During a recent government meeting, officials discussed various aspects of utility billing and customer service improvements, highlighting the complexities of water and sewer charges, as well as strategies to enhance customer communication.

One key topic was the breakdown of utility bills, which revealed that customers can incur significant charges even without water usage. For instance, one customer was billed $106.49 despite no water consumption, primarily due to base rates and a connection fee. In contrast, another customer with substantial usage faced a bill that included various fees, such as a water protection fee mandated by the state of Kansas, which is based on consumption.

Officials explained that the water protection fee, set at 32 cents per 1,000 gallons, is collected quarterly and allocated to state programs, although the exact distribution of funds remains unclear. The sewer rates are determined based on a three-month average of usage, which can lead to fluctuations in monthly bills.

The meeting also addressed the implementation of automatic meter reading technology, which allows for real-time monitoring of water usage. This system has enabled the utility department to identify continuous flow issues, prompting outreach to customers to prevent high bills due to leaks or broken pipes. Officials proposed sending personnel to properties if customers cannot be contacted within a specified timeframe, aiming to enhance preventative measures.

Additionally, the discussion included the effectiveness of door hangers as a notification method for impending service cutoffs. Since their introduction, the number of customers facing cutoff has decreased significantly, indicating a positive response to this proactive communication strategy.

On the financial side, officials provided insights into the collection process for unpaid bills, noting that approximately 990 accounts have been turned over to a collection agency this year, with an average debt of $225. They emphasized the importance of maintaining customer relationships and offering payment plans to avoid collections.

The meeting concluded with a commitment to improve customer service and communication, including plans to promote the customer portal for monitoring water usage and alerts. Officials expressed their dedication to assisting residents in managing their utility bills and understanding the associated fees.