INTEROFFICE MEMORANDUM

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Norman Fleming
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INTEROFFICE MEMORANDUM Date: December 3, 2014 To: Public Works Commission From: Jon Williams, Revenue Officer Subject: Revision of the Utility Billing Policy Manual ISSUE Public Works staff has been

1 INTEROFFICE MEMORANDUM Date: December 3, 2014 To: Public Works Commission From: Jon Williams, Revenue Officer Subject: Revision of the Utility Billing Policy Manual ISSUE Public Works staff has been working with representatives from Legal and the Department of Finance to revise the Utility Billing Policy manual and move it to the format of other policy manuals used by city departments. That format separates the overarching policy from the regulation which documents details of how the policy is implemented. BACKGROUND The City standard for policy manuals is to have a high level policy statement which documents the policy and the reasons for it. Underneath the policy is a regulation which documents how the policy is implemented on a daily basis and describes the details of the processes used to implement the policy. In August this year staff brought two policy changes before the Public Works Commission (Commission) where the Office of Internal Audit had identified instances where our business practices did not follow policy. Staff mentioned at that time that we would be reviewing the entire policy manual. We are in the process of doing that and moving to the City standard format. The advantage of the City standard format is that the overarching policy can be approved and adopted by the Commission or ruling body and the regulation to document how the policy is implemented can be developed and maintained at the staff level. The way the prior policy manual was written, we were not following policy by requiring a Beacon Score of 600 when the policy required 550. Under the new format we would still be following a policy of requiring deposits from customers who pose a credit risk, but as circumstances change in the real world a change to the regulation at the staff level could have changed the Beacon Score requirement. Having the Commission adopt policy and staff document the way we implement policy puts the Commission in the advisory capacity envisioned by City Code and the in the role of setting policy.

2 An example of a regulation that has been developed from the former policy manual is attached. Also attached are the overarching policy statements that we would like the Commission to adopt. Staff will continue to work on the regulations which should be complete by the end of the year. RECOMMENDATION Staff recommends the attached Utility Billing Policies be adopted. MOTION I move that the Public Works Commission approve the Utility Billing Policies. 2

3 Document Type: Regulation Number: Documented: 9/17/1997 Effective: 07/2002 6/7/2002 Legal References: Utility Billing Inserts Billing inserts will only be accepted from City of Boise (City) supported programs or agencies. Purpose The City does not endorse nor accept private solicitations. Therefore, billing inserts generally detail upcoming City-supported programs. This policy excludes charitable entities that may receive financial support from the City, such as discounted solid waste collection service, which does not involve an appropriation. Policy Management Implementation Criteria Billing inserts will only be accepted from the City supported programs and agencies. Priority Ranking The following ranking shall be applied to City programs or agencies requesting that promotional or informational inserts be mailed with utility bills: Billing business (inserts related to the sewer, solid waste, geothermal, or irrigation programs) Downtown Boise Association City business (inserts from City departments) City-supported entities (e.g., the Boise Art Museum) Insert Criteria 1

4 The following criteria shall apply to all promotional or informational inserts to be mailed with utility bills: All requests for inserts must be pre-approved by the Utility Billing team (Revenue Officer, Utility Billing Supervisor, and Solid Waste Program Manager) to ensure that space is available and that the insert meets the outlined criteria. Content to be included on the insert must be pre-approved to ensure appropriate content and contact information. Content Inserts must be submitted electronically ( ) at least fifteen (15)five (5) days prior to the proposed insertion date to the Utility Billing Team.Supervisor Inserts must be cut or folded to 8.5" x 3.6" in size. Inserts must be printed on a minimum of 30% post-consumer recycled content paper that can be recycled through the City's residential curbside recycling program.. The footer Printed on30% recycled paper. must appear on all inserts. Inserts must be printed on paper - no astro-brite papers (all white, cream, and pastelcolored papers are acceptable). o Ink color has no impact. Ten copies of the finished insert must be delivered to UB a minimum of one (1) day in advance of mailing to the general public. Inserts are to be delivered to the City's mailing processor at least five (5) days prior to inserting and mailing. Insert Costs All costs of the inserts will be borne by the cost center or department using the service. This includes, but is not limited to, printing, folding, inserting, and additional postage costs. Field Code Changed 2

5 Document type: Policy Number: Legal References: C Account Initiation Fee The City of Boise will charge an initiation fee for every new account opened in the billing system. The initiation fee is intended to cover the administrative costs associated with new account setup. The initiation fee will not be charged when a customer is only making changes or adding services to an existing account.

6 Number: Approved: 12/11/2014 Residential Owner Tenant Relationships It is the policy of the City of Boise (City) to uphold our policies and separate ourselves from any arrangements made between an owner/or property manager and their tenant. It is essential that the correct party is billed for services. However, the City will not be involved in contracts between other parties. Monitoring properties for occupancy changes or deviations from lease agreements is beyond the scope of the City and falls to the owner of the property or the property manager.

7 Number: Approved: 12/11/2014 Third Party Disclosure and Notification The goal of the City of Boise (City) is to provide excellent customer service, including good communications with all of our customers while ensuring that private personal information is not disclosed to unauthorized parties. Therefore, the City will only discuss details of billing accounts and billing transactions with the account holder, unless the account holder designates, in writing, a third party eligible to receive information and notifications regarding the account, or the City is provided another form of legal authorization.

8 Number: Legal References: C Customer Utility Deposits To protect and ensure the financial stability of the enterprise funds associated with providing utility services to the citizens of the City of Boise (City), customers may be screened for creditworthiness. New customers opening accounts with the City for sewer and/or solid waste service who pose a credit risk, or existing customers reestablishing service after termination of sewer or solid waste service due to nonpayment of amounts due, may be required to pay a deposit prior to initiation of service.

9 Number: Legal References: Sewer Consumption Changes Charges for sewer service are based on the quantity (consumption) and type of sewer discharge. For unmonitored customers, consumption is updated once a year, but may be changed more frequently based on changes in occupancy.

10 Vacancy Status for Sewer and/or Solid Waste Services Document Type: Policy Number: 01-03; ; Legal References: H It is the intent of the City of Boise (City) to provide services that are efficient, economical, fair, and accessible to customers. The City bills customers for services used. Therefore, if a property is vacant and services are not being used, a customer may apply to have the property placed on vacancy status for billing purposes. The application process includes providing proof of vacancy.

11 Number: Back Billing and Refunds The City of Boise (City) bills customers for services provided. Occasionally, the City is notified after the fact of service being received prior to an account being opened or a customer who has overpaid for service. In these instances, the City may back-bill customers to account for service received prior to an account being opened in the customer s name and may issue refunds to customers who have overpaid for services.

12 Number: Legal References: Leak Adjustments Customers who have experienced a water leak during the period in which consumption is measured, may apply for an adjustment to the consumption factor. An adjustment will only be made once proof of the leak repair is received by the City of Boise.

13 Number: Legal References: Past Due Accounts and Service Termination The City of Boise (City) requires timely payment for utility services. Payment for utility services is due by the due date printed on the customer statement. If customers do not comply with payment terms, the City may terminate service for non-payment. Prior to service termination adequate notice and an appeal process will be provided to the customer by the City.

14 Number: Overdue Temporary Container Liens It is the policy of the City of Boise (City) to maintain collectible accounts and provide security for recovery of a debt owed to the City. Because customers who are responsible for payment of temporary solid waste service (dumpsters and roll-off boxes used for new construction, demolitions, or remodeling) are often not the owner of the property where services have been provided, the City may place a lien on the property when payment is not made for said temporary services.

15 Number: Foreclosure It is the policy of the City of Boise (City) to maintain collectible accounts and provide security for recovery of a debt owed to the City. The City will bill the customer whose property has been foreclosed, up to the date of foreclosure. After the date of foreclosure the City will bill the foreclosing party.

16 Number: Bad Debt Write-off Policy The policy of the City of Boise is to maintain an accounts receivable balance on the General Ledger that is accurate and realistically collectible. Therefore, account balances for utility services deemed to be uncollectible will be written off as bad debts following review by Collections and Public Works staff.

17 Number: Legal References: C Americans with Disabilities The City of Boise complies with the Americans with Disabilities Act (ADA). Residential carry-out service is available at no additional charge for those customers who have qualified disabilities under the ADA.

18 Number: Legal References: E D Residential Hardship Discount The City of Boise (City) recognizes customers may experience hardships which impact their ability to pay for services used. Customers meeting defined income criteria and providing required documentation with their application, may qualify for a hardship discount on service charges.

19 Number: Residential Assistance Program The City of Boise (City) maintains a fund to assist residential customers who are unable to pay their sewer and/or solid waste billing. The assistance fund program is intended to help customers who meet qualifying criteria pay their sewer and/or solid waste bill. The City partners with a local community organization to review applications for assistance and award recommendations from the fund.

20 Number: Utility Billing Inserts Inserts included with a customer s billing statement provide a cost-effective way of distributing information about the City of Boise (City) or City-supported programs and entities to households and businesses in the billing area. Billing inserts will only be accepted from City-supported programs or agencies. The City does not endorse nor accept private solicitations. Therefore, billing inserts generally detail upcoming City-supported programs.

SECTION 4.00 APPLICATION FOR SERVICE, DEPOSITS AND BILLING

SECTION 4.00 APPLICATION FOR SERVICE, DEPOSITS AND BILLING 4.01 Application for Service: The Board shall require each new customer to apply for water service, and provide the Board with such personally