FY 2011-12 Adopted Budget - City of Oviedo

PERFORMANCE PROFILE
Department
Finance
Program
Utility Billing/Customer Service &
Meter Reading
Program Description
The Utility Billing and Customer Service administers the City’s utility billing system, which includes meter reading, billing
and collection and customer service support. Approximately 139,000 bills are produced annually for City water and sewer,
stormwater, and solid waste collection services and two (2) Meter Readers read more than 11,000 meters every month for
billing purposes.
In addition, this program assists customers in applying for and discontinuing utility service, accepts utility payments, responds
to customer inquiries and resolves questions regarding customer accounts.
Performance Outcomes
Utility Billing and Customer Service
Measure
FY 08-09 FY 09-10 FY 10-11 FY 10-11 FY 11-12
Actuals Actuals Budget Projection Budget
Input/Demand
Total Budget / Expenses 308,816 358,783 401,946 491,274 592,782
Total FTE's: 6 6 5 6 6
- Utility Billing / Customer Service 4 4 4 4 5
- Meter Reading 2 2 1 2 1
# of Utility accounts (monthly average) 11,926 12,111 12,239 12,363 12,754
Workload/Output
Total # of utility bills processed 143,957 145,337 146,868 149,098 153,813
Total # of bank draft payments 12,003 12,559 13,100 12,900 13,545
Total # of credit card payments 22,416 28,502 28,384 32,525 35,778
Total # of walk up customers served 29,410 27,232 27,905 29,628 29,924
# delinquent accounts (cut offs for nonpayment) 2,630 2,530 2,600 2,700 2,727
Effectiveness/Service Quality
% of payments from bank drafting 8.3% 8.6% 8.9% 8.7% 8.8%
% payments from credit card transactions 15.6% 19.6% 19.3% 21.8% 23.3%
% payments from walk up customers 20.4% 18.7% 19.0% 19.9% 19.5%
Delinquent accounts as % of total 1.8% 1.7% 1.8% 1.8% 1.8%
Efficiency
Cost per bill processed 2.15 2.47 2.74 3.29 3.85
305