This measurement allows the tracking of the number of delinquent accounts compared to total customer accounts in a direct effort to ensure timely receipt of revenues and to minimize any potential loss of revenues. The goal is =<9%. Delinquent Account Management is a critical business process for the Water Department to ensure ongoing collection of projected revenues needed for operational costs, capital improvement projects, etc. The older the account balance becomes, the harder it is to collect and the greater the impact is to the customer to attempt to restore utility services. Delinquent accounts can result in delaying and jeopardizing timely receivables and, ultimately, could prompt a bad debt write-off situation. Historically, the Water Department's bad debt write-off has been less than 1% of our receivables.

This data is retrieved from the Cisco Query Library in our SunGuard Billing System. The specific queries run to determine this information are ACTCUSTBY (which identifies total active accounts) and DELQ$25 (which identifies total delinquent accounts). The delinquency percentage is then calculated by dividing total delinquent accounts by total active accounts. This report is run each day by a member of the Water Delinquency Staff or by the Customer Service Supervisor of the Water Delinquency Staff. This data is recorded and maintained on the Monthly Delinquent Account Stats report which is housed at (W:\Groups\BCS\Customer Service\CustSrvc\Delinquent Accounts\2016 FY Reports). This report is formatted to maintain this information daily and to provide a monthly average.

Actual = #of delinquent accounts / the total # active accounts