REPORT TO THE CITY COUNCIL
December 10, 2015
FROM: THOMAS C. ESQUEDA, Director
Department of Public Utilities
SUBJECT
Title
Award a contract for an amount not to exceed $230,833 to West Monroe Partners for Consulting Services for the Department of Public Utilities, Utility Billing & Collection (RFP No. 072915).
Body
RECOMMENDATION
Staff recommends that Council award a Consulting Services Agreement to West Monroe Partners to conduct an operational assessment and evaluation for the Utility Billing & Collection (UB&C) Division of the Department of Public Utilities, in an amount not to exceed $230,833.
EXECUTIVE SUMMARY
DPU is seeking professional consulting services to conduct an operational assessment and evaluation of UB&C. Expertise from a professional consulting service will provide the Department with an assessment of UB&C's organizational structure, practices, operations, processes, systems and tools used by UB&C. Staff recommends Council award a contract to West Monroe Partners for consulting services.
BACKGROUND
The Utility Billing & Collection Division of DPU consists of 60 employees. It is responsible for issuing monthly utility bills for 108,000 solid waste accounts, 126,000 sewer accounts, 132,000 water accounts, and 118,000 community sanitation accounts. Some accountholders are billed for all four services while others are billed for only one, two or three services. UB&C's responsibilities include initiating new accounts; terminating existing accounts; transferring existing accounts; receipt and distribution of utility billing revenue; and communicating with accountholders on daily basis regarding their utility bill or the quality of services provide by the City's water, sewer, solid waste, and community sanitation staff. UB&C communicates with accountholders by telephone, email, and in person at UB&C customer service counters.
The UB&C phone system currently processes approximately 110,000 phone calls per ...
Click here for full text