Optimizing billing while enhancing customer service and elevating engagement

Greeley Utility Billing and Customer Service Assessment

With a growing population, the City of Greeley’s Department of Water and Sewer wanted to conduct a strategic assessment of their Utility Billing Division—one of the City’s key public-facing customer service functions. The City was implementing a new customer information system (CIS) conversion project that would affect the Division. They were also heading up a multiyear advanced metering infrastructure (AMI) project where the Division would play a crucial role as a communications partner. The City engaged our team to conduct the assessment and help improve operations and overall customer experience.

Our organizational change team looked at resource management, policy adherence, and the effectiveness of current systems. These factors allowed us to assess various aspects of the Division such as their structure, technology use, workload, staffing levels, and compensation system to find areas for improvement. We worked to identify current and future needs, and evaluated the relationships, risks, and dependencies between Division and other City functions.

By conducting an operations assessment, we determined whether the City’s utility billing and cash operations functions could handle future requirements. Next, we assessed customer services staffing to gain insights and make recommendations for the group to better fulfill the City’s strategic goals.

Upon completion of the assessment, the City received actionable steps to help improve the Division’s performance, both on the balance sheet and in public perception.