Finance - Percent of Customers Using Online Billing

Performance Measure


Percentage of Utility Customers using Online E-Billing process.

Target


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.

Importance*


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.

*Notes

 
  • 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?