Utility Billing Audit

Below is a summary of key findings from an independent audit review conducted from November 2023 to March 2024 analyzing Aledo’s water meter-to-payment process. The City Council approved the hiring of Brio Consulting, LLC to perform the audit which included tasks to evaluate meter accuracy, billing accuracy, utility billing staffing and processes, as well as stakeholder engagement and communication.

On April 4, the auditor reported to the City Council and customer-led Utility Advisory Board key findings which included:

• No systemic or chronic billing system issues were observed, however, there were a small number of unique billing issues identified and corrected, including one customer who was significantly underbilled;
• Past process mistakes were identified – including during the transition to new meters – as primarily due to human error, lack of training, or lack of documentation;
• Field meter activities were accurately executed with the Automated Meter Infrastructure (AMI) almost fully completed; and
• Opportunities were identified for modernizing processes and improving customer engagement and education.

Recommendations include (but are not limited to):

• Establish governing policies and documented operating procedures;
• Upskill and enhance authorized staffing resources;
• Commit to performance metrics and consistently track and trend work; and
• Develop effective customer communications and education.

The final audit presentation is available for review below.

The Mayor, City Council and staff are committed to making necessary improvements. City staff are now working on the actions needed to execute and maintain these recommendations and will share a timeline and regular progress updates on these changes going forward.