This division’s primary responsibility is to provide day-to-day customer service, billing and information support to the public for electric, water, wastewater, storm drain, transportation, and utility fees, and to monitor taxes and other regulated activities.  Please see the services we provide on the left side of the page.

While other departments provide and document use of services, Customer Services does the billing and processing of payments for these services based upon those metrics; the money collected funds the services provided.  Over 10,000 bills are prepared each month with most of them including charges for multiple systems including electricity, water, wastewater, telecommunications, transportation or storm water services; these services generate over $26 million in receipts each year.  Approximately 50% of all payments received are done through automated processing (credit cards or automated bank account transfer). 

Customer Services employees also play a key role coordinating with APRC's Senior Program (and other local service organizations) to manage the senior and disabled discount utility program and the Ashland low income energy assistance program (ALIEAP). In the prior fiscal year, over 500 customers were assisted with either an ongoing commitment due to age or disability or short-term support to pay winter heating bills. View all of our services. 

External customer service is the primary focus of this division.

Division Goals

• Continue to analyze division processes for effectiveness and develop priorities for ongoing tasks
• Update, as necessary, divisional procedures manuals