In a recent government meeting, officials provided an update on the town's ongoing utility billing issues, emphasizing efforts to enhance customer service and address resident concerns. The town has nearly doubled its customer service staff to manage increased call volumes and has implemented additional support measures, including kiosks in the town hall lobby and extended hours for utility billing services.

Officials acknowledged the challenges residents have faced, including long wait times and system glitches that have disconnected callers after extended periods. To mitigate these issues, a voicemail feature will be introduced to allow residents to leave their information for callbacks, ensuring they do not have to start over if disconnected.

The town is also working to resolve a backlog in data entry related to utility payments, which has been exacerbated by system upgrades. While officials aim to maintain the regular schedule for bank drafts, adjustments may be necessary to ensure accurate processing of payments.

In a proactive approach, the town will avoid cutoffs and penalties for residents affected by the billing issues. Officials noted a peak in customer interactions during specific hours and encouraged residents to reach out during off-peak times to reduce wait times.

To further enhance transparency and accuracy, the town plans to engage a third-party service to review utility bills issued during this period. This step aims to reassure residents about the integrity of their billing and to address any discrepancies that may arise.

Officials expressed gratitude for the patience shown by residents and acknowledged the hard work of town employees who have been diligently addressing the situation. The meeting concluded with a commitment to keep the community informed as efforts to resolve the utility billing issues continue.