CUSTOMER ACCOUNTING DIVISION
Additional information about the Customer Accounting Division of the Finance Department may be obtained by calling Cindy Nicolaisen, Utility Accounts Manager, at (919) 469-4054, through e-mail at cindy.nicolaisen@townofcary.org, or by visiting the Town’s website at www.townofcary.org.
TOWN OF
Town Focus Areas
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Focus Area I:
Community Planning
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Focus Area II:
Infrastructure
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Focus Area III:
Financial Condition
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Focus Area IV:
Municipal Services |
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Town Goals
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Achieve a well-planned community using innovative
and proactive planning approaches and techniques.
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Ensure that roads, water and wastewater facilities,
parks, and other infrastructure exists for the existing citizens and for the
future needs identified in the comprehensive plan.
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Achieve a stable and strong financial position by
accurately estimating, prudently allocating, and managing financial
resources.
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Achieve a high level of service to the citizens in a
prompt, reliable, responsive, and cost-effective manner. |
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Town Initiatives
(pages 2 and 3 of this
document contain full descriptions of each Town Initiative) |
Growth Management
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Housing Program
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Comprehensive Planning
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Land Use Plan
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Environmental Concerns
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Infrastructure and Level of Service
Standards
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Fiscal Plan
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Water, Wastewater, Trans-
portation Infrastructure
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Broad Band Technology Services
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Long Term Financial Plan
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Performance Measurement
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Short Term Financial Planning
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Review Operations
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Cost Consciousness and Sustained
Service Provision
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Public Involvement
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Departmental Goals and Initiatives |
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4
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4
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1,2,
3,4, 5,6,7
8,9,
10, 11, 12
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DIVISION GOALS AND INITIATIVES
Customer Service and
Utility Billing
1. Process
customer requests and respond to inquiries regarding new accounts, utility
billing, online services, payments and change in services for approximately 50,400
customers.
2. Maintain
accurate and complete customer records to support accurate, timely collection
and data analysis for Public Works/Utilities.
3. Bill
approximately 50,400 customer accounts per month for water, sewer, solid waste
and other miscellaneous Town services.
4. Compile
billing data and maintain monthly consumption analysis.
5. Read
approximately 58,000 water meters per month for all residential, commercial and
industrial locations that receive water, irrigation and sewer services from the
Town.
6. Complete
service orders to initiate or terminate water service.
7. Perform
check for leaks and other usage analysis miscellaneous requests.
8. Complete
service disconnections and reconnections for delinquent accounts.
9. Receive and
post payments for utility bills via mail, in person and on-line, property taxes
and other miscellaneous revenues.
10. Prepare daily
bank deposits.
11. Encourage and
initiate customer bank draft authorizations.
12. Manage
delinquencies and related service disconnections/reconnections.
FY 2008
ACCOMPLISHMENTS
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Implemented new
FY 2008 utility rates accurately and on schedule.
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Maintained
monthly billing and reading schedules on consistent 28-30 day reading cycles.
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Planned for
acquisition and implementation of advanced meter infrastructure.
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Enhanced monthly
consumption reporting and analysis.
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Jointly
implemented billing for cross connection inspections with Public
Works/Utilities Department.
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Formalized
inventory of submetered customers.
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Participated in
implementation of enhanced phone system to monitor customer service and collect
performance data.
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Worked with
Inspections and Permits and Engineering to establish metering guidelines for
new construction.
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Reorganized job
duties in Customer Service and Collections for enhanced efficiency and improved
customer service.
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Improved security
of sensitive information.
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Researched
feasibility and operational issues associated with electronic bill presentment.
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Supported Public
Works/Utilities Department large meter replacement program in Morrisville.
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Ensure that 100%
of all meters are read on a 28-30 day cycle.
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Ensure that 100%
of all customers are billed within one day of the scheduled bill date.
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Process payments
on day received.
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Maintain weekly
disconnection of delinquent accounts to maximize collections.
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Actual |
Estimated |
Projected |
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% meter reading completed no later
than two days before scheduled bill date |
100% |
100% |
100% |
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% billing schedules met |
99% |
99% |
99% |
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% payments processed on day received |
98% |
99% |
99% |
KEY WORKLOAD INDICATORS
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Actual |
Estimated |
Projected |
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Average no. of meters read per month |
52,360 |
56,000 |
59,400 |
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Average no. of customers billed per
month |
44,600 |
48,000 |
50,400 |
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No. service orders processed per year |
33,245 |
33,450 |
46,000 |
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Average no. of payments processed per
month
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39,400 |
40,580 |
44,500 |
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No. of Wake County Property Tax
payments processed per month |
1,390 |
1,450 |
1,300 |
ACTIVITY HISTORY
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Fund
Number: 030-4440 |
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Activity
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Actual FY 2005
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Actual FY 2006
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Actual FY 2007
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Estimated FY 2008
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Budget
FY 2009 |
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Personnel
Services |
$959,128 |
$1,052,670 |
$1,252,528 |
$1,341,181 |
$1,502,458 |
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Operations
and Maintenance |
$259,928 |
$332,732 |
$436,871 |
$546,458 |
$600,708 |
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Capital
Outlay |
0 |
$33,562 |
$0 |
$24,000 |
$47,600 |
Total
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$1,219,056 |
$1,418,964 |
$1,689,399 |
$1,911,639 |
$2,150,766 |
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Authorized
FTEs |
21.125 |
27.125 |
28.125 |
28 |
29.125 |
The addition of a Financial
Analyst position in the FY09 Budget will allow the Department to leverage
technology more quickly by providing additional staff resources to advance a
number of special projects. For
example, a planned transition to utilize bank lock box services for payment
processing, the implementation of credit evaluation software and support for
implementation of advanced meter infrastructure will require additional staff
resources to provide quality project management to ensure transparent and
accurate improvements to customer accounting processes. This position will also
provide assistance and research for other initiatives such as business
continuity planning and e-bill presentment.