In today’s City Public reading file, there is an interesting e-mail and response from the finance dept. customer service manager to the head of the meter department. I found this e-mail rather “telling” and the response somewhat “terse” in nature. It continues to show the lack of training, competence and teamwork.
I am not as computer savy as you folks or would copy it and post it.
The procedure to tell you to fix every little read scenario is taking your and our valuable time, and we do document the fixes in the edit report, before, and whether you are required or we make any change to the read, I am fine with this only if I am not making the decision alone, without agreement from my administration or acting admin-thereof. If a meeting is necessary to go over job protocol and job duties since the audit recommendations were made, then that will be fine too.
From: Leston, Kristine
Sent: Tuesday, July 01, 2014 12:31 PM
To: Wilson, Rick; Zuber, Nancy
Cc: Bockelman, Lori
Subject: Monthly Readings
One of the changes that was implemented due to the audit was the process of updating monthly meter reads. I feel the newly implemented process of the meter department telling me to modify the reads adds no value or internal control. The meter department does not need me to be the “data entry clerk” for their department. They are capable of making decisions and implementing those decisions through the system.
Recently, due to the mass meter exchanges and new flex reads I have been asked to update meter readings without fully understanding the reading software and process. I do not feel this is something I should be doing as I am not proficient or an expert on our reading system and how it affects the meter reads. This area of expertise is found with the department that reads the meters every month and should stay with that department. The meter department understands the nuances of the reading software, why a read would need to be “opened up” or whatever the circumstances. I was trained differently on HTE and I addressed “number of dials” in meter inventory completely different than we do here
If the reading is going to have an effect on billing then I will be happy to help and offer my area of expertise to the scenario. Negative reads due to misreads or malfunctioning hardware leading to a bill correction is still something I will be happy to help out with when I am notified and asked for my opinion.
I feel we all contribute to the billing procedure by using our expertise during each step of the process. I am going to stay with my step while meter department controls their step.
Customer Service Manager
City of Port Orange
Management is doing things right. Leadership is doing the right things!