The GUARDIAN noticed many calls to the mayor’s hotline during the past week or so were about utility billing by the city’s Public Works department.
One citizen told us it was nearly impossible to get through the maze of automated telephone recordings trying to figure out what he thought was improper or non billing. Here is a statement from the Public Works Department:
Boise City Utility Billing switched billing systems in the spring (2013). The system is billing correctly, but with the new bill format and presentation of the billing information we have seen an increase in call volume as customers ask about the changes.
Recently, we also had staffing changes in the billing department. As a result of these changes, we fell significantly behind in responding to calls and email. We realize this is unacceptable customer service. We have replaced the lost positions and increased staffing. Our call response is now averaging about three minutes and will continue to get better as the new staff learns the system. The longest call wait times happen between noon and 3:00 p.m. If questions are urgent, we ask the public to please call before noon, or send us an email to: email@example.com
We appreciate the patience of our customers. Alleviating call wait times and improving system efficiency is of the highest priority. For more information, visit http://publicworks.cityofboise.org.
If you don’t like the service, you have to either get it fixed or move. Boise City is the exclusive billing agent for trash and sewer services.
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