1 smart ways to use billing innovations to better serve your customers elie j. boudreaux iii, p.e. -...

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Smart Ways To Use Billing Innovations To Better Serve

Your Customers

Elie J. Boudreaux III, P.E. - Director of Utilities Fort Pierce Utilities Authority

206 South Sixth Street, Fort Pierce, Florida 34950

772-466-1600

2005 APPA National Conference

June 20, 2005

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Fort Pierce Utilities Authority Mission Statement

“To provide our customers

with economical and friendly service

in a continuous effort to enhance

the quality of life in our community.”

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Online Services Timeline

August 2002 - General website up and running

Early 2003 - Preliminary testing of program, with employees, yielded good results

September 2003 - Online services officially opened to the public, collecting payments via credit card

August 2004 - Online checks became available

Online Services Timeline

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Online Billing Services Ability to Access Account Online

View current bill information as pie chart

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Check account balances Check billing history

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Check payment history Review current bill

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Make payments – by credit card or check Manage several accounts under one login

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View consumption summary information and graphs (very favorable customer feedback)

No charge for online services at this time

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Other Customer Services Application for utility connections & disconnections Payment options Form to report tampering of utility services

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Other Customer Services Account service forms Instructions on how to read your meter and bill Feedback area for comments and questions

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Customer Reactions

Website receives 120 unique hits per day 20% of the website traffic is for online services The remainder of the hits:

27% — Find a Job 16% — Inside FPUA 15% — Community 14% — My Home 8% — My Business

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Online Payment Statistics Online System Users

1780 Residential 625 Commercial

Almost 10,000 payments made online since the

program's inception

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Customer Service Goals & Major Objectives

Ensure customer information is secure: Unique user name Password and registration required Confirmation by CSR, with verification emailed back to customer Credit card information is not kept on the website

Provide information that enhances our customer’s experience

Provide value to our community Ensure customer requests for service are forwarded to

the appropriate department in a prompt, effective, and professional manner

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Customer Service Goals & Major Objectives

Coordinate with all other departments to provide optimum performance of services with minimal inconvenience to the customer

Generate and maintain reliable records of customer services and payments received

Develop and implement credit and collection policies, which benefit and serve the customer while meeting FPUA's objectives

Market and sell additional products and services

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Additional Capabilities In New Cogsdale

Customer Service Management System

New online accounts approved much faster than the current 1 to 2 days

Email notification if online account customer falls into penalty phase

Email reminders of approaching due dates to online account customers

Budget Billing for all customers

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1 smart ways to use billing innovations to better serve your customers elie j. boudreaux iii, p.e. -...

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