Finance - Percent of Customers Using Online Billing

Performance Measure

Percentage of Utility Customers using Online E-Billing process.


10% Increase per year in number of customers enrolled in e-billing process.

Analysis of Performance*

Note: 2016 count only reflects data captured as of January 2016. As customers enroll in Online E-Billing, the City avoids cost for producing and mailing paper bills; thus resulting in more effective operations.

Metric Definition*

The metric analyzes all means of customer contact with the Customer Services Division including those in person, by phone, on our website and by other means.


Utilizing electronic methods of billing utility customers improves efficiency through cost savings and makes information available to customers in a more timely manner.

Impact on Performance*

Improves the utility customer's service experience.


  • Analysis of Performance: Explains how data results are  displayed, anomalies, or other points that went into generating the numbers.
  • Metric Definition: Identifies what constitutes the metric and identifies combined classifications
  • Importance: Tells why the metric is important and how it is useful, or, what will it help the City accomplish or understand by knowing
  • Impact on Performance: States how this measure is an indicator of or influencer on the delivery of service?