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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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)

12. 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

13. 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

14. QUESTIONS??