This is performed through meter reading, billing, payment processing, and collection activities. Our customers are serviced via customer service centers, telephone, email, mail, social media, community meetings, site visits, the media, and online.
Core Services
Customer Services Management
Our Customer Services Team provides a wide variety of services to ensure Pasco County Utilities' customers have the best possible customer experience with every interaction. Specific services provided include one-call resolution, in-person payment processing, account setup and closure, project round up collection and management, assessment searches, and proactive outreach to alert customers when leakage or customer-specific site issues are identified.
Account Management
Our Account Management Team works to provide customers with accurate, reliable billing and payment collection. This Team services water, wastewater, and reclaimed water and additionally accepts and records solid waste and paving assessment payments.
Meter Reading and Service Order Management
Our Meter Reading and Service Order Management Team is responsible for timely and accurate meter reading to ensure customers receive accurate monthly billing. This Team also provides front line routine identification of existing or possible conditions that would negatively impact the ability to collect accurate data or to service in-place field equipment. Additionally, service orders are managed within this group to ensure that all necessary equipment installations, service starts and stops, and equipment repairs are initiated, tracked and completed in an efficient and timely manner.
Water Conservation and Efficiency
Our Water Conservation and Efficiency Coordinator is responsible for the development, implementation and evaluation of programming to assist residential and commercial customers in identifying and employing water conserving and efficiency practices. This is achieved through Conservation programs, incentives/rebates for homeowners and businesses, and site visit presentations for efficient water use. Additionally, this Coordinator collaborates with multiple local agencies to create synergy around the need for water conservation.
Claims and Adjustments
Our Claims and Adjustments Team is responsible for the intake, tracking, review and finalization of all leak and other account adjustments received. Outreach to account holders includes requesting additional information or clarification, and providing an explanation of the outcome of the adjustment request. This Team also serves as the intake point for all utility-related risk management claims, assisting with the necessary research and investigation to assist with appropriate and equitable claim resolution.
Dispatch Services
Our Dispatch Services Team services for both the utility and the customer to ensure around-the-clock routine and emergency in-field equipment service and repair to ensure that customers can rely on access to quality drinking water without interruption.
Residential Information Center (RIC)
Our Team members also support the Residential Information Center (RIC) when the Emergency Operations Center (EOC) is activated. The RIC assists Pasco County residents with any questions or concerns they may have during an emergency.
Budget Summary
Goals & Objectives
Utilities Customer Information & Services strives to support County Strategic Goal 1.3.D to exceed customer expectations by providing quick and accurate service, as well as Strategic Goal 4.1 to deliver services that meet and exceed customer expectations in a manner that builds trust, inspires confidence, and promotes accountability.
The Team accomplishes this through the following KPIs:
KPI 1.3.D.2 Maintain a call wait time of 2 minutes of less, 100 percent of the time.
Low customer wait times are an indication that customer support is being provided in an efficient manner and customer service staffing is at an appropriate level.
Annual Bill Accuracy
KPI 1.3.D.3 Accurately bill customers on-time, 100 percent of the time, or within industry standards (98.9%), set by American Water Works Association (AWWA).
Accurate customer bills reduce customer contact before bill payment and lead to higher customer satisfaction.
On-Time Meter Reading
KPI 1.3.D.4 Accurately read all meters between 28-32 days, 100 percent of the time.
Accurate meter reads occurring between 28-32 days ensures customer bills stay consistent and mimic their water use and leads to higher customer satisfaction.
Round-Up Funds
KPI 2.2.B Utilize Round-Up funding, 100 percent of time.
Assisting customers who are struggling financially, allows them to regain or maintain their utilities services, directly impacting their quality of life.
Delinquent Accounts
KPI 2.2.C Maintain an annual delinquency rate of 8 percent or less, 100 percent of the time, as set by American Water Works Association (AWWA) for combined utilities services.
Keeping accounts open and active benefits the County and leads to the satisfaction of unmet need of our customers.
Education Presentations
KPI 2.4.D Facilitate at least twelve (12) educational presentations per year.
Informing and education Pasco County’s new home buyers enhances awareness and helps to ensure efficient use of limited water resources.