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BOOK 97 PACE 5.39 DISCUSSION OF UTILITY BILLING Chairman Adams advised that she added this item to the agenda because we have received hundreds of complaints about the recent change in utility billing procedures and need to get further information to the public. Commissioner Eggert reported that she inquired about "Indian River Authority" appearing on the billing and was told that has been changed to "Indian River County Utilities". She circulated a sample of the new bill which comes in an envelope and includes a return envelope. Chairman Adams advised that we have changed our billing system to get away from the postcards. We now have a billing statement that shows specific costs for water and sewer, but many customers are upset because the return envelope has the check being sent to Orlando instead of the Utilities Department in Vero Beach. Mary Blumstein, Accounting Clerical Supervisor, explained that Orlando is the location of the First Union National Bank lock box. The bills are processed there and the funds go directly into our bank account and credits are made to the customer's AR account. We can access that information electronically from this office. Commissioner Eggert suggested that we put something on the outside of the envelope the statement is mailed in to alert people that it is their utilities bill because people are used to getting postcards. Ms. Blumstein advised that there plans to do that. Ms. Blumstein explained the various ways customers may pay their bills: • In the return envelope that is provided with the billing statement; • Paid here in this office or at the Sebastian office which is in with the Clerk of the Court; • At any branch of the First Union National Bank. Commissioner Eggert asked why the payment box was removed from the Tax Collector's office at Ryanwood Plaza, but Ms. Blumstein was not sure who asked for that drop box to be removed. The customers have requested that it be returned. Approximately 370 bills a month were being paid through that box and our courier picked them up daily. Chairman Adams asked if this. new procedure has resulted in reducing the number of employees in the department, and Ms. Blumstein explained that we continue to create the bills here in the Administration Building. The only thing the new procedure is reducing is the mail that comes into this office every day. We still have to check those transactions when they come from the bank 48 MARCH 12, 1996