The vendor is required to provide Water Department Billing, Collection, and Customer Services for Include:
1. Billing
• Data file from meter reading will be provided by the town monthly.
• Timely exception reports for no readout or skipped reads. high/low or no usage meter reading tracking and resolution by a dedicated billing specialist
• Miscellaneous billing for property transfer fees, return check fees, etc.
• Interim billing for property transfers.
• Monthly billing sent to customers based on meter reading file provided by the town.
• Prepare pre-commitment and commitment reports for the town on a monthly basis.
• Provide 12-month billing history on the customer bills
• Producing and sending customer bills within five days of receiving billing data
2. Collections
• Vendor will deposit payments into a town of bank account with a location convenient to both vendor and town
• Collect and post all water bill payments including online payments, direct mail, and those forwarded from town water department.
• Town water department will deposit cash payments received and forward daily reconciliation for vendor to post to client accounts.
• Process correspondence for past due and or disconnection notices; set up and manage payment plans and water lien process all in accordance with the policies as outlined by the board of water commissioners.
3. Call center
• Provide professional full-time telephone staff trained to assist customers in all facets of the water industry including water quality, usage trends, billing issues, payments, rates, etc.
• Call center staff available to assist customers Monday through Friday for a minimum of eight (8) hours per day.
• Call center to have a local telephone number or toll-free number for customers to use.
• Set appointments with customers and route appointment information via email to designated water department staff forty-eight hours in advance of appointment, excluding holidays and weekends.
4. Customer database
• Import historical customer data from vendor's existing data.
• Maintain property and customer records
• Town to have "read-only" access of database for authorized town employees as stipulated by the board of water commissioners
• Audit on all account changes
• Tracking of past, current and future (pending) owners
• Indexed electronic customer logs tracked by call type example: water quality, returned check, payment arrangement, high usage
• Meter inventory and tracking
• Update existing customer contact and billing data to ensure that bills are sent to the correct parties.
• Maintain a list of customers by residential, commercial, industrial, agricultural, schools and municipal for annual statistical reporting assistance for the state department of environmental protection (dep).
5. Accounts receivable
• Daily processing and reconciliation of receipts
• Daily deposit to the town's bank account
• Direct debit option for customers
• Online payment option for customers
• Maintain communication with the town treasurer and collector as needed.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: April 03, 2025