Utility Customer Service Division
Sherri L. Winslow, P.E. Deputy Director
Service and Information
P.O. Box 4863 / Houston, TX 77210-4863
Utility Customer Service (UCS) provides customer information, billings, credit, collections, and all meter-associated services to water and wastewater utility customers within the City of Houston. Additionally, UCS provides wholesale water services to many nearby towns and utility districts, and bills for the Solid Waste Add-A-Can Program.
Utility Customer Service provides these services to approximately 2.1 million residents in Houston, generating over $600 million in gross revenue. The funds generated by UCS are used by other divisions of Public Works and Engineering to support and maintain the city's water and wastewater systems. With such a high profile, UCS is often mis-named as the "Water Department". The City of Houston does not have a department by that name; instead the functions are divided among branches of the Resource Management and Public Utilities divisions.
Our goal is to consistently meet the expectations of every customer by offering outstanding customer service, increased flexibility, greater value, and improved operational efficiency. Each year, our Customer Contact Center handles an average of 600,000 calls and Field Operations team travels in excess of 2,000,000 miles to cover an 800 square-mile area.
The drive to constantly improve service and process technology is strongly visible. The City of Houston was the first major city in the U.S. to use in ground automated water meter reading (AMR) technology. Utility company managers from all over the country come to Houston to inspect our state-of-the-art payment processing equipment and our Automatic Meter Reading Program.