oCITY COUNCIL AGENDA ITEM
ACTION REQUESTED:
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Approve the award of Change Order 2 to Contract 17-193, Electronic Bill Payment, to FIS for an amount not to exceed $28,000 and a total award of $135,400
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DEPARTMENT: Finance Department
SUBMITTED BY: Rachel Mayer, Director
BOARD/COMMISSION REVIEW:
N/A
BACKGROUND:
On October 17, 2017, the City Council approved the award of Contract 17-193 to FIS to provide electronic bill payment services for the City's utility customers. The term of the contract was 18 months from January 1, 2018 through June 30, 2019.
In November 2018, a change order adding $3,000 was approved by the City Manager to implement system changes to address resident concerns with the e-bill platform. The additional funds provided for three significant modifications including:
* Elimination of the 90-day password reset requirement;
* Removal of the autopayment expiration date; and
* Addition of three event email notifications (credit card expiration warning, credit card expiration notification and payment overdues).
In February 2019, the e-bill system was updated to remove the password and autopayment expirations. Since implementing changes to the e-bill program, password-related calls to the City have dropped 40%. Prior to the system update, the City received nearly 600 calls per month for password resets. In the three months since eliminating password expirations, the average calls for passwords dropped to 348 and is steadily declining.
Month
e-Bill
Password
e-Bill
Other
Calls
Presented
Calls
Handled
Aug - 2018
410
121
10,938
7,867
Sep - 2018
673
160
8,507
5,604
Oct - 2018
649
183
7,830
5,971
Nov - 2018
613
161
8,501
6,540
Dec - 2018
489
145
6,056
4,934
Jan - 2019
530
223
6,254
5,222
Feb - 2019
405
172
6,052
5,133
Mar - 2019
382
205
8,130
6,796
Apr - 2019
257
145
6,511
5,312
DISCUSSION:
The City is billed based on three components of the electronic billing service: enrolled documents, payment only and document housing. Enrolled documen...
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