This division’s primary responsibility is to provide day-to-day customer service, billing and information support to the public for electric, water, wastewater, storm drain, transportation, and utility fees, and to monitor taxes and other regulated activities.  This division also schedules appointments for AFN internet service.  While other departments provide and document use of services, Customer Services does the billing and processing of payments for these services based upon those metrics; the money collected funds the services provided.  Over 10,000 bills are prepared each month with most of them including charges for multiple systems including electricity, water, wastewater, telecommunications, transportation or storm water services; these services generate over $25 million in receipts each year.  Approximately 40% of all payments received are done through automated processing (credit cards or automated bank account transfer).  This percentage of automated processing is expected to grow considerably when the software is online enabling customers to access personal utility information and authorize payment without the need for staff assistance.

Several Customer Service employees manage the various taxes collected through the utility bills and other specific billing systems.  This division is responsible for business licenses, tobacco licensing, transient occupancy taxes (hotel/motel), food & beverage taxes, and the electric user tax. Over $8.5 million in these governmental revenues are processed each year.

Customer Service employees also plays a key role coordinating with the Parks’ Senior Program (and other local service organizations) to manage the senior and disabled discount program and the Electric Fund low income energy assistance program.  In the prior fiscal year, 400 customers were assisted with either an ongoing commitment due to age or disability or short-term support to pay winter heating bills.

External customer service is the primary focus of this division.

Division Goals

·        Continue to analyze division processes for effectiveness and develop priorities for ongoing tasks.

·        Update, as necessary, divisional procedures manuals.

The Division issues bills and collects payment for utility services and taxes, including Food and Beverage Taxes and Hotel/Motel Taxes, Monday through Friday, 8:30 am to 5:00 pm at City Hall. This Division also provides Business Licenses.