Fiscal health and customer satisfaction are the dominant performance indicators for public utility companies. However, customers view some fiscal policies that may be positive for a utility's fiscal health, such as securing deposits, as negative in relation to their satisfaction with the water utility.
This book describes the impacts of credit and collections policies on revenues and customer satisfaction ratings at municipal utilities. Utility managers and financial officers will find much helpful information for formulating utility policies that will maximize both revenue and customer satisfaction.
Table of Contents 1. Prioritizing Collections 2. Prioritizing Service 3. Inactive Timeline 4. Application for Service 5. Application Fees and Deposits 6. Certificates of Deposit 7. Credit Scoring 8. Credit Databases 9. Billing Frequency 10. Multiple Active Timelines 11. Bad Checks 12. Payment Extensions and Arrangements 13. Late Fees 14. Automatic Phone Dialer Contacts 15. Field Collections 16. Disconnection/Shut-off 17. Technologies for Disconnection/Reconnection 18. Deconstructing Bad Debts 19. In-house Versus Outsourcing Collections 20. Collections Agency Request for Proposal 21. Collections Contract Terms 22. Bankruptcy Processing 23. Sweep Accounts 24. Selling Debts 25. Tracking Accounts Receivable, Collections, and Write-offs
Appendix A: 45 Credit and Collection Policies Appendix B: Collections Agency Request for Proposal