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10-23-2017 BPU RPT 01
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RIVERSIDE PUBLIC UTILITIES <br />Adm <br /> Board Memorandum <br />BOARD OF PUBLIC UTILITIESDATE: OCTOBER 23, 2017 <br />ITEM NO: 1 <br />SUBJECT:EMPLOYEE RECOGNITION AWARD TO CUSTOMER SERVICE CREDIT AND <br />COLLECTIONS TEAM FOR PROCESS IMPROVEMENT LEADING TO IMPROVED <br />BUSINESS RESULTS <br />ISSUE: <br />Recognition of the Customer Service Credit and Collections team for improving the collection process <br />resulting in improved business results. <br />RECOMMENDATION: <br />That the Board of Public Utilitiesrecognize the following employees for their excellent work in improving <br />the collection process for delinquent accounts yielding an additional$200,000 in revenue to date: <br />Jamie Magby, Customer Service Supervisor <br />Sammie Luna, Customer Service Representative III <br />Cindy Regalado, Customer Service Representative III <br />Beverly Brown, Customer Service Representative II <br />Darlene DeRosa, Customer Service Representative II <br />Cynthia Hurtado, Customer Service Representative II <br />Liza Jauregui, Customer Service Representative I <br />LaVaun Johns, Customer Service Representative II <br />Tammy Marshall, Customer Service Representative II <br />Taft Scott, Customer Service Representative I <br />DISCUSSION: <br />Historically, delinquent utility accounts have been turned over to a collection agency and the <br />City receives a fraction of the total amount due on the account. Recognizing the opportunity to <br />increase collections and lower costs, the Credit and Collections team implemented a small <br />process change to place a phone call to delinquent accounts and speak with customers before <br />turning the accounts over to the collection agency. In the approximate tenmonths since this <br />change, collections have increased by over $200,000. <br />FISCALIMPACT: <br />There is no fiscal impact associated in recognizing this staff. <br />Page 9 <br />
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