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CITY COUNCIL MEETING DATE: <br />DECEMBER 6, 2016 <br />TITLE: <br />MUNICIPAL UTILITY SERVICES <br />SYSTEM UPDATE {STRATEGIC <br />PLAN NO. 7,2D) <br />CITY MANAER <br />CLERK OF COUNCIL USE ONLY: <br />024060MC <br />❑ As Recommended <br />❑ As Amended <br />❑ Ordinance on 15' Reading <br />❑ Ordinance on 20° Reading <br />❑ Implementing Resolution <br />❑ Set Public Nearing For <br />CONTINUED TO <br />FILE NUMBER <br />Receive and file an update on the City's upgraded Municipal Utility Services system. <br />DISCUSSION <br />The City of Santa Ana's Treasury and Customer Service Division performs the billing, payment <br />processing, and customer service for the City's Municipal Utility Services ("MUS") customers <br />(water, refuse, sewer, sanitation, and paramedic services) for more than 45,000 accounts <br />servicing the City's 340,000 residents and business community. This system bills and processes <br />approximately $73 million in annual payments. <br />On March 15, 2016, the City Council approved an agreement with Systems and Software Inc. to <br />upgrade the City's MUS customer information service/utility billing system ("enQuesta"), to enable <br />the City to provide new, updated customer and billing/payment services to our MUS customers. <br />This agreement represented the culmination of a series of Finance and Management Services <br />Agency agreements beginning in 2014 through 2016 to support enhanced electronic bill and <br />payment presentation, real-time payment posting, customer web portal, IVR, and mobile <br />application infrastructure. The prior, existing version of the enQuesta system had been <br />implemented in 2009 as part of the integrated finance and utility billing project. <br />Finance and Management Services Agency in collaboration with the Information Technology <br />Department launched the new upgraded system on November 7, 2016. The upgraded system <br />includes the following features: <br />New customer web portal — This web portal allows customers to create an online account in <br />order to conduct business with the City. Using the new portal, customers can now: <br />• View their billing and payment history, including electronic bill presentment <br />• View their consumption history <br />• Update their billing address <br />• Discontinue service <br />• Modify their autopay and e -billing preferences <br />19D-1 <br />