The presentation is intended to inform City Council about the status of utility billing as far as late fees and turn offs.  There is no formal action required at the meeting but staff will ask for feedback regarding the plan.

The new template for utility bills has been used for every billing cycle for at least one month.  Staff has developed plans for invoking lates fees and turning off water service and will present the various schedules as well as considerations for each.  The following is the proposed communication plan:

• 1.5 to 2 months before date – Contact large commercial customers with large outstanding balances
• The bill before the date – messages will be added to bills regarding late fees and instructions for how to set up payment plan.
• 1-2 months before the date – social media posts about the late fee date and how to set up payment plans
• Month before the date – issue press releases and communicate with media outlets.
• Two weeks to a month before the date –send letter to all past due accounts
• Two weeks before the date – contact via telephone calls to all past due accounts
• From the date the late fees start to accrue - concentrated effort to communicate with customers with past due accounts to set up payment plans.

Staff is considering two options for the schedule to invoke late fees and start water turn offs.  The options will be presented for feedback.  No formal action will be taken. 

There are no fiscal impacts as no formal decision will be made.  Staff will present financial information about outstanding accounts.