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Council discusses utility shutoff notices, surcharges and push for online/ACH payments
Summary
Staff presented utility billing trends, a drop in shutoffs for 2025, and options to improve customer notification and payment enrollment, including a proposed text-notification pilot and incentives to sign up for ACH payments; no formal ordinance change or motion was made.
City utility billing staff updated the Dell Rapids City Council on shutoff trends, billing procedures and possible improvements to customer notification and payment options.
Britney Nelson, who identified herself with utility billing, said the city stopped sending separate shutoff letters in January 2024 after bringing billing in-house; since then shutoffs in 2025 have declined compared with 2023, when a staffing gap caused a spike. Britney said most shutoffs are repeat customers and that shutoff…
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