News Flash Home
The original item was published from 10/24/2017 11:25:25 AM to 10/13/2018 12:00:04 AM.

News Flash

City of Savannah Marketing and Communications

Posted on: October 12, 2017

[ARCHIVED] 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 Email

Other News in City of Savannah Marketing and Communications

Municipal Archives Announces SCMP Residency Team

Posted on: February 21, 2024 | Last Modified on: April 5, 2022

City Officials to Sign Partnership Agreement With Accra, Ghana in Virtual Ceremony

Posted on: February 16, 2024 | Last Modified on: April 5, 2022

City of Savannah Welcomes Home Sgt. Moffett

Posted on: February 14, 2024 | Last Modified on: April 5, 2022

City to Host Ribbon Cutting for New Riverfront Tugboat Play Area

Posted on: February 9, 2024 | Last Modified on: April 5, 2022

Vice President Harris Pays Special Visit to Savannah

Posted on: February 7, 2024 | Last Modified on: April 5, 2022

City To Dedicate Evergreen Cemetery

Posted on: December 1, 2023

City To Unveil New Holiday Tree

Posted on: November 21, 2023

City Crews Respond To Minor Sewage Spill

Posted on: November 21, 2023

Veterans Day Parade Set For Saturday

Posted on: November 8, 2023

Registration Open For SCAC Fall Classes

Posted on: September 25, 2023

City To Designate Coach Ronald Booker Way

Posted on: September 25, 2023

City To Host Water Resources Career Fair

Posted on: September 13, 2023

Hurricane Idalia News Release #6

Posted on: August 31, 2023

Hurricane Idalia News Release #5

Posted on: August 30, 2023

Hurricane Idalia News Release #4

Posted on: August 30, 2023

Hurricane Idalia News Release #3

Posted on: August 29, 2023

Hurricane Idalia News Release #2

Posted on: August 29, 2023

Tropical Storm Idalia News Release #1

Posted on: August 28, 2023

City crews respond to sewage spill

Posted on: June 23, 2023

City acquires Evergreen Cemetery

Posted on: May 2, 2023

City crews respond to major spill

Posted on: April 13, 2023

City crews respond to minor sewage spill

Posted on: January 31, 2023

Traffic Impacts on Derenne Avenue

Posted on: January 3, 2023

City crews respond to minor sewage spill

Posted on: October 21, 2022

City crews respond to minor sewage spill

Posted on: October 12, 2022

City to kick off 2022 United Way campaign

Posted on: September 9, 2022