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HomeMy WebLinkAbout2009 01 26 Informational 103 New Utility Bill FormatCOMMISSION AGENDA CONSENT INFORMATIONAL X ITEM 103 PUBLIC HEARING (REGULAR I I January 26, 2009 MGR. /DEPT Meeting Authorization REQUEST: The Finance Department Wishes To Inform The City Commission About The New Utility Bill Format. PURPOSE: The purpose of this Agenda item is to inform the City Commission about the new Utility Bill Format. CONSIDERATIONS: The Utility Billing Department has received numerous customer comments and questions regarding billing policies, procedures and format over the years. During the outsourcing of utility bill printing, stuffing and mailing process, staff took the opportunity to redesign the bill to incorporate the customer's continual comments and concerns to make the bill more customer friendly. Staff is pleased to announce the parallel testing phase has been completed and all bugs have been corrected. The new format is attached for your information. Now that this project has been completed staff has begun a new project to convert checks received through the mail and over the counter to an electronic file format that can be down loaded into the MUNIS financial software thus eliminating manual posting errors and will expedite the daily payment posting process. In addition, the checks will be scanned to create an electronic bank deposit file and eliminate the need to encode the checks and send to the bank. Once the check payment automation and electronic deposit project is completed, staff will begin reviewing alternative payment options such as processing credit card and debit card transactions in-house, monthly credit card automated payments, and other e- government payment initiatives. FUNDING: N/A RECOMMENDATION: N/A Informational Agenda Item 103 January 26, 2009 Page 2 of 2 ATTACHMENTS: New Bill Format -Front New Bill Format -Back Current Bill Format COMMISSION ACTION: The City of Winter Springs UTILITY BILL Utility Billing Division 1126 E. Slate Road 434 Account Number : Willer Springs, FL 32708-2715 Bi 1 1 Number : 1259805 Telephone (407)3275996 '"'" Customer Name: TUSCANY RESTAURANT Fax (407)327-4754 Service Adtlress: 1301 WINTER SPRINGS BOULEVARD utilitybillsQwinterspringsg.org Bi 11 Date: 12/23/2008 Current Charges Late After: 01/13/2009 Last Payment Amount/Date: $89.72 / 12/03/2008 Read Dates Meter Reading Service Curtenl Previous Days Mder No. Curtent Previous Usage in Gallons Tdal IRRIGATION 12/10/2008 11/10/2008 30 77444347 30 30 0 $0.00 WATER 3/4" 12/10/2008 11/10/2008 30 08006573 33170 23610 9560 $19.30 $38.30 SEWER 3/4" $22.00 STORMWATER $1.93 WATER TAX Total Curren t Charges: $81.53 Total Amount Due: $81.53 DUE UPCJN RECEIPT THE CITY 15 PLEASED TO ANNOUNCE A DELINQUENT BILL TELEPHONE NOTIFICATION SYSTEM. PLEASE UPDATE YOUR TELEPHONE NUMBER ON YOUR REMITTANCE FORM TODAY TO ENSURE YOU RECEIVE THIS IMPORTANT REMINDER CALLi PAYMENT TERMS Due Date • This dale applies to your cunent charges only (nd Past Due Balances). • A Iale fee of the greater of $5.00 or 5% d the balance will be assessed for all payments received after the due date. • A customer may request a waiver of one late fee over the Irfetime of an acceun[. Past lace Balance • The Current Charges Late After dale does not apply to your Past Due Balance. • g you have a delinquent or past due balance, plwse bring your payment to City Hall immediately to avoid disconnection. Do nd pay on-line or by credit card, mail or drop boz as the payment may no[ be received prior to disconnection process. • Utility acceunt is subjed to discennectian al env time. Payment of entire past due balerrce plus a $30.00 disconnection fee and a deposit (rf applicable) 's required before service cen be restored. Returned Check Charges • CheckslBank Omfls which are rdumed by your banking institution (or arty reason will resuk in a rdumed check charge of $20.00, possible disconnection of service, a discennedion feed $30.00 end a deposk (rf epplicade). k Iwo checkslbenk drafts ere returned, check end bank dmfl privileges will be cancelled end (Nora utility payments must be in the form of cash or money order only. Dell Owed to the City • The City ar its assignee shall ba entdled to entarce any claims ar rights in order to tolled any debt owed to the Chy under this account end may undertake the collection d any debt against you end this account by any lavdul means. Any and all costs associated wkh the cellection of said debt including, but not limited lo, reasonable aflomey's Tees, court costs, collection agency fees, and any dher debt celledion rdated expenses incurted [ry the City. PLEASE 9EE BACK OF B)LL FOR ACPDCTIDNAL 1NFORMAT(ON Please Detach and Return Bottom Portion with Your Payment - RMaIn the Top PoRlon for Your Records Account Number: 8111 Number: 1259805 Customer Name: TUSCANY RESTAURANT Service Address: 1301 WINTER SPRINGS BOULEVARD Current Charges Late After: 01/13/2009 Total Current Charges: $81 .53 Make checks payable to: City of Winter Springs Total Amount Due: $81 .53 Ll Change of Address (see reverse) i ui~url rl~nri~~nrlu~mlrllurinrilr ltinr~rl rl~u~urli 7 - 2345 TUSCANV RESTAURANT 1301 WINTER SPRINGS BLVD WINTER SPRINGS FL 32708-3806 iniinrlriiurilluriniurliriuiriinulluiiuuulluir~l City of Winter Springs Utility B 1126 E. State Road 434 Winter Springs, FL 32708-2715 O~n060420099~12598~5801700171781539 OFFICE HOURSfCONTACT INFORMATION • Office Hours: Monday thru Friday 8:00 AM to 5:00 PM • Billing Questions: (407) 327-5996 • Disconnections for non-payment or insufficient funds: (407) 327-5996 • Emergency: (407) 327-2669 • Email: utilitybills~winterspringsfl.org • Cfty Website: www.winterspringsft.org • On-line bill viewer: email office for username and password setup • Frequently Asked Ouestions can be found on City websde by clicking on "Online Services" followed by °Citizen Comments and Requests" • Utility Service Termination: Request must be submitted in writing to Utility Billing Office at least one (1) business day in advance. • Reclaimed Water Questions: (407) 327-2669 • Seminole County Community Assistance: (407) 665-2360 • Stormwater Questions: (407) 327-5977 Streetlight Questions: Progress Energy: (407) 629-1010 GARBAGE. RECYCLING AND YARD WASTE • questions and Complaints: (407) 327-2669 • Special Pickups: WastePro of Florida: (407) 774-0800 • Garbage Collection: Eastside =Tuesday & Friday Westside =Monday & Thursday • Recycling Collection: Eastside =Tuesday or Friday Westside =Monday or Thursday • Yard Waste Collection: Eastside =Wednesday Westside =Wednesday • Garbage, Recycle and Yard Waste will not be picrned up on the following holidays: New Year's Day, Memorial Day, 4 of July, labor Day, Thanksgiving Day and Christmas Day. Pickup will occur on your next regularly scheduled collection day. BILLING CYCLE • City utility bills are rendered on a monthly billing cycle. If you do not receive your utility bill or have questions about your utility bill, please contact Utility Billing Customer Service at (407) 327-5996. BILL APPEALS • Any customer who feels their monthly bill is unjust and inequitable may make a written application for review within ten (70) days of the bill date. LEAK DETECTION • To determine if you have a leak, turn off all water faucets, ice makers, irrigation systems, etc. and check the water meter. If the leak detector (small triangle) at the meter is not moving, you do not have a serious leak. To check for slow leaks, note the position of the sweep hand and record the register reading. Read the meter again after one (1) hour without any water use. If the sweep hand and meter reading remain unchanged, you have no leaks. Ii they have changed, you need to look for the source of the leak. It is the property owner's responsibility to correct leaks as soon as possible. • Bill adjustments may be available in certain cimumstances, such as excessive use, leaks or pool fills. An approved adjustment would be permitted no more than once in a year and twice in ten years. INFORMATIONAL LITERATURE • Adddional information, such as °Reading Your MeteY', "Irrigation For A Healthy Lawn", "Home Water Survey", °Rain Sensors°, and many more, is available at Cdy Hail payment office and City website (www.winterspringsfl.org) by clicking on "Departments" followed by "Utility Billing" and "Forms and Information". CUSTOMER DEPOSITS • Commercial -Deposit retained until service is terminated. • Residential - Deposi[ refunded after two years of continuous payment history with no late charges assessed to account. • Disconnected Service - If no deposit is on file and your service is disconnected, a new deposit and a disconnection fee of $30.00 must be paid before service can be restored. • Terminated Service -The Cdy will apply retained deposits to the final bill and any cred'R balance remaining will be refunded. Information Update: Name Mailing Address_ Telephone j_ PAYMENT OPTIONS It your account is delinquent or past due, please bring your payment to City Hall immediately to avoid disconnection of services. Do not pay on-fine or by credit card, mail or drop box as the payment may not be received phor to disconnection process. Please do not p/ace cash in malt or drop box. Please make check or money order payable to: Gity of Winter Springs Please allow sufficient time for mail delivery, drop box pickup, credit card transachon, on-line bill payment and payment processing. Please be mindful that holidays wi/I delay payment delivery and receipt. Cash Payments • Only accepted when paying in person at City Hall • The City is not responsible for cash payments lost in the mail or placed in the drop boxes. In Person • Payment must be made at Cdy Hall located at 1126 E. SR 434 • Please bring your utility bill statement with you. By Mail • Send Check or Money Order and Remttance Stub to: 1126 E. SR 434, Winter Springs, FL 32708-2715 • The City cannot be responsible for undelivered or late mail. Drop Box (3 locations) (include remittance stub with payment) • Located in the parking lot on the left side of City Hall (west side) next to Medical Office Building • Located in 7-11 at 898 Gary Hillery Drive (near intersection of Winter Springs Boulevard and Northern Way) in Tuscawilla • Located in Walgreens at 401 East SR 434 (at Edgemon Avenue) • Payments deposited in drop boxes take at least one business day to be received and credited to your account. Bank Draft (Automatic Debit - ACH) • The City can automatically deduct the amount of your utility bill from your bank account • Enrollment and Withdrawal forms available on the City's website at www.winterspdngsfl.org or at City Hall utility payment office. Credit Card • Payment by Visa and MasterCard can be made by calling Official Payments Corporation (OPC), a third party credit card processor, at 1- 800-272-9829 (or www.winterspringsft.org and clicking on `Online Services" followed by "Bill Payment Service°). Provide jurisdiction code 1914, account number located on your utility bill. An on-line account must be setup with the Cdy prior to paying via the Internet. • OPC will charge a convenience fee of $6.50 for each transaction totaling $500 or less. • Payments made by credit card may take up to two business days to be received and credited to your account. IRRIGATION RESTRICTIONS • Resolution No. 2001-09 established that landscape irrigation for all water sources, including reclaimed water, is limited to two days per week and cannot occur between the hours of between 10:00 AM and 4:00 PM. • Irrigation of existing landscape with an even or no address is only allowed on Thursdays and Sundays. Irrigation of existing landscape with an odd address is only allowed on Wednesdays and Saturdays. New landscape is authorized to be irrigated on any day between the hours of 4:00 PM and 10:00 AM during the first sixty (60) days following installation. PUBLIC RECORD • Utility account records are considered "Public Record" and are subject to disclosure in accordance wdh Florida Statute Chapter 119. City of Winter Springs Utility Billing 1126 E. State Road 434 Winter Springs, FL 32708 407-327-5996 Bill No. Account Number 1259805 _50 Detach this portion and return with your remittance Make Checks Payable to: City of Winter Springs Utility Customer ID Bill Date Late After UTILITY BILL Remit Copy Due Upon Receipt Previous Balance (Current Charges Changes made below are !or mailing address only. Malling Atltlress: City, State, Zip. Home Telephone. Business Telephone: Email Adtlress. IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII TUSCANY RESTAURANT 1301 WINTER SPRINGS BOULEVARD WINTER SPRINGS FL 32708 City of Winter Springs Utility Billing 1126 E. State Road 434 Winter Springs, FL 32708 407-327-5996 or utilitybills@winterspringsfl.org UTILITY BILL Make Checks Payable fo: City of Winter Springs Utility Customer Copy Keep this portion for your records Due Upon Receipt Customer Service Address TUSCANY RESTAURANT 1301 WINTER SPRINGS BOULEVARD Bill Number ` Account Number Customer ID ' Bill Date Late'After 1259805 12/23/2008 01/13/2009 Description Present Read Date PreviousReadlDate'. Present Meter Reading Previous Meter Reading Usage in:Gallons 'iGharge PREVIOUS BALANCE .00 IRRIGATION 12/10/2008 11/10/2008 30 30 0 WATER 3/4" 12/10/2008 11/10/2008 33170 23610 9560 19.30 SEWER 3/4" 38.30 STORMWATER 22.00 Water Tax 1.93 Last Pay Amt Last Pay Date Current Charges Balance ~ - 89.72 12/03/2008 81.53 81.53 $81.53 THE CITY IS PLEASED TO ANNOUNCE A DELINQUENT BILL TELEPHONE NOTIFICATION SYSTEM. PLEASE UPDATE YOUR TELEPHONE NUMBER ON YOUR REMITTANCE FORM TODAY TO ENSURE YOU RECEIVE THIS IMPORTANT REMINDER CALL! Customer Service: For billing questions call (407) 327-5996, Monday to Friday, 8:00 a.m. to 5:00 p.m. After hours drop box is available for payments at the west end of Cily Hall. PLEASE DO NOT PLACE CASH IN NIGHT DEPOSITORY. For after hours emergencies related to utilities, call (407) 327-2669. Appeals: Any user who feels their monthly bill is unjust and inequitable may make wntlen application for review within ten (10) days after the date of rendering of the bill by the city. An atljustment may be available in certain instances. Various adjustments include excessive use, leak or pool fill. An approved adjustment would be permitted no more than once a year or twice over ten years. Automatic Bank Draft: Payment will De drafted on the Thurstlay before Ihe'LATE AFTER' dale. If This dale falls on a bank holiday the payment will be drafted the next business day. Delinquent Payments: I('CURREN7 CHARGES' are not paid by the'LATE AFTER' date the account is subject to a Delinquent Notice with late fee charges of $5.00 or 5%, whichever is greater. 'PREVIOUS BALANCE' indiW tes a PAST DUE amount The'LATE AFTER' dale on the'CURRENT CHARGES' does not apply to any'PREVIOUS BALANCE'. An account with a'PREVIOUS BALANCE' is subject to tlisconnection at any time. In ortler to reinstate service on an account fumed oN for nonpayment, the customer must pay the total amount due plus an additional turn-on charge of $30.00. Our policy prohibits field personnel from collecting any checks or cash from our customers. Payment must be made in our customer service ofrce between the hours of 8:00 a.m. and 5'00 p.m. If you have any questions regarding tlelinquent accounts. Dlease contact our collection office al (407) 327-5953. Mail Problems: The Cily of Winter Springs is not responsible for undelivered or late mail. In the even) you fail to reserve a bill, please call customer service at the number listed above. Garbage and Recycling: Waste Pro of Florida, Inc. hantlles all garbage and recycling. Questions regarding these services should be directed to their customer service department at (407) 774=0800. How to Read Your Water Meter: Simply write down all the numbers shown on the face of the meter and tledud the previous reading from this figure to get your water consumption in thousands of gallons.