City of Chandler Insider
www.SanTanSun.com Multiple ways to pay your Chandler utility bill: • Electronic payment: Set up the payment through your financial institution’s online banking system. • One-time online: Make a one-time, online payment by credit card or e-check with or without creating a customer profile. • Automatic payments: Sign up for AutoPay (formerly SurePay), which authorizes the City and your financial institution to handle the transaction for you through an automatic withdrawal from your checking or savings account or with a major credit card. • Pay by phone: Credit card payments and checks are accepted through the automated touch tone phone system by calling (480) 782-2280. • Pay by mail: Your billing statement will include a return envelope if you choose to mail your payment using a credit card, check or money order. Do not send cash. • Pay in person: Pay by cash, check or major credit card at the Customer Service Center, located at 175 S. Arizona Ave., Suite A, from 8 a.m. to 5 p.m., Monday through Friday. The Customer Service Center, located on the first floor of Chandler City Hall, is a shared facility between the City and Arizona Public Service (APS). • Drive-up drop box: City of Chandler and APS payments (check or money order) may be placed in the drive-up drop box located on the south side of City Hall, in the westbound median of Chicago Street, between Arizona Avenue and Washington Street. For security purposes, do not place cash in the drop box.
June 21 - July 4, 2014
Stephen White, Utility Services Manager New system expected to enhance customer service, increase e-billing On June 30, the City will implement a new utility billing system that will integrate many of the City’s internal databases and systems, streamline business processes and place the latest tablet technology in the hands of field staff. By improving organizational efficiency, this system upgrade will ultimately translate into better customer service. “One of the goals of the Utility Services Division is to fairly and accurately provide information and services to Chandler utility customers with a high level of customer satisfaction. I think this system upgrade will help ensure that we meet that goal, and that’s why we are so excited to see this project come to fruition,” says Chandler Utility Services Division Manager Stephen White. Each month, the six customer service representatives of his division manage nearly 80,000 utility accounts, take more than 6,500 phone calls, and collect more than $830,000 in City water, wastewater and solid waste fees. They help new residents or businesses set up accounts, provide assistance to existing customers and often serve as the City’s front-line ambassadors, providing the highest quality of service possible to a diverse, multilingual customer base. “Our new utility billing system
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automates many of our internal business processes, provides real-time data communication between office and field staff and lets customers manage their own accounts online,” White says. “We anticipate that time saving benefits like these will reduce the large volume of calls our people take each day, and free them up to provide more personal customer service.” According to White, the first feature most customers will notice with the City’s upgraded utility billing system will be the look of the new bill, followed by a more user friendly website with self-service features for registered account holders. “The new bill provides so much more information and account detail in an easyto-read format,” White says. “Customers also have greater payment flexibility in a familiar shopping cart-style online payment portal that will safely store their payment data so they don’t have to reenter the same information each month.” The new utility billing system offers many other customer service enhancements, including giving account holders the ability to “Go Paperless.” By opting into the eco-friendly option of e-billing, instead of receiving a paper bill in the mail each month, customers get an email with the amount due and notification that their utility bill is ready
Utility Services Manager Stephen White. Submitted photo to be viewed online. E-billing means customers will spend less time writing checks, mailing payments and tracking due dates. It also reduces paper use and clutter and impacts the planet in a positive way. “Our new and improved system is faster, easier to use, more secure and even offers environmentally friendly billing options,” White says. “I think Chandler utility customers will like what they see in their new bills and online at chandleraz. gov.”
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