BILLING AND COLLECTIONS AWWA Leadership Forum Session One November 14, 2017

Billing System Billing provides revenue Software: Hardware: Billing Meter reading Customer service Service/work orders Payment processing Report generation Hardware: Desktop & laptop computers, and tablets Meter reading equipment GIS equipment

Meter Reading 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 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 Outsourcing Process statements quickly Save money 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. In-house 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 Billing frequency Utility sends out weekly, bi-weekly, monthly, bi-monthly Customer receives monthly or bi-monthly 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 Payment of bill: Offer multiple payment options 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 CSR’s are primary contact with customers Empower CSR’s to provide great service and work with customers on payments Special Circumstances: Special arrangements Adjustments Payment assistance programs Notes on accounts

Collections Accounts Receivable: Receivables processed daily Provide G/L codes for various types of payments Balance daily Bank deposits daily Check processing equipment or outsource

Collection of Delinquencies Have a tracking system for missed payments Have a collection policy Set monetary threshold or due date trigger Send out past due letters Make arrangements Send out “final notice” Can cut disconnects by up to 75% or more Disconnect (daily, weekly, monthly)

Collection of Delinquencies 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 Customers should understand billing process Have online access to their bills Outreach programs: Website Newsletter Community Events CSR’s, field personnel Billing messages New sign up inf. Public meetings, etc. Conservation is a tool: ims-awwa.org Conserve.utah.gov EPA WaterSense

QUESTIONS??