FY 2026 Adopted Budget - Flipbook - Page 297
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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.
Billing Assistance Programs: Low-income and vulnerable customers are offered payment
plans to keep essential services and connections while customers catch up on large balances
after leaks.
Data Security: Customer data is securely managed to protect sensitive information and ensure
compliance with data privacy regulations.
Water Meter Installations: In FY 2025, 544 new water meters were installed, marking an increase
of 108% 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. Language Accessibility has ensured that
customer support services and communications are available in multiple languages to serve a
diverse community.
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.
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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