In January 2000, Chesterfield County's Department of Utilities, Finance and
Administration group had three separate employee Performance Action Teams (PAT's)
looking at and addressing issues pertaining to the after-hours reconnection of water
service to disconnected customers, the Courtesy Notification Pilot Program which
notifies delinquent customers about past due bills, and enhancements and modifications
to the format and content of existing water and wastewater bi-monthly utility bills. A
review of the proposed solutions for all three teams recognized that the recommendations
proposed by the teams overlapped. It was highly likely that a duplication of effort would
result if all three teams moved forward to implement their recommendations. In order for
all tasks to be addressed and completed without a duplication of effort, from these three
PAT's one team was created and empowered to carry out the recommendations of the
previous teams.
This team's objectives were to revise the Department of Utilities collection policy and
procedure to accommodate the following:
discontinue making collections in the field after 5:00pm by Field Services personnel;
discontinue accepting phone calls on weekends, holidays, and after 5:00pm on weekdays by Swift Creek Water Treatment operators for the purpose of reconnecting
customers that have been correctly turned off due to non-payment;
revision of the existing collection policy and procedure to accommodate the
Courtesy Notification Program including fee changes to County Ordinance 18-30 for
trips by Field Services personnel to customer residences or places of business for the
purpose of collecting past due amounts or discontinuing water service for
nonpayment; and,
discontinue collecting money in the field from delinquent customers including cash,
checks, and money orders.
The team was charged with brainstorming ideas to identify all issues and details
associated with these changes, developing an action plan to address all issues and details
identified, and reviewing all publications, forms, and written documents associated with
the collection process and recommend additions, deletions, and/or changes.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 700 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 14 |
| Published : | 03/19/2003 |
