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Elimination of Hard-Copy Reminder Notices to Past-Due Utility Customers

Elimination of Hard-Copy Reminder Notices to Past-Due Utility Customers. Actual Cost to Send Hard-Copy Reminders. Legal Issues and Benefits. Legal Review City Attorney indicates the notices are not an absolute requirement. Due Process is Required before Termination of Services

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Elimination of Hard-Copy Reminder Notices to Past-Due Utility Customers

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  1. Elimination of Hard-Copy Reminder Notices to Past-Due Utility Customers

  2. Actual Cost to Send Hard-Copy Reminders

  3. Legal Issues and Benefits

    Legal Review City Attorney indicates the notices are not an absolute requirement. Due Process is Required before Termination of Services Notice on bill states due date and time period before cutoff Dispute language has been added to bills City must provide adequate advance notice of this change Benefits Potential 2011 savings: $37,000 Faster notification to past-due customers (Interactive Voice Response (IVR) system will deliver telephone reminders) Savings could be used to offset projected cost of IVR system: approximately $80,000 Customer convenience: IVR allows customers to make payments via phone 24/7
  4. Implementation to Eliminate Hard-Copy Reminders Notification to Customers 3 months prior to implementation Post flyers in customer service area Monthly messages on bills Inserts in bills and print on backside of envelope flap Note on current reminder letters sent to customers Lake Front TV Post on web page Campaign to collect phone numbers we do not have in system Ongoing Communication Give to all new customers upon initiation of services Include in customer service telephone HOLD message Effective Date: February 1, 2011
  5. REMINDER NOTICES Agencies sending REMINDER NOTICES City of Leesburg City of Mount Dora Progress Energy SECO Fort Pierce Authority JEA City of Bushnell

  6. CREDITCARD FEES

  7. ENTITIES WHO CHARGE A FEE
  8. ENTITIES WHO DO NOT CHARGE A FEE
  9. 5 Year Expense History
  10. Recommendation Charge Convenience Fee Effective February 1, 2011 3% PER TRANSACTION
  11. $5.00 “GO GREEN!” Incentive Campaign to increase use of E-Billing Customers view bills online through Click 2 Gov Receive a one-time credit of $5.00 for enrolling Must be enrolled at least a year Current E-Bill customers will receive $5.00
  12. E-Bill Utilization Municipal Average = 4% of customers City of Leesburg = 1% of customers Potential Savings of 3% increase in utilization: $4,400 per year
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