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Billing and customer-service staff describe website overhaul, staffing and payment processes
Summary
Billing and utility customer-service staff told the workshop about department staffing, meter-read and payment workflows, AutoPay options and a large website cleanup that reduced pages from thousands to under 200 while lowering annual costs.
Elizabeth Shaughnessy, billing and services presenter, outlined the structure and staffing of utility billing and customer service and described recent changes to the city website and payment processes.
Shaughnessy said the city’s field department has nine employees who perform meter reads that feed billing. The billing division has two clerks, the customer-service…
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