The City of Round Rock’s Utility Billing Division received top recognition at the International Utility Customer Experience (IUCX) Conference, this spring in Phoenix, Ariz., earning both individual and team awards for excellence in customer service.
The entire Utility Billing Division won a Company Excellence Award for Innovation in Digital Engagement, which highlights the implementation of innovative digital technologies to improve customer interactions. Agencies that win this award must have a focus on accessibility, providing timely and relevant information, streamlining service processes or by fostering positive customer relationships.
The City of Round Rock transitioned to its current Utility Billing portal in 2022 to improve payment options, interface usability and system reliability. The new system expanded payment flexibility and enabled real-time water consumption tracking, all with a more intuitive and mobile-friendly interface.
“This award is a testament to our staff’s hard work over the past three years,” said Utility Billing Manager Jorge Villegas. “Their dedication has led to remarkable customer engagement, portal adoption rates and the successful implementation of the customer portal.”
Round Rock’s Utility Billing Division has seen a 22 percent reduction in customer calls due to implementation of these self-service tools, a 20 percent reduction in manual payment processing by staff, and an 80 percent adoption rate of the Utility Billing customer portal.
Division Supervisor Debbie Seman was also recognized with a Rising Star Individual Excellence Award at the conference. The Rising Star award is aimed at rewarding individuals who demonstrate behaviors that indicate a desire to grow and to go “above and beyond.”
“Utility Billing plays a vital role within the City of Round Rock, not only because we bill nearly 40,000 accounts each month, but also for many of our residents, we are their primary point of contact within the City,” she said. “Therefore, it is essential that we deliver exceptional customer service, both because our customers deserve the best and because we represent the City in every interaction.”
Villegas noted that her contributions to the division have been “outstanding.”
“Debbie embodies the spirit of going above and beyond, whether streamlining processes, introducing innovations, fostering a positive work environment, or assisting customers and staff,” he said. “She consistently excels in these areas, and her efforts yield tangible improvements that contribute to our work culture.”
The IUCX Conference is geared toward providing a location for electric, gas and water/wastewater utility professionals around the world to share best practices and honor achievements within the field. To learn more about the City of Round Rock’s Utility Billing Division, visit roundrocktexas.gov/utilitybilling.
