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IVR: The IVR project was implemented 9/1/09. In the month of March, 2720 (an increase of 36% from Feb) payments were processed through this venue. The IVR system now represents 5% of the monthly payments. It also assisted in reducing payments made through Customer Service Reps by 43% of all payment calls. The additional positive feature of IVR is that our customers can now pay their bill over the phone 24/7. We are seeing payment activity on the weekends. Mass Notification: Customers who are in imminent danger of having their services disrupted for non-payment began on 10/13 and 1,603 calls have been made to those customers during March. Electronic Bill: We are currently developing the electronic bill website with the vendor and IT and will be moving forward with the design. Our goal is to have an electronic bill in place by 10/1/10. BCS Liaison: 23 service inspections were performed and passed; 19 passed inspection; 4 failed from improper placement of meter box and contractor was notified. There were 17 new sewer permits issued. EZ Pay: 15,629 bills were processed. Transaction break down is as follows: 4,393 one-time pays; 7,640 recurring payments and 3,596 payments through Cust Serv Reps. There were 117 returned items; 39 for insufficient funds and 78 for invalid bank number. AMR Replacement: 215 Orion AMR transponders were installed. Of the 25,780 customers with AMR transponders 4,523 have ITRONs and 21,257 have Orion. The 25,780 represents 46.14% of our customer base with AMR meters. Customer Service: Received 9,030 phone calls; grade of service was 91.6%. The total # of walk- ins to the lobby was 1,193. There were 0 new service requests representing $0 in connection

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fees. Meter Services:

Installed 6

new meters (existing

lines);

47,818

meters were manually

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read; 62 were skipped (less than .1% of all reads) and 64 were misread (less than .1%); 2,963 service orders were closed, including check meter/verify read, box/lid maintenance, shut-off, and turn-on. Billing & Collections: Delinquencies: 820 accounts were shut-off. Reconnection revenue collected was $25,135.

penalty revenue

$75,760

premise

visit

revenue

was

$2,115.

Total

delinquency

revenue: $103,010.

FY-YTD 09 total: $592,784.

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Returned Checks: Revenue $3,670 for 149 returned items. FY-YTD 09 total: $24,395. Tampering: 55 meter tampering occurrences, total revenue $11,400.; FY-YTD 09 total: $44,230. Overtime: $1,260 collected for OT and $228 expended. Net income is $1,032. Total revenue collected FY-YTD $5,603. Liens: 117 filed with balances of $22,838. There were 93 liens released for a total of $66,844. Bad Debt: 23 accounts sent to bad debt this month total of $4,209 or an average balance of $183. Community Outreach: No activity. Real Estate: No activity. Water Conservation Enforcement: Year Round/Emergency water ordinance approved by Board. Changes to Rate Resolution to coincide with Resolution forthcoming -11 unauthorized use warnings and one no actual violation. FYTD total revenue for unauthorized use is $2,000. Sharepoint/Doc Management: The Adobe software upgrade has been ordered. This upgrade will

allow us to fully utilize SharePoint and implement this software. functionality being created will be supported in the upcoming version.

We want to ensure to We currently have 42,649

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Sharepoint in April. ID Theft/Red Flag Policy: No activity.

Public Outreach:

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Water Conservation: SWFWMD extended modified Ph II severe water shortage restrictions through June 30, 2010; Completed putting water conservation bumper stickers on all Utility vehicles; FY09/10 Toilet Rebate program is progressing; In July when the severe water shortage restrictions expire, we will remove DROUGHT signs from WW Lift Station sites and install Year Round Water Conservation signs at the same 125 locations in County.

increase in documents a document transfer to

documents ready to be transferred to Sharepoint.

from February. We have been informed

by

IT

that

This represents a 9% we are scheduled for

Monthly Report, March 2010

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