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Staff recommends earlier automated calls/texts and outreach to reduce utility shutoffs
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Summary
Mapleton staff briefed the council on the utility‑billing cycle and delinquency outcomes (about 129 delinquencies per cycle; 74 respond to a mailed green notice; 20–40 shutoffs per month) and recommended adding a recorded Everbridge call/text before the delinquent notice to reduce avoidable shutoffs and improve ACH/autopay enrollment.
City staff described the current utility‑billing timeline and proposed a low‑cost outreach step to reduce avoidable shutoffs.
Bryce Oiler outlined the timing: monthly bills go out; payment is due on the 20th; if unpaid, the next month's bill shows a delinquent balance; staff sends a green delinquent notice and, if unpaid, an automated "shutoff" notice followed by physical shutoff work with public works. He said the city typically sees about 129 customers on the delinquent list in a cycle, about 74 of those pay after receiving the green notice, and that staff executes roughly 20–40 physical shutoffs in a given month.
To reduce avoidable shutoffs, Oiler recommended adding an automated recorded call and associated text/email before sending the mailed delinquent notice. The recorded message would be a courtesy reminder using the city's Everbridge system and would say in substance: "This is a courtesy call from Mapleton City Utility Office. We have not received your payment. Please make your payment today. If you would like to set up ACH, please call the city today." Oiler said staff had reduced the administrative time to generate such callouts and that the step would not "topple" the billing timeline dominoes.
Council members asked for clarity about timing (how many billing cycles before shutoff) and suggested adding early electronic reminders. Staff clarified the typical sequence: a missed payment appears on the next bill as past due; the shutoff notice typically follows that cycle and shutoffs occur after continued nonpayment (the practical interval is roughly two billing cycles, but timing can be about a month and a half in practice because of billing calendar alignment).
Council and staff also discussed Everbridge enrollment and the importance of public education so residents receive texts or voice messages if they want them. Staff recommended broader encouragement of ACH/autopay enrollment to reduce missed payments.
Council did not vote on a policy change at the meeting but generally supported staff moving forward with the recommended courtesy call/text and related outreach.
