1
Rate Study – When to perform a rate study, e.g., major change in customer base, major change in rates to fund increased costs, Board direction, no later than each 10 years, etc.
1. Fee Waiver – (1) rate-based fees may only be waived for one of two reasons, i.e., disconnection from the system or property determined uninhabitable by public health. Fee waiver for vacant properties is specifically excluded. (2) Late charges applied by the system to bills may be waived once per year per customer as a courtesy waiver.
2. AR write-off policy.
3. Start of Sewer Fees – when do sewer fees start for new construction, property transfer, and disconnection/reconnection.
4. Billing corrections of errors/adjustments – send notification for large/unusual adjustments.
5. Credit Card Transactions – (1) no fee for credit card use for Online Bill Pay, (2) credit card available only for user fee transactions and not available for connection fee payments due to high dollar value bank service charge.
6. Website Policies – (1) Website Privacy Policy, (2) Website Terms of Use Policy, and (3) Online Bill Pay Terms of Use Policy.
7. Customer Service Level-of-Service – Specifically define customer service level-of-service using such parameters as (1) methods of bill payment available, (2) disclosure of billing policies on back side of bill, (3) website forms, information and FAQ’s, (4) walk-in customer forms, information and FAQ’s, (5) billing line telephone options and narrative, (6) telephone customer service protocol including dealing with difficult customers, (7) walk-in customer service protocol including dealing with difficult customers, (8) newsletter customer service information, (9) comparative rate table available at cashier, newsletter and website, (10) hours of operation, (11) bill date scheduling, (12) annual lien notification and collection policy.
8. Billing Dispute Resolution Procedure.
9. Purchasing Preference – the purchasing ordinance provides for preference to local vendors unless a local vendor is not available. The ordinance does not specify the amount of preference. However, per legal, keep consistent with the CofV at max 5% over low bid.
10. Encourage MBE/WBE – add MBE/WBE where applicable in purchasing policies.
11. Operating Reserve – Revise operating reserve accordingly to allow for two payrolls, approx $500K more, for one months’ operating reserve. (Per discussion with S&P analyst)
12. Flood Claim Policy – add to policies.
13. Flood Capital Reserve – Revise as necessary per January 2006 major flooding events.
14. Overhead Rate – OH rate set at fully loaded labor rate.
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