2019-017 Utility Assistance for Furloughed Federal EmployeesDate: January 25, 2019 Report No. 2019-017
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Utility assistance for furloughed federal government employees.
BACKGROUND:
The purpose of this report is to respond to questions asked by Council Member Briggs and Council
Member Armintor regarding whether or not the City was assisting utility customers that have been
impacted by the federal government furlough.
DISCUSSION:
The Customer Service department is currently working with customers impacted by the federal
government furlough on a case by case basis. Approximately 5 customers impacted have reached out
to the department to receive assistance based on their account and individual situation. Assistance
options include payment arrangements and waiving of any potential associated fees. The authority to
waive fees is provided through the City of Denton Billing Adjustment Ordinance 18-1520. Ordinance
states: Penalties, Interest and Fees: Where a customer incurs late penalties, interest and fees, the
Customer Service Department may reduce or remove the late penalties, interest and fees based on
account/customer circumstances and payment history. Additionally, the City of Denton has a contract
with Interfaith Ministries, Inc. that has available funds to assist qualifying customer’s going through
extenuating circumstances. The same approach as outlined above is available to any customer
experiencing a hardship to ensure continuity of approach to all customers.
Staff reached out to multiple municipal utilities to research the approach taken to assist furloughed
customers. The results indicated below reflect that the majority of the municipalities are working
through their normal operating procedures to assist at this time.
City Current Furloughed Customer Approach
Denton
Standard Operating Procedures
Design payment arrangements based on customer/account
specifics and waive fees per City Ordinance 18-1520.
Garland
Standard Operating Procedures
Plans to take an ordinance to City Council to be able to
waive fees and offer payment arrangements.
Dallas Standard Operating Procedures
The Colony Standard Operating Procedures
North Richland Hills Standard Operating Procedures
Allen Standard Operating Procedures
Grand Prairie Standard Operating Procedures
Burleson Standard Operating Procedures
Sachse Payment Arrangements
Desoto Payment Arrangements
McKinney Payment Arrangements and Fee Waivers
Date: January 25, 2019 Report No. 2019-017
CONCLUSION:
The mission of the Customer Service Department is to Help, Serve and Educate our customers. We
are committed to reasonably assisting any customer with available resources, payment arrangements
and waiving of applicable fees based on account and customer situation. Based off of current
ordinances, we are able to creatively and empathetically address the various situations that customers
encounter.
STAFF CONTACT:
Tiffany Thomson, Director of Customer Service
(940)349-7401
Tiffany.Thomson@cityofdenton.com