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Denton staff outlines utility-billing policy changes for deposits, payment plans and leak adjustments
Summary
Customer Service Manager Krista Foster presented an independent review and recommended ordinance and administrative changes to deposit retention, commercial deposit refund timing, payment-arrangement processes and leak-adjustment rules to improve responsiveness and reduce manual workarounds.
Krista Foster, Denton’s customer service manager, presented a utility-billing review during the Aug. 25 Public Utilities Board work session and recommended changes to commercial deposit rules, payment-arrangement procedures and leak-adjustment provisions.
Foster said an independent consultant reviewed staff interviews, call evaluations, performance trends and policy language and found that Denton’s collections generally outperform benchmark utilities but that certain ordinance provisions create unnecessary manual work and restrict staff flexibility. "Our calculation is consistent. Our application of supplying deposit interest is consistent, that our retention period is not aligned with the majority of the cities, and that our current ordinance is written in such a way…
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