Customer Service

1. Customer Service Town Hall Meetings

2. Initiating Services By 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.

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

4. Deposit Policy 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. 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.

5. 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.)

6. In Preparation for Service 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. Locate 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.

7. 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. The services provided by Lake Worth Utilities are measured by meters and billed based upon the readings recovered from these meters.

8. How to Read Your Bill

9. How to Read Your Bill NUMBER OF DAYS IN THIS BILLING PERIOD

10. How to Read Your Bill THIS IS YOUR TOTAL UTILITY BILL WATER, SEWER AND ELECTRIC

11. Electric Rates A 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.

12. How to Read Your Bill THIS IS THE ELECTRICITY YOU USED

13. How to Read Your Bill THIS IS THE COST FOR THE ELECTRICITY

14. How to Read Your Bill THIS IS A CHARGE/CREDIT APPLIED SUBJECT TO FUEL COSTS

15. How to Read Your Bill THIS FUNDS THE CONSERVATION MANAGEMENT PROGRAM

16. How to Read Your Bill THESE ARE TAXES WE ARE REQUIRED TO COLLECT

17. How to Read Your Bill THIS IS YOUR ELECTRIC BILL

18. 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.

19. How to Read Your Bill THIS IS YOUR WATER USAGE NOTE: 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

20. How to Read Your Bill THIS IS THE COST FOR THE WATER

21. How to Read Your Bill THESE ARE TAXES WE ARE REQUIRED TO COLLECT

22. How to Read Your Bill THIS IS YOUR WATER BILL

23. Sewer Rates A 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)

24. How to Read Your Bill SEWER IS ALSO BASED OFF WATER USE NOTE: SEWER USE IS CAPPED AT A MAXIMUM OF 12,000 GALLONS.

25. How to Read Your Bill THIS IS THE COST FOR THE SANITARY SEWER

26. How to Read Your Bill THIS IS YOUR SEWER BILL

27. How to Read Your Bill A MESSAGE IS ALSO INCLUDED TO LET YOU KNOW OF UPCOMING EVENTS OR OTHER IMPORTANT INFORMATION

28. 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.

29. 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.

30. 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.

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

32. Customer Advocate Team Our Customer Advocate Team is Staffed with Three Customer Services Representatives. Operational Information: Hours of operations: 8:00 am - 5:00 pm Mon thru Fri E-mail: customeradvocate@lakeworth.org Telephone number: (561) 533-7313

33. 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.

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

35. Payment Assistance Availability Social Service Agencies United 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

36. 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)

37. Service Availability Service personnel are working 24-hours per day 7-days per week. For service needs call: 586-1695

38. 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.

39. 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.

40. 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.

41. 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.

42. New Initiatives During FY-2011 (10/1/10 – 9/30/11) Customer Service will implement the following measures to improve service offerings: 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. 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. 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. 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.