HomeMy WebLinkAboutIR 9184 i
INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 9184
To the Mayor and Members of the City Council January 26, 2010
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SUBJECT: Implementation of Changes to Utility Bills
On December 15, 2009, (M&C P-11072) the City Council authorized an agreement with
DataProse, Inc. for utility bill production and mailing services for the Water Department. The
agreement requires the vendor to produce and mail approximately 2.8 million billing statements
and 850,000 delinquency letters annually. These services were previously provided by the
Reprographics Division of the Community Relations Department using in-house staff.
Consequently, beginning with the February statement, customers will see a new bill format.
Among the benefits gained through this outsourcing initiative is the ability to enhance the
appearance of the billing statement. The new statement will make it easier for customers to
identify specific charges and the total amount due. The new format retains all of the information
provided on the current bill, including the graph of historical use and a customized monthly bill
message. It will also contain summary tabs for previous balance, new service charges,
miscellaneous charges, previous amount paid, and past due amounts. The remittance coupon
also moves from the top of the statement to the bottom.
We will also enhance the format of delinquency letter. Instead of just a letter notifying the
customer of the delinquent status of the account, the letter will include a perforated payment
coupon. This will make it easier for a customer to make a payment once the letter is received.
The first bill produced by DataProse, Inc. will be accompanied by an insert explaining how to read
the bill. A draft of the insert, which will be produced in both English and Spanish, is attached.
Information about the change in utility bill format will appear in the January 27, 2010, City News.
The City will continue to provide inserts in the utility bill to educate citizens about various
programs and services.
In addition to the changes to the format of the bill, customers will begin seeing late fees where
applicable on the new billing statements. As part of the FY2010 budget process, the City Council
authorized the addition of a 5% late fee to past due customer accounts (M&C G-16713), effective
January 1, 2010. Customers are given 20 days to submit payment plus an additional 3-day grace
period before a bill is considered late. The initial billing statements will show the date payment
must be received to avoid the late fee; however, the fee will not actually be applied until the next
billing cycle. A bill insert notifying customers about the implementation of late fees was provided
to customers with the November utility bills.
Should you have any questions about the new billing statements, please contact Frank Crumb
(817-392-8207) or Kara Shuror(817-392-8819).
Dale A. Fis I r, P.E.
City Manager
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS
Your Utility Bill Got a Makeover
The city of Fort Worth is launching a new bill provide accurate descriptions of your services.
statement to be of service to our customers. We are pleased to offer this new billing statement.
The new statement provides more information The following information points out the features of
and is easier to read. It also improves our ability to this new statement.
Contact Information
Account Information Phone numbers in case you
Including account number, have questions about the
and service address services listed on this bill pa
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Payment Coupon Utility Bill Assistance Program
The section you tear off and return You can add an amount of your
with your payment is now at the choice to your payment. Donations
bottom of the statement. are tax deductible and optional.
February 2010 250,000
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