Recommend approval to award a contract for utility billing and collection assessment services to KPMG, LLP in the amount of $141,846.00.

In 2016, the City's utility billing and collection operation migrated to a new software system. Following deployment, problems with the new system were discovered that significantly delayed bill-sending. Over the course of 2016, many of these issues were addressed, and customers are now on a normal billing schedule. The outside assessment will review our existing processes and technology, and make recommendations for improvement.  

KPMG has been selected through a request for proposals to perform a comprehensive assessment of the utility billing and collection process, including the following tasks:

1. Audit utility billing and collections to verify that usage and billing calculations are accurate, bills are sent in a timely manner, the meter reading process is accurate and efficient, and the City is able to adequately recover amounts owed

2. Assess whether customers are responded to professionally and within reasonable timeframes, with recommendations to improve customer service levels

3. Conduct an operational audit of the utility billing function and provide recommendations for improvement

4. Review processes, procedures, controls, and performance measures for the administration and maintenance of the City’s utility accounts and related customer services

5. Assess the adequacy of technology, equipment and automated systems to support effective and efficient operations and meet desired levels of service

The assessment is expected to take four months to complete. 

Approval