The City of College Station provided over $3 million in direct COVID-19 assistance to the local community from various funds. Utility services suspended late fees and disconnections from March to June due to the pandemic. Normal utility operations have now resumed with the implementation of payment plans and online payment options. The city is also distributing over $1 million in public health reimbursement grants from the Texas Department of Emergency Management to help local businesses cover unexpected COVID-19 expenses.

1. City Of College Station
FY20 Utility Customer Service Update
July 23, 2020

2. FY 20 SUMMARY OF CITY PROVIDED COVID 19 ASSISTANCE
FUND Assistance Amount
CDBG Economic Assistance Grants to local businesses $284,000
CDBG Rent Assistance to local charities $30,000
CDBG Public Service Agency Funding $500,000
CDBG Small Business Grants $500,000
HOME Rent Assistance $475,000
ECON DEV Small Business Loans $250,000
GENERAL Brazos Feed it Forward $40,000
HOT Grant Forgiveness for event Cancellations $622,000
COURT Waive Court Fine and Costs (where Community Service is applicable) $79,000
UTIL Removal of Late Fees, 3 months no disconnect, payment arrangements ~$500,000
TOTAL DIRECT AID FROM CITY OF COLLEGE STATION TO COMMUNITY $3,280,000
GENERAL TDEM– Public Health Reimbursement Grant ~1,000,000

3. RETURN TO BUSINESS
 March 16 suspended late fees and disconnections as long as the shelter in place
orders were in effect
 Shelter in place orders lifted May 1, 2020
 June 1, 2020
 CSU and BTU announce return to normal operations
 Encouraged customers to contact us if they needed assistance
 Resumed late fees as of June 15
 Notice of possible termination began appearing on bills on July 2nd
 Disconnections began July 15
 Why Return to Business as Usual Now
 We have 48,000 customers and the students returning
 Identify those who left this spring

4. NEW ONLINE PAYMENT PORTAL
Phase 1 – June 1
• Schedule a payment for a future date.
• Pay for multiple utility accounts at the same time.
• View your current bill.
Phase 2 – July 1
• Auto Pay Enrollment with checking/savings or credit card
• Ability to view PDF of current bill, along with a 13 month bill history for your account
• Pay by Text
• Ability to pay more than one bill at a time with same form of payment
Phase 3 – August 7
• Ability to take credit card payments at the front counter of the UCS location.
Phase 4 – Possibly September 1
• Integration of portal with voice payment ability.

5. RETURN TO BUSINESS – DISCONNECTION PROCESS
 We have 48,000 accounts
 15 Billing cycles with roughly 3,200 bills per cycle.
 Bills are considered late 17 days after billing date
 Roughly 8.0% are disconnected a year
 Bills are subject to disconnect 30 days after due date (total of 47 days after billed)
 A second bill has gone out before subject to disconnect with this cycle
 Bills have a reminder notice stating if they are subject to disconnect and the amount past due
 July 15th Example
o July 14th day before disconnection– 75 customers on possible list – automated calls went out
o July 15th
o Scheduled = 35
o Disconnects = 30
o Same day reconnects = 16
o July 16th
o Contacted all apartment / rental managers to find out status of customer
o Accounts transferred to landlord (student left) = 8
o Accounts remaining disconnected = 6

6. RETURN TO BUSINESS – DISCONNECTION EXCEPTIONS
 Exceptions
o Weather Advisories
o Notification of medical conditions requiring electricity
o Delinquency in payment for utility services by a previous occupant
 Services NOT affected by disconnection
o Water
o Sewer
o Solid Waste
o Drainage
• Disconnection SCAMS
o Occur periodically – Call UCS if there is a question

7. FY 20 RETURN TO BUSINESS – ASSISTANCE OPTIONS
 Options to get assistance
o 2-1-1
o BVCAP – 979-595-2850
o Visit Utility Customer Services at 310 Krenek Tap Road
o Email utilities@cstx.gov
o Call 979.764.3535 and ask for a customer service representative
o Payment arrangements
o College Station CDBG Rental Assistance Program

8. TEXAS DEPARTMENT OF EMERGENCY MANAGEMENT – PUBLIC
HEALTH REIMBURSEMENT GRANT
 Hope to release in excess of $1,000,000
 Application came out on July 15th
 First round is open until August 3rd
 Business Grant – not a loan
 Unexpected expenses related to COVID-19 eligible
• Medical expenses.
• Public health expenses.
• Payroll expenses for healthcare, human services, and employees whose services were
substantially dedicated to mitigating or responding to the COVID-19 public health emergency.
• Expenses for actions that facilitated compliance with COVID-19-related public health
measures.
• As of 7/22/20, 12 applications received

9. Questions?
July 23, 2020