Memorandum
City of Lawrence
Finance Department
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TO: |
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Thomas M. Markus, City Manager |
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FROM: |
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Kristy Webb, Utility Billing Manager |
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DATE: |
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February 4, 2019 |
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RE: |
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January 2019 Utility Billing Report |
Service Level Analysis
· In January, Utility Billing received 2,749 calls and handled 2,424 of those calls (88.2%).
· The Average Speed of Answer (ASA) was 1:56 minutes in January.
· Utility Billing sent out 33,759 bills in January.
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JANUARY 2019 SERVICE LEVEL |
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Date |
# Calls |
# Handled |
% Handled |
ASA |
AHT |
Max Wait |
# Employees |
Activity |
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1/2/2019 |
162 |
139 |
85.8% |
0:03:01 |
3:40 |
18:10 |
8.5 |
|
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1/3/2019 |
166 |
134 |
80.7% |
0:04:04 |
4:36 |
18:02 |
8.5 |
Shut Offs |
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1/4/2019 |
129 |
105 |
81.4% |
0:02:53 |
4:24 |
16:06 |
7.5 |
|
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1/7/2019 |
183 |
139 |
76.0% |
0:03:44 |
3:58 |
15:11 |
8.5 |
|
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1/8/2019 |
148 |
128 |
86.5% |
0:01:58 |
3:21 |
11:56 |
8.5 |
Shut Offs |
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1/9/2019 |
112 |
106 |
94.6% |
0:00:33 |
3:16 |
7:47 |
8.5 |
Shut Offs |
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1/10/2019 |
116 |
110 |
94.8% |
0:01:07 |
3:36 |
8:10 |
8.5 |
|
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1/11/2019 |
117 |
113 |
96.6% |
0:00:41 |
3:37 |
6:42 |
8.5 |
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1/14/2019 |
138 |
127 |
92.0% |
0:01:37 |
3:16 |
12:16 |
8.5 |
|
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1/15/2019 |
141 |
118 |
83.7% |
0:01:29 |
3:27 |
10:28 |
7.5 |
Shut Offs |
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1/16/2019 |
132 |
120 |
90.9% |
0:01:43 |
3:55 |
9:52 |
8.5 |
Shut Offs |
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1/17/2019 |
106 |
104 |
98.1% |
0:00:47 |
3:35 |
12:08 |
8.5 |
|
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1/18/2019 |
114 |
110 |
96.5% |
0:01:56 |
3:56 |
12:02 |
8.0 |
|
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1/22/2019 |
144 |
112 |
77.8% |
0:02:58 |
3:53 |
18:45 |
8.5 |
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1/23/2019 |
136 |
120 |
88.2% |
0:02:06 |
4:08 |
11:20 |
8.5 |
Tag Doors |
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1/24/2019 |
113 |
100 |
88.5% |
0:01:15 |
3:26 |
12:18 |
8.5 |
Tag Doors |
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1/25/2019 |
100 |
90 |
90.0% |
0:01:58 |
3:55 |
10:55 |
8.0 |
|
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1/28/2019 |
129 |
112 |
86.8% |
0:02:41 |
3:45 |
14:39 |
8.5 |
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1/29/2019 |
107 |
99 |
92.5% |
0:01:50 |
3:40 |
9:54 |
8.0 |
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1/30/2019 |
141 |
132 |
93.6% |
0:01:40 |
3:15 |
11:32 |
8.5 |
Tag Doors |
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1/31/2019 |
115 |
106 |
92.2% |
0:00:37 |
3:11 |
5:45 |
8.5 |
Tag Doors |
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Total |
2749 |
2424 |
88.2% |
1:56 |
3:42 |
18:45 |
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|
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Jan 2018 Total |
3139 |
2565 |
81.7% |
2:30 |
3:37 |
23:38 |
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% Handled yellow = goal fell short by 10% or more; % Handled pink = goal fell short by 20% or more
ASA yellow = goal fell short by 20%; ASA pink = goal fell short by 50% or more
See appendix for customer service goals.
Impacts to Service Level
Call volume was slightly below normal due to the two holidays in January; service requests were normal in January. There were also fewer accounts being disconnected in January due to below freezing temperatures, which also contributed to a lower call volume.
Utility Billing Customer Summary
The Utility Billing office started service for 530 customers and stopped service for 510 customers in January.
There were 4,075 accounts in Delinquency Status as of 2/1/2019. There were 174 customers shut off and an additional 180 customers whose door was tagged (service was not disconnected) in January due to delinquency. The extreme cold temperatures in the last two weeks of January prevented water from being disconnected. Those accounts did receive a delinquency tag on their door instead. An account is considered delinquent if it is not paid by the due date. An account is subject to shut off 20 days after the bill is due.
Utility Bills were sent out on schedule in January. Most of Cycle 2 and Cycle 3 had to be estimated due to extremely cold weather that prevented meters from being read.
Utility Billing New Initiatives
City Commission approved executing a contract for a new billing system on April 17, 2018. Implementation of the new billing system, CIS Infinity, kicked off on May 30, 2018. Go live is anticipated around October 2019. The Utility Billing Manager is the project manager of that project, which will consume most available time for any new project or initiative work. Accomplishments of the project so far:
· Completed all Core Training, to give the support team full knowledge of how the new system works
· Completed all Discovery Workshop sessions to identify the requirements needed of the billing system
· Rolled out the new system with our data to test data conversion (this is the first of 6 data loads that will occur during the implementation process)
Upcoming Project Schedule
· Current-October 2019 – continue implementation of new CIS billing system. Implementation is expected to take 18 months.
Appendix – Customer Service Goals
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Customer Service Goals |
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ASA (Average Speed of Answer) |
3:00 or less |
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% Calls Handled |
80% or greater |