HomeMy WebLinkAbout2012 04 23 Informational 101 Utility Billing Extended HoursCOMMISSION AGENDA
ITEM 101
April 23, 2012
Regular Meeting
Informational X
Consent
Public Hearings
Regular
KS
City Manager
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Department
REQUEST:
The Finance and Administrative Services Department would like to inform the Commission
of extended business hours for Winter Springs' Utility customers.
SYNOPSIS:
The purpose of this Agenda item is to inform the Commission of new business hours for the
Utility Billing Department on Mondays which will be from 7 am to 6 pm, in order to better
serve the City's Utility customers.
CONSIDERATIONS:
Effective April 9, 2012, the Utility Billing Department began extended hours on Mondays.
In many cases, the availability of our hardworking citizens to transact business did not align
with our availability to serve them. Recognition of this fact was the motivation behind this
change. It is our expectation that these extended hours will provide more customers with
feasible opportunities in which to transact business. Monday was overwhelmingly selected
by means of an informal customer survey, conducted by the Utility Billing Department over
the past several weeks. This particular selection likely resulted from the fact that delinquent
notices indicate service interruption if payment is not received by the delinquent card due
date, which is always a Monday (holidays being the exception).
Initially, the extended hours will be offered on Mondays. However, we are positioned to
offer extended hours on Tuesday and /or Wednesday depending on customer response.
Within the last month, a new approach to staffing and related scheduling has not only
afforded management the ability to flex staff hours but also to sufficiently staff for peak
demand.
Informational 101 PAGE 1 OF 2 - April 23, 2012
FISCAL IMPACT:
Additional budget will not be required as recent changes to the staffing schedule have
served to re -focus resources without increasing cost.
COMMUNICATION EFFORTS:
This Agenda Item has been electronically forwarded to the Mayor and City Commission,
City Manager, City Attorney /Staff, and is available on the City's Website, LaserFiche, and
the City's Server. Additionally, portions of this Agenda Item are typed verbatim on the
respective Meeting Agenda which has also been electronically forwarded to the individuals
noted above, and which is also available on the City's Website, LaserFiche, and the City's
Server; has been sent to applicable City Staff, Media/Press Representatives who have
requested Agendas /Agenda Item information, Homeowner's Associations /Representatives
on file with the City, and all individuals who have requested such information. This
information has also been posted outside City Hall, posted inside City Hall with additional
copies available for the General Public, and posted at five (5) different locations around the
City. Furthermore, this information is also available to any individual requestors. City Staff
is always willing to discuss this Agenda Item or any Agenda Item with any interested
individuals.
News of the extended hours will be distributed through a variety of mediums: utility bill
(subsequent to Arbor Day announcement), May newsletter, electronic sign, phone message,
and eCitizen.
RECOMMENDATION:
Staff requests the City Commission receive and review the information provided in this
Agenda Item.
ATTACHMENTS:
None
Informational 101 PAGE 2 OF 2 - April 23, 2012