Elimination of Hard-Copy Reminder Notices to Past-Due Utility Customers

Actual Cost to Send Hard-Copy Reminders

Legal Issues and Benefits Legal Review City Attorney indicates the notices are not an absolute requirement. Due Process is Required before Termination of Services Notice on bill states due date and time period before cutoff Dispute language has been added to bills City must provide adequate advance notice of this change Benefits Potential 2011 savings: $37,000 Faster notification to past-due customers (Interactive Voice Response (IVR) system will deliver telephone reminders) Savings could be used to offset projected cost of IVR system: approximately $80,000 Customer convenience: IVR allows customers to make payments via phone 24/7

Implementation to Eliminate Hard- Copy Reminders Notification to Customers 3 months prior to implementation Post flyers in customer service area Monthly messages on bills Inserts in bills and print on backside of envelope flap Note on current reminder letters sent to customers Lake Front TV Post on web page Campaign to collect phone numbers we do not have in system Ongoing Communication Give to all new customers upon initiation of services Include in customer service telephone HOLD message Effective Date: February 1, 2011

REMINDER NOTICES Agencies NOT sending REMINDER NOTICES NAME OF ENTITY City of Tallahassee Utilities City of Quincy Ocala Electric Utility Do you send out 1st reminder notice? NO Propose Not to Send Reminders City of Leesburg Do not send Reminders Notification will be placed on original bill with due date and subject to interruption 10 calendar days from due date. Options: IVR notification if approved Agencies sending REMINDER NOTICES City of Leesburg City of Mount Dora Progress Energy SECO Fort Pierce Authority JEA City of Bushnell

CREDIT CARD FEES

ENTITIES WHO CHARGE A FEE NAME OF ENTITY City of Quincy Progress EnergySECO City of Tallahassee UtilitiesJEA Ocala Electric Utility Accepts CC payments YES Do you charge a fee? OVER TELEPHONE ONLY YES $ amount of fee $5.00 COMM $12.95 RESID $4.95 (Easy Pay) No Fee -Pay online Res/CM 3.75 through SPEEDPAY RESID/COMM (online/telephone)- ONLY $ =$1.30 $ = $2.60 $ = $3.90 UP TO $ = $39.95 to SPEEDPAY VISA/MC/DISCOVER WALK IN up to $50 = $7.50 $100 = = $11.50 $5,000 = RESIDENTIAL ONLY (online/telephone) $4.95 per transaction up to ($400) Bill to Pay/Intuition Company 2.95% charged through PointPay type of fee: convenience/cc fee/service charge SERVICE CHARGE convenience charge Provider EASY PAYSPEEDY PAYSPEED PAYINTUITION COMPANY POINTPAY

ENTITIES WHO DO NOT CHARGE A FEE NAME OF ENTITY City of LeesburgCity of Mount DoraFort Pierce Utilities Authority City of Bushnell Accepts CC payments YES Do you charge a fee? NO $ amount of fee 0000 type of fee: convenience/cc fee/service charge N/A Provider AUTHORIZE.NETMerchants Service - Suntrust

5 Year Expense History

Recommendation Charge Convenience Fee Effective February 1, % PER TRANSACTION

$5.00 GO GREEN! Incentive Campaign to increase use of E-Billing Customers view bills online through Click 2 Gov Receive a one-time credit of $5.00 for enrolling Must be enrolled at least a year Current E-Bill customers will receive $5.00

E-Bill Utilization Municipal Average = 4% of customers City of Leesburg = 1% of customers Potential Savings of 3% increase in utilization: $4,400 per year