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Smart Ways To Use Billing Innovations To Better Serve
Your Customers
Elie J. Boudreaux III, P.E. - Director of Utilities Fort Pierce Utilities Authority
206 South Sixth Street, Fort Pierce, Florida 34950
772-466-1600
2005 APPA National Conference
June 20, 2005
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Fort Pierce Utilities Authority Mission Statement
“To provide our customers
with economical and friendly service
in a continuous effort to enhance
the quality of life in our community.”
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Online Services Timeline
August 2002 - General website up and running
Early 2003 - Preliminary testing of program, with employees, yielded good results
September 2003 - Online services officially opened to the public, collecting payments via credit card
August 2004 - Online checks became available
Online Services Timeline
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Online Billing Services Ability to Access Account Online
View current bill information as pie chart
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Online Billing Services Ability to Access Account Online
Check account balances Check billing history
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Online Billing Services Ability to Access Account Online
Check payment history Review current bill
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Online Billing Services Ability to Access Account Online
Make payments – by credit card or check Manage several accounts under one login
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Online Billing Services Ability to Access Account Online
View consumption summary information and graphs (very favorable customer feedback)
No charge for online services at this time
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Other Customer Services Application for utility connections & disconnections Payment options Form to report tampering of utility services
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Other Customer Services Account service forms Instructions on how to read your meter and bill Feedback area for comments and questions
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Customer Reactions
Website receives 120 unique hits per day 20% of the website traffic is for online services The remainder of the hits:
27% — Find a Job 16% — Inside FPUA 15% — Community 14% — My Home 8% — My Business
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Online Payment Statistics Online System Users
1780 Residential 625 Commercial
Almost 10,000 payments made online since the
program's inception
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Customer Service Goals & Major Objectives
Ensure customer information is secure: Unique user name Password and registration required Confirmation by CSR, with verification emailed back to customer Credit card information is not kept on the website
Provide information that enhances our customer’s experience
Provide value to our community Ensure customer requests for service are forwarded to
the appropriate department in a prompt, effective, and professional manner
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Customer Service Goals & Major Objectives
Coordinate with all other departments to provide optimum performance of services with minimal inconvenience to the customer
Generate and maintain reliable records of customer services and payments received
Develop and implement credit and collection policies, which benefit and serve the customer while meeting FPUA's objectives
Market and sell additional products and services
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Additional Capabilities In New Cogsdale
Customer Service Management System
New online accounts approved much faster than the current 1 to 2 days
Email notification if online account customer falls into penalty phase
Email reminders of approaching due dates to online account customers
Budget Billing for all customers
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