Customer Services Department
Contents
Introduction Information
Commission /Manager Form of Government ………………………...………….1
Introduction Letter …………………………………….………………..…………2
Customer Service Organization
Organization Chart ……………………………………………….........................3
Vision/Mission Statement ………………………………………………………....4
Customer Service Areas of Improvement
Management Discussion / Analysis …………………………………………. ...5-7
Energy Audits ……………………………………………………...........................8
Awards/Recognition …………………………………………………………...9-12
Customer Communications
Caring About Our Customers………………………………………………...….13
Life Support Agenda Item ……………………………………........................14-15
Life Support Program ………………………………………………………..16-18
Customer Call Initiative …………………………………………………….…. 19
Customer Utility Fraud Letter ………………………………………………….20
Social Security Reminder Information………………………………………21-25
Customer Service Five Year Strategic Plan …………………………………26-28
Contact Information …………………………………………… ……………….29
Customer Services Department
CITY OF QUINCY, FLORIDA
COMMISSION-MANAGER FORM OF GOVERNMENT
MAYOR
Angela G. Sapp
District 2
COMMISSION MEMBERS
DISTRICT 1 Keith Dowdell- Mayor-Pro Tem
DISTRICT 3 Derrick Elias
DISTRICT 4 Andy Gay
DISTRICT 5 Larry Edwards
CITY MANAGER
Jack L. McLean Jr.
CITY ATTORNEY
Larry K. White
1
Customer Services Department
September 28, 2012
Honorable Mayor, Members of the City Commission and Citizens of the City of Quincy,
Florida
Dear Mayor, Commission and Citizens:
It is our pleasure to submit this Annual Report for the Customer Service Department for the
fiscal year ending September 30, 2012. This report provides you an overview of the department
and a road map of the department strategic plan over the next five (5) years.
Our plan is tied directly to our Vision and Mission Statement, while at the same time
incorporating Customer Service Core Values.
First, allow me to report that the City of Quincy is the second lowest utility provider in the
state. This is due in part to your decision to bring on a new electric provider. I am also pleased
to report that our collections rate for the city is averaging 96-97%. As a result of this collection
rate, I extend to our customers a special “thank you” for paying their utility bills in a timely
manner.
To enhance the customer experience, we will purchase a bar code scanner to reduce posting
errors by our cashier. We are also purchasing a new money counter to reduce errors to more
accurately count funds and detect counterfeit bills.
Additionally, we have widened the range of customer payment options with the purchase of a
new Point & Pay software system. The range of payment options will include payment via
mobile devices, line phones, on-line pay via internet and two additional credit cards…
American Express and Discover. This system will reduce the current transaction cost of
$32,000.
Our meter readers will no longer be routinely reading meters, but will be re-trained to become
service techs and call center representatives. Their responsibilities will include insuring that
the customer Smart Meters, ONT’s equipment, IPC, Water sensors and Gas sensors are
functioning appropriately. As a CSR, they will respond to customer questions in the smart grid
call center and help educate them on the customer web-portal as identified below.
A new customer web- portal will be implemented and this will be a major education tool to
help our customers become familiar with online information as it relates to their utility
services making the customer experience a “Welcomed” one.
Respectfully
Ann Sherman, Director Customer Services
2
Customer Services Department
City of Quincy, Florida
Customer Service Organization Chart
Citizens
Commission
Keith Dowdell
Derrick Elias
Angela Sapp
Andy Gay
Larry Edwards
Mayor
Mayor Pro Tem
Jack L. McLean Jr.
City Manager
Ann Sherman
Customer Service Director
Gloria
Woodard
CS Admin
David
Patterson
Call
Center/Web
Portal Rep
Diane
Matheney
Cashier
Deandre
Moore
Lead Meter
Reader
Mark
Hammelman
Meter Reader
Edmond
Campbell
Contract
Meter Reader
3
Customer Services Department
Vision Statement:
Customer Service will create a welcomed customer experience.
Mission Statement:
Above all else, we value the opinion and input from our customers and pledge to
treat all those we serve with compassion, respect and dignity.
Values:
Customer Service Core Values are:
caring about our customers
creating on-going win-win partnerships with our customers
communicating openly and honestly
focus on excellence
timely delivery of requested service
supporting our team members
4
Customer Services Department
Management’s Discussions and Analysis
As Customer Service Director of the City of Quincy, I offer readers of the city this
narrative overview and analysis of the Customer Services Department for the fiscal
year October, 2011 through September,2012.
Customer Services provides a full range of services, including cash receipts,
collection of city funds, opening/ closing accounts, meter reading, turn-on’s/turnoff’s, customer complaints/resolutions, extensions, courtesy calls, and customer
communication to name a few.
We focused our efforts on the most critical areas of concerns as expressed by our
customers. Customer Service is committed to providing the citizens of Quincy with
the highest quality services while maintaining efficiency and cost effectiveness.
Overall, we believe Customer Service made improvements in the delivery of
services to our citizens as well as working closer with them to help accommodate
their needs during this fiscal year.
Areas of Improvement
1. Customer Complaints: Reduced by 50%. This number is based on the number
of calls or visits to the manager’s office, complaints from the commissioner’s to the
manager and complaints reported by two (2) citizen advocates. This number
equates to roughly one (1) complaint per month. Please be informed that your
complaints are not taken lightly, and where we can address issues we have taken
the necessary steps to do just that in the form of coaching, training and reassignments. Those complaints are summarized in five (5) categories as follows:
Billing Errors
Posting Errors
Customer Treatment
Long Lines (Wait-Time)
Cut-off Errors
5
Customer Services Department
2. Wait Time: In an effort to minimize customers wait time on check days, cut-off
and penalty days, we utilize the services of contract personnel. However,
customers must be mindful, that when they wait until the day of service disruption
to pay their utility bills, they will experience a longer wait.
3. Extensions: From October 1, 2011 to September 30, 2012 Customer Services
granted 1,275 extensions. These extensions total $287,820.29, which means we
deferred operating revenue at an average of $23,985.02 monthly for an additional
7-10days. These numbers do not include our social security and disability
customers who pay on the 1st, 2nd, and 3rd of the month and those who pay on the
2nd, 3rd and 4th Wednesday of the month.
This is just one example of Customer Service working with citizens to help
accommodate their needs as a large portion of these extensions, exceeded the three
(3) per year limit.
4. Courtesy Calls: Between May and September, 2012 two (2) to three (3) days
prior to cut-off day, staff called 3,014 citizens as a friendly reminder regarding the
upcoming cut-off day and that their utility bill had not been paid.
Additionally, those customers with no telephone numbers on file were mailed
letters advising them that we were unable to reach them due to incorrect numbers
or no numbers recorded on file. These customers were requested to complete an
enclosed form and return to Customer Service. Staff mailed 1,147 letters between
May and July 2012.
5. Cut Offs: On cut-off days Customer Service Staff begin their day between 6:30
and 7:00 am to assure that those customers who drop off payments at the last
minute will have their payments posted prior to cut-off.
To further accommodate our customers, staff remains at the office until 7:00 pm to
allow those customers who work in the surrounding areas the opportunity to come
in and pay their bills so that they are not without service overnight.
6
Customer Services Department
It is important to mention that no other municipality staff in the State comes in
early or stay late to accommodate customers.
6. Accounts Opened: 491accounts were opened during this fiscal year
7. Finale Accounts: 461 accounts were closed as a result (a) customers leaving
the area, (b) moving from one location to another within the city,(c) landlord
closing temporary accounts,(d) closed for nonpayment after ninety(90)days and
etc.
7
Customer Services Department
Energy Audits
An energy audit is a process used by an expert Energy Analysts to help identify any
heating, ventilation, air condition (HVAC), water or gas issues in a customer
home. However, the identification of a problem is just the first step. Once
deficiencies have been identified it is incumbent upon the home owner/landlord to
make the necessary repairs identified. Making these repairs will result in a cost
savings to the customer’s electric, water or gas bill.
From January 2011 to September 2012 staff requested forty (40) energy audits.
Corrective actions were taken on some. Where corrections were made or where
customers were given advice on do’s and don’ts, those who made adjustments in
their personal habits did see a reduction in their (kwh) which resulted in a lower
electric bill…for example, raising the thermostat setting from 70 o to 78o, the
industry standard.
8
Customer Services Department
Awards/Recognition
Customer Services staff received Outstanding Community Support Recognition for
valuable service and support in furthering the agency’s mission. This award
recognizes those individuals who go above and beyond in working closely with
Capital Area Community Action Agency (CACAA) to help the citizens of Quincy
get their utility service restored.
9
Customer Services Department
Customer Communications
We discussed earlier in this report Customer Services Values. “Caring about our
Customers” is identified as our #1 Core Value. Our Customer Communication
program is a tool, an effort to help improve our Customer Connection. Keeping
you informed and armed with helpful information as we know it.
13
Customer Services Department
Important Social Security Information
Dear Customer,
Please pay close attention to the Social Security section. If you are
collecting social security or disability, you MUST have established a
checking or savings account by March 1, 2013.
If you have not opened an account by the March deadline, this may
cause a delay in you receiving your benefits.
21
Customer Services Department
May 31, 2012
Dear Customer,
In an effort to improve our Customer Connection, we have implemented a new process which
involves calling all customers who appear on the cut-off report two days prior to cut-off day.
This effort is a friendly reminder, advising you that your utility bill had not been paid as of the
date of the phone call.
During the last cut-off cycle (May 30th) we were unable to contact you for one or two reasons:
(1) We have an incorrect phone number on file for you or (2) We have no phone number on file
for you.
In order to extend this courtesy to you moving forward, we are requesting that you complete the
attached form and return it to the City of Quincy ASAP. You can mail it to 320 West Jefferson
Street, Attn. Customer Services or for your convenience, you may drop it in the drop box drive
thru adjacent to the building. In addition, you can also send an email with the information to
asherman@myquincy.net. Please be sure to reference your utility number in your
correspondence.
Thank you for helping us to improve our service to you.
Respectfully,
Ann Sherman
Director Customer Services
320-West Jefferson Street
Quincy, Florida 32351
(850) 618-0017 Ext. 6709 (P)
(850) 875-0128 (F)
19
Customer Services Department
July 2, 2012
Dear Customer,
In an effort to improve our Customer Connection, this communication is one of many you will
receive in the future to keep you informed and armed with information as we know it.
This is an Alert, advising you of two (2) known utility scams that utility customers with several
different utilities in Florida have reported. Other states have reported similar activity as follows:
Customers are receiving calls, personal visits and e-mails advising them that special
funding has been approved by the President for utility bill assistance. The customer is
then asked to provide their social security number in order to get their bill paid.
Customers are receiving letters, stating that their payments are invalid, then given false
bank information in order to gain their personal data. Again, this SCAM is attempting to
gain your bank account number, credit card number or social security number.
Please be warned that there is no special Federal Funds approved by the President for utility
assistance. If you believe that you have been a victim of this SCAM, you are asked to call the
City of Quincy Customer Services Department at (850) 618 -0017 X6709 and the Quincy Police
Department at (850) 875-7335.
Thank you for helping us to improve our service to you.
Respectfully,
Ann Sherman
Director Customer Services
CC. Jack McLean, City Manager
320 – West Jefferson Street
Walt McNeil, Police Chief
Quincy, Florida 32351
20
Customer Services Department
Five (5) Year Strategic Plan
Goal #1: Leverage Today’s Technology to Improve the Customer Experience
Install a Bar Code System to eliminate errors in posting customer
accounts
Determine the cost of Bar Code System
Acquire approval to move forward
Train staff on the use of new system
To be accomplished by December 2012
Customer Service Director has overall Responsibilities
Goal #2: Cross Train all Customer Service Representatives (CSR’s) in all
Department Functions
Examine current and future directions of the Customer
Department
All employees to be trained in all aspects of customer
functions (i.e., setting up new accounts, generating work
cashier, customer communications, Instant Alert
opening/closing accounts, and etc.)
To be accomplished by January, 2013
Gloria Woodard has training responsibilities
Customer Service Director has overall responsibilities
Service
service
orders,
System,
Goal #3: Redesign the Customer Service Office Area
To improve the quality of service delivered making the customer
experience personal, informative, satisfying, and adding a sense of
privacy while conducting business
Determine cost of construction (internal vs. external)
Acquire approval to move forward
To be accomplished by December, 2013
Customer Service Director has overall responsibilities
26
Customer Services Department
Goal #4: Seek Public/Private Partnerships/Grants to Provide Matching Utility
Funds
Revamp and advertise the existing Project Help Program for
disadvantaged customers
Determine if there is an interest in citizens helping families who truly
have a need
Conduct a survey to determine interest
Include rounding utility payments to the nearest dollar
To be accomplished by December, 2012
David Patterson will be responsible for this program
Goal #5: Meter Readers Phase-Out
As a result of leveraging technology for Smart Grid Initiative (1)
meter reader will be phased out
Both meter readers will be retrained upon completion of Smart Grid
Deployment
Identify current skill set of meter readers
Define required skill set for new role
Identify training needs of each
To be accomplished by October, 2012
Gloria Woodard and Customer Service Director will have
responsibilities
Goal # 6: Payment Options for Utility Bills
Identify and communicate the different types of payment options for
utility payments
Bank Draft
Credit cards (Visa, Master Card, American Express and Discover)
Check
Cash
Money Order
EFT
27
Customer Services Department
Web online payments
Phone Payments (Home, business, etc.)
Mobile Payments
To be completed by October, 2012
Customer Services and IT Director will have the responsibilities
Goal #7: Web-Site Portal
Web Portal will be used as a major education tool
Display Time of Use Rate (TOU)
Educate the public
Will require a part-time person
Define the required skill set for position
Identify any training needs
Acquire approval to hire
To be completed by April, 2013
Customer Service Director has responsibility
Goal #8: Capital Improvement Cost
Purchase a vehicle for the Customer Service Tech
Determine the cost
Acquire approval
To be completed by October, 2014
Customer Service Director has responsibility
28
Customer Services Department
Contact Information
Customer Service Director
(850) 618-0017 x 6709
Customer Service Administrator
(850) 618-0017 x 6707
Customer Service Cashier
(850) 618-0017 x 6710
Customer Service Representative
(850)-618-0017 x 6711
Fax Information
(850) 875-0128
E-mail addresses
asherman@myquincy.net
gwoodard@myquincy.net
dmatheney@myquincy.net
dpatterson@myquincy.net
Note: Remember effective October 1, 2012 Cut-offs will begin at
8:00am. To avoid service disruption, your payments must be in the
drop box the evening before cut-off day.
29