Customer Services Department

Transcription

1 Contents Introduction Information Commission /Manager Form of Government....1 Introduction Letter... 2 Customer Service Organization Organization Chart...3 Vision/Mission Statement...4 Customer Service Areas of Improvement Management Discussion / Analysis Energy Audits...8 Awards/Recognition Customer Communications Caring About Our Customers Life Support Agenda Item Life Support Program Customer Call Initiative.. 19 Customer Utility Fraud Letter.20 Social Security Reminder Information Customer Service Five Year Strategic Plan Contact Information.29

2 CITY OF QUINCY, FLORIDA COMMISSION-MANAGER FORM OF GOVERNMENT MAYOR Angela G. Sapp District 2 COMMISSION MEMBERS DISTRICT 1 Keith Dowdell- Mayor-Pro Tem DISTRICT 3 Derrick Elias DISTRICT 4 Andy Gay DISTRICT 5 Larry Edwards CITY MANAGER Jack L. McLean Jr. CITY ATTORNEY Larry K. White 1

3 September 28, 2012 Honorable Mayor, Members of the City Commission and Citizens of the City of Quincy, Florida Dear Mayor, Commission and Citizens: It is our pleasure to submit this Annual Report for the Customer Service Department for the fiscal year ending September 30, This report provides you an overview of the department and a road map of the department strategic plan over the next five (5) years. Our plan is tied directly to our Vision and Mission Statement, while at the same time incorporating Customer Service Core Values. First, allow me to report that the City of Quincy is the second lowest utility provider in the state. This is due in part to your decision to bring on a new electric provider. I am also pleased to report that our collections rate for the city is averaging 96-97%. As a result of this collection rate, I extend to our customers a special thank you for paying their utility bills in a timely manner. To enhance the customer experience, we will purchase a bar code scanner to reduce posting errors by our cashier. We are also purchasing a new money counter to reduce errors to more accurately count funds and detect counterfeit bills. Additionally, we have widened the range of customer payment options with the purchase of a new Point & Pay software system. The range of payment options will include payment via mobile devices, line phones, on-line pay via internet and two additional credit cards American Express and Discover. This system will reduce the current transaction cost of $32,000. Our meter readers will no longer be routinely reading meters, but will be re-trained to become service techs and call center representatives. Their responsibilities will include insuring that the customer Smart Meters, ONT s equipment, IPC, Water sensors and Gas sensors are functioning appropriately. As a CSR, they will respond to customer questions in the smart grid call center and help educate them on the customer web-portal as identified below. A new customer web- portal will be implemented and this will be a major education tool to help our customers become familiar with online information as it relates to their utility services making the customer experience a Welcomed one. Respectfully Ann Sherman, Director Customer Services 2

4 City of Quincy, Florida Customer Service Organization Chart Citizens Commission Keith Dowdell Mayor Pro Tem Derrick Elias Angela Sapp Mayor Andy Gay Larry Edwards Jack L. McLean Jr. City Manager Ann Sherman Customer Service Director Gloria Woodard CS Admin David Patterson Call Center/Web Portal Rep Diane Matheney Cashier Deandre Moore Lead Meter Reader Mark Hammelman Meter Reader Edmond Campbell Contract Meter Reader 3

5 Vision Statement: Customer Service will create a welcomed customer experience. Mission Statement: Above all else, we value the opinion and input from our customers and pledge to treat all those we serve with compassion, respect and dignity. Values: Customer Service Core Values are: caring about our customers creating on-going win-win partnerships with our customers communicating openly and honestly focus on excellence timely delivery of requested service supporting our team members 4

6 Management s Discussions and Analysis As Customer Service Director of the City of Quincy, I offer readers of the city this narrative overview and analysis of the Customer Services Department for the fiscal year October, 2011 through September,2012. Customer Services provides a full range of services, including cash receipts, collection of city funds, opening/ closing accounts, meter reading, turn-on s/turnoff s, customer complaints/resolutions, extensions, courtesy calls, and customer communication to name a few. We focused our efforts on the most critical areas of concerns as expressed by our customers. Customer Service is committed to providing the citizens of Quincy with the highest quality services while maintaining efficiency and cost effectiveness. Overall, we believe Customer Service made improvements in the delivery of services to our citizens as well as working closer with them to help accommodate their needs during this fiscal year. Areas of Improvement 1. Customer Complaints: Reduced by 50%. This number is based on the number of calls or visits to the manager s office, complaints from the commissioner s to the manager and complaints reported by two (2) citizen advocates. This number equates to roughly one (1) complaint per month. Please be informed that your complaints are not taken lightly, and where we can address issues we have taken the necessary steps to do just that in the form of coaching, training and reassignments. Those complaints are summarized in five (5) categories as follows: Billing Errors Posting Errors Customer Treatment Long Lines (Wait-Time) Cut-off Errors 5

7 2. Wait Time: In an effort to minimize customers wait time on check days, cut-off and penalty days, we utilize the services of contract personnel. However, customers must be mindful, that when they wait until the day of service disruption to pay their utility bills, they will experience a longer wait. 3. Extensions: From October 1, 2011 to September 30, 2012 Customer Services granted 1,275 extensions. These extensions total $287,820.29, which means we deferred operating revenue at an average of $23, monthly for an additional 7-10days. These numbers do not include our social security and disability customers who pay on the 1 st, 2 nd, and 3 rd of the month and those who pay on the 2 nd, 3 rd and 4 th Wednesday of the month. This is just one example of Customer Service working with citizens to help accommodate their needs as a large portion of these extensions, exceeded the three (3) per year limit. 4. Courtesy Calls: Between May and September, 2012 two (2) to three (3) days prior to cut-off day, staff called 3,014 citizens as a friendly reminder regarding the upcoming cut-off day and that their utility bill had not been paid. Additionally, those customers with no telephone numbers on file were mailed letters advising them that we were unable to reach them due to incorrect numbers or no numbers recorded on file. These customers were requested to complete an enclosed form and return to Customer Service. Staff mailed 1,147 letters between May and July Cut Offs: On cut-off days Customer Service Staff begin their day between 6:30 and 7:00 am to assure that those customers who drop off payments at the last minute will have their payments posted prior to cut-off. To further accommodate our customers, staff remains at the office until 7:00 pm to allow those customers who work in the surrounding areas the opportunity to come in and pay their bills so that they are not without service overnight. 6

8 It is important to mention that no other municipality staff in the State comes in early or stay late to accommodate customers. 6. Accounts Opened: 491accounts were opened during this fiscal year 7. Finale Accounts: 461 accounts were closed as a result (a) customers leaving the area, (b) moving from one location to another within the city,(c) landlord closing temporary accounts,(d) closed for nonpayment after ninety(90)days and etc. 7

9 Energy Audits An energy audit is a process used by an expert Energy Analysts to help identify any heating, ventilation, air condition (HVAC), water or gas issues in a customer home. However, the identification of a problem is just the first step. Once deficiencies have been identified it is incumbent upon the home owner/landlord to make the necessary repairs identified. Making these repairs will result in a cost savings to the customer s electric, water or gas bill. From January 2011 to September 2012 staff requested forty (40) energy audits. Corrective actions were taken on some. Where corrections were made or where customers were given advice on do s and don ts, those who made adjustments in their personal habits did see a reduction in their (kwh) which resulted in a lower electric bill for example, raising the thermostat setting from 70 o to 78 o, the industry standard. 8

10 Awards/Recognition Customer Services staff received Outstanding Community Support Recognition for valuable service and support in furthering the agency s mission. This award recognizes those individuals who go above and beyond in working closely with Capital Area Community Action Agency (CACAA) to help the citizens of Quincy get their utility service restored. 9

11 Customer Communications We discussed earlier in this report Customer Services Values. Caring about our Customers is identified as our #1 Core Value. Our Customer Communication program is a tool, an effort to help improve our Customer Connection. Keeping you informed and armed with helpful information as we know it. 13

12 Important Social Security Information Dear Customer, Please pay close attention to the Social Security section. If you are collecting social security or disability, you MUST have established a checking or savings account by March 1, If you have not opened an account by the March deadline, this may cause a delay in you receiving your benefits. 21

13 May 31, 2012 Dear Customer, In an effort to improve our Customer Connection, we have implemented a new process which involves calling all customers who appear on the cut-off report two days prior to cut-off day. This effort is a friendly reminder, advising you that your utility bill had not been paid as of the date of the phone call. During the last cut-off cycle (May 30 th ) we were unable to contact you for one or two reasons: (1) We have an incorrect phone number on file for you or (2) We have no phone number on file for you. In order to extend this courtesy to you moving forward, we are requesting that you complete the attached form and return it to the City of Quincy ASAP. You can mail it to 320 West Jefferson Street, Attn. Customer Services or for your convenience, you may drop it in the drop box drive thru adjacent to the building. In addition, you can also send an with the information to asherman@myquincy.net. Please be sure to reference your utility number in your correspondence. Thank you for helping us to improve our service to you. Respectfully, Ann Sherman Director Customer Services 320-West Jefferson Street Quincy, Florida (850) Ext (P) (850) (F) 19

14 July 2, 2012 Dear Customer, In an effort to improve our Customer Connection, this communication is one of many you will receive in the future to keep you informed and armed with information as we know it. This is an Alert, advising you of two (2) known utility scams that utility customers with several different utilities in Florida have reported. Other states have reported similar activity as follows: Customers are receiving calls, personal visits and s advising them that special funding has been approved by the President for utility bill assistance. The customer is then asked to provide their social security number in order to get their bill paid. Customers are receiving letters, stating that their payments are invalid, then given false bank information in order to gain their personal data. Again, this SCAM is attempting to gain your bank account number, credit card number or social security number. Please be warned that there is no special Federal Funds approved by the President for utility assistance. If you believe that you have been a victim of this SCAM, you are asked to call the City of Quincy Customer Services Department at (850) X6709 and the Quincy Police Department at (850) Thank you for helping us to improve our service to you. Respectfully, Ann Sherman Director Customer Services CC. Jack McLean, City Manager 320 West Jefferson Street Walt McNeil, Police Chief Quincy, Florida

15 Five (5) Year Strategic Plan Goal #1: Leverage Today s Technology to Improve the Customer Experience Install a Bar Code System to eliminate errors in posting customer accounts Determine the cost of Bar Code System Acquire approval to move forward Train staff on the use of new system To be accomplished by December 2012 Customer Service Director has overall Responsibilities Goal #2: Cross Train all Customer Service Representatives (CSR s) in all Department Functions Examine current and future directions of the Customer Service Department All employees to be trained in all aspects of customer service functions (i.e., setting up new accounts, generating work orders, cashier, customer communications, Instant Alert System, opening/closing accounts, and etc.) To be accomplished by January, 2013 Gloria Woodard has training responsibilities Customer Service Director has overall responsibilities Goal #3: Redesign the Customer Service Office Area To improve the quality of service delivered making the customer experience personal, informative, satisfying, and adding a sense of privacy while conducting business Determine cost of construction (internal vs. external) Acquire approval to move forward To be accomplished by December, 2013 Customer Service Director has overall responsibilities 26

16 Goal #4: Seek Public/Private Partnerships/Grants to Provide Matching Utility Funds Revamp and advertise the existing Project Help Program for disadvantaged customers Determine if there is an interest in citizens helping families who truly have a need Conduct a survey to determine interest Include rounding utility payments to the nearest dollar To be accomplished by December, 2012 David Patterson will be responsible for this program Goal #5: Meter Readers Phase-Out As a result of leveraging technology for Smart Grid Initiative (1) meter reader will be phased out Both meter readers will be retrained upon completion of Smart Grid Deployment Identify current skill set of meter readers Define required skill set for new role Identify training needs of each To be accomplished by October, 2012 Gloria Woodard and Customer Service Director will have responsibilities Goal # 6: Payment Options for Utility Bills Identify and communicate the different types of payment options for utility payments Bank Draft Credit cards (Visa, Master Card, American Express and Discover) Check Cash Money Order EFT 27

17 Web online payments Phone Payments (Home, business, etc.) Mobile Payments To be completed by October, 2012 Customer Services and IT Director will have the responsibilities Goal #7: Web-Site Portal Web Portal will be used as a major education tool Display Time of Use Rate (TOU) Educate the public Will require a part-time person Define the required skill set for position Identify any training needs Acquire approval to hire To be completed by April, 2013 Customer Service Director has responsibility Goal #8: Capital Improvement Cost Purchase a vehicle for the Customer Service Tech Determine the cost Acquire approval To be completed by October, 2014 Customer Service Director has responsibility 28

18 Customer Service Director (850) x 6709 Contact Information Customer Service Administrator (850) x 6707 Customer Service Cashier (850) x 6710 Customer Service Representative (850) x 6711 Fax Information (850) addresses asherman@myquincy.net gwoodard@myquincy.net dmatheney@myquincy.net dpatterson@myquincy.net Note: Remember effective October 1, 2012 Cut-offs will begin at 8:00am. To avoid service disruption, your payments must be in the drop box the evening before cut-off day. 29