City Manager's Annual Report Annual Report 2018 | A Year In Review | Page 21

CUSTOMER SERVICE
Online Portal Gives
Customers New Options
Those who want to conduct their City utility business
online now have more options than ever thanks
to a collaboration between the Utility Systems
and Information Technology Departments. The
departments worked together to develop an online
portal, resulting in a 40 percent reduction of walk-in
traffic to Utility Customer Service.
The new features developed in 2018 include:
DEPOSIT APPLICATIONS
New customers can submit deposit applications online.
As a result, 50 percent of all deposit applications are
being made online.
NEW CONSTRUCTION UTILITY SERVICE
Builders and contractors can submit new construction
applications for utility service on a vacant lot online.
Applications can be made for several service
addresses within minutes, rather than waiting in line
at the customer service office.
MANAGE YOUR ACCOUNT
Nearly a quarter of customers are enrolled in e-Billing
and more than 12,000 customers have signed up for
auto bill pay. Options and benefits for managing your
account online include the following:
• Set up paperless billing
• Manage e-Bill notifications
• View past bills
• Set up and manage monthly autopay
• Manage and pay multiple accounts
• Save multiple payment methods in a
secured wallet
LIVE CHAT
Online customers can now chat with a Customer
Service Representative Monday through Friday from
8 a.m. to 5 p.m. on the City’s website.
Customer Service is paramount for the
Port St. Lucie Building Department. A
satisfaction rating for this department is
derived every month from various sources
and includes random online surveys sent
to contractors upon permit completion.
For 2018, the Building Department had an
overall rating of 9.5 on a scale of 1 to 10,
with 10 as the top rating from contractors.
In addition, the department hands out a
report card at every stakeholder meeting
with residential contractors. When asked
“how the attendees would rate the level of
customer service they received from the
department,” the unanimous result was 10!
TO
STARTING/STOPPING SERVICE
In just a few clicks, customers can start a new service
at a property or request to stop service at a property.
Utility Systems is always
striving to make services easy
and convenient for customers.
CITY OF PORT ST. LUCIE 2018 ANNUAL REPORT
21