HomeMy WebLinkAboutE-4.1. Approve First Amendment to PSA with Invoice Cloud (Approved)UB-26
Approved
Utility Board
01/27/20
ANALYSIS:
In August 2018, ALW fully transitioned electronic bill presentment, online payments made via
ALW’s website, and payments made by telephone via interactive voice response (IVR) system
from Infosend, Inc. to Invoice Cloud. This transition streamlined processes and created multiple
operational efficiency benefits within the Customer Service Division. The staff time allocated to
the daily posting and updating of payment files in the billing system has decreased, as Invoice
Cloud has been configured to update the customer information system (CIS) in real time from all
of Invoice Cloud’s payment channels.
The new online payment interface and self-service account management options have decreased
customer complaints, increased customer satisfaction level with the online customer experience,
and has also increased the number of customers that are utilizing the online customer portal.
As such, ALW recommends an extension of the agreement with Invoice Cloud.
FISCAL IMPACT:
There are funds budgeted for these services in GL account 31-40-711-903-6493 to adequately
cover the cost of this contract during the remainder of this fiscal year.
Prepared by: Reviewed and Approved:
Alicia Holmes Manny Robledo
Assistant Director of Utilities Director of Utilities
Customer Care & Solutions
Reviewed and Approved:
Sergio Gonzalez
City Manager
Attachment:
1) Invoice Cloud 1st Amendment
UB-27