Call Center and Field Operations Services
The City has 40000 customers/accounts and requires an external agency to provide utility customer services (including but not limited to account set up and maintenance, monthly, monthly account billing and delinquency processing, new service requests and deposit processing, answering customer questions and investigating customer complaints) as well as field services (specifically service connection/disconnection, checking for leaks, delivery of customer notifications to the property and other related services. Note: Meter reading will not be required after they install Automated Meter Reading (AMR) for all the accounts however limited meter reading might be required (100 metres or less per month). Customer service should be available from 7:30 Am to 5:00 PM and additionally manager should provide time from 5:00 Pm to 5:30 PM for escalations.
