Discussion and possible direction to staff on any and all matters regarding the implementation of the new Interactive Voice Response (IVR) system from XpressBillPay. (Jorge Perez, Billing & Collections Manager)

The Billing and Collections Division currently offers a phone payment option to its customers. The division consists of nine (9) staff members out of which six (6) work in an office environment.  Answering the phones is part of our duties. Staff strives to answer all phone calls and respond to customer's inquiries and demands. The Interactive Voice Response (IVR) system will provide a faster and more convenient way for our customers to pay their bills 24/7. During Xpress Bill Pay business hours, our customers will be able to call the payment center to make payments with a live operator, if preferred. By transitioning to this service we will alleviate the amount of calls that we receive at our office. Our staff will have more time to assist walk-in customers by providing better customer service, and it will help improve our daily operations. The IVR system will provide an (800) number specifically for San Luis customers. English and Spanish options will be available for selection.  
Our current line (928-341-8570) will be modified to become an auto attendant, and will provide customers with different options  to choose from. For example, customers will be able to choose from the following options: 1) make a payment using the IVR system, 2) make a payment with a live operator, 3) speak with Xpress Bill Pay technical support, or 4) speak with a billing and collections representative (staff) for issues other than making a payment.

The cost for this service will be seventy-five cents ($0.75) per transaction. The city currently pays Xpress Bill Pay thirty cents ($0.30) per credit card transaction, and forty cents ($0.40) per EFT transactions. This will bring the cost up to an average of $1.10 per each electronic payment made using the IVR and/or Xpress Bill Pay call center. The cost for this service will be absorbed by the city and will not be passed on to our customers.

We currently receive an average of 2,854 electronic payments per month, out of which we calculate that 1,200 were done using the phone payment service we now offer. The rest of the payments were either made by the customer (online through XPress Bill Pay) or in person with one of our representatives at city hall.