CITY OF LAKE WORTH, FLORIDA UTILITIES DEPARTMENT Customer Service Town Hall Meetings.

CITY OF LAKE WORTH, FLORIDA

UTILITIES DEPARTMENT

Customer Service

Town Hall Meetings

Initiating ServicesBy Mail:• Request application, complete and mail to:

Lake Worth Utilities, P.O. Box 404, Lake Worth, FL 33460-0404.

By Phone:• Best Times to Call are Between 10:00 am and 1:00 pm

Visit the Office:• Customer Service is located in the City Hall Annex at 414 Lake Avenue.• Hours of Operation are Mondays through Fridays, from 8:00 a.m. until 5:00 p.m.

The following documentation is required for positive identification:• Valid Photo ID• Social Security Card• Deposit• Lease/Rental Agreement

Lake Worth guarantees next business day service initiation.

Initiating Services

The excessive trip fee is applied if return trips are necessary to initiate service, due to customer controllable circumstances.

Service Initiation FeesApplication Fee $17.00/ApplicationService Connection $35.00/MeterExcessive Trip Fee $30.00

Deposit Policy

Unless otherwise exempted in accordance with Resolution 18-2008, a security deposit shall be required on all utility accounts to establish, re-establish, continue, or maintain services with the City, which shall be paid in full prior to receiving any services unless an alternative is authorized by this Resolution.

If you have had utility services from another provider and can provide a letter of credit from that Utility showing you were in good standing, your deposit will be waived.

Residential Deposits

Residential Service in Occupant’s Name:• Electric $230.00• Water & Sewer $85.00

TOTAL $315.00

In Corporate Name:• Electric 2X Average Monthly

Bill*• Water & Sewer 2X Average Monthly Bill*(* Rounded to the nearest $50.00.)

In Preparation for ServiceLocate your circuit breaker box and place all breakers in the off position.• If there is a load at the meter the service can’t be

safely connected; the service worker will leave a door hanger explaining why service was not connected.

• In this event, turn all breakers off, and call the number that is on the door hanger.

• If the service worker has been to your location and you still don’t have power, check to ensure all breakers have been moved to the on position.

Make sure all water spigots are in the off position, as water service will not be left on if there is heavy water usage at the time of turn-on.

MetersThe services provided by Lake Worth Utilities are measured by meters and billed based upon the readings recovered from these meters. • The meters are read by meter readers assigned to the Customer

Service Division, and are entered into a handheld device for retrieval by the billing system.

• The meter reader plays no part in the billing process after entering the reading into the handheld device, and has no access to the previous month’s readings.

• In some instances, radio read meters are installed, which removes the need for the meter reader to directly access the meter or to manually input the readings from the meter.

• For the measurement of residential water use, the City uses nutating disk type meters. These meters are a positive displacement meter, and as such rarely will produce a high reading.

How to Read Your Bill


NUMBER OF DAYS IN THIS BILLING PERIOD


THIS IS YOUR TOTAL UTILITY BILLWATER, SEWER AND ELECTRIC

Electric RatesA typical City of Lake Worth residential electric bill is comprised of five (5) charges, customer charge, energy usage charge, power cost adjustment, conservation surcharge, and taxes.• Customer Charge: Fixed administrative charge, which covers all

billing activity associated with the electric meter (from reading to bill delivery. ($8.90)

• Energy Use Charge: Consumption charges for metered energy, billed per kilowatt hour of use and subject to rate variation based upon block rates. (the first 1,000 kWh @ $0.1276 all use greater than 1,000 kWh @ $0.1499)

• Purchased Power Adjustment Charge: Adjustable charge for the recovery of actual costs related to the purchase of energy from all outside sources.


THIS IS THE ELECTRICITY YOU USED


THIS IS THE COST FOR THE ELECTRICITY


THIS IS A CHARGE/CREDIT APPLIED SUBJECT TO FUEL COSTS


THIS FUNDS THE CONSERVATION MANAGEMENT PROGRAM


THESE ARE TAXES WE ARE REQUIRED TO COLLECT


THIS IS YOUR ELECTRIC BILL

Water Rates

A typical City of Lake Worth residential water bill is comprised of four(4) charges, customer charge, base facility charge, a volume charge, and taxes.• Customer Charge: Fixed administrative charge, which covers all

billing activity associated with the water meter (from reading to bill delivery. ($4.11)

• Base Facility Charge: Fixed charge (based on meter size) for the recovery of costs related to the maintenance of the water system. ($12.28 – typical)

• Volume Charge: Consumption charges for metered water, billed per hundred gallons of use and subject to rate variation based upon block rates.


THIS IS YOUR WATER USAGENOTE: EFFECTIVE OCTOBER 1, 2010 THE BILLING UNIT IS 100 GALLONS (HGAL). PREVIOUSLY IT WAS 1000 GALLONS (TGAL).

WATER USE IS BILLED ON A 5-TIER CONSERVATION RATE

TIER 1 0 to 4,000 Gallons

TIER 2 4,001 to 8,000 Gallons



TIER 5 20,001 Gallons and up


THIS IS THE COST FOR THE WATER


THESE ARE TAXES WE ARE REQUIRED TO COLLECT


THIS IS YOUR WATER BILL

Sewer RatesA typical City of Lake Worth residential sewer bill is comprised of four (4) charges, customer charge, base facility charge, a volume charge, and taxes.• Customer Charge: Fixed administrative charge, which covers all

billing activity associated with sewer charges. ($3.73)• Base facility Charge: Fixed charge for the recovery of costs related

to the maintenance of the sewer system. ($7.78 – typical)• Volume Charge: Based on consumption charges for metered water,

billed per hundred gallons of use up to a maximum of 12,000 gals. ($0.348)


SEWER IS ALSO BASED OFF WATER USENOTE: SEWER USE IS CAPPED AT A MAXIMUM OF 12,000 GALLONS.


THIS IS THE COST FOR THE SANITARY SEWER


THIS IS YOUR SEWER BILL


A MESSAGE IS ALSO INCLUDED TO LET YOU KNOW OF UPCOMING EVENTS OR OTHER IMPORTANT

INFORMATION

Errors and Disputes

The Utilities Department acknowledges that errors do occur and that occasions arise whereby meter reads must be estimated to expedite billing; the following is a guide of actions available for customers to gain confidence that their billing is correct.

Errors and Disputes

• The Customer Service billing team has a daily process to analyze all bills that exceed preset meter read parameters (hi/lo), before the bills are produced. This process includes rereading the meter and possible checking the meter for accuracy if reading comes back correct.• In the case of a water meter, the team will produce a work

order to check for a leak when the analysis reveals unusually high readings. • It should be noted that the most probable outcome of

meter testing (electric and water) is less than 100%; however, the opposite is possible.

Errors and Disputes

• Customers have the right to request a reread of their meters if they suspect that the reading is incorrect (even in light of the checks of the billing team).• The request for a reread can be taken by any customer service

representative (please provide preferred contact method for results).• A customer requested reread that is verified as correct after field

inspection, is subject to a normal trip charge as is identified in the fees section of this presentation.• If after this process, a customer believes that he or she has not been

afforded the attention and provided the best possible customer service, the problem should be escalated as is outlined in the above dispute resolution section.

Customer Dispute Resolution

Steps to follow for a Resolution:•Notify customer service representative of the problem; if

not resolved•Request a supervisor for resolution of the problem, if not

resolved• The supervisor will refer you to the customer advocate.•After consultation with the customer, the customer

advocate will research the situation, and present a recommended resolution to the manager.

Customer complaints are taken very seriously by the City of Lake Worth and the Utilities Department.

Operational Information:• Hours of operations: 8:00 am - 5:00 pm Mon thru Fri• E-mail: [email protected]• Telephone number: (561) 533-7313

Customer Advocate Team

Our Customer Advocate Team is Staffed with Three Customer Services Representatives.

mailto:[email protected]

How to Pay Your Bill• By Mail:

– Send payments to Lake Worth Utilities, P.O. Box 30552, Tampa, FL 33630-3552.

• By Phone:– Busiest times are between 8:00 am and 1:00 pm.

• Visit the Office:– Customer Service is located in the City Hall Annex at 414 Lake Avenue.– Hours of Operation are Mondays through Fridays, from 8:00 a.m. until 5:00 p.m.

• Night Depository Drop Box:– The box is located outside the south entrance to the City Hall Annex and is available 24 hours a day. – Payments received by 5:00 p.m. each business day are posted the same business day. Payments

received after 5:00 p.m. will be posted the next business day.

• Pay Stations:– We are part of the Fidelity Express Payment Network. Authorized local merchants can receive

payments on our behalf, and for a convenience fee of $1.00. The City receives no part of the convenience fee.

• Automatic Electronic Funds Transfer (AEFT):– We can automatically draft from your bank account the exact amount of your monthly bills.

• Pay On-Line:– The City's Click2Gov system provides up-to-date information concerning your utility account and a

payment options. Visit https://c2g.lakeworth.org/Click2GovCX/ to sign up.

https://c2g.lakeworth.org/Click2GovCX/

Pay Station LocationsLOCATION NAME ADDRESS CITY HOURS

KWIK STOP #3 903 PARK AVE LAKE PARK 6:00 AM - 12:00 AM DAILY

KWIK STOP #4048 4048 FOREST HILLS BLVD WEST PALM BEACH 6:00 AM - 1:00 AM DAILY

KWIK STOP 4701 BROADWAY WEST PALM BEACH 6:00 AM - 1:00 AM DAILY

BROADWAY FOOD MARKET 4117 BROADWAY WEST PALM BEACH 5:00 AM - 12:00 AM DAILY

A&M DISCOUNT BEVERAGE #8 1030 SOUTH MILITARY TRAIL WEST PALM BEACH 9:00 AM - 9:00 PM DAILY

KWIK STOP FOOD STORE 1402 LUCERNE AVE LAKE WORTH 24HRS DAILY

MAJESTIC 632 NORTH DIXIE HWY LAKE WORTH 6:00 AM - 10:00 PM DAILY

KWIK STOP GROCERY STORE 1418 SOUTH DIXIE HWY LAKE WORTH 6:00 AM - 11:00 PM DAILY

COLLEGE MOBIL 3032 LAKE WORTH RD LAKE WORTH 6:00 AM - 12:00 AM DAILY

NOTE: All payments received after 3:00 p.m. will be posted on the next regularly scheduled business day.

Payment Assistance AvailabilityUnited Way Crisis Line(561) 547-1000• Gateway to service assistance; will provide information on available services within the area.

Adopt A Family (561) 434-4960

Care To Share (561) 833-7711• Funded through donations accepted from the customers of Lake Worth Utilities.• Customers can donate to this fund when making a utility payment.

Childcare Resources (561) 832-0844• Must have case manager to use this service.

Community Action Council (561) 694-5416• Customers may also see the Customer Advocate at Lake Worth Utilities for application forms.• The Customer Advocate is located in the City Hall Annex at 414 Lake Avenue.

Hispanic Human Resources (561) 641-7400

Human Services (561) 547-6834

Lake Worth Salvation Army (561) 968-8189

Urban League (561) 833-3735

Women Services Network (561) 881-0226

Social Service Agencies

Water Leak Investigations• When a monthly reading shows that there is an unusual increase in

water usage a billing representative will generate a work order sending a service worker from the Water Department to check for a leak. A customer may also request a check for a leak.

• If a leak is found, the service worker will note the severity of the leak and leave a door hanger (if the customer is not present), with the findings and a telephone number for follow-up. The water department does not typically make repairs on private property.

• If the leak is significant, the service worker will shut off the water so as to prevent further water loss; this action will also be noted on the door hanger that is left. (Customer Service will also be notified of this action)

Service Availability

Service personnel are working 24-hours per day 7-days per week. For service needs call:

586-1695

Service Lifeline

The City of Lake Worth reads meters and bills it’s customers for services in billing cycles.• There are twenty (20) cycles each month.• Each cycle is comprised of four (4) routes; routes and cycles

are divided geographically.• Each cycle bill has a past due date that is thirty-five (35) days

after the bill date. (A second bill will have been generated prior to the pending past-due date.)

• Seven (7) days after the past due date, a late notice is generated and mailed for accounts with balances remaining. This notice provides the required five (5) day notice of possible service interruption.

Lifeline cont’d• Seven (7) days after the past due date, a late notice is generated

and mailed for accounts with balances remaining. This notice provides the required five (5) day notice of possible service interruption, and is printed on canary yellow paper.

• An account remaining unpaid after the date listed in the past-due notice is subject to service interruption. No service is disconnected without notice which is separate and apart from any bill.

• If service is interrupted due to nonpayment, the customer must then pay all monies due on account as well as the required reconnection fee.

• To guarantee same day restoration, payment must be received before 5:00 pm.

Credit Related Fees• Late Fee – the greater of $11.00 or 1.5 % of past-due balance. • First delinquent restoration $35.00.• Subsequent delinquent restorations $90.00.• Service restoration which requires reconnect at the pole

$140.00. (Restoration may require 1-5 days)• Customer requested reread $30.00. (customer is only

responsible for this fee if current reading is validated in the field)

• Trip charge - $30.00, if a service worker is dispatched to a property for a service interruption but service is not disconnected due to customer making a payment to halt the cut, or because of the granting of time extension to make payment.

Fees cont’d• Checks returned unpaid from customer’s bank are subject to the

following fees:

$0.01 - $50.00 $25.00

$50.01 - $300.00 $30.00

Over $300.00 the greater of $40.00 or 5%• Unauthorized connection to, or tampering with the Utility’s

meters, seals, or other equipment, will be cause for immediate service termination without notification.

• Each instance of tampering is subject to a charge of $200.00 plus any damages, each of which must be paid prior to service restoration.

Meter tampering and/or energy diversion are criminal offenses and subject to prosecution under the laws of the State of Florida.

New InitiativesDuring FY-2011 (10/1/10 – 9/30/11)

Customer Service will implement the following

measures to improve service offerings:1. A functional Call Center operation, providing improved telephone service for all

customers. As a part of this endeavor will be the installation of an interactive voice response (IVR) system, which will automate most tasks and free customer service reps to answer calls that need personal attention.

2. New improved bill production process using a 3rd party vendor for bill production and mailing. This process will allow archiving of bills for a 13 month period, as well as allow a customer service rep. to retrieve and email an exact replica of bills to customers on demand.

3. Electronic bill presentment and payment capability. Customers will be able to receive and pay utility bills via secure email, with the ability to store electronically, or print bills as desired.

4. Increased remote payment locations; during the coming year, customers will be able to pay their Lake Worth utility bills at various locations throughout the City with no waiting.

CITY OF LAKE WORTH, FLORIDA UTILITIES DEPARTMENT Customer Service Town Hall Meetings.

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Transcript of CITY OF LAKE WORTH, FLORIDA UTILITIES DEPARTMENT Customer Service Town Hall Meetings.