Click to Home

Go To Search
Home
RSSPrintEmail
Popular Links

City of Savannah Public Information Office

Posted on: October 12, 2017

City moving forward after utility billing audit

For Immediate Release
Date: October 12, 2017

The City of Savannah is committed to improving its utility billing collections and rebuilding trust with the community by enhancing customer service. That was the focus of today’s Utility Billing Assessment presentation at a City Council workshop.

In May 2017 the City contracted with KPMG to conduct a third-party audit of the City’s utility billing and collections operations. The City felt an audit was necessary to examine challenges the City faced after moving to a new billing system in early 2016. The challenges included delays in billing and a decrease in customer satisfaction.

KPMG issued a final report to the City earlier this month identifying the challenges the City’s utility billing and recommendations on how to improve. The report focused on five key areas:
1. Increasing staffing and improving employee training
2. Using technology to improve the customer experience and boost customer relations
3. Investing in better meter reading technology, insuring efficient routes
4. Making online billing more user-friendly
5. Better tracking of billing and collection of delinquent bills

“The City has been working diligently since before the final report came out to improve our utility billing processes,” said Internal Auditing Director Megan Duffy. “We want to rebuild trust with our nearly 80,000 customers and improve their customer experience. That means providing them more information online, making online billing more user-friendly and having better trained staff to respond to their questions and complaints. We also plan to move forward with improving technology to make meter-reading more efficient.”

Facebook Twitter Google Plus Email

Other News in City of Savannah Public Information Office

City of Savannah 2018 Budget Retreat

Posted on: November 21, 2017

City offers free holiday parking

Posted on: November 20, 2017

Mayor Pro Tem Completes Dual Degree

Posted on: November 14, 2017

Shop local on Saturday, Nov. 25

Posted on: November 7, 2017

City to Host FEMA Assistance Sessions

Posted on: November 1, 2017

City Unveils $220K United Way Goal

Posted on: October 6, 2017

City Selected for Digital Library Grant

Posted on: September 5, 2017

September episode of City Span now on SGTV

Posted on: September 5, 2017

City Council votes to dissolve SCMPD

Posted on: July 21, 2017

Watch City Council live today

Posted on: October 26, 2017

Summer 500 applications now being accepted

Posted on: February 14, 2017

Mayor Jackson portrait unveiling

Posted on: December 8, 2016

Mayors’ Christmas Motorcade Wednesday

Posted on: December 5, 2016