BILLING AND COLLECTIONS AWWA Leadership Forum Session One November 14, 2017
Billing System n n Billing provides revenue Software: l l l n Billing Meter reading Customer service Service/work orders Payment processing Report generation Hardware: l l l Desktop & laptop computers, and tablets Meter reading equipment GIS equipment
Meter Reading n n n n Meter readers Manually, electronically, radio read, fixed network, Read daily, weekly, monthly Number of connections Download reading information into billing software Billing department reviews readings, generates reports Re-reads, high reads, and errors
Generating Bills n n n Billing department electronically compiles reading data into bills Auxiliary information for bills include usage, payments, reading dates, due dates, messages, etc. Be flexible on contents of bill Send bill file electronically or print bills Lag time from reading to bills to customers
Printing Bills n Outsourcing l l Process statements quickly Save money n l l l l Labor, production and mailing costs, inventory mgt. expenses, decrease equipment acquisition, and maintenance costs Increase productivity-reallocate staff time and equipment to other valuable uses Enhance quality and maintain control Send, review, approve electronically Update addresses each billing period Bills easy to read and have a larger font size Return envelope supplied Electronic statements; view online and/or send via email
Printing Bills, cont’d. n In-house l l l l Control in timing of billing and mailing Labor intensive Specialized equipment Investment in equipment Supplies, i. e. paper, toner, envelopes Equipment/computer support costs Higher postage costs May save money
Billing/Due Dates n n n Billing frequency l Utility sends out weekly, bi-weekly, monthly, bi-monthly l Customer receives monthly or bimonthly Bills need to be sent out timely Due date 30 days from date of billing Incentive to pay on time Penalty or interest charge for late payments
Collections n Payment of bill: l Offer multiple payment options n n n Auto-pay & monthly pay online, equal pay, financial institution, in person, mail, night drop, over the phone. External vendors offer service Pay by credit/debit card, check, cash Possible incentive for auto -pay participation
Collections n n n CSR’s are primary contact with customers Empower CSR’s to provide great service and work with customers on payments Special Circumstances: l l l n Special arrangements Adjustments Payment assistance programs Notes on accounts
Collections n Accounts Receivable: Receivables processed daily l Provide G/L codes for various types of payments l Balance daily l Bank deposits daily l Check processing equipment or outsource l
Collection of Delinquencies n n Have a tracking system for missed payments Have a collection policy l Set monetary threshold or due date trigger l Send out past due letters l Make arrangements l Send out “final notice” l Make arrangements l Can cut disconnects by up to 75% or more l Disconnect (daily, weekly, monthly)
Collection of Delinquencies n n n n Do not accept payments online if disconnect notice is received or review periodically Reconnection fees Same day reconnects After-hours reconnects Illegal reconnects-fines Lien properties Outsource
Collections n n n Customers should understand billing process Have online access to their bills Outreach programs: Website l Newsletter l Community Events l CSR’s, field personnel l Billing messages l New sign up inf. l Public meetings, etc. Conservation is a tool: l ims-awwa. org l Conserve. utah. gov l EPA Water. Sense l
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