Utilities Department Customer Service Division Update Board of County Commissioners January 15, 2008
Topics of Discussion • • Introduction Work Groups Revenue Recovery Customer Information System • Automated Meter Reading • E-Billing • Summary
Introduction • 180, 000 customers Ø 4. 78% customer growth in 2007 Ø 6. 44% average customer growth in last 5 years Ø 6. 28% average customer growth since 1990
Introduction • Annual increase in customer count Ø 8, 213 in 2007 Ø 9, 656 average increase in customer count – last 5 years Ø 6, 345 average increase in customer count – since 1990 • 138 budgeted positions for 2008
Introduction
Work Groups Billing • 132, 000 water/wastewater bills • 350 solid waste hauler bills • 300 environmental surcharge bills • 200 portable hydrant meter bills • 3, 500 bill exceptions • 300 bill adjustments • 70 liens and lien satisfactions
Work Groups Call Center • Implemented new CIS • Major undertaking and change • Increased phone ports from 10 to 47 • Resolve and document call in under 7 minutes • Working to reduce call time while maintaining call quality
Work Groups Call Center • Successfully handles 16, 590 calls • 2, 600 requests to start service • 1, 100 requests to stop service • 417 web inquiries resolved
Work Groups Cash • 3, 500 walk-in payments • 3, 300 drop box and mailed payments • 28, 500 credit, debit card & e-check payments • 6, 100 easy pay transactions • 600 drive-thru payments
Work Groups Customer Information System • Interactive voice response (IVR) • Interactive web response (IWR) • Itron meter reading • Eight payment interfaces • GIS & Maximo interfaces • Auto Scale (landfill) interface
Work Groups Delinquent Accounts • 3, 200 disconnects for non-payment • 100 dishonored payments • 60 payment arrangements • 15 bankruptcy events • 20 collection agency events • 160 title agency requests • 170 revenue recovery investigations
Work Groups Dispatch • 24/7 operation • Supports all Utilities divisions • Communicates all water/wastewater emergencies • Outage notifications • Sanitary sewer overflow (SSO) reporting • Accepts payments after hours
Work Groups Development • Water and wastewater capacity • Connection process • Verifies service availability • Plan review fees • Deposits and bonds • New account set-up • Capital charge and credit research
Work Groups Field Services • 10, 000 meter reads per reader • Accuracy rate of 99. 90% • Checks for meter tampering • Reports maintenance needs (broken glass, leaks, box and lid damage) • “More with less”
Work Groups Field Services • 3, 700 starts/stops of service • 3, 200 interruptions of service for nonpayment • 240 water audits • 90 field investigations • 150 meters field flow tested • 78 work orders to bench test meters
Revenue Recovery • Water Company of America 2003 - 2006 • Analysis and identification of sources of unbilled revenue • Reasons for unbilled revenue include: Ø High customer growth Ø Manual processes across multiple entities Ø Human error
Revenue Recovery # of Accounts Dollar Amount 1552 $1, 641, 536. 61 Payment Arrangements 11 $4, 811. 97 Liens 12 $5, 213. 00 Disconnected/Pending Collection 5 $1, 551. 90 Deemed Uncollectible 1 $101, 501. 39 186 $67, 642. 25 1767 $1, 822, 257. 12 Total Collected Unable to Locate Total Back-Bills
Customer Information System Why we converted to CIS from CUBS • Mainframe based Ø No ability to upgrade Ø Out of support Ø Lack of web functionality Ø No customer selfservice options Ø Required multiple accounts for one customer
Customer Information System • Comprised of several facets: Ø CIS Ø Web & IVR Ø Cash receipting Ø Bill presentment Ø System implementer Ø Project & risk management
Customer Information System Phase I • Implemented July 5, 2006 • Benefits of the new system include: Ø One bill for all services Ø Daily billing Ø Improved bill presentment Ø Interfaces with multiple applications Ø Customer self-service Ø Improved IVR
Customer Information System Phase I • Benefits of the new system include: Ø IWR – Bill payment via the web Ø Additional payment options Ø Bill as communication tool Ø Flexible bill due dates Ø Accommodate seasonal addressing
Customer Information System Phase II • Phase II began October 2006 and will be completed in January 2008 • Work to include: Ø Implement business changes that occurred during the implementation time frame in the form of change controls Ø Enhance the system and interfaces to gain efficiencies through additions as a result of staff and customer suggestions
Customer Information System Phase II Benefits • E-Billing • Web-based satisfaction survey • Automatic credit card payments • OUC interface • Auto scale interface and billing for credit customers
Customer Information System Future • Upgrade Ø Time of rapid technological change Ø Company buyouts and mergers Ø Maintenance ends on current application in July 2009 Ø Technical support ends Ø Plan for upgrade for Spring 2008 Ø Upgrade is JAVA-based
Customer Information System Future • Upgrade Ø Provide the ability to continually improve using a system that can adapt efficiently and effectively to implement best practices
Automated Meter Reading (AMR) • • Completed initial study Ø Overview of technologies Ø Overview of vendors Completed second study (11/07) Ø Analysis of system Ø Return on Investment Ø Recommendations Ø Results under review
E-Billing • E-Billing went live November 2007; a free service offered on our website • Customers have consistently requested E-Billing • Currently 32, 807 registered customers on Orange County website
E-Billing • Orange County initial savings up to $87, 000 annually • Consistent with County’s “Orange to Green Initiative”
Summary • Work Group Update • Revenue Recovery • Successfully implemented CIS Phase I • Finalizing CIS Phase II • CIS upgrade plan and pending approval • AMR results under review
Utilities Department Customer Service Division Update Board of County Commissioners January 15, 2008
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