Utility Customer Service Dashboard

WHAT IS THE MEASURE?

This indicator reports on the percentage of inbound utility customer calls that are answered by a customer service representative within 60 seconds or less.

WHY IS IT IMPORTANT?

The prompt answering of customer calls ensures a seamless customer experience by directly addressing inquiries pertaining to utility billing, account usage, or service issues.

HOW WE ARE DOING IT

The percentage of customer calls answered within a target time is measured by those calls received through the city’s Utility Customer Service Division that are connected to a customer service representative within sixty seconds or less.

WHAT IS THE MEASURE?

This indicator reports on the percentage of inbound Utility Customer calls that are abandoned.

WHY IS IT IMPORTANT?

The city is committed to maintaining a positive brand reputation for superior service through reliability meeting the needs of customers. The prevention of abandoning customer calls is vital in preserving customer satisfaction by assisting in the resolution of all inquiries.

HOW WE ARE DOING IT

The percentage of customer calls that are abandoned refers to the portion of inbound calls received to the city’s Utility Customer Service Division that are disconnected, excluding calls that are terminated by a caller prior to reaching a customer service representative.

WHAT IS THE MEASURE?

This indicator reports on the percentage of revenue from Utility Customers deemed impossible to collect due to non-payment, defaults, or uncollected debts.

WHY IS IT IMPORTANT?

Tracking unrecoverable revenue from utility customers aids in assessing the city's financial health, identifying collection issues, and ensures a sustainable revenue for essential public services. Monitoring unrecoverable revenues further assists in facilitating targeted financial assistance for vulnerable populations throughout Clearwater.

HOW WE ARE DOING IT

The percentage of revenue deemed unrecoverable is measured by the total amount of revenue that remains uncollected from customer accounts that are delinquent over a period of 22 days proportionate to the total amount of revenue billed for all city utility funds to customers.