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Interviews | December 1, 2009

Megan: IMG A Meaty Tale: The Powells.com Interview with Julie Powell

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juliepowellJulie Powell charmed readers with Julie and Julia, in which she chronicled her quest to cook, in one year, every recipe out of Julia Child's... Continue »
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Balancing Collections Performance and Service Ratings:: Assessing the Impact of Policies at Municipal and Cooperative Utilities

by Steven E. Seger

Balancing Collections Performance and Service Ratings:: Assessing the Impact of Policies at Municipal and Cooperative Utilities Cover

Synopses & Reviews

Publisher Comments:

This handbook provides guidance for utility managers and local government officials who must balance performance in critical areas of fiscal health and customer satisfaction. It describes the impacts of credit and collections policies on revenue and customer satisfaction ratings, and provides helpful information for formulating utility policies to maximize revenue and customer satisfaction.

Book News Annotation:

Segar, principal of a management consulting and training company, offers 25 lessons on the impact of credit and collections policies on revenues and customer satisfaction ratings at not-for-profit water, wastewater, electric, and natural gas utilities. The brief lessons provide local officials, directors, and managers with information they can use when formulating policies and operational procedures. Early chapters analyze the results of a pilot study on how various policies are linked to results, while lessons cover new account requirements, current account tasks, and delinquent account actions. A final chapter covers other collection resources, such as bankruptcy processing and sweep accounts. Lessons contain tables, sample forms, and worked calculations, and appendices provide 45 credit and collection policies and collections agency requests for proposals. Annotation ©2007 Book News, Inc., Portland, OR (booknews.com)
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Table of Contents

Introduction

1: Linking Policy to Results

Pilot Study

Customer Interactions

2: Results of Pilot Study

Prioritizing Collections

Prioritizing Service

Inactive Timeline

Cross-Tabulation Analysis

3: New Account Requirements

Application for Service

Application Fees and Deposits

Certificates of Deposit

Credit Scoring

Credit Databases

4: Current Account Tasks

Billing Frequency

Multiple Active Timelines

Bad Checks

Payment Extensions and Arrangements

Late Fees

5: Delinquent Account Actions

Automatic Phone-Dialer Contacts

Field Collections

Disconnection/Shut-Off

Technologies for Disconnection/Reconnection

Deconstructing Bad Debts

In-House Versus Outsourcing Collections

Collections Agency RFP

Collections Agency Contract Terms

6: Untapped Potentials

Bankruptcy Processing

Sweep Accounts

Selling Debts

Tracking Accounts Receivable, Collections, and Write-offs

Appendix A: 45 Credit and Collection Policies

Appendix B: Collections Agency Request for Proposals

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Product Details

ISBN:
9781583214169
Subtitle:
Assessing the Impact of Policies at Municipal and Cooperative Utilities
Author:
Seger, Steven E.
Author:
Seger, Steven E. C.
Publisher:
American Water Works Association
Subject:
Customer services
Subject:
Infrastructure
Subject:
Water-supply
Subject:
Consumer satisfaction
Subject:
Earth Sciences - Hydrology
Subject:
Public Policy - City Planning & Urban Dev.
Subject:
water; municipal utilities customer satisfaction; water economics; water utility management
Subject:
Customer services -- United States.
Subject:
Public utilities -- United States -- Rates.
Copyright:
2006
Publication Date:
September 2006
Binding:
Paperback
Grade Level:
Professional and scholarly
Language:
English
Illustrations:
Y
Pages:
111
Dimensions:
9.92x7.12x.33 in. .63 lbs.
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